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CHAA STUDY GUIDE WITH 100% VERIFIED SOLUTIONS 2024/2025
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CHAA STUDY GUIDE WITH 100% VERIFIED SOLUTIONS 2024/2025
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CHAA STUDY GUIDE WITH 100%VERIFIED SOLUTIONS 2024/2025
Master Study Guide I
Pre-Encounter
1.ATTITUDE / BEHAVIOR CORRECT ANSWERS Customer Service impressions are
formed by the staff's ATTITUDE (state of mind) and BEHAVIOR (action/reaction)
towards them.
2.CUSTOMERS CORRECT ANSWERS _____________ may be any patient, family
member, visitor, physician, other hospital personnel, third party payer, vendors,
suppliers, etc.
3.DEPARTMENTS/EMPLOYEES/ORGANIZATION CORRECT ANSWERS Internal
customers are people in other____________, fellow ___________, management,
information services, etc. within the _______________ who all work together in caring
for the patient.
4.OUTSIDE CORRECT ANSWERS External customers are those _________________
the organization who work with us in caring for the patient.
5.COMPASSION CORRECT ANSWERS Demonstrating ________________ is equally
as important as assuring a clean and accurate claim is generated.
6. CORRECT ANSWERS Three Key Questions to handling customer issues:
a.PROBLEM CORRECT ANSWERS What is the ___________?
b.CORRECT CORRECT ANSWERS What has the customer attempted to do to
____________ the problem?
c.OUTCOME CORRECT ANSWERS What would the customer like to see as an
___________?
7.UNIT/WRITING CORRECT ANSWERS Every effort should be made to resolve the
problem at the __________level. If unable to do so, submit the issue in
____________to the Manager who will follow up with the patient.
8.PARTNERS CORRECT ANSWERS Patient safety is enhanced when patients are
_____________ in the healthcare process as much as possible.
9.EDUCATING CORRECT ANSWERS _______________ patients on their rights and
responsibilities enhances this partnership.
,10.DECISIONS CORRECT ANSWERS The PAS should recognize that each patient is
an individual with unique healthcare needs, and be committed to assist them in
exercising their own healthcare __________________.
11.LANGUAGE/12/POSTED CORRECT ANSWERS State and Federal laws require us
to provide the rights and responsibilities to patients upon admission in a
_______________ the can understand, in no smaller than _______ point font (unless
otherwise required...this is typed in 12 pt font). Patient's Rights will be ___________ in
key locations throughout the facility as well.
12.COMPETENCE CORRECT ANSWERS COMPASSION = _______________
13.COMMUNICATION/RECEIVED CORRECT ANSWERS _____________________ is
the process in which messages are transmitted. Effective communication isn't only
talking; it also includes ENSURING YOUR MESSAGE HAS BEEN _______________.
14.55/38/7 CORRECT ANSWERS Communication is ________% Body Language,
____% Tone of Voice, and _____% the Words you use.
15.ENCODED CORRECT ANSWERS Messages are _______________ through
words, gestures, tone of voice, etc.
16.TRANSMITTED CORRECT ANSWERS Messages are _______________ face to
face, over the phone, letter, email, text, etc.
17.DECODED CORRECT ANSWERS Messages are ________________ by the
person who receives it when they try to figure out what it means.
18.FEEDBACK CORRECT ANSWERS When communicating, you must OBTAIN
_____________to clarify the message was received accurately.
19.MEDICAL JARGON CORRECT ANSWERS Fancy medical words that the patient
may not know are referred to as _________________ _____________. Avoid using this
at all costs.
20.PARALANGUAGE CORRECT ANSWERS Tone, pitch, quality and range of speech
that is affected by cultural and regional dialects and accents is known as
______________________.
21.NONVERBAL CORRECT ANSWERS Reading ____________________
communication cues from patients will often tell you if they are nervous, defensive,
angry, etc.
, 22.HEAR /EMPATHIZE/APOLOGIZE/TAKE RESPONSIBILITY CORRECT ANSWERS
Apply HEAT to situations involving angry patients. H- ______________________; E-
_______________; A- _____________________; T-__________________.
23.OPEN CORRECT ANSWERS Ask ____________ ended questions that begin with
who, what, when, where, why.
24.DIFFUSE CORRECT ANSWERS Your role in dealing with angry patients is to
________________ the situation by acting with patience, tact, and diplomacy.
25.BELITTLE CORRECT ANSWERS Never _______________ or make light of their
problem.
26. CORRECT ANSWERS Three things registration staff should be able to do is:
a.REGISTRATION/INSURANCE CORRECT ANSWERS Ask the right questions to
complete ______________ and verify ______________.
b.BILLING CORRECT ANSWERS Answer patient's questions relating to registration
and ____________.
c.ACCURACY CORRECT ANSWERS Complete registration with a high level of
_____________.
27.FLOW/MINIMIZE CORRECT ANSWERS Scheduling is necessary to maximize
patient _________________ and __________________ wait time.
28.DOCUMENTED CORRECT ANSWERS If it is not ____________________, it did
not occur.
29.DOB/ADDRESS/PHONE #/ALTERNATE MAILING ADDRESS/ALTERNATE
CONTACT INF/EMPLOYMENT STATUS/EMPLOYER INFO/RELIGIOUS
PREFERENCE/ADVANCED DIRECTIVE INFO/NEXT OF KIN INFO/INSURANCE
INFO/SERVICE TYPE/SERVICE LOCATION CORRECT ANSWERS Name 5 data
elements that may be required in the registration system: _______________,
________________, ___________________, _______________, ________________.
30.FIRST CORRECT ANSWERS Patient Medical Record Number is assigned on their
______________ visit.
31.TEN CORRECT ANSWERS Medical records must be maintained for a minimum of
_______ years.
32.ANYTIME CORRECT ANSWERS Patients can request copies of medical records
______________.
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