Chapters 9-13 administrative

Question 1

what are the 5 classifications of mail?

Answer 1

• first class
• priority
• periodicals
• standard
• express

Question 2

what are the 7 components of a business letter?

Answer 2

1. dateline
2. address
3. salutation
4. subject
5. body
6. closing
7. signature

Question 3

what is the main characteristic of a letterhead letter format?

Answer 3

formal business stationary

Question 4

the act of articulating and speaking correctly

Answer 4

enunciation

Question 5

the appointment book is a ___ record

Answer 5

legal

Question 6

what is open hour scheduling?

Answer 6

open office hours and patients are seen first come first serve

Question 7

what is time specified scheduling?

Answer 7

appointments made at specific times and days

Question 8

what is wave scheduling?

Answer 8

3-4 pts scheduled within a time frame and seen as they come in

Question 9

what is modified wave scheduling?

Answer 9

multiple pts scheduled at the beginning of the hour and the end is left empty to “catch up” if needed

Question 10

what is cluster scheduling?

Answer 10

grouping similar appts together

Question 11

what are the 6 C’s of charting?

Answer 11

1. clients words
2. clarity
3. completeness
4. conciseness
5. chronological order
6. confidentiality

Question 12

what 4 items are never added to a patients medical record?

Answer 12

1. reports from consulting physicians
2. financial info
3. transferred records
4. personal comments

Question 13

what does a scheduling matrix indicate?

Answer 13

time not available to schedule patients

Question 14

a chronological file used as a placeholder is called a

Answer 14

tickler file

Question 15

what is the best way for patients to remember annual appts?

Answer 15

recall notices

Question 16

what is most useful for determining realistic time frames for appts?

Answer 16

patient flow analysis

Question 17

what are the 5 C’s of communication?

Answer 17

• completeness
• clarity
• conciseness
• courtesy
• cohesiveness

Question 18

what is active and passive listening?

Answer 18

active - two way communication
passive - listening w/o answering

Question 19

the ability to communicate in terms that pt’s understand while making them comfortable

Answer 19

therapeutic communication

Question 20

discussing a topic the pt has no desire to discuss is called…

Answer 20

probing

Question 21

physical components of a computer system

Answer 21

hardware

Question 22

the design of work stations to maximize comfort

Answer 22

ergonomics

Question 23

what are the main characterstics of the following letter formats:
1. full block
2. modified block
3. simplified

Answer 23

all lines flush left
MB - missing date, closing, and signature
S - missing salutation and closing

Question 24

the primary chip responsible for interpreting and executing programs

Answer 24

central processing unit (CPU)

Question 25

which computer memories are temporary and permanent?

Answer 25

random access memory (RAM) - temp
read only memory (ROM) - permanent

Question 26

programs or operating instructions saved on magnetic disks that enable a computer to function

Answer 26

software

Question 27

items that are used and must be restocked

Answer 27

expendable items

Question 28

a paper describing the purchase and amount due

Answer 28

invoice

Question 29

cash amounts paid out

Answer 29

dispursements

Question 30

what is the difference between accounts payable and receivable?

Answer 30

payable - money leaving the office
receivable - money paid/owed to the office

Question 31

the process of copying an amount from one record to another

Answer 31

posting

Question 32

a list of all employees, their earnings, and other info

Answer 32

payroll register

Question 33

reviewing of financial data to verify accuracy is called

Answer 33

auditing