CHAA SET QUESTIONS AND ANSWERS SET A+
✔✔CS5. Communication is:
a. Providing a newspaper to the patient or family
b. Exchanging information with the patient
c. Sharing the telephone with the patient
d. Giving a patient a prescription - ✔✔B
✔✔CS6. Which is not a KPI in Patient Access?
a. Accuracy rate
b. CLABSI rate
c. Patient satisfaction score
d. Pre-registration rate - ✔✔B
✔✔CS7. HEAT stands for:
a. Help the patient, explain the situation, apologize, thank the patient
b. Hear the patient out, explain the situation, apologize, take responsibility for actions
c. Hear them out, empathize with the customer, apologize, take responsibility for actions
d. Hear them out, empathize with the customer, amend the situation, thank the patient -
✔✔C
✔✔CS8. All of the following are ways we communicate, except:
a. Body language
b. Eating
c. Talking
d. Facial expressions - ✔✔B
✔✔CS9. What are the three steps to communication?
a. Decipher, transmission, receiving
b. Encoding, transmission, sharing
c. Encoding, transmission, decoding
d. Decipher, receiving, transmitting - ✔✔C
,✔✔CS10. Compassion and respect can be demonstrated in all of the following ways,
except:
a. Smiling
b. Making eye contact
c. Calling the patient "Dear"
d. Greeting the patient - ✔✔B
✔✔Accreditation - ✔✔Defined as "a self-assessment and external peer assessment
process used by healthcare organizations to accurately assess their level of
performance in relation to established standards and to implement ways to continuously
improve."
Accreditation is a review process conducted by an independent third party that an
organization participates in to show their ability to meet or exceed established industry
standards and regulatory requirements. In healthcare, accreditation reflects an
organization's dedication to patient care, high standards and an extraordinary patient
experience. There are several accrediting bodies in healthcare, including The Joint
Commission (TJC), Healthcare Facilities Accreditation Program (HFAP) and DNV-GL.
✔✔Acute care - ✔✔Medical attention given to patients with conditions of sudden onset
that demand urgent attention or care of limited duration when the patient's health and
wellness would deteriorate without treatment. The care is generally short-term rather
than long-term or chronic care.
✔✔Acute Inpatient Care - ✔✔A level of healthcare delivered to patients experiencing
acute illness or trauma. Acute care is generally short-term (<30 days).
✔✔Advance Beneficiary Notice (ABN) - ✔✔Written notice issued to a fee-for-service
(Original Medicare) beneficiary before furnishing items or services that are usually
covered by Medicare but are not expected to be paid in a specific instance for certain
reasons, such as lack of medical necessity.
✔✔Advance Directive/Living Will - ✔✔Also known as a medical directive, healthcare
directive or a living will, a legal document in which a person has outlined what they
would like to be done if they are no longer able to make decisions for themselves due to
incapacity or illness.
✔✔Ambulatory Services/Same-Day Surgery - ✔✔Patient receives surgical treatment
and is discharged from the facility within four to six hours of procedure. Ambulatory
services can occur in an outpatient hospital department or in a freestanding ambulatory
care facility.
✔✔Ancillary Services - ✔✔Physician refers patients for scheduled and non-scheduled
services such as radiology, laboratory, and/or other services that are performed in a
hospital or clinic setting. Patients leave the facility once the services are completed.
,✔✔Anti-Kickback Statute - ✔✔Anti-fraud federal criminal statute that prohibits offering
or exchange of anything of value in exchange for healthcare business referrals,
including cash, rent, expensive hotel stays, etc.
✔✔Authorization Requirement - ✔✔Certain services need authorizations while other
procedures might not. Some insurance companies require a CPT code, so make sure
you have that available.
✔✔Batch Processing - ✔✔Execution of a series of jobs in a computer program without
manual intervention; it is used to help maximize the use of computer resources and
stabilize response time by performing system-intensive work during hours when users
are less likely to require access. Unlike real-time transactions, jobs executed in batch
are not available for users to view until after the batch is run.
✔✔Carve Out - ✔✔A decision to separately purchase a service, which is typically a part
of an indemnity of an HMO plan. For example, an HMO may "carve out" the behavioral
health benefits and select a specialized vendor to supply these services on a stand-
alone basis. Carve outs may also include medical devices that the plan pays for in
addition to the contracted per diem or case rate. Pre-certification/pre-authorization is
often required for these benefits and services.
✔✔Case Management - ✔✔Coordination of services to help meet a patient's healthcare
needs.
✔✔Centers for Medicare and Medicaid Services (CMS): - ✔✔Federal agency under the
Department of Health and Humans Services (HHS) that administers Medicare and
partners with state governments for administration of Medicaid and other programs,
including the Children's Health Insurance Program (CHIP).
✔✔CHAMPVA - ✔✔The Civilian Health and Medical Program for the Veterans
Administration is an insurance program for the families of veterans.
-CHAMPVA is always secondary to Medicare
-CHAMPVA is secondary to other insurance plans except Medicaid
✔✔Charity care - ✔✔Free or discounted medical care provided to patients who do not
have the ability to pay for all or a part of medical costs due to limited income or financial
hardship.
