CH2 Dental Team Management

Question 1

The administrative assistant’s professional _____ and ethics have a significant influence on the staff. if _____ go unresolved, more problems may be created.

Answer 1

attitude; conflict

Question 2

When dealing with conflict ethically, a good administrative assistant will establish limits on ______ needs, but allow staff to develop their own approaches.

Answer 2

production

Question 3

An excellent administrative assistant does not take infrequent complaints or occasional conflict ______. Numerous complaints should be taken ______ because this may indicate a problem.

Answer 3

personally; seriously

Question 4

Steps in Resolving Conflict

1. Make ____ available as soon as possible to discuss the problem
2. _____ patiently to all the issues, keeping an open mind
3. ____ the real issue
4. Exercise _______
5. Avoid a ____ in decision making
6. Maintain a _______

Answer 4

1. time
2. Listen
3. Determine
4. self-control
5. delay
6. record

Question 5

Postponing a discussion may lead to _____ conflict or could be interpreted as _____; discuss the problem as soon as possible.

Answer 5

additional; indifference

Question 6

When a superficial complaint surfaces, pay attention to the deeper ____ that may be at play.

Answer 6

concerns

Question 7

______ outbursts generally do not lead to a constructive resolution of the problem; if emotions become impossible to control, _____ the meeting.

Answer 7

Emotional; reschedule

Question 8

________ is vital and should be retained in an employee file or other appropriate area for reference.

Answer 8

Signed documentation

Question 9

1. _______: normal functions of living organisms

Answer 9

Physiological needs (Lowest level)

Question 10

2. ______: stability, order, law, free from fear

Answer 10

Safety needs

Question 11

3. ________: friendship, affection, trust

Answer 11

Belongingness and love

Question 12

4. _______: dignity, independence, reputation

Answer 12

Need for self-esteem

Question 13

5. _______: self-fulfillment

Answer 13

Self-actualization (Highest level)

Question 14

Answer 14

Question 15

Poor ______ result from a lack of ______, when goals and objectives are not developed and updated as the practice grows.

Answer 15

relationships; direction

Question 16

Answer 16

Question 17

A practice _______ is a broad statement of the basic concepts of the practice, including patient care, business management, auxiliary use, health and safety, and _______.

Answer 17

philosophy; continuing education

Question 18

Practice _______ are specific to the desired outcomes; each broad goal is broken into specific action statements that indicate the expected results.

Answer 18

objectives

Question 19

The _______ defines the way the practice is to be managed and the role of the staff and the patients.

Answer 19

mission statement

Question 20

Practice _____ are statements of basic ____ that apply to both patients and staff members and should be provided to them.

Answer 20

policy; policy

Question 21

The five Rs of management are:

A) rally, recognition, rapport, responsibility, and refuse.

B) reading, responsibility, recognition, respect, and rapport.

C) responsibility, respect, rapport, recognition, and remuneration.

D) reaffirmation, remuneration, reflection, rapport, and recognition.

Answer 21

C) responsibility, respect, rapport, recognition, and remuneration.

Successful management can be attributed to responsibility, respect, rapport, recognition, and remuneration. Reading is not attributed to successful management. Rally and refuse are not attributed to successful management. Reaffirmation and reflection are not attributed to successful management.

Question 22

When resolving a staff conflict, a manager should:

A) document discussions and activities.

B) seek to identify the underlying issues.

C) listen impartially.

D) avoid delay of discussions.

E) all of the options

Answer 22

E) all of the options

All of the options. When resolving a staff conflict, making time available as soon as possible to discuss the problem, listening patiently to all the issues while keeping an open mind, determine the real issue, and maintaining a record are all important regardless of the nature of the complaint.

Question 23

Which topic can be discussed during an interview with a prospective employee?

A) Marital status

B) Spouse’s income

C) Child care arrangements

D) Interest in continuing education courses

Answer 23

D) Interest in continuing education courses

Interest in continuing education courses is correct. Discussing this topic during an interview gathers information pertinent to the job for which the person is applying but is nondiscriminatory. Discussing marital status, spouse’s income, or child care arrangements during an interview gathers information that is not pertinent to the job for which the person is applying and is discriminatory.

Question 24

Which is defined as a broad statement of the basic concepts about patient care, business management, auxiliary utilization, health and safety, and continuing education for the dental practice?

