Test 3 Review CH 10 11 12 13

Question 1

HIPAA has changed the way we organize our entrance and reception areas in the following way:

a. patients must be able to see the receptionist at all times
b. pt must have adequate parking
c. pt must not be able to see or hear confidential info about another pt
d. the magazines must be current

Answer 1

c. pt must not be able to see or hear confidential info about another pt

Question 2

ADA states that:

a. pt must not know the names and diagnoses of other pts
b. handicapped pts must have access to all pt areas with reasonable accommodations
c. visually impaired pts must have adequate lighting and contrast for better viewing
d. an interpreter must be present with any non-english-speaking pt

Answer 2

b. handicapped pts must have access to all pt areas with reasonable accommodations

Question 3

Pt safety within the reception area is accomplished by:

a. providing chairs that are sturdy and in good repair
b. containing wires and cords and keeping them out of reach
c. attaching rugs to the flooring without loose edges
d. containing toys within a designated play area
e. all of the above

Answer 3

e. all of the above

Question 4

the reception area should accommodate

a. at least on hour’s pts per provider plus a fried or relative who may accompaby each pt
b. only adult pts
c. 2.5 seats for each examination room
d. a & c

Answer 4

d. a & c

Question 5

before entering the exam room, health care providers should

a. turn their cell phones off
b. knock before entering
c. wash their hands
d. put on lab coats

Answer 5

b. knock before entering

Question 6

according to the ADA, there must be one accessible entrance that should

a. have a padlock
b. state that it is an exit
c. have a doorbell
d. be protected from the weather by a canopy or overhanging roof

Answer 6

d. be protected from the weather by a canopy or overhanging roof

Question 7

The administrative medical assistant should be able to

a. perform telephone screening
b. remember that the pts comfort is of primary concern
c. log data into the computer
d. all of the above

Answer 7

d. all of the above

Question 8

a good way to check a room’s readiness is to

a. lie on the examining table and look around
b. place yourself in the room as a pt
c. ask yourself how you feel about being there and what mood the surroundings create for you
d. b and c only

Answer 8

d. b and c only

Question 9

when closing the facility for the day, it is most important to

a. contact the answering service to notify them that the clinic is closed and who can be reached in an emergency
b. clean all rooms
c. lock the doors
d. turn off the lights

Answer 9

a. contact the answering service to notify them that the clinic is closed and who can be reached in an emergency

Question 10

making facilities and equipment available to all users is called:

a. maintenance
b. accessibility
c. promotion
d. standardization

Answer 10

b. accessibility

Question 11

HIPAA requires that clinic facilities

a. have adequate corridors and bathrooms to accommodate wheelchair pts
b. place an administrative medical assistant in an area seen and heard by all
c. protect the confidentiality of pts checking in at the reception desk
d. provide space for children in the clinic

Answer 11

c. protect the confidentiality of pts checking in at the reception desk

Question 12

the primary goal of maintaining a comfortable environment in which pt care is given is to

a. feed anxiety
b. aggravate illness
c. promote health
d. stimulate the senses

Answer 12

c. promote health

Question 13

space planners suggest

a. that the reception area accommodate at least 2 hrs pts/provider
b. that the reception area accommodate a friend or relative who might accompany each pt
c. that there are 2.5 seats in the reception area for each examination room
d. b and c only

Answer 13

d. b and c only

Question 14

Any drugs kept in the clinic that are identified as controlled substances must always be kept:

a. in the refrigerator
b. in a locked, secure cabinet
c. in the provider’s desk drawer
d. in the administrative medical assistant’s desk drawer

Answer 14

b. in a locked, secure cabinet

Question 15

a flash drive is a

a. memory device
b. type of software device
c. dvd drive
d. safety warning

Answer 15

a. memory device

Question 16

what step(s) should be followed when selecting software?

a. choose a knowledgeable vendor
b. determine what tasks will be computerized
c. software available for each task should be identified and evaluated on a rial basis
d. all of the above

Answer 16

d. all of the above

Question 17

a personal digital assistant is classified as a

a. supercomputer
b. mainframe computer
c. minicomputer
d. microcomputer

Answer 17

d. microcomputer

Question 18

computers in the medical office or clinic are used to perform

a. routine office tasks
b. maintenance of electronic medical records and management of the clinic or practice
c. clinical laboratory applications
d. a and b only
e. a, b and c only

Answer 18

e. a, b and c only

Question 19

defragmenting gets rid of

a. fragments of information that you do not need anymore
b. old info no longer needed
c. empty spaces on the hard drive
d. removal of software that you do not use

Answer 19

c. empty spaces on the hard drive

Question 20

the fastest, most complex, and most expensive computer that is also used in medical research is the

a. mainframe
b. supercomputer
c. minicomputer
d. personal digital assistant

Answer 20

b. supercomputer

Question 21

the smallest by most widely used type of computer in today’s health care facility is the

a. microcomputer
b. supercomputer
c. mainframe computer
d. minicomputer

Answer 21

a. microcomputer

Question 22

examples of output devices would be

a. printer, fax, monitors
b. keyboard, mouse
c. scanner, electronic tablets
d. touch screen, digital camera

