CHAA EXAM COMPLETE QUESTIONS AND
ANSWERS ACTUAL EXAMINATION 2026
QUESTIONS WITH ANSWERS GRADED A+
⫸ NAHAM Answer: The National Association of Healthcare Access
Management
⫸ AIDET Answer: Acknowledge, Introduce, Duration, Explanation and
Thanks
⫸ Active Customer Feedback Answer: occurs when the provider
requests information from the patient. Ex. Customer surveys, Customer
comment cards and Customer callback programs
⫸ Passive Customer Feedback Answer: Is the formal and informal
process of obtaining and responding to patient compliments and
concerns. Ex. Reviewing letters from patients and families and
Conversations with patients/families
⫸ Types of Surveys Answer: -Face to face
-Telephone survey
-Mail-in questionnaire
-E-mail
-Patient portal
-Secret shopping
,⫸ When initiating a patient satisfaction survey, it is important to
determine: Answer: -What data measurements are required
-What data measurements are important to the organization's decision-
making process
-What data measurements are important to day-to-day management
⫸ HCAHPS (also known as Hospital CAHPS) Answer: Hospital
Consumer Assessment of Healthcare Providers and Systems and is a
standardized survey of hospital patients that will capture patients' unique
perspectives on hospital care for the purpose of providing the public
with comparable information on hospital quality.
⫸ The purpose of any quality improvement program is to: Answer: -
Collect data
-Analyze data
-Initiate education or remedial action
-Evaluate actions
⫸ TJC Answer: The Joint Commission (TJC) is an independent, not-
for-profit organization that evaluates and accredits more than 21,000
healthcare organizations in the United States3. TJC evaluates hospitals,
healthcare networks, managed care organizations and healthcare
organizations that provide home care, long-term care, behavioral health
care, and laboratory and ambulatory care services. TJC was founded in
1951 and is considered the nation's oldest and largest standards-setting
and healthcare accrediting body.
,Its mission is "to continuously improve healthcare for the public, in
collaboration with other stakeholders, by evaluating healthcare
organizations and inspiring them to excel in providing safe and effective
care of the highest quality and value."
The Joint Commission, requires healthcare organizations to identify and
report on quality improvement initiatives.
⫸ TJC defines quality control as: Answer: The performance processes
through which actual performance is measured and compared with
goals, and the difference is acted on.
⫸ TJC defines quality assurance/improvement as: Answer: An approach
to the continuous study and improvement of providing healthcare
services to meet the needs of individuals and others.
⫸ TJC defines performance improvement as: Answer: The continuous
study and adaptation of a healthcare organization's functions and
processes to increase the probability of achieving desired outcomes.
⫸ KPI Answer: Key Performance Indicators
⫸ KPIs generally monitored in Patient Access Answer: -Pre-registration
percentage
-Wait times: during scheduling and arrival
, -Accuracy rate
-Upfront collections/point-of-service (POS) collections
-Unbilled dollars
-Productivity
-Patient satisfaction
-Employee satisfaction
-Insurance verification rate
-Scheduling abandonment rate
⫸ Communication Answer: Is a giving or exchanging of information or
messages by talk, gestures, writing, etc.
Only seven percent of a message is communicated by words, about 38
percent is tone of voice, and 55 percent is body language.
⫸ Three steps to communication: Answer: 1. Encoding: The message is
translated from an idea into symbols such as words, facial expressions,
gestures and actions that "hopefully" represent the intended meaning.
The more important the message, the more attention needs to be given to
the encoding step.
2. Transmission: The encoded message is sent through some medium to
the receiver. The communication channel through which the message is
sent is often the determinate for success (face-to-face vs. letter).
3. Decoding: The receiver must translate or interpret the symbols used
byby the sender. The interpretation is based on what the symbols mean
to the receiver.
ANSWERS ACTUAL EXAMINATION 2026
QUESTIONS WITH ANSWERS GRADED A+
⫸ NAHAM Answer: The National Association of Healthcare Access
Management
⫸ AIDET Answer: Acknowledge, Introduce, Duration, Explanation and
Thanks
⫸ Active Customer Feedback Answer: occurs when the provider
requests information from the patient. Ex. Customer surveys, Customer
comment cards and Customer callback programs
⫸ Passive Customer Feedback Answer: Is the formal and informal
process of obtaining and responding to patient compliments and
concerns. Ex. Reviewing letters from patients and families and
Conversations with patients/families
⫸ Types of Surveys Answer: -Face to face
-Telephone survey
-Mail-in questionnaire
-Patient portal
-Secret shopping
,⫸ When initiating a patient satisfaction survey, it is important to
determine: Answer: -What data measurements are required
-What data measurements are important to the organization's decision-
making process
-What data measurements are important to day-to-day management
⫸ HCAHPS (also known as Hospital CAHPS) Answer: Hospital
Consumer Assessment of Healthcare Providers and Systems and is a
standardized survey of hospital patients that will capture patients' unique
perspectives on hospital care for the purpose of providing the public
with comparable information on hospital quality.
⫸ The purpose of any quality improvement program is to: Answer: -
Collect data
-Analyze data
-Initiate education or remedial action
-Evaluate actions
⫸ TJC Answer: The Joint Commission (TJC) is an independent, not-
for-profit organization that evaluates and accredits more than 21,000
healthcare organizations in the United States3. TJC evaluates hospitals,
healthcare networks, managed care organizations and healthcare
organizations that provide home care, long-term care, behavioral health
care, and laboratory and ambulatory care services. TJC was founded in
1951 and is considered the nation's oldest and largest standards-setting
and healthcare accrediting body.
,Its mission is "to continuously improve healthcare for the public, in
collaboration with other stakeholders, by evaluating healthcare
organizations and inspiring them to excel in providing safe and effective
care of the highest quality and value."
The Joint Commission, requires healthcare organizations to identify and
report on quality improvement initiatives.
⫸ TJC defines quality control as: Answer: The performance processes
through which actual performance is measured and compared with
goals, and the difference is acted on.
⫸ TJC defines quality assurance/improvement as: Answer: An approach
to the continuous study and improvement of providing healthcare
services to meet the needs of individuals and others.
⫸ TJC defines performance improvement as: Answer: The continuous
study and adaptation of a healthcare organization's functions and
processes to increase the probability of achieving desired outcomes.
⫸ KPI Answer: Key Performance Indicators
⫸ KPIs generally monitored in Patient Access Answer: -Pre-registration
percentage
-Wait times: during scheduling and arrival
, -Accuracy rate
-Upfront collections/point-of-service (POS) collections
-Unbilled dollars
-Productivity
-Patient satisfaction
-Employee satisfaction
-Insurance verification rate
-Scheduling abandonment rate
⫸ Communication Answer: Is a giving or exchanging of information or
messages by talk, gestures, writing, etc.
Only seven percent of a message is communicated by words, about 38
percent is tone of voice, and 55 percent is body language.
⫸ Three steps to communication: Answer: 1. Encoding: The message is
translated from an idea into symbols such as words, facial expressions,
gestures and actions that "hopefully" represent the intended meaning.
The more important the message, the more attention needs to be given to
the encoding step.
2. Transmission: The encoded message is sent through some medium to
the receiver. The communication channel through which the message is
sent is often the determinate for success (face-to-face vs. letter).
3. Decoding: The receiver must translate or interpret the symbols used
byby the sender. The interpretation is based on what the symbols mean
to the receiver.
