CHAA FINAL EXAM STUDY GUIDE TEST.
Master Study Guide I - CORRECT ANSWER
Pre-Encounter - CORRECT ANSWER
1.ATTITUDE / BEHAVIOR - CORRECT ANSWER Customer Service impressions are formed by the staff's
ATTITUDE (state of mind) and BEHAVIOR (action/reaction) towards them.
2.CUSTOMERS - CORRECT ANSWER _____________ may be any patient, family member, visitor,
physician, other hospital personnel, third party payer, vendors, suppliers, etc.
3.DEPARTMENTS/EMPLOYEES/ORGANIZATION - CORRECT ANSWER Internal customers are people in
other____________, fellow ___________, management, information services, etc. within the
_______________ who all work together in caring for the patient.
4.OUTSIDE - CORRECT ANSWER External customers are those _________________ the organization
who work with us in caring for the patient.
5.COMPASSION - CORRECT ANSWER Demonstrating ________________ is equally as important as
assuring a clean and accurate claim is generated.
6. - CORRECT ANSWER Three Key Questions to handling customer issues:
a.PROBLEM - CORRECT ANSWER What is the ___________?
b.CORRECT - CORRECT ANSWER What has the customer attempted to do to ____________ the
problem?
c.OUTCOME - CORRECT ANSWER What would the customer like to see as an ___________?
,7.UNIT/WRITING - CORRECT ANSWER Every effort should be made to resolve the problem at the
__________level. If unable to do so, submit the issue in ____________to the Manager who will follow
up with the patient.
8.PARTNERS - CORRECT ANSWER Patient safety is enhanced when patients are _____________ in the
healthcare process as much as possible.
9.EDUCATING - CORRECT ANSWER _______________ patients on their rights and responsibilities
enhances this partnership.
10.DECISIONS - CORRECT ANSWER The PAS should recognize that each patient is an individual with
unique healthcare needs, and be committed to assist them in exercising their own healthcare
__________________.
11.LANGUAGE/12/POSTED - CORRECT ANSWER State and Federal laws require us to provide the rights
and responsibilities to patients upon admission in a _______________ the can understand, in no smaller
than _______ point font (unless otherwise required...this is typed in 12 pt font). Patient's Rights will be
___________ in key locations throughout the facility as well.
12.COMPETENCE - CORRECT ANSWER COMPASSION = _______________
13.COMMUNICATION/RECEIVED - CORRECT ANSWER _____________________ is the process in which
messages are transmitted. Effective communication isn't only talking; it also includes ENSURING YOUR
MESSAGE HAS BEEN _______________.
14.55/38/7 - CORRECT ANSWER Communication is ________% Body Language, ____% Tone of Voice,
and _____% the Words you use.
15.ENCODED - CORRECT ANSWER Messages are _______________ through words, gestures, tone of
voice, etc.
16.TRANSMITTED - CORRECT ANSWER Messages are _______________ face to face, over the phone,
letter, email, text, etc.
, 17.DECODED - CORRECT ANSWER Messages are ________________ by the person who receives it when
they try to figure out what it means.
18.FEEDBACK - CORRECT ANSWER When communicating, you must OBTAIN _____________to clarify
the message was received accurately.
19.MEDICAL JARGON - CORRECT ANSWER Fancy medical words that the patient may not know are
referred to as _________________ _____________. Avoid using this at all costs.
20.PARALANGUAGE - CORRECT ANSWER Tone, pitch, quality and range of speech that is affected by
cultural and regional dialects and accents is known as ______________________.
21.NONVERBAL - CORRECT ANSWER Reading ____________________ communication cues from
patients will often tell you if they are nervous, defensive, angry, etc.
22.HEAR /EMPATHIZE/APOLOGIZE/TAKE RESPONSIBILITY - CORRECT ANSWER Apply HEAT to situations
involving angry patients. H- ______________________; E- _______________; A-
_____________________; T-__________________.
23.OPEN - CORRECT ANSWER Ask ____________ ended questions that begin with who, what, when,
where, why.
24.DIFFUSE - CORRECT ANSWER Your role in dealing with angry patients is to ________________ the
situation by acting with patience, tact, and diplomacy.
25.BELITTLE - CORRECT ANSWER Never _______________ or make light of their problem.
26. - CORRECT ANSWER Three things registration staff should be able to do is:
a.REGISTRATION/INSURANCE - CORRECT ANSWER Ask the right questions to complete ______________
and verify ______________.