Answer 22

a. printer fax monitor

Question 23

what steps should be taken in the changeover to a computer system

a. schedule during a down period, such as a long holiday or vacation period
b. introduce the new system while continuing to use the old system
c. transfer file and data and when the staff is comfortable with the system and their computer skills, then make the changeover
d. all of the above

Answer 23

d. all of the above

Question 24

manuals and documents that define how programs operate are called

a. the operating system
b. system software
c. computer system documentation
d. application software

Answer 24

c. computer system documentation

Question 25

compact disks and digital video versatile disks are two types of

a. hard drives
b. optical drives
c. flash drives
d. tape drives

Answer 25

b. optical drives

Question 26

data storage device capacity is often referred to as

a. hardware
b. the operating system
c. memory
d. algorithms

Answer 26

c. memory

Question 27

portable memory storage devices from which the storage media can be readily removed and transported are called

a. flash drives
b. ROM
c. RAM
d. optic drives

Answer 27

a. flash drive

Question 28

telephone calls that may be handled by the medical assistant include all byt which one of the following

a. billing questions
b. appointment changes
c. requests for prescription refills
d. calls from other providers

Answer 28

d. calls from other providers

Question 29

when an MA is talking to a pt on the phone and another line rings, what should the MA do?

a. ask permission from the first caller to put her on hold, answer the second call and then ask permission to put him on hold and go back to the first call
b. put the first call on hold, answer the 2nd call and handle the issue, then go back to the 1st caller
c. let the second line ring; it will be picked up by an answering system
d. finish with the first caller than answer the second line

Answer 29

a. ask permission from the first caller to put her on hold, answer the second call and then ask permission to put him on hold and go back to the first call

Question 30

which of the following is not a good idea in a medical clinic

a. using a speaker phone to listen to VMs
b. speaking quietly on the phone so other pts cannot hear
c. using privacy screen to reduce the change of being overheard on the phone
d. using only email so you will not be overheard

Answer 30

a. using a speaker phone to listen to VMs

Question 31

after-hours telephone messages are usually directed to

a. the provider’s home
b. the medical manager’s home
c. a VM system or answering service/machine
d. an email system

Answer 31

c. a VM system or answering service/machine

Question 32

when talking to older adult pts on the phone

a. if the pt is hearing impaired, speak slower, clearer and a little louder
b. assume that they are senile or at least forgetful and repeat all the info several times
c. if the person has difficulty understanding, simplify the info, ask if there are any questions and try to explain patiently in simple terms
d. all of the above
e. A and C only

Answer 32

E. A and C only

Question 33

guidelines of the health insurance portability and accountability act (HIPAA) for phone communication include:

a. determine if pt have specific instructions on who has been granted privilege to their private medical info
b. determine if pts have a particular number they want called for confidential communications
c. ask if it is acceptable to leave a message if pts are not at the number provided
d. all of the above

Answer 33

d. all of the above

Question 34

the best solution for handling a caller who refuses to give info after gentle prodding is:

a. tell the pt to call back when he is ready to cooperate
b. hang up on the caller
c. take a message and then give it to the provider
d. argue with the pt, telling him that he is being unreasonable and that you need the info

Answer 34

c. take a message and then give it to the provider

Question 35

the admin MA should always try to answer a call

a. by the end of the first ring if possible but definitely within 3 rings.
b. after 5 rings
c. after 2 rings and before 5
d. within a minute

Answer 35

a. by the end of the first ring if possible but definitely within 3 rings.

Question 36

before transferring a call to the appropriate party, a guideline to follow is

a. put the caller on hold, then transfer the call
b. put the caller on hold and contact the person to whom the call is going, to see if the person can speak to the caller
c. transfer the call immediately
d. get the caller’s name and number and any pertinent info

Answer 36

d. get the caller’s name and number and any pertinent info

Question 37

if a call is a medical emergency, what protocol should be followed in handling that type of situation

a. tell the pt to go to the ER
b. keep the caller on the line and call 911 on another line
c. put the caller on hold and try to get the provider on the phone
d. tell the pt that you will call 911 for her and then call back

Answer 37

b. keep the caller on the line and call 911 on another line

Question 38

To ensure sensible risk management when making calls, you should protect the pt’s privacy at all times; this is referred to as

a. confidentiality
b. jargon
c. elaboration
d. screening

Answer 38

a. confidentiality

Question 39

scheduling outpatient procedures

a. is done at the end of each day
b. is best done with the pt present
c. will be easier with a calendar for visualization of days discussed
d. b and c

Answer 39

d. B and C

Question 40

one principle above all else in scheduling for the clinic is

a. flexibility
b. neatness
c. accountability
d. estimation

Answer 40

a. flexibility

Question 41

the type of scheduling that requires visits to be set up around pts with specific chronic ailments such as diabetes and hypertension is called

a. screening
b. referral appointments
c. group scheduling
d. stream appointments

Answer 41

c. group scheduling

Question 42

the general rule for no-shows and cancellations is that after __ consecutive missed appointments, the provider will review the pt’s record and could terminate care

a. 5
b. 3
c. 2
d. 10

Answer 42

b. 3

Question 43

what, more than anything else, determines the success of a day in the ambulatory care setting?

a. pt care
b. efficient pt flow
c. operational functions
d. interpersonal skills

Answer 43

b. efficient pt flow