Final Quiz Questions: Admin Flashcards
What r the uses of hand gestures, facial expressions and turning 1’s head all examples of?
A-verbal communication
B-impatience
C-defamation
D-body language
D-body language
Whic aspect of our communication is most likely 2 convey our true feelings and beliefs?
A-nonverbal communication
B-verbal communication
C-increased use of slang
D-spoken words only
A-nonverbal communication
The type of listening when the MA remains “in the moment” and focuses fully on the patient’s message is called?
A-open listening
B-closed listening
C-active listening
D-verbal listening
C-active listening
What is an internal factor that can interfere w/communication?
A-pain
B-noise
C-lack of privacy
D-distracting environment
A-pain
Which of the following is an important part of active listening 4 a MA?
A-planning what 2 say next while the patient is talking
B-watching the clock 2 make sure the conversation is short
C-focusing all the attention on the patient
D-nodding several times while the patient is talking
C-focusing all the attention on the patient
How can the MA facilitate communication non-verbally?
A-avoid eye contact
B-be aware of his/her own and the patient’s body language
C-ask the patient 2 repeat anything that is unclear
D-stand close 2 the patient
B-be aware of his/her own and the patient’s body language
In the United States, the typical personal distance or comfort zone 4 conversation w/others is?
A-3-4 feet
B-1-2 feet
C-6-7 feet
D-while touching
A-3-4 feet
When interviewing the patient, when should the MA use closed questions?
A-when expecting a long explanation from the patient
B-when looking 4 general information
C-when hoping the patient will open up and talk
D-when looking 4 a 1 word or short answer
D-when looking 4 a 1 word or short answer
Which of the following is an example of a closed question?
A-“What is the reason 4 your visit 2day?”
B-“R u an only child?”
C-“Can u describe your pain 4 me?”
D-“What r your plans 4 the future?”
B-“R u an only child?”
During the interview , the MA questions the patient as follows:
“Describe your pain 4 me. What has been going on w/u since u
were last here?”
“How has your appetite been? How have u been sleeping?”
What r these examples of?
A-closed questions
B-being nosy
C-being judgmental
D-open questions
D-open questions
How is the patient likely 2 react if the MA asks, “Y rn’t u following your diet?”
A-become defensive
B-answer honesty
C-smile but not answer
D-say “i’m glad u asked me that question”
A-become defensive
If a patient’s vision can’t b corrected to 20/200 in the better eye, what is it called?
A-legal blindness
B-total blindness
C-poor visual correction
D-low vision
A-legal blindness
What measure may improve communication if the patient has an impaired level of understanding?
A-speaking slowly B-repeating information in a different way C-using gestures and demonstrations D- maintaining good eye contact E-all of the above
E-all of the above
How should a MA help a sight-impaired patient?
A-automatically take the person’s arm 2 guide him/her
B-describe the environment clearly in words
C-do nothing- he/she knows what they r doing
D-have the receptionist deal w/the patient
B-describe the environment clearly in words
Which is the most common type of limitation in the clinic 4 hearing impaired patients?
A-total deafness
B-a patient that uses sign language
C-hearing impairment that interferes w/communication
D-a patient who can lip read easily
B-a patient that uses sign language
If a patient is not comfortable w/english, what should the MA avoid?
A-speaking directly 2 the patient instead of the translater
B-speaking slowly and in simple terms when speaking 2 the patient
C-arranging 4 a telephone or video translation services
D-using the patient’s child as a translator
D-using the patient’s child as a translator
U were trying 2 educate Mr.Wilson about an upcoming procedure and post-surgical care. Unfortunately, because he skipped lunch that day and his blood sugar was low he wasn’t able 2 learn the information that would 2 decrease his anxiety about the procedure. Mr.Wilson is demonstrating an example of:
A-impaired hearing
B-Maslow’s hierarchy of needs
C-poor listening skills
D-self-actualization
B-Maslow’s hierarchy of needs
On the 4th level of Maslow’s hierarchy of needs r the needs 4 esteem and recognition. What do these include?
A-self-esteem B-respect of others in 1's peer group C-success @ work D-prestige in work E-all of the above
E-all of the above
Which of the following is NOT a common reaction 2 illness?
A-anger
B-anxiety
C-relief
D-guilt
C-relief
When a patient must cope w/serious illness, offering choices is most helpful because?
A-it helps the patient feel calm
B-it helps the patient gain some sense of control
C-it helps relieve the patient’s feeling of guilt
D-it helps relieve the patient’s anxiety
B-it helps the patient gain some sense of control
The term that best defines “a psychologic response 2 a perceived threat,” and 1 of the most common responses 2 illnesses, is?
A-hypochondria
B-depression
C-acting out
D-anxiety
D-anxiety
What functions do ego defense mechanisms serve?
