Three things the registration staff should be able to do:
Correct Answer 1. Ask the right questions to complete
registration and verify insurance
2. Answer patient's questions relating to registration and
billing.
3. Complete registration with a high level of accuracy.
Scheduling is necessary to maximize patient ______ and
_________ wait time. Correct Answer Scheduling is
necessary to maximize patient FLOW and MINIMIZE wait
time.
Three key questions to handling customer issues: Correct
Answer
A. What is the Problem
B. What has the customer attempted to do to correct the
problem
C. What would the customer like to see as an outcome
Every effort should be made to resolve the problem at the
__________ level. If unable to do so, submit the issue in
_________ writing to the Manager who will follow up with
the patient Correct Answer unit, writing
,Patient safety is enhanced when patients are _________
in the healthcare process as much as possible, Correct
Answer partners
__________ patients on their rights and responsibilities
enhances this partnership. Correct Answer Educating
The PAS should recognize that each patient is an
individual with unique healthcare needs, and be committed
to assist them in exercising their own _______ _______.
Correct Answer healthcare decisions
Under Title III of the Americans with Disabilities Act,
hospitals are required to do what? (paf, customer
experience) Correct Answer Provide resources to
eliminate barriers in communication.
What is important when initiating a patient satisfaction
survey?
(paf, customer experience) Correct Answer 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) Correct Answer To collect
data, analyze data and evaluate actions.
, Which of the following are part of patient satisfaction
surveys?
(paf, customer experience) Correct Answer JD Power,
Press Ganey and Post-service telephone calls to the
patient.
Customer service Communication is identified as what?
(paf, customer experience) Correct Answer Exchanging
information with the patient.
Which are included in a KPI in Patient Access? (paf,
customer experience) Correct Answer Accuracy rate,
Patient satisfaction score, Pre-registration rate.
What are the three steps to communication? (paf,
customer experience) Correct Answer Encoding,
transmission and decoding
HEAT stands for? (paf, customer experience) Correct
Answer Hear them out, empathize with the customer,
apologize, take responsibility for actions
All of the following are ways we communicate. (paf,
customer experience) Correct Answer Body Language,
Talking, Facial expressions
Compassion and respect can be demonstrated in all of the
following ways. (paf, customer experience) Correct
Answer Smiling, Making eye contact and Greeting the
patient
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