Master Study Guide I - CORRECT ANSWER
Pre-Encounter - CORRECT ANSWER
1.ATTITUDE / BEHAVIOR - CORRECT ANSWER Customer Service impressions are formed by the staff's
ATTITUDE (state of mind) and BEHAVIOR (action/reaction) towards them.
2.CUSTOMERS - CORRECT ANSWER _____________ may be any patient, family member, visitor,
physician, other hospital personnel, third party payer, vendors, suppliers, etc.
3.DEPARTMENTS/EMPLOYEES/ORGANIZATION - CORRECT ANSWER Internal customers are people in
other____________, fellow ___________, management, information services, etc. within the
_______________ who all work together in caring for the patient.
4.OUTSIDE - CORRECT ANSWER External customers are those _________________ the organization
who work with us in caring for the patient.
5.COMPASSION - CORRECT ANSWER Demonstrating ________________ is equally as important as
assuring a clean and accurate claim is generated.
6. - CORRECT ANSWER Three Key Questions to handling customer issues:
a.PROBLEM - CORRECT ANSWER What is the ___________?
b.CORRECT - CORRECT ANSWER What has the customer attempted to do to ____________ the
problem?
c.OUTCOME - CORRECT ANSWER What would the customer like to see as an ___________?
,7.UNIT/WRITING - CORRECT ANSWER Every effort should be made to resolve the problem at the
__________level. If unable to do so, submit the issue in ____________to the Manager who will follow
up with the patient.
8.PARTNERS - CORRECT ANSWER Patient safety is enhanced when patients are _____________ in the
healthcare process as much as possible.
9.EDUCATING - CORRECT ANSWER _______________ patients on their rights and responsibilities
enhances this partnership.
10.DECISIONS - CORRECT ANSWER The PAS should recognize that each patient is an individual with
unique healthcare needs, and be committed to assist them in exercising their own healthcare
__________________.
11.LANGUAGE/12/POSTED - CORRECT ANSWER State and Federal laws require us to provide the rights
and responsibilities to patients upon admission in a _______________ the can understand, in no smaller
than _______ point font (unless otherwise required...this is typed in 12 pt font). Patient's Rights will be
___________ in key locations throughout the facility as well.
12.COMPETENCE - CORRECT ANSWER COMPASSION = _______________
13.COMMUNICATION/RECEIVED - CORRECT ANSWER _____________________ is the process in which
messages are transmitted. Effective communication isn't only talking; it also includes ENSURING YOUR
MESSAGE HAS BEEN _______________.
14.55/38/7 - CORRECT ANSWER Communication is ________% Body Language, ____% Tone of Voice,
and _____% the Words you use.
15.ENCODED - CORRECT ANSWER Messages are _______________ through words, gestures, tone of
voice, etc.
16.TRANSMITTED - CORRECT ANSWER Messages are _______________ face to face, over the phone,
letter, email, text, etc.
, 17.DECODED - CORRECT ANSWER Messages are ________________ by the person who receives it when
they try to figure out what it means.
18.FEEDBACK - CORRECT ANSWER When communicating, you must OBTAIN _____________to clarify
the message was received accurately.
19.MEDICAL JARGON - CORRECT ANSWER Fancy medical words that the patient may not know are
referred to as _________________ _____________. Avoid using this at all costs.
20.PARALANGUAGE - CORRECT ANSWER Tone, pitch, quality and range of speech that is affected by
cultural and regional dialects and accents is known as ______________________.
21.NONVERBAL - CORRECT ANSWER Reading ____________________ communication cues from
patients will often tell you if they are nervous, defensive, angry, etc.
22.HEAR /EMPATHIZE/APOLOGIZE/TAKE RESPONSIBILITY - CORRECT ANSWER Apply HEAT to situations
involving angry patients. H- ______________________; E- _______________; A-
_____________________; T-__________________.
23.OPEN - CORRECT ANSWER Ask ____________ ended questions that begin with who, what, when,
where, why.
24.DIFFUSE - CORRECT ANSWER Your role in dealing with angry patients is to ________________ the
situation by acting with patience, tact, and diplomacy.
25.BELITTLE - CORRECT ANSWER Never _______________ or make light of their problem.
26. - CORRECT ANSWER Three things registration staff should be able to do is:
a.REGISTRATION/INSURANCE - CORRECT ANSWER Ask the right questions to complete ______________
and verify ______________.
