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Introduction to Patient Access Services


Developed by the NAHAM Education Committee and updated in December of 2019, the Introduction to Patient Access Services training manual is here to help you train and on-board new Patient Access Associates – your front-end staff. 

Whether you are new to the field or are taking the next step towards certification, the information in this useful guide reviews a variety of topics essential in the orientation and development of front-end staff. It also can aid in the preparation of staff for the Certified Healthcare Access Associate (CHAA) Examination. 


The manual works to inform your front-end staff about the roles and responsibilities across the revenue cycle.  By offering an in-depth analysis of the admitting process, the manual provides instruction based on top industry standards, which prepares your staff for excellence in your facility and in their patient-access careers.


Table of Contents:  

  • Preface/Intro to NAHAM
  • Section One: Revenue Cycle Basics
  • Section Two: Patient Access Services Overview
  • Section Three: Finance/Insurance
  • Section Four: Agencies and Government Regulations
  • Section Five: Customer Service
  • Section Six: Performance Management
  • Section Seven: Information Systems
  • Section Eight: NAHAM/CHAA
  • Answer Key - Sectional Quizzes
  • Glossary of Terms
  • Reference Sources

Download your FREE sample here.


Since this manual is distributed nationwide to large and small facilities, and it is used in both the inpatient and outpatient arenas, some content is intended to be general in order to provide you the opportunity to stress areas of particular importance to you as a manager or instructor and to add information specific to your healthcare organization or work location.


This manual includes a course outline that may assist with course layout and preparation time. There is also a brief quiz at the end of each section. 

*Please note this an electronic resource, not available in print.

**Please contact us for bulk purchasing options. 


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