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CHAA: Pre-encounter
| Question | Answer |
|---|---|
| CUSTOMER SERVICE IMPRESSIONS ARE FORMED BY THE STAFF'S ________ (STATE OF MIND) AND ________ (ACTION/REACTION) TOWARDS THEM. | ATTITUDE, BEHAVIOR |
| _______ MAY BE ANY PATIENT, FAMILY MEMBER, VISITOR, PHYSICIAN, OTHER HOSPITAL PERSONNEL, THIRD PARTY PAYER, VENDORS, SUPPLIERS, ECT. | CUSTOMERS |
| ________ ARE PEOPLE IN OTHER DEPARTMENTS, FELLOW EMPLOYEES, MANAGEMENT, INFORMATION SERVICES, ETC WITHIN THE ORGANIZATION WHO HELP TO TAKE CARE OF THE PATIENT. | INTERNAL CUSTOMERS |
| ________ ARE THOSE OUTISDE THE ORGANIZATION WHO HELP TAKE CARE OF THE PATIENT. | EXTERNAL CUSTOMERS |
| DEMONSTRATING ________ IS EQUALLY AS IMPORTANT AS ASSURING A CLEAN AND ACCURATE CLAIM IS GENERATED. | COMPASSION |
| THREE KEY QUESTIONS TO HANDLING CUSTOMER/PATIENT ISSUES: WHAT IS THE ________? WHAT HAS THE CUSTOMER/PATIENT ATTEMPTED TO DO TO ________ THE PROBLEM? WHAT WOULD THE CUSTOMER/PATIENT LIKE TO SEE AS AN ________? | PROBLEM, CORRECT, OUTCOME |
| EVERY EFFORT SHOULD BE TO RESOLVE THE PROBLEM AT THE ________ LEVEL. if UNABLE TO DO SO, SUBMIT THE ISSUE IN ________ TO THE MANAGER WHO WILL FOLLOW UP WITH THE PATIENT. | UNIT, WRITING |
| PATIENT SAFETY IS ENHANCED WHEN PATIENTS ARE ________ IN THE HEALTHCARE PROCESS AS MUCH AS POSSIBLE. | PARTNERS |
| ________ PATIENTS ON THEIR RIGHTS AND RESPONSIBILITIES ENHANCES THE PARTNERSHIP WITH THE PATIENT. | EDUCATING |
| THE PATIENT ACCESS SERVICES SHOULD RECOGNIZE THAT EACH PATIENT IS AN INDIVIDUAL WITH UNIQUE HEALTHCARE NEEDS, AND BE COMMITTED TO ASSIST THEM IN EXERCISING THEIR OWN HEALTHCARE ________. | DECISIONS |
| STATE AND FEDERAL LAWS REQUIRE PATIENT ACCESS SERVICES TO PROVIDE THE RIGHTS AND RESPONSIBILITES TO PATIENTS UPON ADMISSION IN A ________ THE PATIENT CAN UNDERSTAND, IN NO SMALLER THAN ________ POINT FONT. | LANGUAGE, 12 |
| COMPASSION = ________ | COMPETENCE |
| ________ IS THE PROCESS IN WHICH MESSAGES ARE TRANSMITTED. | COMMUNICATION |
| EFFECTIVE COMMUNICATION ISN'T ONLY TALKING; IT ALSO INCLUDES ENSURING THAT YOUR MESSAGE HAS BEEN ________. | RECEIVED |
| COMMUNICATION IS ________% BODY LANGUAGE, ________% TONE OF VOICE, ________% THE WORDS USED. | 55, 38, 7 |
| MESSAGES ARE ________ THROUGH WORDS, GESTURES, TONE OF VOICE, ETC. | ENCODED |
| MESSAGES ARE ________ FACE TO FACE, OVER THE PHONE, LETTER, EMAIL, TEXT, ETC. | TRANSMITTED |
| MESSAGES ARE ________ BY THE PERSON WHO RECIEVES IT WHEN THEY TRY TO FIGURE IT OUT. | DECODED |
| WHEN COMMUNICATING, YOU MUST OBTAIN ________ TO CLARIFY THE MESSAGE WAS RECIEVED ACCURATELY | FEEDBACK |
| FANCY MEDICAL WORDS THAT THE PATIENT MAY NOT KNOW ARE REFERRED TO AS ________. AVOID USING AROUND PATIENTS. | MEDICAL JARGON |
| TONE, PITCH, QUALITY AND RANGE OF SPEECH THAT IS AFFECTED BY CULTURAL AND REGIONAL DIALECTS AND ACCENTS IS KNOWN AS ________. | PARALANGUAGE |
| READING ________ COMMUNICATION CUES FROM PATIENTS WILL OFTEN TELL YOU IF THEY ARE NERVOUS, DEFENSIVE, ANGRY, ETC. | NONVERBAL |
