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Exam test 10-6-17

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Quiz on Exam test 10-6-17, created by yaquelin vargas on 10/04/2017.
yaquelin vargas
Quiz by yaquelin vargas , updated more than 1 year ago
yaquelin vargas
Created by yaquelin vargas about 7 years ago
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Resource summary

Question 1

Question
Which of these items does not portray a professional image ?
Answer
  • Chewing gum
  • Fingernails painted bright colors with decals
  • Dangling earrings
  • Multiple bracelets
  • All of the above

Question 2

Question
The art of dealing with patients with genuine care and concern is called:
Answer
  • Self-control
  • People pleasing
  • Empathy
  • Impression
  • Attitude

Question 3

Question
Which of the following messages should NOT be sent via electronic mail?
Answer
  • The meeting for tomorrow has been changed to next week.
  • Mr.Hernandez is having chest pains again.
  • Attached is a memo from the last staff meeting.
  • The representative from XYZ pharmaceutical company would like an appointment.
  • The agenda for next week's meeting is attached.

Question 4

Question
A good ergonomic workstation will help you:
Answer
  • Be more efficient
  • Decrease work-related injuries
  • Meet OSHA requirements
  • Help prevent musculoskeletal disorders.
  • All of the above .

Question 5

Question
To help prevent injuries, you should
Answer
  • Make multiple trips carrying smaller loads .
  • Bend at the knees .
  • Carry items at chest levels.
  • Perform twisting motions.
  • Avoid lateral moves.

Question 6

Question
If the waiting room has a television, you should:
Answer
  • Offer closed captioning to hearing-impaired patients
  • Leave the remote control in the waiting room for patients to select a channel
  • Only show medical education programs or material.
  • Leave the channel on a soap opera station.
  • All of the above

Question 7

Question
The Americans with Disabilities Act is enforced by the:
Answer
  • OSHA
  • Centers for Disease Control
  • US Department of Justice
  • Department of Public Health
  • Federal Disability Comission

Question 8

Question
Specimens that are brought into an office and handed to the receptionist should be:
Answer
  • Left on the counter for clinical staff person to handle
  • Immediately handled , labeled, and sent for processing
  • Placed in a container and put under the desk to be handled later in the day.
  • Handled using standard precautions.
  • All of the above

Question 9

Question
Which caller should be triaged first?
Answer
  • A Physician returning a page
  • A patient who says his arm is bleeding
  • A patient that needs prescription refilled.
  • A caller with questions regarding a bill.
  • A new patient who needs directions to the office.

Question 10

Question
Which of the following patients CAN remain in the waiting room?
Answer
  • A patient with pneumonia who is NOT coughing
  • A patient who is coughing
  • A patient with conjunctivitis
  • A patient with influenza
  • A patient with chicken pox

Question 11

Question
The medical office staff member responsible for answering the phone promptly is:
Answer
  • the receptionist
  • the receptionist and medical assistant
  • all members of the medical staff
  • the office manager
  • everyone but the clinical medical assistant

Question 12

Question
At the beginning of each workday in the medical office , the receptionist is generally responsible for:
Answer
  • engaging the alarm system
  • disengaging the alarm system
  • vacuuming the waiting room
  • singing in all employees as they arrive
  • reporting tardiness to the office manager

Question 13

Question
Which telephone call should be handled first
Answer
  • A patient complaining of chest pain and shortness of breath
  • A physician returning a page
  • A patient concerned about laboratory results
  • The first caller regardless of the reason for the call
  • A patient who needs a prescription refill

Question 14

Question
When examining toys in the pediatric waiting room , Trina Fernandez.RMA, notices a small LEGO building set left behind by a patient. She should:
Answer
  • wash the building set before putting it back in the waiting room
  • leave it in the waiting room and place a sign next to it indicating that is a lost-and-found item
  • remove the item because it could be considered a choking hazard
  • label the toy as property of the medical office
  • ask the physician what to do with the toy

