When checking an Internet site for credibility, which of the following is least likely to be necessary?

Click links on the site to make sure they are not broken /kept up-to-date.

In what way(s) can the medical assistant assist a practitioner in managing the office schedule?

Avoid overbooking and underbooking

Which of the following is an appropriate statement for answering the office telephone?

"BWW Medical Associates; this is Jayden. How may I help you?"

Of the following calls, which one will most likely be handled by the physician?

Reports from patients with unsatisfactory progress

Which of the following describes telephone triage?

Screening calls to determine the level of priority

A benefit of the patient information packet is that it

helps patients feel more comfortable with the healthcare and the providers

What is the main reason pagers are not used as often in medical offices?

Cell phones are being used more often.

One way to reduce the number of misplaced records is to:

appropriately train staff on filing guidelines.

Color coding is used to:

distinguish files within a filing system.

Which of the following is an important part of effective communication?

Knowing when to speak and when to listen

Which of the following lists the correct filing order for the names listed?

Beals, Bentley Rian/Beals, Jazmyn/Beals, Kim/Beals, Lexus

Which of the following numeric sequences is correct using middle digit filing?

001 333 262 / 010 333 284 / 010 333 285 / 123 334 219

What are the five sensations a patient may have during a procedure?

Feeling, seeing, hearing, tasting, and smelling

Which of the following would least likely be in the patient information packet?

Patient instruction sheet about healthy living

If you are trying to locate a patient record using the patient's last name and the record is not there, you should then:

check to see if the record was misfiled under the patient's first name.

Mary wants to obtain more information about her health condition but she is unable to leave her home. Which can we do

Provide her with several websites to visit on her home computer.

Who should have keys to the medical records room or file cabinets?

A limited number of practice employees

Color coding is useful when

distinguishing files within a filing system.

What should you do if you reach the patient's answering machine, and you need to give medical information

office name , your name if the information isnt identfiable ,phn number

In accordance with HIPAA guidelines, the medical office must:

have written standards or policies that require HIPAA compliance.

Proper message taking is most important because:

it can protect the physician if the caller takes legal action.

Which of the following is the most difficult way to create electronic patient instructions?

Type the instructions directly into the open window

In terms of scheduling, the term "no-show" means

The patient does not call or show up for his scheduled appointment

When making a call, it is important to consider the time zone in the location you are calling because:

you want to make sure you are calling during business hours.

Regarding the telephone, HIPAA is concerned with:

the privacy and confidentiality of patient information via the telephone.

The first step you should take in trying to locate a missing file is to:

check the last known location of the file.

What steps should you take if a patient refuses treatment?

Notify the doctor and document the event in the patient's chart

Which of the following actions by the medical assistant is not necessary before leaving a message on answering machine?

Get authorization from the physician.

Which of the following is true regarding HIPAA compliance?

All employees must comply with HIPAA.

When should you apply the matrix to your appointment book?

