quality of a good listener

Maintains eye contact with the sender.

Which statement is not accurate

DA who moves from one state to another can continue to practice

The initials SS in red on a dental charting indicates

A stainless steel crown that needs to be placed.

What to do if a mistake is discovered after the letter has been printed

Return to original document, make the correction, and reprint the letter.

The purpose of a referral letter is

introduce the patient and state the reason for the referral.

Why is it important for all members of the dental team to respect the patient's decision to discontinue treatment?

To meet the patient's needs and understand his/her motives

The bookkeeper records and maintains the accounts payable, which is a record of _____.

the money that the dental practice owes to others

A dental prophylaxis includes:

removing stains and deposits and polishing teeth

If the receiver is not hearing or understanding the message as it was intended, it is said that:

some barrier is preventing effective communication.

NOT a key role for the dental hygienist

Replacing lost or damaged tooth structure

What guidelines should be followed when one uses email

Use business format and keep length to one screen.

the appropriate action when a letter is marked confidential to the DDS?

Do not open the letter. Deliver the sealed envelope to the dentist.

Postcards should not be used to send ____ to patients.

the results of diagnostic tests

The single most important role of the receptionist is _____.

projecting a positive and helpful attitude

A concise business letter will _____.

convey a message without overusing words and phrases

When paragraphing, care should be taken to _____.

create paragraphs of equal length

Which is the correct way to address a new patient?

Use patient's title (Mr., Mrs., Ms., Dr.) last name, unless told otherwise.

The patient's bill of rights provides what provision when a patient is receiving treatment from a dental hygienist?

Pt has the right to see the DDS every time they receives dental treatment.

In a business letter "tone" refers to:

choice of words that set the mood of the letter.

How can the dental staff ensure the patient that controls are in place and that they are being protected?

Tell the pt. of the processes you take to comply with standard precautions.

Assistants who answer the telephone must be skilled in communication because

Pt's make up their minds in 1st few seconds whether or not to make an appt

Which statement is right

Pouches should be opened only in tx room in the presence of the patient.

A service-based business is considered successful when:

it meets the needs of the people it serves.

In effective communication, the sender of the message is responsible for _____.

