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CHAA Exam Questions with Detailed
Verified Answers (100% Correct Answers)
/Already Graded A+
CHAA
Ans: Certified Healthcare Access Associate
NAHAM
Ans: The National Association of Healthcare Access Management
AIDET
Ans: Acknowledge, Introduce, Duration, Explanation and Thanks
Active Customer Feedback
Ans: occurs when the provider requests information from the patient. Ex. Customer surveys,
Customer comment cards and Customer callback programs
Passive Customer Feedback
Ans: Is the formal and informal process of obtaining and responding to patient compliments
and concerns. Ex. Reviewing letters from patients and families and Conversations with
patients/families
Types of Surveys
Ans: -Face to face
-Telephone survey
-Mail-in questionnaire
-E-mail
-Patient portal
-Secret shopping
When initiating a patient satisfaction survey, it is important to determine:
Ans: -What data measurements are required
-What data measurements are important to the organization's decision-making process
-What data measurements are important to day-to-day management
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HCAHPS (also known as Hospital CAHPS)
Ans: Hospital Consumer Assessment of Healthcare Providers and Systems and is a
standardized survey of hospital patients that will capture patients' unique perspectives on
hospital care for the purpose of providing the public with comparable information on hospital
quality.
The purpose of any quality improvement program is to:
Ans: -Collect data
-Analyze data
-Initiate education or remedial action
-Evaluate actions
TJC
Ans: The Joint Commission (TJC) is an independent, not-for-profit organization that evaluates
and accredits more than 21,000 healthcare organizations in the United States3. TJC evaluates
hospitals, healthcare networks, managed care organizations and healthcare organizations that
provide home care, long-term care, behavioral health care, and laboratory and ambulatory
care services. TJC was founded in 1951 and is considered the nation's oldest and largest
standards-setting and healthcare accrediting body.
Its mission is "to continuously improve healthcare for the public, in collaboration with other
stakeholders, by evaluating healthcare organizations and inspiring them to excel in providing
safe and effective care of the highest quality and value."
The Joint Commission, requires healthcare organizations to identify and report on quality
improvement initiatives.
TJC defines quality control as:
Ans: The performance processes through which actual performance is measured and
compared with goals, and the difference is acted on.
TJC defines quality assurance/improvement as:
Ans: An approach to the continuous study and improvement of providing healthcare services
to meet the needs of individuals and others.
TJC defines performance improvement as:
Ans: The continuous study and adaptation of a healthcare organization's functions and
processes to increase the probability of achieving desired outcomes.
KPI
Ans: Key Performance Indicators
KPIs generally monitored in Patient Access
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Ans: -Pre-registration percentage
-Wait times: during scheduling and arrival
-Accuracy rate
-Upfront collections/point-of-service (POS) collections
-Unbilled dollars
-Productivity
-Patient satisfaction
-Employee satisfaction
-Insurance verification rate
-Scheduling abandonment rate
Communication
Ans: Is a giving or exchanging of information or messages by talk, gestures, writing, etc.
Only seven percent of a message is communicated by words, about 38 percent is tone of
voice, and 55 percent is body language.
Three steps to communication:
Ans: 1. Encoding: The message is translated from an idea into symbols such as words, facial
expressions, gestures and actions that "hopefully" represent the intended meaning. The more
important the message, the more attention needs to be given to the encoding step.
2. Transmission: The encoded message is sent through some medium to the receiver. The
communication channel through which the message is sent is often the determinate for success
(face-to-face vs. letter).
3. Decoding: The receiver must translate or interpret the symbols used byby the sender. The
interpretation is based on what the symbols mean to the receiver.
Paralanguage
Ans: Is the tone, volume, pitch, quality and range of speech. This is the area where you have
to account for differences in communication: age, language, cultural differences, education
levels and pronunciation.
Nonverbal Communication Clues
Ans: Body language and visual behavior
Barriers to communication include:
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Ans: -Language
-Misconception
-Pain
-Fear
-Cultural beliefs
-Religious beliefs
-Physical impairment
-Emotional impairment
-Stereotypes
-Bias, prejudice
-Age
-Educational background
-Low motivation to communicate
-Defensiveness
-Partisan point of view — occurs when staff hold personal points of view on an issue
-Gate-keeping — determining which information to share and which to withhold
-System overload — too many messages
-Bypassing — occurs when the sender and receiver don't have enough in common to
accurately decode
-Distrust
-Status barrier — lower-level staff don't feel comfortable communicating with higher-level
management
-Lack of assertiveness or self-confidence needed to voice opinions
-Impatience when trying to communicate with someone with less expertise
HEAT
Ans: H: Hear them out
E: Empathize with the customer
A: Apologize for the inconvenience
T: Take responsibility for action
Patient Identification
Ans: includes obtaining the patient's legal name, date of birth and additional identifying
information. This information is matched against the existing Master Patient Index (MPI) to
retrieve the patient's permanent medical record if there has been a previous encounter with
the healthcare system. If the patient is new to the healthcare system, the basic identifying
information becomes the basis of a new health record.