When you first get it, if possible

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Medical Office process

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Questions 87

Answers

1
The appointment book and its format are dependent on all of the following items EXCEPT
Physician habits
Patient need
Office location
Facilities available
2
When checking an Internet site for credibility, which of the following is least likely to be necessary?
Click links on the site to make sure they are not broken /kept up-to-date.
Check the date of the document you plan to use.
Look for the author of the information you plan to use.
Use caution if the site uses a sensational writing style.
3
In what way(s) can the medical assistant assist a practitioner in managing the office schedule?
Double-book appointments when possible
Avoid overbooking and underbooking
Avoid overbooking
Avoid underbooking and double-booking when possible
4
The medical assistant should answer the telephone promptly by the:
second or third ring.
first ring.
fourth ring.
first, second, or fourth ring.
5
Which of the following is an appropriate statement for answering the office telephone?
"Jayden here, this is BWW Medical Associates."
"BWW Medical Associates, Jayden, hold please."
"Doctor's office, Jayden speaking."
"BWW Medical Associates; this is Jayden. How may I help you?"
6
What can be dangerous after a surgery?
Driving
Sleeping
Reading
Taking medication prescribed by the physician
7
Of the following calls, which one will most likely be handled by the physician?
Questions about office policies
Billing questions
Reports from patients with unsatisfactory progress
Requests for referrals
8
This sequence 010 333 285 / 001 333 285 / 123 334 285 / 010 334 285 is terminal digit filing
False
True
9
Speaking clearly and distinctly is
Clarity
Tone
Pronunciation
Enunciation
10
Closed files are inactive files.
False
True
11
Which of the following is not considered a good option for filing active paper medical records?
Compactible files
Filing cabinets
Plastic tubs or boxes
Rotary files
12
Which of the following is a form of patient education material?
Sign in form
Health brochure
Patient consent form
Patient medical record
13
Which of the following describes telephone triage?
Transferring calls to the physician
Screening calls to determine the level of priority
Making outgoing calls to providers
Sending after-hours calls to the answering service
14
A benefit of the patient information packet is that it
encourages patients to help themselves achieve better health
ensures patient compliance
helps patients feel more comfortable with the healthcare and the providers
can answer a treatment question that may come up during an office visit
15
What is the main reason pagers are not used as often in medical offices?
Cell phones are being used more often.
Physicians hate carrying them.
Improved healthcare means fewer "emergencies".
E-mail is used more often.
16
One way to reduce the number of misplaced records is to:
color code all records with one color.
allow the staff to use their own method of filing.
appropriately train staff on filing guidelines.
not have too many patients.
17
What visual tool is especially helpful when performing preoperative education?
Class or seminar
Anatomical model
Sensory teaching
Line drawing
18
Color coding is used to:
distinguish files within a filing system.
identify patient records by race.
make the files look prettier.
keep track of important dates.
19
The second step in the filing process is:
sorting.
coding.
indexing.
inspecting.
20
Which of the following is an important part of effective communication?
Deciding on your own what the patient needs
Assuming the patient understands what you said
Dominating the conversation
Knowing when to speak and when to listen
21
Which of the following lists the correct filing order for the names listed?
Beals, Bentley Rian/Beals, Jazmyn/Beals, Kim/Beals, Lexus
Whalen, Mari/Whalen, Mari L./Whalen, Mary Lou/Whalen, Mari Lou
Stark, Eleanor/Stark, Elinor/Stark-Ward, Eliner/Stark-Ward, Eleanor
Johnson, B. James/Johnson, Bradley/Johnson, Bryan/Johnsen, Calvin
22
Which of the following numeric sequences is correct using middle digit filing?
123 334 219 / 010 333 285 / 010 333 284 / 001 333 262
010 333 285 / 001 333 285 / 010 333 284 / 123 334 219
010 333 284 / 010 333 285 / 001 333 262 / 123 334 219
001 333 262 / 010 333 284 / 010 333 285 / 123 334 219
23
What are the five sensations a patient may have during a procedure?
Feeling, seeing, hearing, tasting, and smelling
Seeing, touching, smelling, breathing, and coughing
Tasting, feeling, moving, stretching, and hearing
Hearing, smelling, tasting, feeling, and moving
24
Which of the following would least likely be in the patient information packet?
Office policies and hours
List of the physicians with their qualifications
Patient instruction sheet about healthy living
Patient confidentiality statement
25
If you are trying to locate a patient record using the patient's last name and the record is not there, you should then:
check to see if the record was filed under the patient's date of birth.
recreate the record
look for the record under the patient's middle name.
check to see if the record was misfiled under the patient's first name.
26
Mary wants to obtain more information about her health condition but she is unable to leave her home. Which can we do
Tell Mary not to worry and that she doesn't need any additional information
Provide her with several websites to visit on her home computer.
Visit Mary at her residency.
Tell Mary to read her local newspaper for the information.
27
Who should have keys to the medical records room or file cabinets?
All staff
A limited number of practice employees
The cleaning service manager
The physician only
28
All of these appointments take place outside of the physician office EXCEPT
Mouse calls
House calls
Nursing home visits
Hospital visits
29