selecting the best medium for the message

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DA600 Week 1

74 termsStudBud Administration60 plays

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Questions 74

Answers

1
quality of a good listener
Is physically distracting.
Comes to a conclusion before the message is complete.
Maintains eye contact with the sender.
Changes to a different subject.
2
Which assistant is responsible for ensuring compliance with industry standards
The business manager
The office manager
The insurance clerk
The records manager
3
Which statement is not accurate
DA who moves from one state to another can continue to practice
Dental laboratory technicians are accountable to the Dental Practice Act.
Each state has its own Dental Practice Act.
4
The initials SS in red on a dental charting indicates
A stainless steel crown that needs to be placed.
A stainless steel crown that has been replaced.
A simple silicate restoration that needs to be restored.
A veneer that needs to be placed on the facial surface.
5
What to do if a mistake is discovered after the letter has been printed
Apply "whiteout" to the error, and correct with typewriter or black pen.
Return to original document, make the correction, and reprint the letter.
No correction is necessary, as long as the letter is legible.
Carefully correct the error with a black pen and proceed to mail.
6
dental condition that would be charted in red on a dental chart
Fracture
Completed endodontic therapy
Impacted tooth
Extracted teeth
7
According to Maslow's Hierarchy of Needs, _____ is pursued only once all other needs have been met.
self-esteem
love
shelter
self-actualization
8
Which documents outlines the duties that may be performed by dental auxiliaries
The Occupational Safety and Health Administration (OSHA) code
The State Administrative Code
The State Dental Practice Act
The Bylaws of the American Dental Association
9
The purpose of a referral letter is
arrange allocation of fee between professionals.
introduce the patient and state the reason for the referral.
inform the patient that he or she is being referred to a specialist.
gain permission from an insurance provider.
10
A vertical red line drawn through a root of tooth on a dental chart indicates
Periodontal abscess
Endodontic therapy indicated
An extraction
A missing tooth
11
Why is it important for all members of the dental team to respect the patient's decision to discontinue treatment?
To decrease the number of past due accounts
To avoid complaints filed with the state dental board
To remain in compliance with HIPAA regulations
To meet the patient's needs and understand his/her motives
12
The administrative assistant who would not be assigned to an area of potential exposure would be classifed as
Category II
Category I
Category III
Category I and II
13
The bookkeeper records and maintains the accounts payable, which is a record of _____.
projected income of the dental practice for the fiscal year
outstanding fees that have been sent to a collection agency
the money that patients have paid the dental practice
the money that the dental practice owes to others
14
The act of chewing and grinding food is referred to as
Salvation
Occlusion
Malocclusion
Mastication
15
how to convey a message when the receiver of the message is tired, angry, preoccupied, or in pain
Rephrase the message.
Wait to convey the message.
Select a different medium for the message.
All
16
Deciduous teeth or primary dentition is usually completely replaced with permanent teeth by what age?
15
11-13
9-11
7-9
17
A dental prophylaxis includes:
replacing missing teeth with an artificial tooth or teeth
providing thin coverage on facial surfaces
restoring the function of the posterior teeth
removing stains and deposits and polishing teeth
18
If the receiver is not hearing or understanding the message as it was intended, it is said that:
the sender is not sincere.
some barrier is preventing effective communication.
the message does not have credibility.
the communication lacks a medium.
19
Nonclinical areas of the dental office dont include
Business office
Consultation area
Staff room
Sterilization area
20
More than 400 different transaction and code sets existed before HIPAA. How many transaction code sets are used today?
30
11
7
9
21
NOT a key role for the dental hygienist
Processing and evaluating radiographs
Applying pit and fissure sealant
Replacing lost or damaged tooth structure
Root planning, scaling, and polishing
22
The telephone greeting should contain all the following except:
a welcome statement
the office hours
the identity of the person answering the phone
the identity of the dental practice
23
not a restorative procedure?
Amalgam filling
Cast crown
Fluoride treatment
Inlay
24
_____ is a method of transcribing a spoken message into a report or letter.
Dual addressing
Lettering
Dictation
E-mail
25
What guidelines should be followed when one uses email
If sending confidential information, do not make a notation.
Avoid use of abbreviations.
Avoid using professional or trade jargon.
Use business format and keep length to one screen.
26
Individuals who help others to become fully functioning human beings are known as:
nuclear family members
marital partners
professional counselors
significant others
27
the appropriate action when a letter is marked confidential to the DDS?
Do not open the letter. Deliver the sealed envelope to the dentist.
Place the opened letter in a file folder to protect info.
Open the letter and process the time-sensitive information quickly.
Open letter quickly remove it from the sight of patients.
28
best classifies an 8-year-old patient with both adult and baby teeth
Primary dentition
Mixed dentition
Permanent dentition
Amalgamation dentition
29
Postcards should not be used to send ____ to patients.
a congratulatory message
an appointment reminder
the results of diagnostic tests
a patient recall
30
The single most important role of the receptionist is _____.
answering the telephone
projecting a positive and helpful attitude
collecting patient data
managing incoming and outgoing mail
31
A concise business letter will _____.
include additional information
reiterate important facts and points
convey a message without overusing words and phrases
employ redundant phrases to make an impression
32
When paragraphing, care should be taken to _____.
create paragraphs of alternating lengths (short, long, short...)
make the first paragraph longer than the proceeding paragraphs.
create paragraphs of equal length
make the first paragraph shorter than the proceeding paragraphs.
33
Which is the correct way to address a new patient?
Use the patient's first name to convey a friendly atmosphere in the office.
Use patient's title (Mr., Mrs., Ms., Dr.) last name, unless told otherwise.
Older patients than the staff should not be addressed by their first names.
34
Which specialists is most likely to receive a referral for wisdom tooth removal
An oral pathologist
An oral radiologist
A prosthodontist
An oral surgeon
35
Beneficence means that the dentist has a duty to:
communicate truthfully.
promote the patient's welfare.
refrain from harming the patient.
respect the patient's right to self-determination and confidentiality.
36
The patient's bill of rights provides what provision when a patient is receiving treatment from a dental hygienist?
The patient has the right to ask about alternative treatments.
