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ML 102 Adminstrative Procedures - Week 1 Flashcards | StudBud
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ML 102 Adminstrative Procedures - Week 1
Which of the following terms is spelled correctly?
Active listening involves
ML 102 Adminstrative Procedures - Week 1
25 terms
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StudBud Administration
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Week 1, Chapters 7 & 8
Flashcards
25 cards
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Practice quiz
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Questions
25
Answers
1
Active listening involves
treating patients on the phone the same as in person
All of the above
discovering vital information.
concentrating on the conversation at hand.
2
Which of the following terms is spelled correctly?
Tolerance
Tolerence
3
Business letters are usually __________ spaced.
double
single
one and half
one and a quarter
4
Which of the following terms is spelled correctly?
Detrimental
Detrimantal
5
Which of the following terms is spelled correctly?
Desseminated
Disseminated
6
Most appropriate greeting for incoming calls
"Dr. Bewell's office."
Thank you for calling Dr. Bewell's office. This is Tina."
"Dr. Bewell's office, Ms. Blakely speaking."
"Good morning. Dr. Bewell's office, Ms. Blakely speaking."
7
Which is not important when taking incoming calls at the physician's office?
Identifying the caller
Answering the phone promptly
Minimizing wait time
Getting off the phone in less than 2 minutes
8
Which of the following best describes the primary goal of "screening" telephone calls?
Handling calls at the lowest level possible
Preventing calls from reaching the physician
Calls should be forwarded to the appropriate staff member
Determining whether the calls are emergencies
9
The medical assistant may help an angry caller to calm down by
getting angry in return.
calling the physician into the situation.
passing the situation off to the office manager immediately.
speaking in a lower tone of voice.
10
What is the purpose of noting "c: Alice Adams, M.D." at the bottom of a letter?
Receiver has more information about the subj. of the letter
To instruct the MA to send the same letter to Dr. Adams
For the receiver make a copy of the letter for Dr. Adams
A duplicate letter has been sent to Dr. Adams
11
If your office is in California and it is noon, what time is it on the East Coast?
8 a.m.
9 a.m.
3 p.m.
4 p.m.
12
Which of the following is the usual business envelope size?
No. 10
No. 5
No. 6 ¾
No. 5 ¾
13
Words that replace nouns so that they do not have to be repeated constantly are called
prepositions
interjections
verbs
pronouns
14
Which size letterhead is appropriate for most business correspondence?
7 1/4 X 10 1/2 inches
5 1/2 X 8 1/2 inches
17X 22 inches
8 1/2 X 11 inches
15
Which of the following terms is spelled correctly?
Reproach
Reaproach
16
The best communication tool for two-way communication
pager
cell phone
faxe
voice mail
17
Which of the following is not correct with regard to ending a call?
Closing the conversation with some form of "goodbye"
Thanking the person for calling
Discouraging inappropriate chatting
Hanging up before the caller
18
The technical terminology or characteristic idiom of a particular group is called
enunciation.
salutation.
monotone.
jargon.
19
Which of the following is an output device?
Light pen
Printer
Scanner
Keyboard
20
What would you use to transfer paper files into an electronic medical records, without typing?
magnetic disk drive
disk operating system
scanner
modem
21
Which medical assistant has a good work ethic?
John, who is sick often and has missed several days of work
Mac, who complains to the patients about his workload
Angela, who arrives on time every day
Roy, who completes his duties and leaves early
22
What information should the MA get from patients when they request a prescription?
The patient's last laboratory results
The patient's medical history
The patient's last diagnosis
Treatments the patient has tried
23
What are used to help prevent access to private networks?
Virus detectors
Firewalls
Network systems
Scanners
24
When a patient calls with a complaint
find the source of the problem.
present options of solutions to the patient.
use an approach similar to that for angry callers
All of the above
25
Which of the following dates is written correctly for inclusion in the heading of a letter?
May 1, 2016
May 1, '16
May 1st, 2016
5/1/07
