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Master Study Guide I Pre-Encounter Customer Service impressions are formed by the staff's ATTITUDE (state of mind) and BEHAVIOR (action/reaction) towards them. correct answer: 1.ATTITUDE / BEHAVIOR _____________ may be any patient, family member, visitor, physician, other hospital personnel, third party payer, vendors, suppliers, etc. correct answer: 2.CUSTOMERS Internal customers are people in other____________, fellow ___________, management, information services, etc. within the...

CHAA Exam Questions With 100% Correct Answers 2023

CHAA Exam Study Guide Questions and Correct Solutions 2024 Under Title III of the Americans with Disabilities Act, hospitals are required to: - Answer -Provide resources to eliminate barriers in communicaton What is not important when initiating a patient satisfaction survey - Answer -What data measures are needed to care for the patient Which is not purpose of any quality improvement program - Answer -Blame someone for the mistake Which of the following is not present satisfaction survey...

CHAA - Certified Healthcare Access Associate NAHAM - The National Association of Healthcare Access Management AIDET - Acknowledge, Introduce, Duration, Explanation and Thanks Active Customer Feedback - occurs when the provider requests information from the patient. Ex. Customer surveys, Customer comment cards and Customer callback programs Passive Customer Feedback - Is the formal and informal process of obtaining and responding to patient compliments and concerns. Ex. Reviewing letters ...

Accepting Assignment - When a provider agrees to accept the allowable charges as the full fee and cannot charge the patient the difference between the insurance payment and the provider's normal fee. Access - The patient's ability to obtain medical care. The ease of access is determined by such components as the availability to the patient, the location of health care facilities. transportation, hours of operation and cost of care. Account Number - A number assigned to each account. ...

Healthcare Access - 1. Accurate and completed data collection. 2. Appropriate follow up to assure data integrity. 3. Integrates the data collection necessary for financial, clinical care and discharge planning. 4. Provides assurance and accuracy in statistical reporting. 5. Allows for management of confidential communication to eliminate repetetive questioning. 6. Encourages personalized care. 7. Values and respects all persons who support the provision of healthcare service while empowe...

Scatter Diagram - A graphic display of data plotted along two dimensions used to screen for a relationship between two variables Run Chart - a visual display of data that enables monitoring of a process to determine whether there is a systemic change in process over time Pareto Chart - A graphic representation of the frequency with which certain events occur may be used to set priorities or oppotunities for improvement Measure - A number assigned to an object or event Gantt Chart - A t...

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