A-the allow the patient 2 adopt inappropriate behavior
B-the help a patient 2 face unpleasant situations head on
C-they justify blaming others 4 the persons situation
D-they protect against being overwhelmed by painful feelings
D-they protect against being overwhelmed by painful feelings
If a patient facing serious illness appears 2 b using denial, how should the MA respond?
A-agree w/the patient that the illness is minor
B-tell the patient that he/she isn’t facing reality
C-accept the denial w/out inforcing it
D-reassure the patient that everything will turn out well
C-accept the denial w/out inforcing it
What is the 1 best way 2 clarify what a patient is trying 2 say?
A-be silent and wait 4 further explanation
B-ask the patient closed questions
C-make your best guess regarding the interpretation of what the
patient has said
D-paraphrase
D-paraphrase
The primary reason that the MA should regularly solicit feedback when communicating w/patients is 2 determine weather they
A-r hearing impaired
B-r cooperative
C-understand what has been said
D-r mentally disabled
C-understand what has been said
When the MA opens the office, what should b done 1st?
A-review the electronic task system or tickler file
B-file the patients charts from the previous day
C-sterilize the instruments
D-unlock file cabinets, medical records file and medicine cabinets
D-unlock file cabinets, medical records file and medicine cabinets
Which of the following is NOT included in organizing activities 4 the day?
A-noting which doctors r in the office 4 appointments
B-reviewing the appointed lists
C-noting which doctors r out of the office 4 various engagements
D-paying the bills 4 the office
D-paying the bills 4 the office
How might the MA prepare the telephone system 4 the days activities?
A-place the headsets of all cordless phones on2 their chargers
B-check the fax machine 4 faxes that have arrived overnight
C-turn off all office computers and printers
D-notify the answering service the office is open
D-notify the answering service the office is open
How many folders r necessary 2 set up a manual tickler file?
A-12
B-31
C-43
D-365
C-43
What should b attached 2 the chart of each patient who is going 2 b seen that day in the office?
A-laboratory slip
B-x-ray order form
C-blank prescription sheet
D-charge slip
D-charge slip
Which of the following activities the MA likely 2 perform just as patients start arriving?
A-check the schedule 2 determine which physicians will b seen in
the office that day
B-check the fax machine 4 faxes that any have arrived over night
C-prepare medical records 4 patients who will b seen that day
D-print appointment schedules 4 each physician
D-print appointment schedules 4 each physician
What does the MA do in the morning 2 prepare the medical office laboratory?
A-make sure food was not stored in the laboratory
refrigerator
B-run the controls 2 make sure the equipment and supplies r
working properly
C-remove all specimens from the incubator if 1 is used
D-clean and disinfect all surfaces and equipment in the laboratory
B-run the controls 2 make sure the equipment and supplies r
working properly
Which of the following is usually b performed by the MA while closing the office?
A-put the telephone system on a timer
B-lock the door which patients enter the office
C-disarm the alarm system
D-turn off the fax machine
B-lock the door which patients enter the office
Y is it important 2 acknowledge every1 who enters the office as soon as possible?
A-it prevents patients from feeling awkward
B-it alerts office staff when unauthorized individuals r in the
waiting room
C-it maintains patient confidentiality
D-it is required under the HIPPA legislation
A-it prevents patients from feeling awkward
What is the purpose of a sliding window between the waiting room and the reception desk?
A-2 make staff aware of the patients entering the waiting room
B-2 facilitate temperature control of the waiting room
C-2 prevent staff from being distracted by noise in the waiting
room
D-2 prevent patients in the waiting room from overhearing
confidential patient information
D-2 prevent patients in the waiting room from overhearing
confidential patient information
What is the name 4 the statement that allows the office 2 release information 2 the insurance company 4 billing purposes?
A-receipt of HIPAA privacy practices
B-release of information form
C-authorization 4 treatment
D-assignment of benefits form
B-release of information form
What is it called when the office accepts payments directly from the insurance company?
A-direct pay
B-assignment of benefits
C-insurance benefits
D-capitation
B-assignment of benefits
What is required under HIPAA related 2 the medical office statement of privacy practices?
A-the patient must sign a form acknowldging the opportunity 2
read or receipt of the office privacy practices
B-the patient must take a short test about office privacy practices
C-the patient must b given a copy of the offices privacy practices
D-HIPAA does not have any requirement related 2 office privacy
practices
A-the patient must sign a form acknowldging the opportunity 2 read or receipt of the office privacy practices
For which of the following patients must the MA verify insurance coverage every time the patient visits the office?
A-patient’s w/Medicaid
B-patient’s w/Medicare and Medicaid
C-patients w/any managed care insurance
D-all patients
A-patient’s w/Medicaid
What r the benefits 2 verifying a patient’s identity at every visit asking 4 a photo ID?
A-it helps prevent medical identify theft
B-it verifies identify if a patient pays by check
C-the photo ID can be matched w/the patient’s insurance card
D-all of the above
D-all of the above
Which of the following forms r usually filled out by the patient b4 the patient sees the physician?
