Final Quiz Questions: Admin Flashcards by Mary Best

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

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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

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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

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What is an internal factor that can interfere w/communication?

A-pain
B-noise
C-lack of privacy
D-distracting environment

A-pain

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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

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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

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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

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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

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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?”

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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

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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

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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

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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

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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

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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

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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

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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

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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

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Which of the following is NOT a common reaction 2 illness?

A-anger
B-anxiety
C-relief
D-guilt

C-relief

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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

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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

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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

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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

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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

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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

If a caller asks 4 the office manager by name, what should the MA usually do? A-ask 4 the caller's name and then transfer the call 2 the office managers extension B-ask 4 the caller's name and offer 2 take a message 4 the office manager C-place the caller on hold and call the office manager 2 find out if he/she wants 2 take the call D-offer 2 transfer the call 2 the manager's voice mail

A-ask 4 the caller's name and then transfer the call 2 the office managers extension

What is the purpose of taking messages 4 the physician even if he/she is in the office? A-2 allow the physician 2 avoid constant interruptions while he/she is seeing patients B-2 b sure the patients understand how important the physicians time is C-2 encourage patients 2 make appointments if they have questions 4 the physician D-2 save the expense of having 1 person assigned 2 answering incoming calls

A-2 allow the physician 2 avoid constant interruptions while he/she is seeing patients

How can the MA take telephone messages in an orgainzed manner? A-use abbreviations only that u r familiar with B-use pieces of paper 4 the messages 2 leave on the doctor's desk C-give the message verbally 2 the receptionist 2 write down D-have the appropreate materials readily available 2 properly document the call

D-have the appropreate materials readily available 2 properly document the call

4 which of the following symptoms can the MA offer advice over the telephone? ``` A-nausea of 2 days duration B-diarrhea that appears 2 b getting more frequent C-pain in the arms w/shortness of breath D-all of the above E-none of the above ```

E-none of the above

Which of the following should always b included when the MA takes a message? A-the patient's address B-the patient is calling from home or work C-the patients age and/or DOB D-the patients temperature

C-the patients age and/or DOB

If a patient calls 2 request a medication refill, which information should always b included in the message? A-how many months or years the patient has been taking the medication B-the medication name and dose C-the approximate date of the last appointment w/the physician D-symptoms the patient is having that require a refill of the medication

B-the medication name and dose

Which of the following should always b included when the MA takes a message? A-the address 2 which the prescription should b mailed B-if the pharmacy used by the patient accepts e-prescriptions C-the prescription number of the patient's current supply of the medication D-if the patient wants the prescription filled at a pharmacy or by mail order

D-if the patient wants the prescription filled at a pharmacy or by mail order

If any person calls the office, what should the MA do or try 2 do? A-interrupt while the patient is talking if the caller says something that is incorrect B-say nothing and let the caller vent C-hang up on the caller after telling him/her 2 call back when he/ she feels calmer D-use a calm voice 2 ask questions and obtain information about what has angered the caller

D-use a calm voice 2 ask questions and obtain information about what has angered the caller

When r appointment reminder calls usually placed 2 patients? A-the day of the appointment B-24-48 hours b4 the appointment C-3-4 days b4 the appointment D-1 week b4 the appointment

C-3-4 days b4 the appointment

Which of the following is NOT an advantage of using computer programs 4 telephone calls 2 remind patients about appointments? A-they save time 4 the MA B-the patient is usually confirm or cancel the appointment as part of the call C-they r linked 2 the appointment schedule and occur automatically D-patient's prefer 2 receive a computerized call instead of talking 2 the MA

D-patient's prefer 2 receive a computerized call instead of talking 2 the MA?

What r the uses of arm gestures, facial expressions and turning 1's head all examples of? A-verbal communication B-impatience C-defamation D-body language

D-body language

Which 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

B-verbal communication

The type of listening when the MA remains "in the moment" and focus 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 while the patient is talking B-watching the clock 2 b sure that the conversation remains short C-focusing all attention on the patient D-nodding several times while the patient is speaking

C-focusing all 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 US, 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 that 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

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

Which of the following is an example of closed questions? A-"What is the reason 4 your visit 2day?" B-"R u any only child?" C-"Can u describe your pain 4 me?" D-"What r your plans 4 the future?"

B-"R u any only child?"

