CHAA EXAM SCRIPT 2026 FULL QUESTIONS
WITH VERIFIED ANSWERS
◉ NAHAM. Answer: The National Association of Healthcare Access
Management
◉ AIDET. Answer: Acknowledge, Introduce, Duration, Explanation
and Thanks
◉ Active Customer Feedback. Answer: occurs when the provider
requests information from the patient. Ex. Customer surveys,
Customer comment cards and Customer callback programs
◉ Passive Customer Feedback. Answer: 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. Answer: -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:. Answer: -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
◉ HCAHPS (also known as Hospital CAHPS). Answer: 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:. Answer: -
Collect data
-Analyze data
-Initiate education or remedial action
-Evaluate actions
◉ TJC. Answer: 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:. Answer: 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:. Answer: 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:. Answer: The
continuous study and adaptation of a healthcare organization's
functions and processes to increase the probability of achieving
desired outcomes.
, ◉ KPI. Answer: Key Performance Indicators
◉ KPIs generally monitored in Patient Access. Answer: -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. Answer: 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:. Answer: 1. Encoding: The
message is translated from an idea into symbols such as words,
facial expressions, gestures and actions that "hopefully" represent
WITH VERIFIED ANSWERS
◉ NAHAM. Answer: The National Association of Healthcare Access
Management
◉ AIDET. Answer: Acknowledge, Introduce, Duration, Explanation
and Thanks
◉ Active Customer Feedback. Answer: occurs when the provider
requests information from the patient. Ex. Customer surveys,
Customer comment cards and Customer callback programs
◉ Passive Customer Feedback. Answer: 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. Answer: -Face to face
-Telephone survey
-Mail-in questionnaire
-Patient portal
,-Secret shopping
◉ When initiating a patient satisfaction survey, it is important to
determine:. Answer: -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
◉ HCAHPS (also known as Hospital CAHPS). Answer: 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:. Answer: -
Collect data
-Analyze data
-Initiate education or remedial action
-Evaluate actions
◉ TJC. Answer: 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:. Answer: 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:. Answer: 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:. Answer: The
continuous study and adaptation of a healthcare organization's
functions and processes to increase the probability of achieving
desired outcomes.
, ◉ KPI. Answer: Key Performance Indicators
◉ KPIs generally monitored in Patient Access. Answer: -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. Answer: 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:. Answer: 1. Encoding: The
message is translated from an idea into symbols such as words,
facial expressions, gestures and actions that "hopefully" represent
