CHAA Practice Test Questions with 100% Verified Correct Answers 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 1 / 2
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) - Correct 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) - Correct Answer OIG An effective compliance level has a minimum of how many levels? (paf, regulatory compliance) - Correct Answer 7 All of the following are part of an effective compliance program. (paf, regulatory compliance) - Correct Answer Performing internal audits, establishing standards, procedures and policies EMTALA is a regulation which protects patient from what? (paf, regulatory compliance) - Correct 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) - Correct Answer Patient names and computer IP addresses Meaningful Use is an incentive program to do what? (paf, regulatory compliance) - Correct 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) - Correct Answer MOON All of the following are examples of fraud and abuse. (paf, regulatory compliance) - Correct Answer Billing for services not rendered, unbundling Which government healthcare program is provided for surviving spouses of veterans killed in the line of duty? (paf, regulatory compliance) - Correct Answer CHAMPVA Tricare provides healthcare to all of the following. (paf, regulatory compliance) - Correct Answer Uniformed service members and families, Survivors and Medal of Honor recipients
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