*Front Office Management Flashcards
What are the four components of the human voice?
Volume, tone, rate, quality
What makes the first impression to a client?
Tone of voice
What type of leadership skill is…
the ability to understand people and what motivates them and direct their behavior?
Human skill
What type of leadership skill is…
Ability to apply leadership, skill, and knowledge to team members in an effective manner?
Technical skill
What type of leadership skill is…
Ability to sense how the leadership style affects the practice and make change in a positive way?
Conceptual skill
What are the four R’s of team management?
Responsibility
Respect
Rapport
Recognition
What are the top three issues that cause conflict in the workplace?
Gossip
Lack of training
Lack of communication
what are the four branches of veterinary ethics? define them.
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
why was the fair labor and standards act created?
establish minimum wage and overtime pay, and regulate employment of minors
per federal law, how long must wage and hours records be kept after terminating an employee?
3 years
what are the 4 stages of stress?
alarm
adaptation
exhaustion
death
what is the difference between a Type A and Type B personality?
A = stress-prone, often make others aware of their stress
B = compartmentalize stress, can identify it and manage it
what three factors affect good and bad stress?
choice
control
consequences
what is the difference between burnout and compassion fatigue?
burnout goes away when you go to another hospital
compassion fatigue requires leaving the profession to be cured
what are the four steps to managing compassion fatigue?
recognize
reduce
restore
repeat
what is positive stress?
body’s natural ability to cope with stress, can be energizing, too much can lead to exhaustion
what is motion economics?
define ergonomics
study of relationship between people and their work environments
what is a CPU?
unit of computer that is the “brain”
how many bytes are in a megabyte?
1M
what is RAM?
random access memory - the short term memory of the computer
what are the three main options for creating a website?
host your own
on-site hosting tools
company supported hosting
what percentage of a message do each of the following account for?
verbal
nonverbal
paraverbal
verbal - 7%
nonverbal - 55%
paraverbal - 38%
when someone is receiving a confusing message from how someone is communicating, what is the default way a person will understand the message?
through nonverbal communication
term for: percentage of clients who accept recommendations given by the vet health care team
compliance
client compliance starts with ________
client education
what are the benefits of a treatment plan?
decrease sticker shock, increase communication, increase compliance
what are the five stages of grief?
denial, anger, bargaining, depression, acceptance
what does SOAP stand for?
subjective
objective
assessment
plan
define replacement cost:
the cost to replace an inventory item
true or false: replacement cost = original purchase price
false because the price could have changed
ordering costs account for roughly ___-___% of unit cost
15-20
Loss of controlled substances should be reported with what form?
form 106
what schedule of controlled substances require a form 222?
schedule II
true or false - practices that are digitized still have to use radiology logs?
false
controlled substance logs should be kept for ___ years beyond the last entry?
2
What’s the highest percent of gross revenue AR should be allowed to go to?
1.5%
What’s the last expense that should be cut when troubleshooting expenses?
Payroll
T/F : budgets are based on assumptions
True
What does the Red Flag Rule protect against?
Identity theft
What year was OSHA established?
1970
Formula for inventory turns per year
(Beginning inventory + ending inventory) / 2 = x
Volume purchased through timeline / x
Formula for reorder point
Lead time x average daily use
Formula for break even analysis
Unit cost + hard cost + soft cost + (profit x sales price) = sales price
What is the surgical, maintenance, and two times maintenance dosing for IV fluids?
11 ml/kg/hr
66 ml/kg/ 24 hr
132 ml/kg/ 24 hr