✔✔Co-insurance - ✔✔The percentage amount that is payable, per policy provisions,
toward medical costs after the deductible has been met. For example, a patient's
coinsurance amount may be 20 percent, and the insurance company's coinsurance
could be 80 percent under a contract.
, ✔✔Condition code 44 - ✔✔Sometimes a Medicare patient is admitted to a hospital as
an inpatient but, upon internal review, the hospital determines the services did not meet
inpatient criteria and the admission is changed to observation. This rule has become
informally known as "condition code 44."
✔✔Co-payment - ✔✔A payment that must be made by a covered person at the time of
service. Services that require a co-pay, and the predetermined amount payable for each
service, are specified in the policy. Co-payments may be required for physician visits,
prescriptions or hospital services.
✔✔Electronic protected health information (ePHI) - ✔✔Any protected health information
(PHI) as identified under HIPAA that is produced, saved, received or transferred in an
electronic format.
✔✔Deductible - ✔✔The amount of eligible expenses a covered person must pay each
year from his/her own pocket before the plan will begin to pay for eligible benefits.
✔✔DNV-GL Accreditation - ✔✔DNV Healthcare is an accreditation organization
approved by CMS in 2008 that has accredited approximately 500 hospitals.
It integrates the CMS Conditions of Participation with the IDO 9001 Quality
Management program. Its survey teams visit annually. It offers several certifications,
such as Managing Infection Risk and Primary Stroke Center. Its tagline is "Safer,
Smarter, Greener."
✔✔Downtime - ✔✔Time the computer system is unavailable to users.
✔✔Electronic health record (EHR) - ✔✔A real-time, digitized version of a patient's
medical history that allows secure information access to authorized users. Standard
clinical and medical data is gathered by a provider and stored in electronic files. EHR
goes beyond a single provider and can contain shared information from multiple
providers to develop a comprehensive patient history.
✔✔Emergency Medical Treatment and Labor Act (EMTALA) - ✔✔"Anti-Dumping"
statute. Federal law protecting patients against discrimination regardless of ability to
pay; mandates patients receive a medical screening exam and stabilizing treatment
when seeking emergency medical care or when in active labor.
✔✔Emergency Services - ✔✔Patients examined on an unscheduled emergent basis for
immediate treatment in the emergency facilities of a hospital. Depending on the
outcome of the exam and treatment, the patient may be admitted as an observation
patient, admitted to the facility as an inpatient, or transferred to another facility as
deemed necessary by the physician.
✔✔CS5. Communication is:
a. Providing a newspaper to the patient or family
b. Exchanging information with the patient
c. Sharing the telephone with the patient
d. Giving a patient a prescription - ✔✔B
✔✔CS6. Which is not a KPI in Patient Access?
a. Accuracy rate
b. CLABSI rate
c. Patient satisfaction score
d. Pre-registration rate - ✔✔B
✔✔CS7. HEAT stands for:
a. Help the patient, explain the situation, apologize, thank the patient
b. Hear the patient out, explain the situation, apologize, take responsibility for actions
c. Hear them out, empathize with the customer, apologize, take responsibility for actions
d. Hear them out, empathize with the customer, amend the situation, thank the patient -
✔✔C
✔✔CS8. All of the following are ways we communicate, except:
a. Body language
b. Eating
c. Talking
d. Facial expressions - ✔✔B
✔✔CS9. What are the three steps to communication?
a. Decipher, transmission, receiving
b. Encoding, transmission, sharing
c. Encoding, transmission, decoding
d. Decipher, receiving, transmitting - ✔✔C
,✔✔CS10. Compassion and respect can be demonstrated in all of the following ways,
except:
a. Smiling
b. Making eye contact
c. Calling the patient "Dear"
d. Greeting the patient - ✔✔B
✔✔Accreditation - ✔✔Defined as "a self-assessment and external peer assessment
process used by healthcare organizations to accurately assess their level of
performance in relation to established standards and to implement ways to continuously
improve."
Accreditation is a review process conducted by an independent third party that an
organization participates in to show their ability to meet or exceed established industry
standards and regulatory requirements. In healthcare, accreditation reflects an
organization's dedication to patient care, high standards and an extraordinary patient
experience. There are several accrediting bodies in healthcare, including The Joint
Commission (TJC), Healthcare Facilities Accreditation Program (HFAP) and DNV-GL.
✔✔Acute care - ✔✔Medical attention given to patients with conditions of sudden onset
that demand urgent attention or care of limited duration when the patient's health and
wellness would deteriorate without treatment. The care is generally short-term rather
than long-term or chronic care.
✔✔Acute Inpatient Care - ✔✔A level of healthcare delivered to patients experiencing
acute illness or trauma. Acute care is generally short-term (<30 days).
✔✔Advance Beneficiary Notice (ABN) - ✔✔Written notice issued to a fee-for-service
(Original Medicare) beneficiary before furnishing items or services that are usually
covered by Medicare but are not expected to be paid in a specific instance for certain
reasons, such as lack of medical necessity.