Deciding how emergent a patient's problem is and how it may best be handled is a procedure known as
Etiquette
Paging
Routing
Triage
30
Color coding is useful when
using out guides
you only have a small number of files.
creating tickler files.
distinguishing files within a filing system.
31
What should you do if you reach the patient's answering machine, and you need to give medical information
Leave your name and number with no message
Leave your name, the name of the practice, and your phone number
office name , your name if the information isnt identfiable ,phn number
Leave a complete message; it is the patient's private answering machine.
32
Your patient has a history of cardiovascular disease. Which of the following is least likely a screening procedure?
ECG
Cardiac rehabilitation
Blood work
Colonoscopy
33
Filing cabinet ,Rotary files, Compactible files ,Filing shelves are commonly used in medical offices as storage units
True
False
34
In accordance with HIPAA guidelines, the medical office must:
require that all employees take a HIPAA test every quarter.
have written suggestions for HIPAA compliance.
tell the employees to comply with HIPAA.
have written standards or policies that require HIPAA compliance.
35
How many hours of sleep are good for your health?
7-8
Less than 6 hours
A maximum of 6 hours
7-9 hours
36
Tickler files should be arranged according to:
the patient's last name.
the insurance carrier.
the scheduled procedure.
the date of the appointment.
37
Proper message taking is most important because:
it can protect the physician if the caller takes legal action.
the office manager checks all messages.
the caller can tell if you are taking a good message.
it makes you look like you are doing a good job.
38
Which of the following is the most difficult way to create electronic patient instructions?
Use previously created instructions
Type the instructions directly into the open window
Import the instructions from the Internet
Print the instructions directly from the Internet
39
In terms of scheduling, the term "no-show" means
The patient is no longer coming to the office
The patient does not call or show up for his scheduled appointment
The patient shows up early for his appointment
patient comes to his appointment but then leave before seeing the provider
40
When making a call, it is important to consider the time zone in the location you are calling because:
you want to make sure you are calling during business hours.
the area code may be wrong.
outgoing calls can only be made during certain times of the day.
the cost of the call can increase during different times of the day.
41
Regarding the telephone, HIPAA is concerned with:
the number of times the phone rings before you answer.
how you answer the telephone.
the automated message that comes on when a call comes in.
the privacy and confidentiality of patient information via the telephone.
42
Taking an effective message involves recording which of the following items?
Date and time of call
All of these and more
Name and phone number of caller
Who the call is for
43
The first step you should take in trying to locate a missing file is to:
contact the patient to see if she has the file.
ask the office manager to locate the file for you.
check with another physician's office
check the last known location of the file.
44
following types of teaching gives patients a description of the physical sensations they may have during the procedure
Factual
Modeling
Sensory
Media
45
What steps should you take if a patient refuses treatment?
Escort the patient out the office.
Reschedule the patient's appointment
Notify the doctor and document the event in the patient's chart
Demand that the patient accept treatment
46
If the office is very busy and you answer an incoming call, you should:
answer the call on the fifth ring.
immediately place the caller on hold.
maintain a calm demeanor.
tell the caller to call back another time.
47
Which of the following actions by the medical assistant is not necessary before leaving a message on answering machine?
Determine if he has permission from the patient to leave such information
Get authorization from the physician.
Determine if he has reached the correct number.
Only leave his name, office name, and telephone number.
48
Which type of scheduling is also called stream scheduling
Cluster
Wave
Open-hours
Time-specified
49
The filing term that means you are naming the document in order to file it correctly is?
storing
inspecting
coding
indexing
50
Which of the following is true regarding HIPAA compliance?
All employees must comply with HIPAA.
The employees should be encouraged to adhere to HIPAA guidelines.
There are no consequences for HIPAA noncompliance.
The physician and office manager are responsible for HIPAA compliance.
51
When should you apply the matrix to your appointment book?
At the beginning of every quarter
When you first get it, if possible
On the first day of the new year
When scheduling appointments
52
Which of the following lists a unit order that would never be used when filing
1. Po 2. Quin 3. Kwan 4. MD
1. Quin 2. Kwan 3. Po 4. MD
1. MD 2. Po 3. Kwan 4. Quin
Po 2. Kwan 3. Quin 4. MD
53
Which of the following is an example of the psychomotor learning domain?
The patient searches the Internet for information about his condition
The patient is willing to read the brochure
medical assistant provides the patient with a patient information package
The patient performs his own blood glucose test
54
What is the best approach for handling the cancellation of an appointment by a patient?
Attempt to schedule another patient in the canceled slot
Remind the patient of the importance of f/u care and reschedule her
Schedule other activities in those canceled slots
Send the patient a letter pointing out she canceled a necessary appointment
55
Which of the following is NOT one of the five Cs of effective communication?
Conciseness
Compassion
Cohesiveness
All of these
56
