knowledge check
According to NAHAM, Patient Access Services responsibilities are:
a. Pre-admission services
b. Pre-certification of insurance
c. Point of Service collections
d. All of the above
d. all of the above
Customer Service impressions are formed by the staff's ________ (state of mind) and ______________ (action/reaction) towards them.
a. attitude
b. behavior
c. attire
d. knowledge
attitude and behavior
Messages are ________ through words, gestures, tone of voice, etc.
encoded
Ask _______ ended questions that begin with who, what, when, where, why.
open
_________ is the health insurance portability act of 1996.
HIPAA
NAHAM members have which responsibilities: (select all that apply)
a. Admissions
b. Guest Relations
c. POS collections
d. Charting
a,b,c
_____________ may be any patient, family member, visitor, physician, other hospital personnel, third party payer, vendors, suppliers, etc.
customers
Messages are ________ by the person who receives it when they try to figure out what it means.
decoded
Demonstrating _______________ is equally as important as assuring a clean and accurate claim is generated.
compassion
Tone, pitch, quality and range of speech that is affected by cultural and regional dialects and accents is known as ____________.
paralanguage
The Revenue Cycle consists of which functions: (select all that apply)
a. Charge capture
b. Coding
c. Monitoring patients
d. Taking patient vitals
a,b
EXTERNAL CUSTOMERS are those ____________ the organization who work with us in caring for the patient.
outside
When communicating, you must OBTAIN ________ to clarify the message was received accurately.
feedback
The EMTALA act is especially relevant to patients in the __________.
Emergency Department
CMS refers to the _______ ___ ________ and ________ ________.
Centers For Medicare and Medicaid Services
Some of the departments within Patient Access Services include
a. Cafeteria
b. Financial Counseling
c. Pre-Service Clearance
d. Pharmacy
b,c
Communication is ___% Body Language, ____% Tone of Voice, and ___% the words you use.
55, 38,7
Reading ____________ communication cues from patients will often tell you if they are nervous, defensive, angry, etc.
nonverbal
The federal act designed to protect patient's privacy is known as ______.
HIPAA
Part ___ helps cover prescription drug plans.
Part D
Actively soliciting customer feedback can be done by: select all that apply
a. Customer surveys
b. Customer comment cards
c. Customer callback program
d. Customer social media
a,b,c
Messages are _____________ face to face, over the phone, letter, email, text, etc.
transmitted
Apply HEAT to situations involving angry patients. H-_________;E-_______;A-________;T-___________
Hear them out, Empathize with the customer, Apologize, Take responsibility.
The nonverbal cues of their _____ language often signal how they feel.
body
A. Ex.,if Steven's son is covered by his and his wife Kathy's insurance, and her birthday is in June and his is in November, then ________ insurance will be primary.
Kathy's