Pt needs to be informed of the advantages & disadvantages of treatment.
Pt has the right to see the DDS every time they receives dental treatment.
Pt. must be informed in advance of the type and expected cost of treatment.
37
The chart on which circles are used to represent teeth is called
Geometric chart
Symbolic Numbering System
Universal Numbering System
Anatomical chart
38
When dealing with an angry patient, _____.
pass the patient off to another team member
involve others in the dispute
do not become defensive
avoid using humor
39
a letter not written between professionals
Insurance correspondence
Consent forms to obtain records
Dental society correspondence
Bills and collection
40
Personalization of a letter can be accomplished by use of :
a statement such as, "We have not received your payment."
"It is necessary to report your delinquency to the credit bureau."
the "you technique."
the patient's first name.
41
In a business letter "tone" refers to:
a combination of elements that help to communicate the message.
choice of words that set the mood of the letter.
a complementary choice of letter style and ink color.
presentation of the information in a positive form.
42
The dental assistant is responsible for bringing the contaminated clothing home to have it laundered.
True
False
43
How can the dental staff ensure the patient that controls are in place and that they are being protected?
Post a sign in the restroom stating that all employees are to wash hands.
Tell the pt. of the processes you take to comply with standard precautions.
Open pouches, leave the wrapper on the tray.
Provide red sharps containers in each treatment room.
44
Assistants who answer the telephone must be skilled in communication because
Most patients will air a complaint via a phone conversation.
Both the caller and those in the reception area are listening.
Pt's make up their minds in 1st few seconds whether or not to make an appt
Insurance companies will pay faster.
45
Which statement is right
Pouches should be opened only in tx room in the presence of the patient.
Pouches may be open in the sterile area, as long as they are in clean area.
Pouches may be opened in sterile area, as long as covered by napkin.
46
A service-based business is considered successful when:
bills are sent to patients in a timely manner.
it meets the needs of the people it serves.
current patients refer new patients.
dentists and dental auxiliaries work together to provide services.
47
Which administrative assistant is responsible for tracking the progress of insurance claims
The appointment scheduler
The insurance biller
The records manager
The business manager
48
In effective communication, the sender of the message is responsible for _____.
selecting the best medium for the message
completing the message transfer before changing the subject
listening to the complete message
initiating feedback
49
The segment of the dental arch when divided into six sections is referred to as
Restoration chart
Sextant
Periodontal chart
Quadrant
50
A new patient consultation should take between _____.
10-15 minutes
15-20 minutes
5-10 minutes
20-30 minutes
51
How do most patients select a new dentist?
Print advertising
Word of mouth
Web-based search engine (e.g., Google)
Yellow pages
52
Journals, catalogs, laboratory cases, insurance correspondence, & payments are all examples of
Presorted mail
Categories of incoming mail
Personal and professional mail
Business mail
53
room that contaminated instruments cleaned, packaged, and prepared for reuse
Treatment room
Sterilization area
Laboratory area
Darkroom
54
Which charting symbols indicates a completed amalgam restoration
Outlined and dotted
Outlined with crosshatch lines
Colored in solid blue
Outlined in red
55
correct regarding the exposing of dental radiographs
OSHA stipulates both education and licensing requirements.
A national licensing procedure covers all health care workers.
Each state mandates regs requiring ed., lic., cert., or exam.
All states mandate a licensing procedure.
56
A dentist who specializes in young patients (newborn to 15 years old) is a(n)_____.
oral pathologist
prosthodontist
pedodontist
periodontist
57
In terms of letter writing, logic is part of
Tone
Outlook
Organization
Personalization
58
Each person who answers the telephone should _____.
use a unique script
avoid the use of a script
read the script, word for word
use the same script
59
not considered professional telephone manners
Identifies the dental practice by name.
Hangs up after the caller does.
Speaks in a clear and distinct voice.
Answers in five rings and asks the caller if he or she can please hold.
60
The ideal place in a dental office to deliver personal or sensitive patient information is
Reception area
Business Office
Consultation area
Treatment room
61
In patient correspondence, which may be prohibited by the state dental board's legal and ethical regulations?
Direct mail promotion
Thank you for new patient referral
Introduction of a new associate
Welcome to our practice
62
Describes the current trend in dentistry requiring employees to be trained in more than one aspect of assisting?
Multi-functioning
Administrative assisting
Occasional task facilitation
Cross-training
63
Written correspondence in the dental office doesnt include
Monthly newsletters
Purchase orders
Patient brochures
Business letters
64
Carl Rogers coined the term _____, which is an expression of total love and respect, no matter what the problem.
fully functioning human beings
humanistic theory
unconditional positive regard
phenomenological approach
65
A patient who covers his/her mouth most likely is communicating which nonverbal message?
Embarrassment
Tenseness
Anger
Fearfulness
66
The Security Rule requires that providers protect the _____ of electronic health information.
integrity
confidentiality
all
availability
67
Success in handling incoming mail is measured by _____.
all
how quickly and accurately the mail is routed
how soon the mail is answered
how efficiently payments are processed
68
nonverbal cue should be practiced with caution
Touch
Sincerity
Smiles
All of the above
69
Understanding the dental language is needed in order to
Clinical chart management
Insurance coding
Appointment scheduling
All
70
Portability and Accountability. The Portability section of the Act guarantees that:
can obtain insurance through a 2nd employer if jobs change
electronic transactions & code sets can be used to transmit pt. infor.
(PHI) does not need to be protected in all forms and in all locations
71
You know that the dental term for root canal is
cast crown restoration.
surgical extraction.
pontic.
endodontic treatment.
72
Why shouldn't phrases such as per and herewith that do not add to the message not be used in a business letter:
make the document unnecessarily wordy.
convey to the recipient a negative image of the office.
make the writer sound forced and unnatural.
interfere with customer satisfaction.
73
How can you provide exceptional, personal patient care?
Both red and yellow
Explain to the patient what will happen next.
Use the patient's name at least once during your conversation.
Allow the phone to go to voice mail if you are working with a patient.
74
Patient is waiting & sitting with arms and legs tightly crossed and fists clenched, which nonverbal are they exhibiting
Anger
Embarrassment
Mistrust
Tenseness

DA600 Week 1 Flashcards | StudBud