PRE - ENCOUNTER—CHAA QUESTIONS WITH COMPLETE SOLUTIONS

CUSTOMER SERVICE correct answer: - Most organizations recognize that excellence in service is an essential part of providing high quality healthcare. --Impressions about a facility's service levels are the result of staff behavior and attitude. --Attitude is a state of mind or feeling that reflects a person's disposition in relation to another person, thing, or situation. --Behavior is an action/reaction, or a role under specified circumstances; the way we conduct ourselves. **customers have a perception of our attitude based on our behaviors. When access staff imagines them or their loved ones receiving healthcare services, it helps keep patient relations in the forefront of their mind and encourages constructive behavior. Patient access services customers are both internal and external. INTERNAL CUSTOMER SERVICES correct answer: --Internal customers include other departments within the healthcare facility as well as fellow employees including management. --Meeting expectations of internal customers involves providing clear and accurate communication through verbal and written documentation to ensure a clean claim is processed. --Information services is a vital internal customer and key to ensuring that adequate software and hardware is available to optimize performance in access services. --Demonstrating excellence in customer service to internal customers sets a positive impression for those ext