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
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