✔✔Advance Directive/Living Will - ✔✔Also known as a medical directive, healthcare
directive or a living will, a legal document in which a person has outlined what they
would like to be done if they are no longer able to make decisions for themselves due to
incapacity or illness.
✔✔Ambulatory Services/Same-Day Surgery - ✔✔Patient receives surgical treatment
and is discharged from the facility within four to six hours of procedure. Ambulatory
services can occur in an outpatient hospital department or in a freestanding ambulatory
care facility.
✔✔Ancillary Services - ✔✔Physician refers patients for scheduled and non-scheduled
services such as radiology, laboratory, and/or other services that are performed in a
hospital or clinic setting. Patients leave the facility once the services are completed.
,✔✔Anti-Kickback Statute - ✔✔Anti-fraud federal criminal statute that prohibits offering
or exchange of anything of value in exchange for healthcare business referrals,
including cash, rent, expensive hotel stays, etc.
✔✔Authorization Requirement - ✔✔Certain services need authorizations while other
procedures might not. Some insurance companies require a CPT code, so make sure
you have that available.
✔✔Batch Processing - ✔✔Execution of a series of jobs in a computer program without
manual intervention; it is used to help maximize the use of computer resources and
stabilize response time by performing system-intensive work during hours when users
are less likely to require access. Unlike real-time transactions, jobs executed in batch
are not available for users to view until after the batch is run.
✔✔Carve Out - ✔✔A decision to separately purchase a service, which is typically a part
of an indemnity of an HMO plan. For example, an HMO may "carve out" the behavioral
health benefits and select a specialized vendor to supply these services on a stand-
alone basis. Carve outs may also include medical devices that the plan pays for in
addition to the contracted per diem or case rate. Pre-certification/pre-authorization is
often required for these benefits and services.
✔✔Case Management - ✔✔Coordination of services to help meet a patient's healthcare
needs.
✔✔Centers for Medicare and Medicaid Services (CMS): - ✔✔Federal agency under the
Department of Health and Humans Services (HHS) that administers Medicare and
partners with state governments for administration of Medicaid and other programs,
including the Children's Health Insurance Program (CHIP).
✔✔CHAMPVA - ✔✔The Civilian Health and Medical Program for the Veterans
Administration is an insurance program for the families of veterans.
-CHAMPVA is always secondary to Medicare
-CHAMPVA is secondary to other insurance plans except Medicaid
✔✔Charity care - ✔✔Free or discounted medical care provided to patients who do not
have the ability to pay for all or a part of medical costs due to limited income or financial
hardship.
✔✔Co-insurance - ✔✔The percentage amount that is payable, per policy provisions,
toward medical costs after the deductible has been met. For example, a patient's
coinsurance amount may be 20 percent, and the insurance company's coinsurance
could be 80 percent under a contract.
, ✔✔Condition code 44 - ✔✔Sometimes a Medicare patient is admitted to a hospital as
an inpatient but, upon internal review, the hospital determines the services did not meet
inpatient criteria and the admission is changed to observation. This rule has become
informally known as "condition code 44."
✔✔Co-payment - ✔✔A payment that must be made by a covered person at the time of
service. Services that require a co-pay, and the predetermined amount payable for each
service, are specified in the policy. Co-payments may be required for physician visits,
prescriptions or hospital services.
✔✔Electronic protected health information (ePHI) - ✔✔Any protected health information
(PHI) as identified under HIPAA that is produced, saved, received or transferred in an
electronic format.
✔✔Deductible - ✔✔The amount of eligible expenses a covered person must pay each
year from his/her own pocket before the plan will begin to pay for eligible benefits.
✔✔DNV-GL Accreditation - ✔✔DNV Healthcare is an accreditation organization
approved by CMS in 2008 that has accredited approximately 500 hospitals.
It integrates the CMS Conditions of Participation with the IDO 9001 Quality
Management program. Its survey teams visit annually. It offers several certifications,
such as Managing Infection Risk and Primary Stroke Center. Its tagline is "Safer,
Smarter, Greener."
✔✔Downtime - ✔✔Time the computer system is unavailable to users.
✔✔Electronic health record (EHR) - ✔✔A real-time, digitized version of a patient's
medical history that allows secure information access to authorized users. Standard
clinical and medical data is gathered by a provider and stored in electronic files. EHR
goes beyond a single provider and can contain shared information from multiple
providers to develop a comprehensive patient history.
✔✔Emergency Medical Treatment and Labor Act (EMTALA) - ✔✔"Anti-Dumping"
statute. Federal law protecting patients against discrimination regardless of ability to
pay; mandates patients receive a medical screening exam and stabilizing treatment
when seeking emergency medical care or when in active labor.
✔✔Emergency Services - ✔✔Patients examined on an unscheduled emergent basis for
immediate treatment in the emergency facilities of a hospital. Depending on the
outcome of the exam and treatment, the patient may be admitted as an observation
patient, admitted to the facility as an inpatient, or transferred to another facility as
deemed necessary by the physician.