A-physical examination form
B-patient history form
C-laboratory request form
D-X-ray request form
B-patient history form
What should the MA check when an established patient returns 2 the office after a brief absence?
A-the patient’s clinic number
B-the patient’s SSN
C-the patient’s marital status
D-the patient’s address and phone number
D-the patient’s address and phone number
How does a MA verify that a patient’s insurance will cover a procedure that will b done in the office?
A-call the insurance carrier
B-make a photo copy of the patient’s insurance card and keep it in
the file
C-call the patient’s employer
D-call the subscriber of the insurance plan
A-call the insurance carrier
When making an appointment 4 a patient in a managed care plan who says he has a referral from another physician, what should the MA tell the patient?
A-it will not b a problem 2 obtain the referral form after patient has
been seen
B-the MA will call the managed care company 2 obtain the
completed referral form
C-the patient will need a letter from the managed care plan in
addition 2 the referral form
D-the office of the referring physician must provide a written or
electronic referral form
D-the office of the referring physician must provide a written or electronic referral form
Written referrals usually state which of the following items?
A-how many visits r allowed
B-the problem 4 which the patient is being referred
C-the name of the physician 2 whom the patient is being referred 2
D-the name of the physician who is making the referral
E-all of the above
E-all of the above
Who is responsible 4 filling out the charge slip identifying the charges 4 which the patient will b billed?
A-MA
B-billing specialist
C-office manager
D-physician
D-physician
Under a managed care plan, what is the fixed amount of money that a patient is required 2 pay at the time he/she receives treatment?
A-charge slip balance
B-copayment
C-referral balance
D-balance payment
B-copayment
When is the patient placed in an examination room?
A-after the patient’s name and DOB have been verified
B-immediately after entering the waiting room
C-b4 the patient has completed signing the necessary
authorization forms
D-after all front office paperwork has beeb completed
D-after all front office paperwork has beeb completed
Y may some physicians in a practice not b accepting patients?
A-they have joined the practice very recently
B-all of the above
C-they have not yet chosen a medical speciality
D-they want 2 pick and chose patients w/interesting conditions
E-they r planning 2 retire or move
E-they r planning 2 retire or move
What is an advantage of having a patient information booklet?
A-it serves as a legal notification about physicians r accepting new
patient
B-it can b an useful tool 2 market the practice and attract new
patients
C-patients can b held responsible 4 knowing specific information
about the practice
D-MA will not have 2 give information about the practice on the
telephone
B-it can b an useful tool 2 market the practice and attract new patients
Which is the most important when the MA answers the telephone?
A-obtain insurance information from new patients
B-b courteous w/a positive attitude and personality
C-b willing 2 keep callers on hold; this is a sign of a busy office and
a good doctor
D-b able 2 answer any inquiry a caller 2 the medical office may
have
B-b courteous w/a positive attitude and personality
What is the 1st thing the MA should dowhen answering a telephone call?
A-put the caller on hold
B-finish w/the patient who is at your desk
C-find out who the caller is
D-identify the practice and himself/herself
D-identify the practice and himself/herself
When answering the telephone, what is the best question 4 the MA 2 ask 2 find out a callers name?
A-“What is your name?”
B-“Who is this?”
C-“May i ask who is calling?”
D-“Who r u?”
C-“May i ask who is calling?”
Which of the following is NOT an important aspect of a pleasing telephone personality?
A-clear enunciation
B-staying focused on the caller
C-avoiding an artificial telephone voice
D-speaking louder than normally
D-speaking louder than normally
How long should a MA check back w/a caller who is on hold?
A-at least every 10 seconds
B-at least every 20 seconds
C-at least every 30 seconds
D-at least every minute
C-at least every 30 seconds
How can the MA prevent neck and shoulder strain when answering telephone calls?
A-use a telephone headset
B-tuck the receiver between the head and the shoulder 2 leave the hands free
C-b sure the computer screen is tilted downward
D-use a cordless telephone
A-use a telephone headset
When is call forwarding used?
A-when a telephone call must b transferred 2 a different extention
B-when the line is busy and the call is sent 2 voicemail
C-when calls r rerouted 2 another telephone number
D-when the person answering the telephone wants 2 b able 2
identify a caller b4 answering the telephone
C-when calls r rerouted 2 another telephone number
Which is done by an answering service if 1 is used by the medical office?
A-answer calls when the office is closed
B-answer all the physicians’s telephone calls
C-answer calls only when the office is very busy
D-make it unnecessary 4 the office 2 hire a receptionist
A-answer calls when the office is closed
Which of the following is true about voicemail?
A-it is built in2 the telephone system
B-it requires a separate answering device attached 2 each
telephone
C-it requires 1 separate electronic device
D-it requires an independent company that answers that telephone
4 a number of clients
A-it is built in2 the telephone system
What type of telephone system offers the caller a menu w/several options when the telephone is answered?
A-referral system
B-voice mail system
C-answering service
D-electronic routing system
D-electronic routing system
