Certified Healthcare Access Associate
(CHAA) Study Guide with Complete
Solutions .(RATED A+)
What act requires language barriers to be identified and accommodated? - ANSWER-
American with Disabilities Act (ADA) under Title III
What does AIDET stand for? - ANSWER-Acknowledge, Introduce, Duration,
Explanation and Thanks
Two ways of obtaining customer feedback - ANSWER-Active and Passive
What is active customer feedback? - ANSWER-The provider requests information from
the patient
What is passive feedback? - ANSWER-The process of responding to patient complaints
and concerns
Uses for positive and negative survey results? - ANSWER-Positive scores for public
relations, Negative scores for performance improvement
3 factors to consider when initiating a patient satisfaction survey - ANSWER-data
measurements are required, important to the organizations decision-making and
important to day-to-day management
What is HCAHPS? - ANSWER-(Hospital Consumer Assessment of Healthcare
Providers and Systems) is a survey of hospital patients that captures their perspective
on hospital care
Purpose of a quality improvement program - ANSWER-collect data, analyze data,
initiate education, evaluate actions
Definition of quality control - ANSWER-the performance processes through which actual
performance is measured and compared with goals
Definition of quality assurance/improvement - ANSWER-an approach to the continuous
study and improvement of providing healthcare services
Definition of performance improvement - ANSWER-The continuous study and
adaptation of a healthcare organization's functions and processes
, What are KPIs? - ANSWER-(Key Performance Indicators) are quantifiable
measurements that reflect the critical success factors of an organization
General Key Performance Indicators (KPI) for Patient Access - ANSWER-pre-
registration percentage, wait times, accuracy rate, collections, productivity, patient
satisfaction, unbilled dollars, employee satisfaction
3 Steps to Communication - ANSWER-Encoding, Transmission, Decoding
Definition of Encoding - ANSWER-A message is translated from an idea into symbols
Definition of Transmission - ANSWER-The encoded message is sent through some
medium to the receiver
Definition of Decoding - ANSWER-The receiver must translate or interpret the symbols
used by the sender
Barriers to Communication - ANSWER-Gate-keeping, distrust, status, emotions, lack of
self confidence, impatience, low motivation to communicate
What does HEAT mean for communication? - ANSWER-Hear them out, Empathize with
the customer, Apologize for the inconvenience, Take responsibility for action
What does MPI stand for? - ANSWER-Master Patient Index
What are standard precautions? - ANSWER-A met of infection control practices that
healthcare personnel use to reduce transmission of microorganisms
What is the Office of the Inspector General (OIG)? - ANSWER-A division of the US Dept
of Health and Human Services (HHS) that is responsible to protect the integrity of HHS
programs and the well being of its beneficiaries
OIG definition of compliance - ANSWER-A dynamic process that helps to ensure that
hospitals are better able to fulfill their commitment to ethical behavior
Elements of a compliance Program - ANSWER-Establish compliance standards, assign
oversight responsibility, evaluate employees, education on compliance issues,
monitoring reporting systems, discipline for non-compliance, respond to offenses
Potential Patient Access Compliance areas - ANSWER-code of conduct, admission
policy, discharge policy, patient referrals, physician agreements, claim development
Areas at high risk for non-compliance - ANSWER-Billing for services not rendered,
providing medically unnecessary services, upcoding, duplicate billing, unbundling,
patient's freedom of choice, credit balances
(CHAA) Study Guide with Complete
Solutions .(RATED A+)
What act requires language barriers to be identified and accommodated? - ANSWER-
American with Disabilities Act (ADA) under Title III
What does AIDET stand for? - ANSWER-Acknowledge, Introduce, Duration,
Explanation and Thanks
Two ways of obtaining customer feedback - ANSWER-Active and Passive
What is active customer feedback? - ANSWER-The provider requests information from
the patient
What is passive feedback? - ANSWER-The process of responding to patient complaints
and concerns
Uses for positive and negative survey results? - ANSWER-Positive scores for public
relations, Negative scores for performance improvement
3 factors to consider when initiating a patient satisfaction survey - ANSWER-data
measurements are required, important to the organizations decision-making and
important to day-to-day management
What is HCAHPS? - ANSWER-(Hospital Consumer Assessment of Healthcare
Providers and Systems) is a survey of hospital patients that captures their perspective
on hospital care
Purpose of a quality improvement program - ANSWER-collect data, analyze data,
initiate education, evaluate actions
Definition of quality control - ANSWER-the performance processes through which actual
performance is measured and compared with goals
Definition of quality assurance/improvement - ANSWER-an approach to the continuous
study and improvement of providing healthcare services
Definition of performance improvement - ANSWER-The continuous study and
adaptation of a healthcare organization's functions and processes
, What are KPIs? - ANSWER-(Key Performance Indicators) are quantifiable
measurements that reflect the critical success factors of an organization
General Key Performance Indicators (KPI) for Patient Access - ANSWER-pre-
registration percentage, wait times, accuracy rate, collections, productivity, patient
satisfaction, unbilled dollars, employee satisfaction
3 Steps to Communication - ANSWER-Encoding, Transmission, Decoding
Definition of Encoding - ANSWER-A message is translated from an idea into symbols
Definition of Transmission - ANSWER-The encoded message is sent through some
medium to the receiver
Definition of Decoding - ANSWER-The receiver must translate or interpret the symbols
used by the sender
Barriers to Communication - ANSWER-Gate-keeping, distrust, status, emotions, lack of
self confidence, impatience, low motivation to communicate
What does HEAT mean for communication? - ANSWER-Hear them out, Empathize with
the customer, Apologize for the inconvenience, Take responsibility for action
What does MPI stand for? - ANSWER-Master Patient Index
What are standard precautions? - ANSWER-A met of infection control practices that
healthcare personnel use to reduce transmission of microorganisms
What is the Office of the Inspector General (OIG)? - ANSWER-A division of the US Dept
of Health and Human Services (HHS) that is responsible to protect the integrity of HHS
programs and the well being of its beneficiaries
OIG definition of compliance - ANSWER-A dynamic process that helps to ensure that
hospitals are better able to fulfill their commitment to ethical behavior
Elements of a compliance Program - ANSWER-Establish compliance standards, assign
oversight responsibility, evaluate employees, education on compliance issues,
monitoring reporting systems, discipline for non-compliance, respond to offenses
Potential Patient Access Compliance areas - ANSWER-code of conduct, admission
policy, discharge policy, patient referrals, physician agreements, claim development
Areas at high risk for non-compliance - ANSWER-Billing for services not rendered,
providing medically unnecessary services, upcoding, duplicate billing, unbundling,
patient's freedom of choice, credit balances
