*Front Office Management

Question 1

What are the four components of the human voice?

Answer 1

Volume, tone, rate, quality

Question 2

What makes the first impression to a client?

Answer 2

Tone of voice

Question 3

What type of leadership skill is…
the ability to understand people and what motivates them and direct their behavior?

Answer 3

Human skill

Question 4

What type of leadership skill is…
Ability to apply leadership, skill, and knowledge to team members in an effective manner?

Answer 4

Technical skill

Question 5

What type of leadership skill is…
Ability to sense how the leadership style affects the practice and make change in a positive way?

Answer 5

Conceptual skill

Question 6

What are the four R’s of team management?

Answer 6

Responsibility
Respect
Rapport
Recognition

Question 7

What are the top three issues that cause conflict in the workplace?

Answer 7

Gossip
Lack of training
Lack of communication

Question 8

what are the four branches of veterinary ethics? define them.

Answer 8

descriptive - relates to what members of the pofession think is right and wrong

official - creation of ethical standards adopted by organizations

administrative - actions by governing bodies that regulate practices

normative - search for correct principles of good vs bad

Question 9

why was the fair labor and standards act created?

Answer 9

establish minimum wage and overtime pay, and regulate employment of minors

Question 10

per federal law, how long must wage and hours records be kept after terminating an employee?

Answer 10

3 years

Question 11

what are the 4 stages of stress?

Answer 11

alarm
adaptation
exhaustion
death

Question 12

what is the difference between a Type A and Type B personality?

Answer 12

A = stress-prone, often make others aware of their stress

B = compartmentalize stress, can identify it and manage it

Question 13

what three factors affect good and bad stress?

Answer 13

choice
control
consequences

Question 14

what is the difference between burnout and compassion fatigue?

Answer 14

burnout goes away when you go to another hospital

compassion fatigue requires leaving the profession to be cured

Question 15

what are the four steps to managing compassion fatigue?

Answer 15

recognize
reduce
restore
repeat

Question 16

what is positive stress?

Answer 16

body’s natural ability to cope with stress, can be energizing, too much can lead to exhaustion

Question 17

what is motion economics?

Question 18

define ergonomics

Answer 18

study of relationship between people and their work environments

Question 19

what is a CPU?

Answer 19

unit of computer that is the “brain”

Question 20

how many bytes are in a megabyte?

Answer 20

1M

Question 21

what is RAM?

Answer 21

random access memory - the short term memory of the computer

Question 21

what are the three main options for creating a website?

Answer 21

host your own
on-site hosting tools
company supported hosting

Question 21

what percentage of a message do each of the following account for?

verbal
nonverbal
paraverbal

Answer 21

verbal - 7%
nonverbal - 55%
paraverbal - 38%

Question 21

when someone is receiving a confusing message from how someone is communicating, what is the default way a person will understand the message?

Answer 21

through nonverbal communication

Question 22

term for: percentage of clients who accept recommendations given by the vet health care team

Answer 22

compliance

Question 22

client compliance starts with ________

Answer 22

client education

Question 23

what are the benefits of a treatment plan?

Answer 23

decrease sticker shock, increase communication, increase compliance

Question 24

what are the five stages of grief?

Answer 24

denial, anger, bargaining, depression, acceptance

Question 25

what does SOAP stand for?

Answer 25

subjective
objective
assessment
plan

Question 26

define replacement cost:

Answer 26

the cost to replace an inventory item

Question 27

true or false: replacement cost = original purchase price

Answer 27

false because the price could have changed

Question 28

ordering costs account for roughly ___-___% of unit cost

Answer 28

15-20

Question 29

Loss of controlled substances should be reported with what form?

Answer 29

form 106

Question 30

what schedule of controlled substances require a form 222?

Answer 30

schedule II

Question 31

true or false - practices that are digitized still have to use radiology logs?

Answer 31

false

Question 32

controlled substance logs should be kept for ___ years beyond the last entry?

Answer 32

2

Question 34

What’s the highest percent of gross revenue AR should be allowed to go to?

Answer 34

1.5%

Question 35

What’s the last expense that should be cut when troubleshooting expenses?

Answer 35

Payroll

Question 36

T/F : budgets are based on assumptions

Answer 36

True

Question 37

What does the Red Flag Rule protect against?

Answer 37

Identity theft

Question 38

What year was OSHA established?

Answer 38

1970

Question 39

Formula for inventory turns per year

Answer 39

(Beginning inventory + ending inventory) / 2 = x

Volume purchased through timeline / x

Question 40

Formula for reorder point

Answer 40

Lead time x average daily use

Question 41

Formula for break even analysis

Answer 41

Unit cost + hard cost + soft cost + (profit x sales price) = sales price

Question 42

What is the surgical, maintenance, and two times maintenance dosing for IV fluids?

Answer 42

11 ml/kg/hr

66 ml/kg/ 24 hr

132 ml/kg/ 24 hr