A) A mission statement

B) The procedural policies

C) A practice philosophy

D) The staff recognition program

Answer 24

C) A practice philosophy

A practice philosophy is a broad statement of the basic concepts about patient care, business management, auxiliary utilization, health and safety, and continuing education for the practice. A mission statement speaks to the way the practice is to be managed and the role of the staff and the patients. Procedural policies are specific tasks for all of the common office procedures. A staff recognition program sets out specific guidelines for hiring staff, selecting benefits, and establishing a salary scale that reflects productivity and cost-of-living increases.

Question 25

The failure to promote good manners between staff members can be reflected in reduced office productivity.

True

False

Answer 25

True

Poor relationships between staff members relate directly to productivity.

Question 26

Which skill involves the ability to understand individuals and communicate effectively?

A) Technical

B) Conceptual

C) Administrative

D) Human relations

Answer 26

D) Human relations

Human relations skills aid you in understanding people and allow you to interact with them effectively. Technical skills include understanding and being able to supervise effectively the specific processes, practices, and techniques required of specific jobs in the business office. Conceptual skills involve the ability to acquire, analyze, and interpret information in a logical manner. Administrative skills help you to use all of the other skills effectively in performing administrative functions.

Question 27

The dentist must give the authority to the administrative assistant so the individual can manage the dental office effectively.

True

False

Answer 27

True

It is essential that the dentist give this authority to the administrative assistant. Without this authority, the administrative assistant cannot manage effectively.

Question 28

An administrative assistant who demonstrates assertiveness is considered effective because he she accomplishes tasks in an aggressive manner.

A) Both the statement and the reason are CORRECT and related.

B) Both the statement and the reason are correct but NOT related.

C) The statement is correct, but the reason is NOT.

D) The statement is NOT correct, but the reason is CORRECT.

E) NEITHER the statement nor the reason is CORRECT.

Answer 28

C) The statement is correct, but the reason is NOT.

The statement is correct, but the reason is NOT. Being assertive does not mean the same thing as being aggressive. An assertive person is bold and enterprising in a nonhostile manner. An administrative assistant is often called on to assume new responsibilities, and he or she must take the initiative to get the job done.

Question 29

An administrative assistant who believes that he or she can do a job well is considered competent because he or she has self-confidence.

A) Both the statement and the reason are CORRECT and related.

B) Both the statement and the reason are correct but NOT related.

C) The statement is correct, but the reason is NOT.

D) The statement is NOT correct, but the reason is CORRECT.

E) NEITHER the statement nor the reason is CORRECT.

Answer 29

E) NEITHER the statement nor the reason is CORRECT.

NEITHER the statement nor the reason is CORRECT. Competence refers to the ability of an individual to do a job properly. An individual who believes that he or she can do a job well has self-confidence. A person may be competent but lack the self-confidence needed to take on the responsibilities and challenges of the job.

Question 30

An administrative assistant who is sincere and straightforward exhibits genuineness. Patients feel comfortable with a genuinely caring administrative assistant.

A) Both the statements are true.

B) Both the statements are false.

C) The first statement is true, and the second is false.

D) The first statement is false, and the second is true.

Answer 30

A) Both the statements are true.

A person who is genuine is sincere and straightforward. This is important when dealing with people in a healthcare profession. Patients feel comfortable with a genuinely caring administrative assistant, and they are also more likely to open up and share their innermost feelings with this type of person.

Question 31

All of the following statements are advantages of hiring an educated administrative assistant except one. Which one is the exception?

A) Practices proper infection control procedures.

B) Is able to explain treatment procedures to a patient.

C) Can talk patients into accepting treatment they may not need.

D) Understands appointment sequencing for various dental procedures.

Answer 31

C) Can talk patients into accepting treatment they may not need.

Talking patients into accepting treatment they may not need is unethical. Practicing proper infection control, being able to explain treatment procedures to patients, and understanding appointment sequencing for various dental procedures are some of the advantages of hiring an educated administrative assistant.

Question 32

The leadership-enriched culture is an ideal culture to promote in a dental practice.

True

False

Answer 32

True

In a leadership-enriched culture, people view the organization as an extension of themselves. They feel good about what they personally achieve through the organization, and this promotes exceptional cooperation. Individual goals are aligned with the goals of the practice, and people do what it takes to make things happen.

Question 33

Which would be a solution to eliminating wasted time?

A) Prepare a “to-do” list and use it.

B) Schedule meetings with staff more often.

C) Agree to do as much as humanly possible.

