Certified Healthcare Access Associate
(CHAA) Study Guide Questions with
100% Correct Answers | Latest Version
2024 | Verified
What act requires language barriers to be identified and accommodated? - ✔✔American with
Disabilities Act (ADA) under Title III
What does AIDET stand for? - ✔✔Acknowledge, Introduce, Duration, Explanation and Thanks
Two ways of obtaining customer feedback - ✔✔Active and Passive
What is active customer feedback? - ✔✔The provider requests information from the patient
What is passive feedback? - ✔✔The process of responding to patient complaints and concerns
Uses for positive and negative survey results? - ✔✔Positive scores for public relations, Negative scores
for performance improvement
3 factors to consider when initiating a patient satisfaction survey - ✔✔data measurements are required,
important to the organizations decision-making and important to day-to-day management
What is HCAHPS? - ✔✔(Hospital Consumer Assessment of Healthcare Providers and Systems) is a survey
of hospital patients that captures their perspective on hospital care
Purpose of a quality improvement program - ✔✔collect data, analyze data, initiate education, evaluate
actions
, Definition of quality control - ✔✔the performance processes through which actual performance is
measured and compared with goals
Definition of quality assurance/improvement - ✔✔an approach to the continuous study and
improvement of providing healthcare services
Definition of performance improvement - ✔✔The continuous study and adaptation of a healthcare
organization's functions and processes
What are KPIs? - ✔✔(Key Performance Indicators) are quantifiable measurements that reflect the critical
success factors of an organization
General Key Performance Indicators (KPI) for Patient Access - ✔✔pre-registration percentage, wait times,
accuracy rate, collections, productivity, patient satisfaction, unbilled dollars, employee satisfaction
3 Steps to Communication - ✔✔Encoding, Transmission, Decoding
Definition of Encoding - ✔✔A message is translated from an idea into symbols
Definition of Transmission - ✔✔The encoded message is sent through some medium to the receiver
Definition of Decoding - ✔✔The receiver must translate or interpret the symbols used by the sender
Barriers to Communication - ✔✔Gate-keeping, distrust, status, emotions, lack of self confidence,
impatience, low motivation to communicate
What does HEAT mean for communication? - ✔✔Hear them out, Empathize with the customer,
Apologize for the inconvenience, Take responsibility for action
What does MPI stand for? - ✔✔Master Patient Index
(CHAA) Study Guide Questions with
100% Correct Answers | Latest Version
2024 | Verified
What act requires language barriers to be identified and accommodated? - ✔✔American with
Disabilities Act (ADA) under Title III
What does AIDET stand for? - ✔✔Acknowledge, Introduce, Duration, Explanation and Thanks
Two ways of obtaining customer feedback - ✔✔Active and Passive
What is active customer feedback? - ✔✔The provider requests information from the patient
What is passive feedback? - ✔✔The process of responding to patient complaints and concerns
Uses for positive and negative survey results? - ✔✔Positive scores for public relations, Negative scores
for performance improvement
3 factors to consider when initiating a patient satisfaction survey - ✔✔data measurements are required,
important to the organizations decision-making and important to day-to-day management
What is HCAHPS? - ✔✔(Hospital Consumer Assessment of Healthcare Providers and Systems) is a survey
of hospital patients that captures their perspective on hospital care
Purpose of a quality improvement program - ✔✔collect data, analyze data, initiate education, evaluate
actions
, Definition of quality control - ✔✔the performance processes through which actual performance is
measured and compared with goals
Definition of quality assurance/improvement - ✔✔an approach to the continuous study and
improvement of providing healthcare services
Definition of performance improvement - ✔✔The continuous study and adaptation of a healthcare
organization's functions and processes
What are KPIs? - ✔✔(Key Performance Indicators) are quantifiable measurements that reflect the critical
success factors of an organization
General Key Performance Indicators (KPI) for Patient Access - ✔✔pre-registration percentage, wait times,
accuracy rate, collections, productivity, patient satisfaction, unbilled dollars, employee satisfaction
3 Steps to Communication - ✔✔Encoding, Transmission, Decoding
Definition of Encoding - ✔✔A message is translated from an idea into symbols
Definition of Transmission - ✔✔The encoded message is sent through some medium to the receiver
Definition of Decoding - ✔✔The receiver must translate or interpret the symbols used by the sender
Barriers to Communication - ✔✔Gate-keeping, distrust, status, emotions, lack of self confidence,
impatience, low motivation to communicate
What does HEAT mean for communication? - ✔✔Hear them out, Empathize with the customer,
Apologize for the inconvenience, Take responsibility for action
What does MPI stand for? - ✔✔Master Patient Index
