CHAA Practice Test Questions And Complete Solutions
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Course
CHAA
Institution
CHAA
Under Title III of the Americans with Disabilities Act, hospitals are required to do what? (paf, customer experience) - ANSWER Provide resources to eliminate barriers in communication.
What is important when initiating a patient satisfaction survey?
(paf, customer experience) - ANSWER What ...
CHAA Practice Test Questions And Complete
Solutions
Under Title III of the Americans with Disabilities Act, hospitals are required to do what? (paf, customer
experience) - ANSWER Provide resources to eliminate barriers in communication.
What is important when initiating a patient satisfaction survey?
(paf, customer experience) - 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) - ANSWER To collect data, analyze data and evaluate actions.
Which of the following are part of patient satisfaction surveys?
(paf, customer experience) - ANSWER JD Power, Press Ganey and Post-service telephone calls to the
patient.
Customer service Communication is identified as what? (paf, customer experience) - ANSWER
Exchanging information with the patient.
Which are included in a KPI in Patient Access? (paf, customer experience) - ANSWER Accuracy rate,
Patient satisfaction score, Pre-registration rate.
What are the three steps to communication? (paf, customer experience) - ANSWER Encoding,
transmission and decoding
HEAT stands for? (paf, customer experience) - ANSWER Hear them out, empathize with the customer,
apologize, take responsibility for actions
All of the following are ways we communicate. (paf, customer experience) - ANSWER Body Language,
Talking, Facial expressions
, Compassion and respect can be demonstrated in all of the following ways. (paf, customer experience) -
ANSWER 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) - ANSWER 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) - ANSWER OIG
An effective compliance level has a minimum of how many levels? (paf, regulatory compliance) -
ANSWER 7
All of the following are part of an effective compliance program. (paf, regulatory compliance) - ANSWER
Performing internal audits, establishing standards, procedures and policies
EMTALA is a regulation which protects patient from what? (paf, regulatory compliance) - ANSWER Not
being treating in an emergency due to lack of ability to pay.
All of the following are examples of PHI (paf, regulatory compliance) - ANSWER Patient names and
computer IP addresses
Meaningful Use is an incentive program to do what? (paf, regulatory compliance) - ANSWER 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) -
ANSWER MOON
All of the following are examples of fraud and abuse. (paf, regulatory compliance) - ANSWER Billing for
services not rendered, unbundling
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