Question 15

Question
Yvonne Johnson ,CMA, is speaking with an irate patient on the telephone . She should:
Answer
  • Calm the patient and offer assurances
  • Listen carefully and take notes
  • Let the patient know she will consult with the physician and call back
  • Keep her temper in check
  • All of the above

Question 16

Question
Which of the following is NOT one of the necessary information items needed for a telephone message?
Answer
  • Caller's age
  • Date of call
  • Name of caller
  • Person whom the message is routed
  • Time of call

Question 17

Question
Tom Parker, RMA, is speaking to a patient who is upset about his prolonged waiting time for an appointment. Which of the following is the most diplomatic response ?
Answer
  • "Would you like to continue waiting or reschedule your bust ?"
  • "It's flu season ;what do you expect "
  • "We will get to you when we get to you."
  • "It's a busy day; please sit down."
  • "You'll have to wait your turn just like everyone else."

Question 18

Question
Janelle Thomas, CMA, is speaking to a patient who is inquiring about her neighbor who was having chest pains , who is also a patient at this medical office. Which of the following is the most diplomatic response?
Answer
  • "Your neighbor's health is none of your business."
  • "He was having some chest pain but is fine now."
  • "He was admitted to the hospital for observation "
  • "It was a false alarm; he did not have a heart attack "
  • "We appreciate your concern, but it is against federal privacy rules to give you "information"

Question 19

Question
Which of the following is an example of routine physical contact?
Answer
  • Handshaking
  • Talking
  • Sharing pencils
  • Using the telephone
  • All of the above

Question 20

Question
Which of the following is NOT one of the five basic guidelines for proper telephone use ?
Answer
  • Good diction
  • Good pronunciation
  • Expression
  • Listening
  • Interrupting

Question 21

Question
According to the Centers for Disease Control and Prevention, fingernails must be:
Answer
  • Less than 2 inches long
  • Less than 1/4 cm long
  • More than 1/4 cm long
  • More than 1/4 inch long
  • Less than 1/4 inch long

Question 22

Question
To be successful, the medical office must be run like a(n)
Answer
  • Government office
  • Inpatient facility
  • Business
  • Daycare
  • Service agency

Question 23

Question
Which of the following is an appropriate receptionist response to a patient who complains of being in pain?
Answer
  • "You have to wait your turn just like everybody else."
  • "Everybody thinks their pain is the worst ."
  • "I will find a room for you to lie down in."
  • "You are being inconsiderate to other patients who were here first"
  • "I don't feel great either, but there's nothing I can do about it."

Question 24

Question
The ADA requires that restroom in public facilities:
Answer
  • Have wheelchair stalls at least 4 feet x 4 feet
  • Have tactile signs
  • Have 28 inch wide doorways
  • Have at least two wheelchairs stalls
  • Have coin operated dispensers

Question 25

Question
Telephone and reception management, appointment management, written communication, health information management, computer use, and medical office management are what kind of duties
Answer
  • Medical
  • Scholastic
  • Comprehensive
  • Administrative
  • Clinical

Question 26

Question
Telephone headsets should be avoided to prevent neck strain
Answer
  • True
  • False

Question 27

Question
Voicemail messages must be retrieved every five minutes
Answer
  • True
  • False

Question 28

Question
Waiting rooms of pediatricians should not have battery operated toys
Answer
  • True
  • False

Question 29

Question
A low-key color scheme is advice for pediatric medical offices
Answer
  • True
  • False

Question 30

Question
Ergonomic workstations may increase productivity and decrease injuries
Answer
  • True
  • False

Question 31

Question
Speakerphone should only be used in private areas of the medical office
Answer
  • True
  • False

Question 32

Question
The ADA requires the telephone companies have telecommunication relay systems available 24 hours today.
Answer
  • True
  • False

Question 33

Question
Excellent customer service is crucial to a successful medical practice
Answer
  • True
  • False

Question 34

Question
Text messaging is always inappropriate in a medical office
Answer
  • True
  • False

Question 35

Question
Dress codes are optional guidelines for what to wear to work
Answer
  • True
  • False

Question 36

Question
Wearing large jewelry is a nice way to personalize the nurse's uniform
Answer
  • True
  • False

