CHAA Practice Study Guide Exam Test.

CHAA Practice Study Guide Exam Test. Under Title III of the Americans with Disabilities Act, hospitals are required to do what? (paf, customer experience) - CORRECT ANSWER Provide resources to eliminate barriers in communication. What is important when initiating a patient satisfaction survey? (paf, customer experience) - CORRECT ANSWER What data measures are required, What data measures are important to day to day management and What data measures are important to the organization's decision-making process. Which are the purposes of any quality improvement program? (paf, customer experience) - CORRECT ANSWER To collect data, analyze data and evaluate actions. Which of the following are part of patient satisfaction surveys? (paf, customer experience) - CORRECT ANSWER JD Power, Press Ganey and Post-service telephone calls to the patient. Customer service Communication is identified as what? (paf, customer experience) - CORRECT ANSWER Exchanging information with the patient. Which are included in a KPI in Patient Access? (paf, customer experience) - CORRECT ANSWER Accuracy rate, Patient satisfaction score, Pre-registration rate. What are the three steps to communication? (paf, customer experience) - CORRECT ANSWER Encoding, transmission and decoding HEAT stands for? (paf, customer experience) - CORRECT ANSWER Hear them out, empathize with the customer, apologize, take responsibility for actions All of the following are ways we communicate. (paf, customer experience) - CORRECT ANSWER Body Language, Talking, Facial expressions Compassion and respect can be demonstrated in all of the following ways. (paf, customer experience) - CORRECT ANSWER Smiling, Making eye contact and Greeting the patient What is the CMS rule that states that an inpatient stay must cross two midnights to be paid for under Medicare Part A? (paf, regulatory compliance) - CORRECT ANSWER Medicare Two-midnight rule Which program is responsible for protecting the integrity of the Hospital and Human Services (HHS) program by detecting and preventing fraud? (paf, regulatory compliance) - CORRECT ANSWER OIG An effective compliance level has a minimum of how many levels? (paf, regulatory compliance) - CORRECT ANSWER 7 All of the following are part of an effective compliance program. (paf, regulatory compliance) - CORRECT ANSWER Performing internal audits, establishing standards, procedures and policies EMTALA is a regulation which protects patient from what? (paf, regulatory compliance) - CORRECT ANSWER Not being treating in an emergency due to lack of ability to pay. All of the following are examples of PHI (paf, regulatory compliance) - CORRECT ANSWER Patient names and computer IP addresses Meaningful Use is an incentive program to do what? (paf, regulatory compliance) - CORRECT ANSWER Increase the adoption of qualified electronic health records. This document is provided to Medicare beneficiaries who are admitted as outpatients receiving observation status that they may have a copayment and co-insurance. (paf, regulatory compliance) - CORRECT ANSWER MOON All of the following are examples of fraud and abuse. (paf, regulatory compliance) - CORRECT ANSWER Billing for services not rendered, unbundling Which government healthcare program is provided for surviving spouses of veterans killed in the line of duty? (paf, regulatory compliance) - CORRECT ANSWER CHAMPVA Tricare provides healthcare to all of the following. (paf, regulatory compliance) - CORRECT ANSWER Uniformed service members and families, Survivors and Medal of Honor recipients When a veteran's local VA healthcare center cannot provide service in a timely manner, this program allows the veteran to seek care from the community. (paf, regulatory compliance) - CORRECT ANSWER Veterans Choice Medicare is considered a primary payer in all of the following scenarios. (paf, regulatory compliance) - CORRECT ANSWER Medicare patient is over 65 and carries a GHP through their current employer with over 300 employees. Medicare patient was in an auto accident and has liability insurance.. The MSP requires that we ask pertinent questions to determine what? (paf, regulatory compliance) - CORRECT ANSWER If there are other sources of payment primary to Medicare.