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 cannot 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 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 patients arm 2 guide him/her B-describe the environment clearly in words C-do nothing-the patient knows what he/she is doing D-have the receptionist deal w/the patient

B-describe the environment clearly in words

What is the most common type of limitation in the clinic 4 hearing impaired patients? A-total deafness B-a patient who uses sign language C-hearing impairment that interferes w/communication D-a patient who can lip read easily

C-hearing impairment that interferes w/communication

If a patient is not comfortable w/English, what should the MA avoid? A-speaking directly 2 the patient instead of a translator B-speaking slowly and using simple terms when speaking 2 the patient C-arranging 4 telephone or video 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 blood sugar was low, he was not able 2 learn the information that would help 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 4 others in 1's peer group C-success in 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/a 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 feelings 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 is 1 of the most common responses 2 illness, is? A-hypochondria B-depression C-acting out D-anxiety

D-anxiety

What functions do ego defense mechanisms serve? A-they allow a patient 2 adopt inappropriate behavior B-they help a patient 2 face unpleasant situations head-on C-they justify blaming others 4 the person's 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 does not appear 2 b facing reality C-accept the denial w/out reinforcing it D-reassure the patient that everything will probably turn out all well

C-accept the denial w/out reinforcing it

What is 1 of the best ways 2 clarify what the patient is trying 2 say? A-b silent and wait 4 further explanation B-ask the patient specific closed questions C-make your best guess regarding the interpretation of what the patient has said D-paraphrase it

D-paraphrase it

The primary reason that the MA should regularly solict 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

Where does the MA record the appointment when a manual system is used 4 scheduling? A-both of the above B-computer program 4 keeping tract of appointments C-spiral bound appointment book D-none of the above

C-spiral bound appointment book

What interval(s) is/r commonly used in a manual appointment book or computer schedule? ``` A-45 min B-5 min C-30 min D-all of the above E-10 min ```

E-10 min

How is patient confidentiality maintained related 2 the daily schedule? A-create only 1 copy of the daily appointment schedule B-accompany patients at all times when walking through the office C-do not post the schedule in areas 2 which patients have access D-use a number system instead of a name system 4 the daily schedule

C-do not post the schedule in areas 2 which patients have access

What is the minimun amount of time that would b commonly allotted 4 the examination of a new patient? A-15 min B-30 min C-20 min D-10 min

B-30 min

What is the advantage of open office hours? A-they reduce patient waiting time B-they give patients more flexibility C-patients know what 2 expect about how long they will have 2 wait D-they take full advantage of a computer scheduling system

B-they give patients more flexibility

How does the MA set up the appointment schedule? A-block out the times when the medical office is open B-block out the time when physician is not available 2 C patients C-block out the times when the MA will b unavailable D-block out times when patients can b seen

B-block out the time when physician is not available 2 C patients

Which of the following reasons 4 an office visit will require the most time? A-an immunization B-a followup visit 4 hypertension C-a post operative checkup D-a complete physical examination

D-a complete physical examination

Which of the following variables will effect the appointment schedule the most? A-the type of scheduling system used by the office B-the availability of facilities and equipment C-the location of examination rooms in the office D-the season of the year

B-the availability of facilities and equipment

Which method(s) can b used 2 allow the physician 2 avoid falling behind or catch up w/appointment times? A-schedule the physician 4 examination rooms that r side-by-side B-leave at least 15-20 minutes each morning and/or afternoon C-end appointments about 1 hour b4 the physician really plans 2 go home D-all of the above E-schedule a lunch break that is 20-30 minutes longer than the physician will need

D-all of the above

What is important about scheduling a group of patients due 2 unexpected changes in the physician's schedule? A-write a note of apology 2 each patient because of the appointment change B-extend the physician's schedule by 1 hour 4 each of the next 3 days C-give the patients new appointments as soon as possible D-reschedule the patients on a extra day, like a Saturday

C-give the patients new appointments as soon as possible

Y is it important 2 document missed appointments in the patient's medical record? A-it provides written documentation that a patient does not follow medical advice B-all of the above C-it shows that the patient had an appointment and didn't keep it D-it provides grounds 2 terminate a relationship w/the patient E-it is a potential defense against a claim that the physician was not available

B-all of the above

What is the name 4 scheduling patient's w/certain problems or conditions on certain days? A-modified wave B-clustering C-stream D-wave

B-clustering

Which of the following is NOT a guideline 4 appointment scheduling? A-speak quickly 2 save time when another patient is waiting B-repeat information back 2 the patient C-concentrate on the person 2 whom u r speaking D-schedule the proper amount of time 4 the type of appointment

A-speak quickly 2 save time when another patient is waiting

What is the goal of stream scheduling? A-2 give the physician time 2 respond 2 telephone messages between patients B-2 schedule the same amount of time 4 each patient C-2 b sure that there is always a patient 2 c the physician D-2 schedule patients so that there is always a steady flow of patients moving through the office

D-2 schedule patients so that there is always a steady flow of patients moving through the office