Question 37

Question
Artificial fingernails may increase the potential for infection transmissions to you and your patients
Answer
  • True
  • False

Question 38

Question
Wet diapers, vomit, and used tissues are considered [blank_start]biohazard[blank_end] waste.
Answer
  • biohazard

Question 39

Question
Sorting telephone calls into the priority order is also known as [blank_start]triage[blank_end]
Answer
  • triage

Question 40

Question
The most antiseptic technique for preventing the transmission of diseases is [blank_start]handwashing[blank_end]
Answer
  • handwashing

Question 41

Question
[blank_start]Diplomacy[blank_end] is the art of handling people with tact and genuine concern.
Answer
  • Diplomacy

Question 42

Question
A [blank_start]receptionist[blank_end] is a person employed to greet telephone callers,visitors and clients.
Answer
  • receptionist

Question 43

Question
The privacy rules of [blank_start]HIPPA[blank_end] require that you avoid inadvertently revealing electronically shared medical information.
Answer
  • HIPPA

Question 44

Question
[blank_start]Closed-captioning[blank_end] is the translation of the spoken word into a written format.
Answer
  • Closed-captioning

Question 45

Question
[blank_start]Diction[blank_end] refers to how words are spoken and enunciated.
Answer
  • Diction

Question 46

Question
A telephone with an attachment for typing messages is called a [blank_start]teletypewriter (TTY)[blank_end]
Answer
  • teletypewriter (TTY)

Question 47

Question
[blank_start]Text[blank_end] messaging is done with the keypad of a cellular phone and sends a readable message to the recipient
Answer
  • Text

Question 48

Question
A person who is ill is often acutely sensitive to odors , even those normally considered pleasant
Answer
  • True
  • False

Question 49

Question
When taking an emergency call from a patient , the medical assistant should obtain the patient's name, location, and telephone numbers as soon as possible.
Answer
  • True
  • False

Question 50

Question
The ADA requires that ramps longer than 6 feet must have [blank_start]two[blank_end] railings
Answer
  • two

Question 51

Question
Julie Flynn, CMA , is responsible for scheduling patients in the busy cardiology practice where she works. The grid that Julie makes on the schedule to mark off times that the physician is unavailable to see patients in the office is called the
Answer
  • Grid
  • Matrix
  • Modified wave method
  • Triage
  • Referral

Question 52

Question
The key to creating an efficient and workable schedule requires which of the following
Answer
  • Turning off the phones after 4 p.m
  • Asking patients the proper questions when scheduling appointments
  • Keeping the physician informed of the following week's schedule
  • Refusing to schedule patients after 2 p.m
  • Scheduling evening and weekend appointments

Question 53

Question
"Open hours " for scheduling means which of the following?
Answer
  • No appointments are made
  • Patients do not have to wait to see the physician.
  • Patients are seen by appointment only
  • Appointments are made but buffer time is built in
  • The second half ad an hour is left open

Question 54

Question
A medical assistant using the cluster method to schedule patients does which of the following?
Answer
  • Clusters the physician's days off together
  • Completes testing before the patient is seen by the physician
  • Consults with the physician regarding who is seen next
  • Schedules patients with similar problems in the same block of time
  • Clusters all of tests before noon

Question 55

Question
The best way to let patients know the policies and procedures of the office is to:
Answer
  • Have the patient read the policies and procedures manual while waiting
  • Print the policies and procedures on the appointment card
  • Quiz patients after the visit
  • Mail new patients an office brochure
  • Explain the policies during the examination

Question 56

Question
When handling a patient who arrives late for an appointment, the medical assistant should:
Answer
  • Tell the patient that there may be a delay
  • Dismiss the patient from the practice
  • Reschedule the patient for the next day rift before lunch
  • Explain that lateness will not be tolerated
  • Tell the patient to be on time for the next visit

Question 57

Question
Doug Richards, CMA, has to make a referral appointment for a patient . He should be prepared to provide the patient's name , address, and telephone number. In addition, he should provide the:
Answer
  • Date and time of the appointment
  • Physician's home address and phone number
  • Patient's place of birth
  • Reason for the referral
  • All of the above