In the information packet can you find information on what to do when emergency occurs outside of regular office hours
Introduction to the office
Emergency medical section
Physician's qualifications
Office hours section
57
The most basic filing supply is the:
jacket
folder.
sorter.
guide.
58
Which of the following supplies are commonly used to contain the medical record?
File sorters
File tabs
File guides
File folders (hanging)
59
What should you do when giving instructions to patients of diverse cultures?
Only read part of the instructions to the patients.
Ask the patients to discuss their cultural beliefs with you.
Speak loudly and clearly to the patients.
Ask if there is any reason they want be able to follow the instructions.
60
Which of the following describes the records of patients who have moved across the country?
Retained
Closed
Inactive
Active
61
When is the best time to give a patient an information packet?
After the patient's first visit to the office
The day of the patient's first visit to the office
When the patient requests an information packet
When the physician advises you to do so
62
When answering a phone call in the medical office, the medical assistant should quickly ask the caller what he needs
True
False
63
Which of the following is not a common reason patients call the office?
Lab or X-ray reports
Appointment requests
Billing inquiries
Compliments to the medical staff
64
type of schedule group similar appointment together certain day of the week or certain times of day which may be helpful
Cluster
Time-specified
Open-hours
Wave
65
When scheduling an appointment for an abdominal CT scan, what steps should be taken?
book the appointment when the patient is present to get a good time
Give the patient oral and written instructions, answering any questions
make appointment, repeat the information, writing it down for the patient
Have information from the dr regarding the appointment and access to the
66
A patient that is more likely to comply with instructions is:
elderly.
educated.
combative.
skilled.
67
Which of the following is correct regarding your telephone voice?
Visualize the caller and speak directly to the caller.
Speak in a very loud voice.
Use technical terms.
Speak in low tones.
68
Which of the following describes a message that is respectful and considerate of others?
A complete message
A message with clarity
A message that is concise
A courteous message
69
Inactive files are:
files of current patients
used frequently.
used infrequently.
closed files.
70
___________ is being done when a call is transferred to an appropriate person based on the caller's request.
Screening
Paging
Triage
Routing
71
Which of the following is the least likely patient benefit of patient education?
Patients take a more active role in their medical care
Patients will not need as much medication
Office staff are not interrupted as often by patient phone calls
Patients are less likely to call the office
72
Sensory teaching addresses the affective learning domain and includes:
detailed factual information about what will happen.
a description of the physical sensations the patient may have.
modeling and a return demonstration by the patient.
demonstrations of techniques that may be necessary.
73
Keep a telephone message pad by the phone to record information as it is given. Is the best way to take a phone message
False
True
74
If names are absolutely identical, what is the address order that is used to choose the filing order
Each office may choose the order that works best for them
State, city, street name, street number
Street name, street number, city, state
City, state, street name, street number
75
Which of the following calls are handled by the medical assistant?
Calls from other doctors
Emergency calls
Appointments
Patient calling to discuss abnormal test results
76
The most common and simplest type of filing system for maintaining patient files is the:
sequential system.
numeric system.
color coding system.
alphabetic system.
77
Paper storage of files should only be done when:
having easy access to the records is not a requirement
you have a limited amount of space
you are not concerned with the files becoming brittle.
you have a large amount of storage space.
78
Which of the following is a healthy habit that should be part of patient teaching?
Using cigarettes in moderation
Limiting fruits, vegetables, and fiber
Balancing lifestyle of work and leisure activities (moderation)
Exercising about 15 minutes per day
79
Voice mail lets you leave a private message directly on someone’s direct line or cell phone? Answering
True
False
80
Which of the following does not follow recommended security guidelines for medical records?
Using locking file cabinets
Locking the records in a separate room
Giving everyone in the office a key to the file room
Posting a sign next to the file room stating, "Authorized Personnel Only"
81
The process of teaching a new skill by having the patient observe and imitate is called:
repeating.
role playing.
modeling.
demonstration.
82
The first step in the filing process is sorting.
True
False
83
In the best filing systems, misplaced files are:
an everyday occurrence.
always quickly found.
not an issue.
the result of human errors.
84
Which of the following is NOT a common function of many of today's multiline phones?
Voicemail
Intercom
Transfer options
Voice recognition
85
Which of the following essential processes helps to ensure patient compliance.
Patient examination
Patient education
Patient consent
Patient well-being
86
Information packets should be written at a ________ grade reading level.
eighth
third
twelfth
sixth
87
Why should the insurance company be contacted prior to scheduling an appointment outside of the office?
To determine if the service is covered and obtain an authorization number
To pay for services
Because the test is physician ordered
As a courtesy

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