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CHAA Examination Content Outline

 

CHAA Examination Content Outline

The CHAA examination addresses the following subject matter. Candidates are required to demonstrate proficiency by answering examination questions that evaluate their knowledge of facts, concepts, and processes required to complete the tasks described below.

I. Pre-Encounter (40%)

A. Customer Service

  1. Internal Customer Service
  2. External Customer Service
  3. Patient Rights and Responsibilities
  4. Staff Behavior towards Customer
  5. Caring and Compassionate
  6. Technically Competent
  7. Sensitive to all Customer Needs
  8. Respect and Maintain Privacy

B. Customer Assessment

  1. Age Specific Criteria and Concerns
  2. Customer Expectations and Concerns
  3. Clinical Concerns and Patient Needs
  4. Financial Concerns and Patient Needs
  5. Customer Literacy and Comprehension

C. Resource Scheduling (e.g., Equipment, Service, and Staff)

  1. Availability
  2. Scheduling
  3. Documentation
  4. Communication
  5. Scheduling System Applications
  6. Referral Services

D. Pre-Registration

  1. Registration Systems
  2. Medical Record Initiation
  3. Collection, Storage, and Dissemination of Patient Information
  4. Respect for Patient Needs (e.g., Confidentiality and Security)

E. Patient and Family Education 

  1. Wayfinding
  • Directions
  • Parking
  • Maps
  • Drop-off and pick-up

   2. Provide Information to Customer about Assessment using Appropriate Materials and Methods

F. Prerequisites

  1. Service 
  • Testing and Procedure Prerequisites (e.g., blood work, fasting, or stop medication)
  • Reviewing Service/Procedure Information with Patient 

   2. Financial

  • Financial Obligations Prior to Service
  • Regulatory Requirements
  • Payment Programs
  • Insurance Plans or Contracts
  • Information Systems and/or Web Sites for Payers

G. Payer Authorization and/or Determination

H. Verification of Benefits

II. Encounter (45%)

A. Customer Service

B. Patient Check-in, Admission, or Registration

  1. Identification of Patient
  2. Special Needs of Patient
  3. Patient Placement
  4. Notification and Communication of Admission
  • Internal
  • External
  1. Level of Care (e.g., Inpatient, Observation, and Outpatient)
  2. Processes Related to Registering Patient
  • Demographic information
  • Explaining and obtaining consents, forms, and signatures
  • Insurance and payment information
  • Physician orders
  • Medical terminology

C. Wayfinding

  1. Maps and Signage
  2. Parking
  3. Patient Drop-off and Pick-up Points

D. Patient Tracking

  1. Locating Patient
  2. Transporting Patient 
  3. Routing Patient

E. Census Management

  1. Account for Patient Activity across Entities
  2. Patient Data Interfaced with Other Systems

F. Customer Information (e.g., HIPAA Compliance on providing information)

G. Departure or Discharge

  1. Collection of Patient-portion Payment

H. Billing

  1. Capturing all Data Elements necessary for Accurate Billing

III. Future Development (15%)

A. Data Integrity

  1. Used to measure Quality and Accuracy
  2. Statistics Reporting of All Data
  3. Reporting and Accessing Database

B. Resource Management

  1. Staff
  2. Equipment
  3. Supplies ]

C. Customer Satisfaction

  1. Survey Results
  2. Quality Improvement

D. Staff Education and Competency

  1. Performance Indicators
  2. Performance Improvement
  3. Staff Training and Continuing Education

E. Benchmarking

  1. Quality of Service
  2. Productivity
  3. Peer Group Comparisons
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