CHAA Study Guide Questions And Answers Already Passed!!

Attitude and behavior - Customer service impressions are formed by the staff's what? Customers - Patients, family members, visitors, physicians, other staff members, vendors, and insurance companies are all considered to be? Compassion - Demonstrating ________ is equally important as assuring a clean and accurate claim is generated? Educating them on their rights and responsibilities -What enhances the healthcare partnership between a patient and provider? In a language they can understand and normal print - State and federal laws require that we provide a patient their rights and responsibilities how? Good communication and ensuring your message has been received - Effective communication includes? 55% body language, 38% tone and 7% words - Communication is what percentage? Feedback - What do you obtain to clarify that your message was received accurately? Medical jargon - What do you need to avoid using at all costs? Nonverbal - Reading what kind of cues from patients will often tell you if they are nervous, defensive and angry, etc? HEAT - What do you apply to help deal with angry patients?Belittle - What should you never do about a patient's problem? Documented - If it is not _______ then it did not happen First visit - When is the patient's medical record number assigned? Only when it is an ER visit - When can a patient request a copy of their medical record? Prior to any services being done - When must you discuss a patient's financial obligation with them? Name, DOB, Phone number, Insurance information, employment - What are five date elements that are required in the registration system? Emergency Room - EMTALA is only relevant to which department?