CHAA MASTER STUDY GUIDE 1 EXAM
2025 QUESTIONS AND ANSWERS
Customer service impressions are formed by the staff's ______ and _______ towards them. -
ANS attitude and behavior
_______ may be any patient, family member, visitor, physician, other hospital, personnel, third
party payer, vendors, suppliers, etc. - ANS Customers
Internal customers are people in other _______ , fellow ______, management, information
services, etc. within the __________ who all work together in caring for the patient. -
ANS departments, employees, organization
External customers are those _________ the organization who all work with us in caring for
patients. - ANS outside
Demonstrating __________ is equally as important as assuring a clean and accurate claim is
generated. - ANS compassion
Three key questions to handling customer issues: - ANS A. What is the Problem
B. What has the customer attempted to do to correct the problem
C. What would the customer like to see as an outcome
Every effort should be made to resolve the problem at the __________ level. If unable to do so,
submit the issue in _________ writing to the Manager who will follow up with the patient -
ANS unit, writing
1
Page
@COPYRIGHT FYNDLAY 2025/2026
2025 QUESTIONS AND ANSWERS
Customer service impressions are formed by the staff's ______ and _______ towards them. -
ANS attitude and behavior
_______ may be any patient, family member, visitor, physician, other hospital, personnel, third
party payer, vendors, suppliers, etc. - ANS Customers
Internal customers are people in other _______ , fellow ______, management, information
services, etc. within the __________ who all work together in caring for the patient. -
ANS departments, employees, organization
External customers are those _________ the organization who all work with us in caring for
patients. - ANS outside
Demonstrating __________ is equally as important as assuring a clean and accurate claim is
generated. - ANS compassion
Three key questions to handling customer issues: - ANS A. What is the Problem
B. What has the customer attempted to do to correct the problem
C. What would the customer like to see as an outcome
Every effort should be made to resolve the problem at the __________ level. If unable to do so,
submit the issue in _________ writing to the Manager who will follow up with the patient -
ANS unit, writing
1
Page
@COPYRIGHT FYNDLAY 2025/2026
