CHAA Master Study Guide 1 – Flashcards
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Customer service impressions are formed by the staff's ______ and _______ towards them.
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attitude and behavior
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_______ may be any patient, family member, visitor, physician, other hospital, personnel, third party payer, vendors, suppliers, etc.
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Customers
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Internal customers are people in other _______ , fellow ______, management, information services, etc. within the __________ who all work together in caring for the patient.
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departments, employees, organization
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External customers are those _________ the organization who all work with us in caring for patients.
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outside
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Demonstrating __________ is equally as important as assuring a clean and accurate claim is generated.
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compassion
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Three key questions to handling customer issues:
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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
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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
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unit, writing
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Patient safety is enhanced when patients are _________ in the healthcare process as much as possible,
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partners
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__________ patients on their rights and responsibilities enhances this partnership.
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Educating
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The PAS should recognize that each patient is an individual with unique healthcare needs, and be committed to assist them in exercising their own _______ _______.
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healthcare decisions
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State and federal laws require us to provide the patients rights and responsibilities to them in a _____ they can understand. In no smaller then ____ point font.
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language, 12
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Patient rights will be _______ in key locations throughout the facility.
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posted
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Compassion = __________
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competence
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Process in which messages are transmitted
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Communication
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Effective communication isn't only talking, it also incudes __________________________.
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ensuring your message has been recieved
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Communication is 55% _____________ 38% _____________ 7%___________
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55% body language, 38% tone of voice, 7% the word you use
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Messages are ________________ through words, gestures, tone of voice, etc.
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encoded
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Messages are ______________ face to face, over the phone, letter, email, text, etc.
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transmitted
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Messages are _______ by the person who receives it when they try to figure out what it means.
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decoded
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when communicating, you must __________ _________ to clarify the message was received accurately.
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obtain feedback
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Fancy medical words that a patient may not know are referred to as _______ ________.
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Medical Jargon
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Tone, pitch, quality and range of speech that is affected by cultural and regional dialects and accents is known as _____________.
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paralanguage
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Reading __________ communication cues from patients will often tell you if they are nervous, defensive, angry, etc.
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nonverbal
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Ask _____ ended questions that begin with who, what, when, where, why.
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open
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Your role as in dealing with angry patients is to __________ the situation by acting with patience, tact and diplomacy.
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diffuse
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Never _______ or make light of a patients problem.
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belittle
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Three things the registration staff should be able to do:
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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.
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Scheduling is necessary to maximize patient ______ and _________ wait time.
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Scheduling is necessary to maximize patient FLOW and MINIMIZE wait time.
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If it is not ______, it did not occur.
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documented
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Name 5 data elements that may be required in the registration system :
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pt name, dob, address, ph #, employment, insurance
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A patient MR # is assigned on their _______ visit.
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first
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Medical records must be maintained for a minimum of _____ years.
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10
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Patients can request copies of medical records ______.
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anytime
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Financial clearance is also known as ___________.
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Financial Pre Determination
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Financial clearance is where the provider identifies _______sources to assist the patient in determining their expected ___________ cost, reimbursement, and alternative __________ sources.
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payment out of pocket funding
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Patient must understand their financial obligation or portion of the final bill _______ to receiving services. Avoiding financial ________ promotes good customer service.
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prior surprises
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The EMTALA is especially relevant to patients in the __________.
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Emergency Dept.
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Accourding to EMTALA patients must be medically screened and stable before asking for ___________. Doing so prevents discrimination of treatment based on ________ status.
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payment economic