| APPLY H.E.A.T TO SITUATIONS INVOLVING ANGRY PATIENTS. H - ________ E - ________ A - ________ T - ________ | HEAR THEM OUT, EMPATHIZE WITH THEM, APOLOGIZE FOR THE INCONVENIENCE, TAKE RESPONSIBILITY |
| ALWAYS ASK PATIENT'S _________ THAT BEGIN WITH WHAT, WHO, WHEN, WHERE, WHY. | OPEN-ENDED |
| YOUR ROLE IN DEALING WITH ANGRY PATIENTS IS TO ________ THE SITUATION BY ACTING WITH PATIENCE, TACT, AND DIPLOMACY. | DIFFUSE |
| NEVER _______ A PATIENT OR MAKE LIGHT OF THEIR PROBLEM. | BELITTLE |
| ASK THE RIGHT QUESTIONS TO COMPLETE _________ AND VERIFY ________ | REGISTRATION, INSURANCE |
| ANSWER PATIENT'S QUESTIONS RELATING TO REGISTRATION AND _______. | BILLING |
| COMPLETE REGISTRATION WITH A HIGH LEVEL OF ________. | ACCURACY |
| SCHEDULING IS NECESSARY TO MAXIMIZE PATIENT ________ AND ________ WAIT TIME. | FLOW, MINIMIZE |
| IF IT IS NOT ________, IT DID NOT HAPPEN. | DOCUMENTED |
| 5 DATA ELEMENTS REQUIRED IN THE REGISTRATION PROCESS : | PATIENT NAME, DOB, ADDRESS, PHONE NUMBER, INSURANCE INFORMATION |
| PATIENT MEDICAL RECORD NUMBER IS ASSIGNED ON THEIR _______ VISIT. | FIRST |
| MEDICAL RECORDS MUST BE MAINTAINED FOR A MINIMUM OF ________ YEARS. | 10 |
| PATIENTS CAN REQUEST COPIES OF MEDICAL RECORDS _______. | ANYTIME |
| ___________ IS ALSO KNOWN AS "FINANCIAL PRE-DETERMINATION" AND IS WHERE THE PROVIDER IDENTIFIES PAYMENT SOURCES TO ASSIST THE PATIENT IN DETERMINING THEIR EXPECTED OUT OF POCKET COSTS, REIMBURSEMENT, AND ALTERNATIVE FUNDING SOURCES. | FINANCIAL CLEARANCE |
| PATIENTS MUST UNDERSTAND THEIR FINANCIAL OBLIGATION OR PORTION OF THE FINAL BILL ________ TO RECEIVING SERVICES. | PRIOR |
| THE EMTALA ACT IS ESPECIALLY RELEVANT TO PATIENTS IN THE ___________. | EMERGENCY DEPARTMENT |
| ACCORDING TO EMTALA, PATIENTS MUST BE MEDICALLY SCREENED AND STABLIZED BEFORE BEING ASKED FOR ________. THIS PREVENTS DISCRIMINATION OF TREATMENT BASED ON _______ STATUS. | PAYMENT, ECONOMIC |
| CUSTOMER SATISFACTION IS MEASURED BY THE PATIENT'S ________ OF THE STAFF MEMBER'S EFFORT TO UNDERSTAND THEIR _______ SITUATION. | PERCEPTION, UNIQUE |
| THE FEDERAL ACT DESIGNED TO PROTECT PATIENT PRIVACY IS ________. | HIPAA |
| WAITS AND DELAYS IN SERVICE, PROPER ROOM AND FOOD TEMPERATURE, NOISE LEVELS, AND PLEASANT SMILES ARE KNOWN AS _________ CONCERNS THAT AFFECT CUSTOMER SERVICE. | TRADITIONAL |
| REGISTRATION STAFF SHOULD BE EXPERIENCE IN WORKING WITH ________ AGENCIES AND __________ COMPANIES AND BE ABLE TO ASSIST PATIENTS IN DETERMINING HOW ACCOUNTS SHOULD BE PAID. | GOVERNMENT, INSURANCE |
| PATIENT'S WITH INSURANCE WILL DEPEND ON PATIENT ACCESS TO VERIFY _______, CHECK _________, AND TO VERIFY ________ IF HOSPITAL IS OUT OF NETWORK. | COVERAGE, BENEFITS, COST |
| POINT OF SERVICE COLLECTION NON-NEGOTIABLES INCLUDE: SELECTING THE _______ PATIENT WHEN POSTING PAYMENTS. POSTING ALL PAYMENTS RECIEVED ON DAILY _______. GIVING PATIENTS A ________ AFTER PAYING. MAKING RELEVANT ________ REGARDING PATIENT'S ACCOUNT. | CORRECT, CASH SHEET, RECEIPT, COMMENTS |
| ________ IS THE REGULATORY AGENCY THAT PROVIDES ACCREDITATION BY SETTING STANDARDS CONCERNING HEALTH CARE WHICH PROVIDERS MUST FOLLOW IN ORDER TO RECEIVE MEDICARE AND MEDICAID. | THE JOINT COMMISSION |