Which of the following is NOT a physician preference or need that may affect the appointment schedule? A-attendance at conferences and meetings B-the time of day that the physician prefers 2 do certain types of examinations C-other obligations like hospital rounds or nursing home visits D-the number of satellite offices affiliated w/the medical practice

D-the number of satellite offices affiliated w/the medical practice

Which of the following r included as established patients? A-patients w/insurance referrals B-patients who have been seen in the medical office in the last 3 years C-patients who do not need a physical examination D-patients who have appointments at regular intervals

B-patients who have been seen in the medical office in the last 3 years

What information must b obtained from a new patient? A-the type of medical insurance and coverage B-the patient's work schedule C-the patient's past medical history D-whether that patient smokes cigarettes

A-the type of medical insurance and coverage

When is double-booking often used? A-when the physician uses 2 examination rooms B-when the physician is running behind schedule C-when a patient w/an acute injury must b fitted in2 the schedule D-when there is more than 1 physician scheduled 2 b in the office

C-when a patient w/an acute injury must b fitted in2 the schedule

Which of the following is NOT an advantage of patient self-scheduling? A-patients always receive the appointment time they request B-patients who do not need 2 place a telephone call 2 the office 2 schedule an appointment C-patients can often select their desired time if it's available D-patients can b notified of appointment times electronically or by letter

A-patients always receive the appointment time they request

What system schedules 3 or 4 every half hour, who r seen in the order they arrive? A-stream B-modified wave C-wave D-clustering

C-wave

What is a way 2 handle a patient who has a pattern of being late 4 appointments? A-send the patient a note encouraging them 2 b on time 4 his/her appointment B-encourage the patient 2 find another physician C-give the patient the last appointment of the day D-call the patient the day b4 the appointment and remind him/her 2 b on time

C-give the patient the last appointment of the day

If a patient w/managed care insurance must b referred 2 a specialist physician, what is the resposibility of the primary care physicians's office A-2 make the appointment w/the specialist B-nothing: the patient just makes an appointment w/the specialist C-2 notify the specialist so that the specialist's office can obtain preauthorization 4 the patient appointment D-2 submit a referral from the managed care organization and obtain preauthorization 4 the referral

D-2 submit a referral from the managed care organization and obtain preauthorization 4 the referral

Which of the following information should the MA have on hand b4 scheduling a diagnostic test 4 a patient? A-all of the above B-the type of procedure being performed C-the patient's insurance information D-the patient's name and telephone number E-the patient's diagnosis or the reason the procedure is being performed

A-all of the above

Which of the following diagnostic tests is usually included in preadmission testing b4 any surgery? ``` A-ultrasound of the operative area B-magnetic resonance imaging (MRI) C-electrocardiogram (EKG) D-all of these E-electrocephalogram (EEG) ```

C-electrocardiogram (EKG)

Within what time period must the physician visit a patient he/she has admitted 2 the hospital? A-within 12 hours B-within 24 hours C-within 48 hours D-within 1 hour

B-within 24 hours

Which of the following r true about both paper medical records and electronic medical records? A-they provide an ongoing record of the patient's state of health B-they r legal documents if there is a question about care given C-all of the above D-they provide 4 continuity of care E-they usually include information from more than 1 source

C-all of the above

What is used 2 hold medical records if the medical office uses a paper medical records? ``` A-all of the above B-open shelf filing units arranged horizontally C-shelf filing units w/pull-down fronts D-lateral drawer file cabinets E-vertical drawer file cabinets ```

A-all of the above

What is always necessary if a paper medical record system is used? A-color-codes labels or file folders 2 facilitate identification of records B-a means 2 maintain high humidity in the medical record storage area C-a means 2 lock the medical record storage cabinets or storage room D-a means 2 back up date every day

C-a means 2 lock the medical record storage cabinets or storage room

When is it recommended that file folders used 2 hold paper medical records b broken down in2 2 folders? A-when the width of the folder reaches 3/4 inch B-when the width of the folder reaches 1/4 inch C-when the width of the folder reaches 1/2 inch D-when the width of the folder reaches 2 inches

A-when the width of the folder reaches 3/4 inch

What is an outguide? A-a stiff piece of paper or plastic that is placed in a file when a medical record is removed B-a metal device that facilitates removing a medical record fromthe filing cabinet or shelf C-an index card that is filled out 2 identify who has taken a medical record from the file D-a metal divider that is placed on file shelves at specified intervals 2 support the records

A-a stiff piece of paper or plastic that is placed in a file when a medical record is removed

What is an advantage of using color-coded labels or folders? A-it reduces the risk of misfiling B-it simplifies removal of inactive files C-it simplifies the process of creation the record D-it preserves patient confidentiality