Question 58

Question
When scheduling visitors such as pharmaceutical representatives, medical assistants should:
Answer
  • Refuse to schedule appointments to preserve patient confidentiality
  • Remind visitors that is illegal for them to be seen without an appointment
  • Disregard the request
  • Charge the visitor for the physician's time
  • Follow the office policy for visitors

Question 59

Question
Scheduling more than one patient in one time slot is also known as:
Answer
  • Risky
  • Triage
  • Double booking
  • Wave scheduling
  • None of the above

Question 60

Question
When scheduling an appointment for a patient, it is important for the medical assistant to:
Answer
  • Speak briefly to the patient and guess about the time required
  • Always allot more time than the patient may need
  • Ask the appropriate questions to decide how much time to allow
  • Check with the physician before scheduling any patient
  • Remind the patient that lateness is not tolerated

Question 61

Question
When reviewing the appointment schedule, Cindy Weinstein , CMA, noticed that two patients had been scheduled for 9 a.m . This type of scheduling is known as :
Answer
  • Triple booking
  • Flexible hours
  • Wave scheduling
  • Double booking
  • Open scheduling

Question 62

Question
In the middle of a very busy day, a mother calls in about scheduling an appointment for a sick child. You should
Answer
  • Work the appointment into the day's schedule
  • Tell her that she will have to call back tomorrow
  • Have her come in after the office has closed
  • Direct her to take the child to the emergency room of the local hospital
  • Tell her that she can come in any time but will have to wait for a beak in the schedule

Question 63

Question
Which scheduling method allows more appointment availability?
Answer
  • Wave hours
  • Open scheduling
  • Double booking
  • Flexible hours
  • Triage scheduling

Question 64

Question
The use of computer scheduling is advantageous because it
Answer
  • Does not require training
  • Saves time
  • Is time consuming
  • Is difficult to learn
  • All of the above

Question 65

Question
Appointment scheduling in the physician's office is often influenced by the :
Answer
  • Physical space and equipment availability
  • Mood of the physician
  • Length of the lunch break preferred by the medical assistant
  • Number of pharmaceutical sales representatives who visit the office
  • All of the above

Question 66

Question
It is best to explain the payment policy of the office
Answer
  • Every time a patient calls for an appointment
  • Only with the patient who seems unlikely to pay
  • Never because it would be considered unprofessional
  • When scheduling new patients
  • Only if the patient asks about the payment policy

Question 67

Question
To schedule several return appointments for the same patient, the medical assistant should:
Answer
  • Ask the patient for a copy of his or her work schedule
  • Avoid scheduling on the same day of the week to avoid "no shows"
  • Try to schedule on the same day of the week at the same time of day
  • Never schedule more than one appointment at a time
  • Talk to the physician first

Question 68

Question
Mr.Alvarez , who is leaving the office, needs an appointment for the next month. One way to remind him about his appointment is to:
Answer
  • Leave him a voice message 1 hour prior to his scheduled appointment time
  • Call his wife of next of kin with the appointment date and time
  • Complete an appointment card for him to take along
  • Send an email reminder to his employer
  • Give him a postcard to mail to himself a week in advance of the appointment

Question 69

Question
Prior to scheduling an appointment, the medical assistant should determine
Answer
  • Why the patient wishes to see the physician
  • How long the patient has had the symptoms
  • Whether the problem is acute or chronic
  • The most convenient time for the patient to come in
  • All of the above

Question 70

Question
Scheduling several patients in the first half hour with the second half of the hour is left open is known as the
Answer
  • Wave method
  • Cluster method
  • Double-booking method
  • Buffer method
  • Matrix method

Question 71

Question
Which of the following is an example of something you would not do during buffer time?
Answer
  • Accommodate walk-ins
  • Return phone calls
  • Review patient records
  • Transcribe reports
  • Read a magazine from the waiting area