According to the Centers for Disease Control and Prevention (CDC), Standard Precautions:
CHAA Exam Questions with Detailed
Verified Answers (100% Correct Answers)
/Already Graded A+
CHAA
Ans: Certified Healthcare Access Associate
NAHAM
Ans: The National Association of Healthcare Access Management
AIDET
Ans: Acknowledge, Introduce, Duration, Explanation and Thanks
Active Customer Feedback
Ans: occurs when the provider requests information from the patient. Ex. Customer surveys,
Customer comment cards and Customer callback programs
Passive Customer Feedback
Ans: Is the formal and informal process of obtaining and responding to patient compliments
and concerns. Ex. Reviewing letters from patients and families and Conversations with
patients/families
Types of Surveys
Ans: -Face to face
-Telephone survey
-Mail-in questionnaire
-Patient portal
-Secret shopping
When initiating a patient satisfaction survey, it is important to determine:
Ans: -What data measurements are required
-What data measurements are important to the organization's decision-making process
-What data measurements are important to day-to-day management
, Page |2
HCAHPS (also known as Hospital CAHPS)
Ans: Hospital Consumer Assessment of Healthcare Providers and Systems and is a
standardized survey of hospital patients that will capture patients' unique perspectives on
hospital care for the purpose of providing the public with comparable information on hospital
quality.
The purpose of any quality improvement program is to:
Ans: -Collect data
-Analyze data
-Initiate education or remedial action
-Evaluate actions
TJC
Ans: The Joint Commission (TJC) is an independent, not-for-profit organization that evaluates
and accredits more than 21,000 healthcare organizations in the United States3. TJC evaluates
hospitals, healthcare networks, managed care organizations and healthcare organizations that
provide home care, long-term care, behavioral health care, and laboratory and ambulatory
care services. TJC was founded in 1951 and is considered the nation's oldest and largest
standards-setting and healthcare accrediting body.
Its mission is "to continuously improve healthcare for the public, in collaboration with other
stakeholders, by evaluating healthcare organizations and inspiring them to excel in providing
safe and effective care of the highest quality and value."
The Joint Commission, requires healthcare organizations to identify and report on quality
improvement initiatives.
TJC defines quality control as:
Ans: The performance processes through which actual performance is measured and
compared with goals, and the difference is acted on.
TJC defines quality assurance/improvement as:
Ans: An approach to the continuous study and improvement of providing healthcare services
to meet the needs of individuals and others.
TJC defines performance improvement as:
Ans: The continuous study and adaptation of a healthcare organization's functions and
processes to increase the probability of achieving desired outcomes.
KPI
Ans: Key Performance Indicators
KPIs generally monitored in Patient Access
, Page |3
Ans: -Pre-registration percentage
-Wait times: during scheduling and arrival
-Accuracy rate
-Upfront collections/point-of-service (POS) collections
-Unbilled dollars
-Productivity
-Patient satisfaction
-Employee satisfaction
-Insurance verification rate
-Scheduling abandonment rate
Communication
Ans: Is a giving or exchanging of information or messages by talk, gestures, writing, etc.
Only seven percent of a message is communicated by words, about 38 percent is tone of
voice, and 55 percent is body language.
Three steps to communication:
Ans: 1. Encoding: The message is translated from an idea into symbols such as words, facial
expressions, gestures and actions that "hopefully" represent the intended meaning. The more
important the message, the more attention needs to be given to the encoding step.
2. Transmission: The encoded message is sent through some medium to the receiver. The
communication channel through which the message is sent is often the determinate for success
(face-to-face vs. letter).
3. Decoding: The receiver must translate or interpret the symbols used byby the sender. The
interpretation is based on what the symbols mean to the receiver.
Paralanguage
Ans: Is the tone, volume, pitch, quality and range of speech. This is the area where you have
to account for differences in communication: age, language, cultural differences, education
levels and pronunciation.
Nonverbal Communication Clues
Ans: Body language and visual behavior
Barriers to communication include:
, Page |4
Ans: -Language
-Misconception
-Pain
-Fear
-Cultural beliefs
-Religious beliefs
-Physical impairment
-Emotional impairment
-Stereotypes
-Bias, prejudice
-Age
-Educational background
-Low motivation to communicate
-Defensiveness
-Partisan point of view — occurs when staff hold personal points of view on an issue
-Gate-keeping — determining which information to share and which to withhold
-System overload — too many messages
-Bypassing — occurs when the sender and receiver don't have enough in common to
accurately decode
-Distrust
-Status barrier — lower-level staff don't feel comfortable communicating with higher-level
management
-Lack of assertiveness or self-confidence needed to voice opinions
-Impatience when trying to communicate with someone with less expertise
HEAT
Ans: H: Hear them out
E: Empathize with the customer
A: Apologize for the inconvenience
T: Take responsibility for action
Patient Identification
Ans: includes obtaining the patient's legal name, date of birth and additional identifying
information. This information is matched against the existing Master Patient Index (MPI) to
retrieve the patient's permanent medical record if there has been a previous encounter with
the healthcare system. If the patient is new to the healthcare system, the basic identifying
information becomes the basis of a new health record.
According to the Centers for Disease Control and Prevention (CDC), Standard Precautions:
