CHAA UPDATED 2026 EXAM SCRIPT QUESTIONS AND
ANSWERS GRADED A+
✔✔HEAT - ✔✔H: Hear them out
E: Empathize with the customer
A: Apologize for the inconvenience
T: Take responsibility for action
✔✔Patient Identification - ✔✔includes obtaining the patient's legal name, date of birth
and additional identifying information. This information is matched against the existing
Master Patient Index (MPI) to retrieve the patient's permanent medical record if there
has been a previous encounter with the healthcare system. If the patient is new to the
healthcare system, the basic identifying information becomes the basis of a new health
record.
✔✔According to the Centers for Disease Control and Prevention (CDC), Standard
Precautions: - ✔✔Include a group of infection prevention practices that apply to all
patients, regardless of suspected or confirmed infection status, in any setting in which
healthcare is delivered. Standard Precautions are a set of infection control practices that
healthcare personnel use to reduce transmission of microorganisms in healthcare
settings.
Standard Precautions protect both healthcare personnel and patients from contact with
infectious agents. Standard Precautions include: hand hygiene (hand washing with soap
and water or use of an alcohol-based hand sanitizer) before and after patient contact
and personal protective equipment (PPE) when exposure to blood, body fluids,
excretions, secretions, mucous membranes or non-intact skin is anticipated.
✔✔The preferred method of hand decontamination - ✔✔is with an alcohol-based hand
rub, if hands are not visibly soiled. If hands are visibly soiled, an alcohol-based hand rub
may be utilized after removing visible material with soap and water. Alcohol-based hand
rubs are a convenient option for hand hygiene because:
-They kill more effectively and more quickly than hand washing with soap and water
-They are less damaging to skin than soap and water, resulting in less dryness and
irritation
-They require less time than hand washing with soap and water
-Bottles/dispensers can be placed at the point of care so they are more accessible
✔✔PPE - ✔✔Personal Protective Equipment, "specialized clothing or equipment, worn
by an employee for protection against infectious materials."
✔✔OSHA - ✔✔Occupational Safety and Health Administration
✔✔CS1. Under Title III of the Americans with Disabilities Act, hospitals are required to:
a. Provide information as to where restrooms are located.
,b. Provide patients and families all documentation for the admission.
c. Provide resources to eliminate barriers in communication.
d. Ensure all patients are accommodated for admission. - ✔✔C
✔✔CS2. What is not important when initiating a patient satisfaction survey?
a. What data measurements are required
b. What data measures are important to day-to-day management
c. What data measures are important to the organization's decision-making process
d. What data measures are needed to care for the patient - ✔✔D
✔✔CS3. Which is not a purpose of any quality improvement program?
a. Collect data
b. Analyze data
c. Blame someone for the mistake
d. Evaluate actions - ✔✔C
✔✔CS4. Which of the following is not a patient satisfaction survey:
a. CMS survey
b. JD Power
c. Press Ganey
d. Post-service telephone call to patient - ✔✔A
✔✔CS5. Communication is:
a. Providing a newspaper to the patient or family
b. Exchanging information with the patient
c. Sharing the telephone with the patient
d. Giving a patient a prescription - ✔✔B
✔✔CS6. Which is not a KPI in Patient Access?
a. Accuracy rate
b. CLABSI rate
c. Patient satisfaction score
d. Pre-registration rate - ✔✔B
✔✔CS7. HEAT stands for:
a. Help the patient, explain the situation, apologize, thank the patient
b. Hear the patient out, explain the situation, apologize, take responsibility for actions
c. Hear them out, empathize with the customer, apologize, take responsibility for actions
d. Hear them out, empathize with the customer, amend the situation, thank the patient -
✔✔C
✔✔CS8. All of the following are ways we communicate, except:
a. Body language
b. Eating
,c. Talking
d. Facial expressions - ✔✔B
✔✔CS9. What are the three steps to communication?
a. Decipher, transmission, receiving
b. Encoding, transmission, sharing
c. Encoding, transmission, decoding
d. Decipher, receiving, transmitting - ✔✔C
✔✔CS10. Compassion and respect can be demonstrated in all of the following ways,
except:
a. Smiling
b. Making eye contact
c. Calling the patient "Dear"
d. Greeting the patient - ✔✔B
✔✔Accreditation - ✔✔Defined as "a self-assessment and external peer assessment
process used by healthcare organizations to accurately assess their level of
performance in relation to established standards and to implement ways to continuously
improve."