Question 72

Question
The length of time assigned for each visit in the fixed scheduling method is determined by:
Answer
  • The patients payment record
  • The patient's insurance provider
  • The reason for the visit
  • The physicians mood
  • How late the office is running that day

Question 73

Question
You are scheduling appointments are using the streaming method. A complete physical takes about:
Answer
  • 30 minutes
  • 15 minutes
  • 10 minutes
  • 1 hour
  • 5 minutes

Question 74

Question
You are scheduling appointments using the streaming method. A dressing change takes about
Answer
  • 30 minutes
  • 15 minutes
  • 10 minutes
  • 1 hour
  • 5 minutes

Question 75

Question
Your scheduling appointments using the streaming method. A blood pressure check takes about
Answer
  • 30 minutes
  • 15 minutes
  • 10 minutes
  • 1 hour
  • 5 minutes

Question 76

Question
A patient who phones into the office complaining of shortness of breath needs to be seen now
Answer
  • True
  • False

Question 77

Question
Manual appointment scheduling systems cannot be used if other Administrative functions in the medical office are computerized
Answer
  • True
  • False

Question 78

Question
To eliminate confusion , there should be only one copy of the schedule, and it should not be duplicated or distributed
Answer
  • True
  • False

Question 79

Question
Email reminder cards Violate HIPPA privacy rules
Answer
  • True
  • False

Question 80

Question
Thanks for scheduling is the most commonly used method in the physicians offices
Answer
  • True
  • False

Question 81

Question
Computerize scheduling requires no training
Answer
  • True
  • False

Question 82

Question
The appointment book Is a legal document
Answer
  • True
  • False

Question 83

Question
You should allow at least two hours each day for buffer time
Answer
  • True
  • False

Question 84

Question
One advantage to clustering maximum use of special equipment
Answer
  • True
  • False

Question 85

Question
Streaming is a scheduling method that helps minimize gaps in time and back ups
Answer
  • True
  • False

Question 86

Question
An advantage of structured appointments is that when a patient of wants more of the physicians times and you have a allowed, you can cut the appointment off at the scheduled time
Answer
  • True
  • False

Question 87

Question
scheduling with the wave method is ideal for small one physician practices
Answer
  • True
  • False

Question 88

Question
The [blank_start]streaming[blank_end] method of appointment scheduling sets appointments based on the needs of the individual patient.
Answer
  • streaming

Question 89

Question
The word [blank_start]STAT[blank_end] in the medical field means that something should be done immediately.
Answer
  • STAT

Question 90

Question
A group of complaints such at lower quadrant pain, nausea and fever is referred to as a [blank_start]constellation[blank_end] of symptoms
Answer
  • constellation

Question 91

Question
A patient with cold symptoms for the past three days should be seen by the physician before a patient with uncontrollable bleeding
Answer
  • True
  • False

Question 92

Question
A [blank_start]consultation[blank_end] is a request for the opinion of a colleague
Answer
  • consultation

Question 93

Question
According to HIPPA privacy rules the use of patient sign in sheets upon arrival is considered a breach of [blank_start]confidentiality[blank_end]
Answer
  • confidentiality

Question 94

Question
The practice of adding extra time to the schedule to accommodate emergencies is also referred to as [blank_start]buffer[blank_end] time
Answer
  • buffer

Question 95

Question
When scheduling, grouping patients with similar problems or need is called [blank_start]clustering[blank_end]
Answer
  • clustering

Question 96

Question
Telephone for insurance eligibility and o recertification inquiries are often printed on the back of the patient's insurance card
Answer
  • True
  • False

Question 97

Question
For the first half hour of each hour with the wave system, clients are seen in the [blank_start]order[blank_end] that they arrive at the office
Answer
  • order

Question 98

Question
One tip for maintaining the flow of the day is to schedule chronically late patients at the [blank_start]end[blank_end] of the day
Answer
  • end

Question 99

Question
Double booking is confirmed the poor practice and should be avoided if at all possible
Answer
  • True
  • False

Question 100

Question
With flexible scheduling, Saturday appointments may be reserved only for patients whose work schedules do not permit weekday appointments
Answer
  • True
  • False
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