CHAA Practice Test Questions with
100% Correct Answers | Latest Version
2024 | Verified
Under Title III of the Americans with Disabilities Act, hospitals are required to do what? (paf, customer
experience) - ✔✔Provide resources to eliminate barriers in communication.
What is important when initiating a patient satisfaction survey?
(paf, customer experience) - ✔✔What data measures are required, What data measures are important
to day to day management and What data measures are important to the organization's decision-making
process.
Which are the purposes of any quality improvement program?
(paf, customer experience) - ✔✔To collect data, analyze data and evaluate actions.
Which of the following are part of patient satisfaction surveys?
(paf, customer experience) - ✔✔JD Power, Press Ganey and Post-service telephone calls to the patient.
Customer service Communication is identified as what? (paf, customer experience) - ✔✔Exchanging
information with the patient.
Which are included in a KPI in Patient Access? (paf, customer experience) - ✔✔Accuracy rate, Patient
satisfaction score, Pre-registration rate.
What are the three steps to communication? (paf, customer experience) - ✔✔Encoding, transmission
and decoding
HEAT stands for? (paf, customer experience) - ✔✔Hear them out, empathize with the customer,
apologize, take responsibility for actions
, All of the following are ways we communicate. (paf, customer experience) - ✔✔Body Language, Talking,
Facial expressions
Compassion and respect can be demonstrated in all of the following ways. (paf, customer experience) -
✔✔Smiling, Making eye contact and Greeting the patient
What is the CMS rule that states that an inpatient stay must cross two midnights to be paid for under
Medicare Part A? (paf, regulatory compliance) - ✔✔Medicare Two-midnight rule
Which program is responsible for protecting the integrity of the Hospital and Human Services (HHS)
program by detecting and preventing fraud? (paf, regulatory compliance) - ✔✔OIG
An effective compliance level has a minimum of how many levels? (paf, regulatory compliance) - ✔✔7
All of the following are part of an effective compliance program. (paf, regulatory compliance) -
✔✔Performing internal audits, establishing standards, procedures and policies
EMTALA is a regulation which protects patient from what? (paf, regulatory compliance) - ✔✔Not being
treating in an emergency due to lack of ability to pay.
All of the following are examples of PHI (paf, regulatory compliance) - ✔✔Patient names and computer
IP addresses
Meaningful Use is an incentive program to do what? (paf, regulatory compliance) - ✔✔Increase the
adoption of qualified electronic health records.
This document is provided to Medicare beneficiaries who are admitted as outpatients receiving
observation status that they may have a copayment and co-insurance. (paf, regulatory compliance) -
✔✔MOON
All of the following are examples of fraud and abuse. (paf, regulatory compliance) - ✔✔Billing for
services not rendered, unbundling
100% Correct Answers | Latest Version
2024 | Verified
Under Title III of the Americans with Disabilities Act, hospitals are required to do what? (paf, customer
experience) - ✔✔Provide resources to eliminate barriers in communication.
What is important when initiating a patient satisfaction survey?
(paf, customer experience) - ✔✔What data measures are required, What data measures are important
to day to day management and What data measures are important to the organization's decision-making
process.
Which are the purposes of any quality improvement program?
(paf, customer experience) - ✔✔To collect data, analyze data and evaluate actions.
Which of the following are part of patient satisfaction surveys?
(paf, customer experience) - ✔✔JD Power, Press Ganey and Post-service telephone calls to the patient.
Customer service Communication is identified as what? (paf, customer experience) - ✔✔Exchanging
information with the patient.
Which are included in a KPI in Patient Access? (paf, customer experience) - ✔✔Accuracy rate, Patient
satisfaction score, Pre-registration rate.
What are the three steps to communication? (paf, customer experience) - ✔✔Encoding, transmission
and decoding
HEAT stands for? (paf, customer experience) - ✔✔Hear them out, empathize with the customer,
apologize, take responsibility for actions
, All of the following are ways we communicate. (paf, customer experience) - ✔✔Body Language, Talking,
Facial expressions
Compassion and respect can be demonstrated in all of the following ways. (paf, customer experience) -
✔✔Smiling, Making eye contact and Greeting the patient
What is the CMS rule that states that an inpatient stay must cross two midnights to be paid for under
Medicare Part A? (paf, regulatory compliance) - ✔✔Medicare Two-midnight rule
Which program is responsible for protecting the integrity of the Hospital and Human Services (HHS)
program by detecting and preventing fraud? (paf, regulatory compliance) - ✔✔OIG
An effective compliance level has a minimum of how many levels? (paf, regulatory compliance) - ✔✔7
All of the following are part of an effective compliance program. (paf, regulatory compliance) -
✔✔Performing internal audits, establishing standards, procedures and policies
EMTALA is a regulation which protects patient from what? (paf, regulatory compliance) - ✔✔Not being
treating in an emergency due to lack of ability to pay.
All of the following are examples of PHI (paf, regulatory compliance) - ✔✔Patient names and computer
IP addresses
Meaningful Use is an incentive program to do what? (paf, regulatory compliance) - ✔✔Increase the
adoption of qualified electronic health records.
This document is provided to Medicare beneficiaries who are admitted as outpatients receiving
observation status that they may have a copayment and co-insurance. (paf, regulatory compliance) -
✔✔MOON
All of the following are examples of fraud and abuse. (paf, regulatory compliance) - ✔✔Billing for
services not rendered, unbundling