D) Leave some work incomplete so you will always be busy.

Answer 33

A) Prepare a “to-do” list and use it.

Prepare a “to-do” list and use it is a solution to eliminating wasted time. A “to-do” list uses efficient time management techniques. Scheduling meetings with staff more often is not associated with eliminating wasted time. Agreeing to do as much as humanly possible creates stress and is not a solution to eliminating wasted time. Leaving some work incomplete so you will always be busy is deceptive and does not eliminate wasted time.

Question 34

An effective leader can empower the employees/staff by:

A) providing them with access to information that will help them increase their productivity and effectiveness.

B) allowing them to take on more responsibility, including assigning them all legal tasks delegated to them by the State.

C) giving staff members a voice in decision making.

D) all of the options

E) none of the options

Answer 34

D) all of the options

Empowerment can be defined as “putting power where it is needed.” An effective leader can empower the staff by taking actions such as providing employees with a_ccess to information_ that will help them increase their productivity and effectiveness; allowing staff members to take on more responsibility, including assigning them all legal tasks delegated to them in a given state; and, giving staff members a voice in decision making.

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Question 35

Transmission of information from one department to another is called downward communication.

True

False

Answer 35

False

Question 36

_______ communication is the transmission of information from one department to another.

Answer 36

Horizontal

Question 37

_______ communication is exemplified when a dentist issues an order or mandate that is disseminated to the staff member at the next level.

Answer 37

Downward

Question 38

Management is defined as

A) process of providing quality care for patient.

B) enterprise in which one is engaged to achieve a livelihood.

C) process of transmitting information from one person to another.

C) act of leading a team of persons to accomplish goals and objectives.

Answer 38

C) act of leading a team of persons to accomplish goals and objectives.

Question 39

Which personal trait of an effective leader provides employees with information to help them increase their productivity within the dental office?

A) Managing chaos

B) Empowering others

C) Building a shared vision

D) Living by a set of values

Answer 39

B) Empowering others

Question 40

The five Rs of management are:

A) rally, recognition, rapport, responsibility, and refuse.

B) reading, responsibility, recognition, respect, and rapport.

C) responsibility, respect, rapport, recognition, and remuneration.

D) reaffirmation, remuneration, reflection, rapport, and recognition.

Answer 40

C) responsibility, respect, rapport, recognition, and remuneration.

Question 41

When resolving a staff conflict, a manager should:

A) document discussions and activities.

B) seek to identify the underlying issues.

C) listen impartially.

D) avoid delay of discussions.

E) all of the options

Answer 41

E) all of the options

Question 42

The most important person in the dental office is the

A) patient

B) dentist

C) dental hygienist

D) dental assistant

E) all of them

Answer 42

A) patient

Question 43

Which term best describes concentrating on an issue separate from the task at hand?

A) presuming

B) perception

C) prejudging

D) preoccupation

Answer 43

D) preoccupation

Question 44

If a patient has an implant for tooth number 12 and has little calculus build up throughout their mouth with generalized healthy tissue what CDT code should be billed out for routine “cleanings”?

A) D1110

B) D4910

C) D4341

D) D4342

Answer 44

B.) 4910

This patient has an implant so they are automatically perio maintenance.

Question 45

A sealant is placed on tooth #30. What CDT code should be billed out?

A) D1110

B) D1351

C) D1310

D) D1330

Answer 45

B) D1351

(sealant)

Question 46

A patient has moderate to heavy calculus generalized in entire dentition and has not been seen in 7 months, when scaling and root planning were done along with a CPC. At that time generalized pocketing in all posteriors were found. What would be best CDT code?

A) D1110

B) D4341

C) D4342

D) D4910

Answer 46

B) D4910; periodontal maintenance

Ignore the fact that the patient has not been seen in 7 months, this will trip you up!

^{<em>The important information the should be extracted from this senario is that the patient recieved SRP at a previous appointment and only present with pocketing at todays appointment. Pocketing is to be expected with any patient who is periodontally involved and would not warrant an additional SRP. </em>}

^{<em>(This information was taken from Porier)</em>}

Question 47

A patient has moderate to heavy calculus generalized in entire dentition and has not seen in 7 mos, when scaling and root planning were done along with a CPC. At that time generalized pocketing were found. What would be best CDT code?

A) D1110

B) 4341

C) 4342

D) D4910

Answer 47

D) D4910

(Once a perio patient always a perio patient)