Accreditation is a review process conducted by an independent third party that an
organization participates in to show their ability to meet or exceed established industry
standards and regulatory requirements. In healthcare, accreditation reflects an
organization's dedication to patient care, high standards and an extraordinary patient
experience. There are several accrediting bodies in healthcare, including The Joint
Commission (TJC), Healthcare Facilities Accreditation Program (HFAP) and DNV-GL.
✔✔Acute care - ✔✔Medical attention given to patients with conditions of sudden onset
that demand urgent attention or care of limited duration when the patient's health and
wellness would deteriorate without treatment. The care is generally short-term rather
than long-term or chronic care.
✔✔Acute Inpatient Care - ✔✔A level of healthcare delivered to patients experiencing
acute illness or trauma. Acute care is generally short-term (<30 days).
✔✔Advance Beneficiary Notice (ABN) - ✔✔Written notice issued to a fee-for-service
(Original Medicare) beneficiary before furnishing items or services that are usually
covered by Medicare but are not expected to be paid in a specific instance for certain
reasons, such as lack of medical necessity.
✔✔Advance Directive/Living Will - ✔✔Also known as a medical directive, healthcare
directive or a living will, a legal document in which a person has outlined what they
would like to be done if they are no longer able to make decisions for themselves due to
incapacity or illness.
, ✔✔Ambulatory Services/Same-Day Surgery - ✔✔Patient receives surgical treatment
and is discharged from the facility within four to six hours of procedure. Ambulatory
services can occur in an outpatient hospital department or in a freestanding ambulatory
care facility.
✔✔Ancillary Services - ✔✔Physician refers patients for scheduled and non-scheduled
services such as radiology, laboratory, and/or other services that are performed in a
hospital or clinic setting. Patients leave the facility once the services are completed.
✔✔Anti-Kickback Statute - ✔✔Anti-fraud federal criminal statute that prohibits offering
or exchange of anything of value in exchange for healthcare business referrals,
including cash, rent, expensive hotel stays, etc.
✔✔Authorization Requirement - ✔✔Certain services need authorizations while other
procedures might not. Some insurance companies require a CPT code, so make sure
you have that available.
✔✔Batch Processing - ✔✔Execution of a series of jobs in a computer program without
manual intervention; it is used to help maximize the use of computer resources and
stabilize response time by performing system-intensive work during hours when users
are less likely to require access. Unlike real-time transactions, jobs executed in batch
are not available for users to view until after the batch is run.
✔✔Carve Out - ✔✔A decision to separately purchase a service, which is typically a part
of an indemnity of an HMO plan. For example, an HMO may "carve out" the behavioral
health benefits and select a specialized vendor to supply these services on a stand-
alone basis. Carve outs may also include medical devices that the plan pays for in
addition to the contracted per diem or case rate. Pre-certification/pre-authorization is
often required for these benefits and services.
✔✔Case Management - ✔✔Coordination of services to help meet a patient's healthcare
needs.
✔✔Centers for Medicare and Medicaid Services (CMS): - ✔✔Federal agency under the
Department of Health and Humans Services (HHS) that administers Medicare and
partners with state governments for administration of Medicaid and other programs,
including the Children's Health Insurance Program (CHIP).
✔✔CHAMPVA - ✔✔The Civilian Health and Medical Program for the Veterans
Administration is an insurance program for the families of veterans.
-CHAMPVA is always secondary to Medicare
-CHAMPVA is secondary to other insurance plans except Medicaid
ANSWERS GRADED A+
✔✔HEAT - ✔✔H: Hear them out
E: Empathize with the customer
A: Apologize for the inconvenience
T: Take responsibility for action
✔✔Patient Identification - ✔✔includes obtaining the patient's legal name, date of birth
and additional identifying information. This information is matched against the existing
Master Patient Index (MPI) to retrieve the patient's permanent medical record if there
has been a previous encounter with the healthcare system. If the patient is new to the
healthcare system, the basic identifying information becomes the basis of a new health
record.
✔✔According to the Centers for Disease Control and Prevention (CDC), Standard
Precautions: - ✔✔Include a group of infection prevention practices that apply to all
patients, regardless of suspected or confirmed infection status, in any setting in which
healthcare is delivered. Standard Precautions are a set of infection control practices that
healthcare personnel use to reduce transmission of microorganisms in healthcare
settings.
Standard Precautions protect both healthcare personnel and patients from contact with
infectious agents. Standard Precautions include: hand hygiene (hand washing with soap
and water or use of an alcohol-based hand sanitizer) before and after patient contact
and personal protective equipment (PPE) when exposure to blood, body fluids,
excretions, secretions, mucous membranes or non-intact skin is anticipated.
✔✔The preferred method of hand decontamination - ✔✔is with an alcohol-based hand
rub, if hands are not visibly soiled. If hands are visibly soiled, an alcohol-based hand rub
may be utilized after removing visible material with soap and water. Alcohol-based hand
rubs are a convenient option for hand hygiene because:
-They kill more effectively and more quickly than hand washing with soap and water
-They are less damaging to skin than soap and water, resulting in less dryness and
irritation
-They require less time than hand washing with soap and water
-Bottles/dispensers can be placed at the point of care so they are more accessible
✔✔PPE - ✔✔Personal Protective Equipment, "specialized clothing or equipment, worn
by an employee for protection against infectious materials."
✔✔OSHA - ✔✔Occupational Safety and Health Administration
✔✔CS1. Under Title III of the Americans with Disabilities Act, hospitals are required to:
a. Provide information as to where restrooms are located.
,b. Provide patients and families all documentation for the admission.
c. Provide resources to eliminate barriers in communication.
d. Ensure all patients are accommodated for admission. - ✔✔C
✔✔CS2. What is not important when initiating a patient satisfaction survey?
a. What data measurements are required
b. What data measures are important to day-to-day management
c. What data measures are important to the organization's decision-making process
d. What data measures are needed to care for the patient - ✔✔D
✔✔CS3. Which is not a purpose of any quality improvement program?
a. Collect data
b. Analyze data
c. Blame someone for the mistake
d. Evaluate actions - ✔✔C
✔✔CS4. Which of the following is not a patient satisfaction survey:
a. CMS survey
b. JD Power
c. Press Ganey
d. Post-service telephone call to patient - ✔✔A
✔✔CS5. Communication is:
a. Providing a newspaper to the patient or family
b. Exchanging information with the patient
c. Sharing the telephone with the patient
d. Giving a patient a prescription - ✔✔B
✔✔CS6. Which is not a KPI in Patient Access?
a. Accuracy rate
b. CLABSI rate
c. Patient satisfaction score
d. Pre-registration rate - ✔✔B
✔✔CS7. HEAT stands for:
a. Help the patient, explain the situation, apologize, thank the patient
b. Hear the patient out, explain the situation, apologize, take responsibility for actions
c. Hear them out, empathize with the customer, apologize, take responsibility for actions
d. Hear them out, empathize with the customer, amend the situation, thank the patient -
✔✔C
✔✔CS8. All of the following are ways we communicate, except:
a. Body language
b. Eating
,c. Talking
d. Facial expressions - ✔✔B
✔✔CS9. What are the three steps to communication?
a. Decipher, transmission, receiving
b. Encoding, transmission, sharing
c. Encoding, transmission, decoding
d. Decipher, receiving, transmitting - ✔✔C
✔✔CS10. Compassion and respect can be demonstrated in all of the following ways,
except:
a. Smiling
b. Making eye contact
c. Calling the patient "Dear"
d. Greeting the patient - ✔✔B
✔✔Accreditation - ✔✔Defined as "a self-assessment and external peer assessment
process used by healthcare organizations to accurately assess their level of
performance in relation to established standards and to implement ways to continuously
improve."
