Download CHAA NAHAM EXAM SCRIPT 2026 FULL QUESTIONS WITH VERIFIED ANSWERS and more Exams Public Health Engineering in PDF only on Docsity!
CHAA EXAM SCRIPT 2026 FULL QUESTIONS
WITH VERIFIED ANSWERS
◉ 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,
◉ 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.
- 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).
- 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. ◉ Paralanguage. Answer: Is the tone, volume, pitch, quality and range of speech. This is the area where you have to account for differences in communication: age, language, cultural differences, education levels and pronunciation. ◉ Nonverbal Communication Clues. Answer: Body language and visual behavior ◉ Barriers to communication include:. Answer: - Language
- Misconception
- Pain
- Fear
- Cultural beliefs
- Religious beliefs
E: Empathize with the customer A: Apologize for the inconvenience T: Take responsibility for action ◉ Patient Identification. Answer: 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:. Answer: 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. Answer: 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. Answer: Personal Protective Equipment, "specialized clothing or equipment, worn by an employee for protection against infectious materials." ◉ OSHA. Answer: 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.
◉ 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. Answer: B ◉ CS6. Which is not a KPI in Patient Access? a. Accuracy rate b. CLABSI rate c. Patient satisfaction score d. Pre-registration rate. Answer: 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. Answer: C
◉ CS8. All of the following are ways we communicate, except: a. Body language b. Eating c. Talking d. Facial expressions. Answer: 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. Answer: 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. Answer: B ◉ Accreditation. Answer: Defined as "a self-assessment and external peer assessment process used by healthcare organizations to accurately assess their level of performance in relation to
◉ Advance Directive/Living Will. Answer: 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. Answer: 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. Answer: 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. Answer: 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. Answer: 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. Answer: 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. Answer: 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. Answer: Coordination of services to help meet a patient's healthcare needs. ◉ Centers for Medicare and Medicaid Services (CMS):. Answer: 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).
predetermined amount payable for each service, are specified in the policy. Co-payments may be required for physician visits, prescriptions or hospital services. ◉ Electronic protected health information (ePHI). Answer: Any protected health information (PHI) as identified under HIPAA that is produced, saved, received or transferred in an electronic format. ◉ Deductible. Answer: The amount of eligible expenses a covered person must pay each year from his/her own pocket before the plan will begin to pay for eligible benefits. ◉ DNV-GL Accreditation. Answer: DNV Healthcare is an accreditation organization approved by CMS in 2008 that has accredited approximately 500 hospitals. It integrates the CMS Conditions of Participation with the IDO 9001 Quality Management program. Its survey teams visit annually. It offers several certifications, such as Managing Infection Risk and Primary Stroke Center. Its tagline is "Safer, Smarter, Greener." ◉ Downtime. Answer: Time the computer system is unavailable to users.
◉ Electronic health record (EHR). Answer: A real-time, digitized version of a patient's medical history that allows secure information access to authorized users. Standard clinical and medical data is gathered by a provider and stored in electronic files. EHR goes beyond a single provider and can contain shared information from multiple providers to develop a comprehensive patient history. ◉ Emergency Medical Treatment and Labor Act (EMTALA). Answer: "Anti-Dumping" statute. Federal law protecting patients against discrimination regardless of ability to pay; mandates patients receive a medical screening exam and stabilizing treatment when seeking emergency medical care or when in active labor. ◉ Emergency Services. Answer: Patients examined on an unscheduled emergent basis for immediate treatment in the emergency facilities of a hospital. Depending on the outcome of the exam and treatment, the patient may be admitted as an observation patient, admitted to the facility as an inpatient, or transferred to another facility as deemed necessary by the physician. ◉ Ethnicity. Answer: A social group that shares a common and distinctive culture, religion, language or the like. ◉ Exclusions. Answer: Certain procedures are excluded from the plan. Asking the insurance company will let you know what services are not included and covered in the plan.
privacy rules and increased penalties; established data breach notification rules. HITECH added data breach notification rules and increased penalties and fines to ensure that any EHR technology created under HITECH does not compromise the HIPAA security and privacy laws. ◉ Health Insurance Portability and Accountability Act of 1996 (HIPAA). Answer: Originally focused on regulations related to health insurance portability; focused on administration simplification and reduction of cost through the protection and standardization of electronic and financial records. Most known for the privacy rule and security rule, these rules defined standards for healthcare and protected healthcare information (PHI). ◉ Healthcare Facilities Accreditation Program (HFAP). Answer: An accrediting organization tied to Medicare Conditions of Participation Coverages. ◉ HITECH Omnibus of 2013. Answer: This update to the HITECH Act revised provisions that focused on an individual's right to request restrictions on the disclosure of PHI (restricted disclosure) and on an individual's right to access his or her PHI stored in an EHR. ◉ Hospice. Answer: A non-profit organization dedicated to patients and families facing serious illness or death. Hospice provides a support system to patients and families who choose to share their last days together in the comfort of their home or hospice
designated facility. Hospice provides a wide range of services that include: coordination of care with the patient's primary care physician, skilled nursing visits, spiritual counseling and social worker support. The hospice staff are an interdisciplinary team who coordinate an individualized plan of care for each patient that is directed by the Primary Care Physician. Hospice care is a covered service under the Medicare program. ◉ Icon. Answer: A graphic symbol for an application, file or folder. ◉ Important Message from Medicare (IMM). Answer: IMM is a form given to all Medicare beneficiaries who are inpatients in participating hospitals explaining their rights and what to do if they feel they are being discharged early. It explains:
- Rights as hospital patients, including the right to all the hospital care needed and follow-up care after discharge
- Advises beneficiaries about what to do if they feel they are being discharged early and provides the phone number for the PRO (Peer Review Organization). Beneficiaries may remain in the hospital without being charged while the case is being reviewed. Hospitals cannot force beneficiaries to leave while their case is being reviewed.
