Certified Healthcare Access Associate (CHAA) Study
Guide.
What act requires language barriers to be identified and accommodated? - Correct
Answer American with Disabilities Act (ADA) under Title III
What does AIDET stand for? - Correct Answer Acknowledge, Introduce, Duration,
Explanation and Thanks
Two ways of obtaining customer feedback - Correct Answer Active and Passive
What is active customer feedback? - Correct Answer The provider requests information
from the patient
What is passive feedback? - Correct Answer The process of responding to patient
complaints and concerns
Uses for positive and negative survey results? - Correct Answer Positive scores for
public relations, Negative scores for performance improvement
3 factors to consider when initiating a patient satisfaction survey - Correct Answer data
measurements are required, important to the organizations decision-making and
important to day-to-day management
What is HCAHPS? - Correct Answer (Hospital Consumer Assessment of Healthcare
Providers and Systems) is a survey of hospital patients that captures their perspective
on hospital care
Purpose of a quality improvement program - Correct Answer collect data, analyze data,
initiate education, and evaluate actions
Definition of quality control - Correct Answer the performance processes through which
actual performance is measured and compared with goals
Definition of quality assurance/improvement - Correct Answer an approach to the
continuous study and improvement of providing healthcare services
Definition of performance improvement - Correct Answer The continuous study and
adaptation of a healthcare organization's functions and processes
What are KPIs? - Correct Answer (Key Performance Indicators) are quantifiable
measurements that reflect the critical success factors of an organization
, General Key Performance Indicators (KPI) for Patient Access - Correct Answer pre-
registration percentage, wait times, accuracy rate, collections, productivity, patient
satisfaction, unbilled dollars, employee satisfaction
3 Steps to Communication - Correct Answer Encoding, Transmission, Decoding
Definition of Encoding - Correct Answer a message is translated from an idea into
symbols
Definition of Transmission - Correct Answer The encoded message is sent through
some medium to the receiver
Definition of Decoding - Correct Answer The receiver must translate or interpret the
symbols used by the sender
Barriers to Communication - Correct Answer Gate-keeping, distrust, status, emotions,
lack of self-confidence, impatience, and low motivation to communicate
What does HEAT mean for communication? - Correct Answer hear them out,
Empathize with the customer, Apologize for the inconvenience, Take responsibility for
action
What does MPI stand for? - Correct Answer Master Patient Index
What are standard precautions? - Correct Answer A met of infection control practices
that healthcare personnel use to reduce transmission of microorganisms
What is the Office of the Inspector General (OIG)? - Correct Answer A division of the
US Dept. of Health and Human Services (HHS) that is responsible to protect the
integrity of HHS programs and the wellbeing of its beneficiaries
OIG definition of compliance - Correct Answer A dynamic process that helps to ensure
that hospitals are better able to fulfill their commitment to ethical behavior
Elements of a compliance Program - Correct Answer Establish compliance standards,
assign oversight responsibility, evaluate employees, education on compliance issues,
monitoring reporting systems, discipline for non-compliance, and respond to offenses
Potential Patient Access Compliance areas - Correct Answer code of conduct,
admission policy, discharge policy, patient referrals, physician agreements, claim
development
Areas at high risk for non-compliance - Correct Answer Billing for services not rendered,
providing medically unnecessary services, up coding, duplicate billing, unbundling,
patient's freedom of choice, credit balances
Guide.
What act requires language barriers to be identified and accommodated? - Correct
Answer American with Disabilities Act (ADA) under Title III
What does AIDET stand for? - Correct Answer Acknowledge, Introduce, Duration,
Explanation and Thanks
Two ways of obtaining customer feedback - Correct Answer Active and Passive
What is active customer feedback? - Correct Answer The provider requests information
from the patient
What is passive feedback? - Correct Answer The process of responding to patient
complaints and concerns
Uses for positive and negative survey results? - Correct Answer Positive scores for
public relations, Negative scores for performance improvement
3 factors to consider when initiating a patient satisfaction survey - Correct Answer data
measurements are required, important to the organizations decision-making and
important to day-to-day management
What is HCAHPS? - Correct Answer (Hospital Consumer Assessment of Healthcare
Providers and Systems) is a survey of hospital patients that captures their perspective
on hospital care
Purpose of a quality improvement program - Correct Answer collect data, analyze data,
initiate education, and evaluate actions
Definition of quality control - Correct Answer the performance processes through which
actual performance is measured and compared with goals
Definition of quality assurance/improvement - Correct Answer an approach to the
continuous study and improvement of providing healthcare services
Definition of performance improvement - Correct Answer The continuous study and
adaptation of a healthcare organization's functions and processes
What are KPIs? - Correct Answer (Key Performance Indicators) are quantifiable
measurements that reflect the critical success factors of an organization
, General Key Performance Indicators (KPI) for Patient Access - Correct Answer pre-
registration percentage, wait times, accuracy rate, collections, productivity, patient
satisfaction, unbilled dollars, employee satisfaction
3 Steps to Communication - Correct Answer Encoding, Transmission, Decoding
Definition of Encoding - Correct Answer a message is translated from an idea into
symbols
Definition of Transmission - Correct Answer The encoded message is sent through
some medium to the receiver
Definition of Decoding - Correct Answer The receiver must translate or interpret the
symbols used by the sender
Barriers to Communication - Correct Answer Gate-keeping, distrust, status, emotions,
lack of self-confidence, impatience, and low motivation to communicate
What does HEAT mean for communication? - Correct Answer hear them out,
Empathize with the customer, Apologize for the inconvenience, Take responsibility for
action
What does MPI stand for? - Correct Answer Master Patient Index
What are standard precautions? - Correct Answer A met of infection control practices
that healthcare personnel use to reduce transmission of microorganisms
What is the Office of the Inspector General (OIG)? - Correct Answer A division of the
US Dept. of Health and Human Services (HHS) that is responsible to protect the
integrity of HHS programs and the wellbeing of its beneficiaries
OIG definition of compliance - Correct Answer A dynamic process that helps to ensure
that hospitals are better able to fulfill their commitment to ethical behavior
Elements of a compliance Program - Correct Answer Establish compliance standards,
assign oversight responsibility, evaluate employees, education on compliance issues,
monitoring reporting systems, discipline for non-compliance, and respond to offenses
Potential Patient Access Compliance areas - Correct Answer code of conduct,
admission policy, discharge policy, patient referrals, physician agreements, claim
development
Areas at high risk for non-compliance - Correct Answer Billing for services not rendered,
providing medically unnecessary services, up coding, duplicate billing, unbundling,
patient's freedom of choice, credit balances
