CHAA - Certified Healthcare Access Associate Insurance Verification and Eligibility 3 — Questions and Answers
Question 1: When a patient presents with two active insurance plans, which process determines the order in which each plan pays?
- Subrogation
- Coordination of Benefits (COB) (Correct answer)
- Prior Authorization
- Concurrent Review
Correct answer: Coordination of Benefits (COB)
Coordination of Benefits (COB) is the process used to determine which insurer is primary (pays first) and which is secondary when a patient has more than one active health plan, preventing duplicate payment beyond 100% of the claim.
Question 2: What is the most appropriate action when a healthcare access associate cannot verify a patient's eligibility prior to a scheduled service?
- Proceed with the visit and bill based on the information on file
- Document the verification attempt, notify the patient, and escalate per facility policy (Correct answer)
- Cancel the appointment automatically
- Register the patient as self-pay without further steps
Correct answer: Document the verification attempt, notify the patient, and escalate per facility policy
When real-time verification fails, the associate must document the attempt and follow the facility's escalation protocol. The patient must be informed, and the encounter should not proceed without leadership guidance to avoid unbillable or denied claims.
Question 3: Which of the following best distinguishes insurance eligibility verification from prior authorization?
- They are identical processes handled by separate departments
- Eligibility verification confirms that coverage is active; prior authorization confirms that a specific service is approved for payment (Correct answer)
- Prior authorization confirms active coverage; eligibility verification confirms service approval
- Eligibility verification is required only for Medicaid patients
Correct answer: Eligibility verification confirms that coverage is active; prior authorization confirms that a specific service is approved for payment
Eligibility verification answers 'Is the patient covered?' while prior authorization answers 'Will the payer approve this particular service?' Both are needed, but they are distinct steps in the revenue cycle workflow.
Question 4: In insurance terminology, who is referred to as the 'subscriber'?
- The treating physician listed on the claim
- The insurance company providing the benefit plan
- The policyholder who holds the insurance contract (Correct answer)
- The patient's designated emergency contact
Correct answer: The policyholder who holds the insurance contract
The subscriber is the individual — often an employee or union member — who holds the insurance policy. Dependents covered under that policy are not the subscriber, even though they may be the patient receiving care.
Question 5: A patient's insurance card shows a $3,000 deductible with $1,800 already met. What amount remains before the plan begins covering non-preventive services at the co-insurance rate?
- $3,000
- $1,800
- $1,200 (Correct answer)
- $0
Correct answer: $1,200
The remaining deductible is $3,000 − $1,800 = $1,200. The patient must pay this amount out-of-pocket before the insurer begins sharing costs at the co-insurance rate. Confirming met deductible during eligibility verification prevents unexpected patient billing.
Question 6: Which of the following pieces of information is MOST critical to confirm when verifying in-network status for a scheduled procedure?
- The patient's preferred pharmacy
- Whether the rendering provider AND the facility are both contracted with the patient's plan (Correct answer)
- The patient's secondary emergency contact
- The attending physician's medical school affiliation
Correct answer: Whether the rendering provider AND the facility are both contracted with the patient's plan
A procedure can be denied or downgraded to out-of-network benefits if either the provider or the facility is not contracted with the plan, even if the other is. Both must be verified to ensure in-network reimbursement and accurate patient cost estimates.
CHAA - Certified Healthcare Access Associate Insurance Verification and Eligibility 3
When a patient presents with two active insurance plans, which process determines the order in which each plan pays?