A-it reduces the risk of misfiling

If the office is using a color-coded system, who needs 2 know the meaning of the colors in use? ``` A-only the MA's B-office staff and staff of the insurance companies billed by the office C-all office staff D-both office and patients ```

C-all office staff

What is an indexing unit in an alphabetic filing system 4 medical records? A-each color-coded label placed on the medical record B-each part of a patient's name C-the patient's full name D-each letter of a patient's name

B-each part of a patient's name

What is a patient's surname? A-professional tittle B- 1st name C-middle initial D-last name

D-last name

What is the 2nd indexing unit in alphabetic filing? A-middle initial B-1st name C-2nd letter of the last name D-last name

B-1st name

If 2 patients have the same name, what information is used 2 put their medical records in order? A-street address B-birthplace C-birthdate D-chronologic age

A-street address

Which filing system (that uses) paper medical records protects patient confidentiality most successfully? A-numeric B-alphabetic C-cross-indexed D-subject

A-numeric

Which of the following would b filed 1st? A-Jones, Kristine B-Jones, L.W. C-Jones, Jane D-Jones, Louise

C-Jones, Jane

Using the alphabetic system of filing, what would "The Harris Office Supply Company" be files under? A-H B-T C-O D-C

A-H

Which of the following names would b filed 1st? A-Martha Delmarven B-David de long C-Winston De La Mare D-Jacob De Laray

C-Winston De La Mare

Which of the following names would b filed last? A-Bower, E Lawerence B-Bower, Edgar Lawrence C-Bower, E.L. D-Bower, Edgar

B-Bower, Edgar Lawrence

Which of the following names would b filed 1st? A-St. James, Ann Marie B-St. Charles, Josephine C-St. Elmo, Elmer D-St. Joseph, Joseph

B-St. Charles, Josephine

If Mary Jane Mitchell marries John L.Walker, which of the following names might Mary Jane choose 2 use as her married name? ``` A-Mary Jane Mitchell B-Mary Jane Walker-Mitchel C-all of the above D-Mary Jane Walker E-Mary Walker Mitchell ```

C-all of the above

If the terminal digit filing system is used, what is the 1st filing unit 4 the number 01-68-72-59 A-59 B-68 C-72 D-01

A-59

If the terminal digit filing system is used, which of the following medical record numbers comes 1st in the files? A-19-44-01-10 B-02-19-81-86 C-32-94-47-03 D-72-81-19-02

D-72-81-19-02

If a chronological numeric system is used, which of the following medical records comes last in the files? A-7281 B-1944 C-0219 D-3294

A-7281

Which of the following makes it easier 2 find a paper medical record that has been removed from the files? A-keeping the medical records in good repair by securing loose pages and mending tears B-placing medical records in stacks that have on more than 5 records each C-filling out a card 2 place in the outguide 4 every record that was removed D-all of the above

C-filling out a card 2 place in the outguide 4 every record that was removed

Where should the MA's paper tickler files b stored? A-in a locked cabinet B-in the patient waiting room C-near the inactive medical record files D-in a desk or file cabinet near where the MA usually sits

D-in a desk or file cabinet near where the MA usually sits

If the subject method of filing is used 4 folders, which of the following would b filed 1st? A-bank accounts B-pharmaceutical companies C-cleaning services D-medical supply companies

A-bank accounts

What must occur b4 a piece of correspondence can b filed in a patient's paper medical record? A-it must b initialed by the physician B-it must b coded C-it must b annotated D-it must b indexed

A-it must b initialed by the physician

In what order r documents filed in2 the medical record? A-in reverse chronological order B-in random order C-the order in which they r received in the office D-w/the oldest date 1st

A-in reverse chronological order

What determines the classification of "inactive" 4 a medical record? A-OSHA recommendation B-office policy C-state law D-federal regulations

B-office policy

When can a physician destroy a patient's file? A-if the patient transfers 2 another physician B-legally, medical records can never b destroyed C-when the record has been inactive at least 7 years after the statute of limitations has expired D-if the patient was treated only once

C-when the record has been inactive at least 7 years after the statute of limitations has expired

Y r inactive records removed from the active file area in most offices? A-2 avoid confusion between active and inactive files B-2 create more space 4 the records of new patients C-2 protect them from constant wear and handling D-because they r no longer necessary 4 billing

B-2 create more space 4 the records of new patients

Which of the following should b avoided in a storage area 4 inactive medical records? A-keeping lights off unless some1 is actually present in the storage area B-all of the above C-relative humidity between 48 % - 52 % D-secondary aisles that r only 3 feet wide E-dust and exposure 2 insects

E-dust and exposure 2 insects