Accreditation is a review process conducted by an independent third party that an
organization participates in to show their ability to meet or exceed established industry
standards and regulatory requirements. In healthcare, accreditation reflects an
organization's dedication to patient care, high standards and an extraordinary patient
experience. There are several accrediting bodies in healthcare, including The Joint
Commission (TJC), Healthcare Facilities Accreditation Program (HFAP) and DNV-GL.
✔✔Acute care - ✔✔Medical attention given to patients with conditions of sudden onset
that demand urgent attention or care of limited duration when the patient's health and
wellness would deteriorate without treatment. The care is generally short-term rather
than long-term or chronic care.
✔✔Acute Inpatient Care - ✔✔A level of healthcare delivered to patients experiencing
acute illness or trauma. Acute care is generally short-term (<30 days).
✔✔Advance Beneficiary Notice (ABN) - ✔✔Written notice issued to a fee-for-service
(Original Medicare) beneficiary before furnishing items or services that are usually
covered by Medicare but are not expected to be paid in a specific instance for certain
reasons, such as lack of medical necessity.
✔✔Advance Directive/Living Will - ✔✔Also known as a medical directive, healthcare
directive or a living will, a legal document in which a person has outlined what they
would like to be done if they are no longer able to make decisions for themselves due to
incapacity or illness.
, ✔✔Ambulatory Services/Same-Day Surgery - ✔✔Patient receives surgical treatment
and is discharged from the facility within four to six hours of procedure. Ambulatory
services can occur in an outpatient hospital department or in a freestanding ambulatory
care facility.
✔✔Ancillary Services - ✔✔Physician refers patients for scheduled and non-scheduled
services such as radiology, laboratory, and/or other services that are performed in a
hospital or clinic setting. Patients leave the facility once the services are completed.
✔✔Anti-Kickback Statute - ✔✔Anti-fraud federal criminal statute that prohibits offering
or exchange of anything of value in exchange for healthcare business referrals,
including cash, rent, expensive hotel stays, etc.
✔✔Authorization Requirement - ✔✔Certain services need authorizations while other
procedures might not. Some insurance companies require a CPT code, so make sure
you have that available.
✔✔Batch Processing - ✔✔Execution of a series of jobs in a computer program without
manual intervention; it is used to help maximize the use of computer resources and
stabilize response time by performing system-intensive work during hours when users
are less likely to require access. Unlike real-time transactions, jobs executed in batch
are not available for users to view until after the batch is run.
✔✔Carve Out - ✔✔A decision to separately purchase a service, which is typically a part
of an indemnity of an HMO plan. For example, an HMO may "carve out" the behavioral
health benefits and select a specialized vendor to supply these services on a stand-
alone basis. Carve outs may also include medical devices that the plan pays for in
addition to the contracted per diem or case rate. Pre-certification/pre-authorization is
often required for these benefits and services.
✔✔Case Management - ✔✔Coordination of services to help meet a patient's healthcare
needs.
✔✔Centers for Medicare and Medicaid Services (CMS): - ✔✔Federal agency under the
Department of Health and Humans Services (HHS) that administers Medicare and
partners with state governments for administration of Medicaid and other programs,
including the Children's Health Insurance Program (CHIP).
✔✔CHAMPVA - ✔✔The Civilian Health and Medical Program for the Veterans
Administration is an insurance program for the families of veterans.
-CHAMPVA is always secondary to Medicare
-CHAMPVA is secondary to other insurance plans except Medicaid