| ACCREDITATION BY TJC ENHANCES _______ CONFIDENCE, ENCOURAGES ______ IMPROVEMENT EFFORTS, PROVIDES STAFF _______ TOOLS, COULD HELP MEET ________ REQUIREMENTS, EXPEDITES _______ PAYMENTS, ETC. | COMMUNITY, QUALITY, EDUCATION, MEDICARE CERTIFICATION, THIRD PARTY |
| PROVIDER SEEK ACCREDITATION FROM TJC BY PAYING A _____ AND AGREEDING TO BE MEASURED BY _________. | FEE, NATIONAL STANDARDS |
| _________ REFERS TO A HOSPITALS ABILITY/WILLINGNESS TO FOLLOW THE LAW SET BY THE REGULATORY AGENCIES. | COMPLIANCE |
| COMPLAINCE IMPROVES _______ CARE, REDUCES ______ AND ________, AND REDUCES THE COST OF HEALTH CARE TO FEDERAL, STATE, AND PRIVATE HEALTH INSURERS. | PATIENT, FRAUD, WASTE |
| HOSPITALS MUST: HIRE A COMPLIANCE OFFICER, COMMUNICATE STANDARDS THROUGH ______ PROGRAMS PERFORM _______ AUDITS TO PREVENT NONCOMPLIANCE WITHIN THE HOSPITAL REPORT ________ ENFORCE STANDARDS THROUGH WELL _______ GUIDELINES AND PROCEDURES. | EDUCATION, INTERNAL, VIOLATIONS, PUBLICIZED |
| ______ IS THE HEALTH INSURANCE PORTABILITY ACT OF 1996. | HIPAA |
| _________ MEANS ONCE A PERSON HAS INSURANCE COVERAGE, WHEN THEY CHANGE HEALTH PLANS THE PREVIOUS COVERAGE MAY BE USED TO REDUCE OR ELIMINATE PRE-EXISTING CONDITION EXCLUSIONS. | PORTABILITY |
| _______ REFERS TO ALL THINGS INFORMATION TECHNOLGY OR COMPUTER RELATED. | IT |
| THE IT DEPARTMENT HELPS PROVIDE A _____ IDENTITY TO PATIENT RECORDS, PROVIDES EASIER ACCESS TO ______ AND ________ DATA, AND HELPS ENSURE _______ INTEGRITY. | UNIQUE, CLINICAL, ADMINISTRATIVE, DATA |
| _________ REFERS TO KEYBOARD, MONITOR, CENTRAL PROCESSING UNIT, PRINTERS, SERVERS, CABLES, CORDS. ETC. | HARDWARE |
| ________ REFERS TO SYSTEM PROGRAMS THAT MAKE THE COMPUTER RUN. (WINDOWS, MICROSOFT WORD, EXCEL, ACTIVE DASHBOARD, ETC.) | SOFTWARE |
| ___________ IS A SOFTWARE APPLICATION THAT TRANSMITS DATA ON A PRE-SCHEDULED OR DEMAND BASIS. | BATCH PROCESSING |
| __________ IS A SOFTWARE APPLICATION THAT TAKES DATA FROM ONE SYSTEM AND SENDS TO ANOTHER. | INTERFACE |
| DATA INTEGRITY IS AN ESSENTIAL PART OF ACCESS SERVICES BECAUSE ERRORS MADE IN REGISTRATION ARE _________ TO ALL OTHER SYSTEMS. | TRANSMITTED |
| THE ___________ STORES HEALTH SYSTEMS ENTIRE POPULATION AND CAN UNIQUELY IDENTIFY EACH PATIENT BASED ON CERTIAN KEY DATA. | MASTER PATIENT INDEX |
| THE __________ PROVIDES READY ACCESS PATIENT DATA FROM DIFFERENT AREAS OF THE HEALTH CARE NETWORK. | CLINICAL DATA REPOSITORY |
| A ___________ IS COVERAGE FOR A CERTAIN TYPE OF MEDICAL CONDITION. | BENEFIT |
| ANOTHER NAME FOR THE POLICY HOLDER IS THE ________. | SUBSCRIBER |
| MOST _________ GIVE EACH INSURED PERSON THEIR OWN CARD. | HMOs |
| ___________ IS A GOVERNMENT AGENCY RESPONSIBLE FOR ADMINISTERING THE LARGEST FEDERAL HEALTH PROGRAM. | CENTERS FOR MEDICARE AND MEDICAID SERVICES |
| AN ORGANIZATION ADMINISTERED BY CMS TO IMPROVE QUALITY OF CARE FOR MEDICARE BENEFICIARIES TO REVIEW COMPLAINS, CASE REVIEWS, OUTREACH ACTIVITIES, AND DISEASE PREVENTION CAMPAIGNS IS A __________. | PEER REVIEW ORGANIZATION |
Created by:
Raezzur1990