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Quiz on Exam test 10-6-17, created by yaquelin vargas on 10/04/2017.

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Exam test 10-6-17

Question 1 of 100

1

Which of these items does not portray a professional image ?

Select one of the following:

  • Chewing gum

  • Fingernails painted bright colors with decals

  • Dangling earrings

  • Multiple bracelets

  • All of the above

Explanation

Question 2 of 100

1

The art of dealing with patients with genuine care and concern is called:

Select one of the following:

  • Self-control

  • People pleasing

  • Empathy

  • Impression

  • Attitude

Explanation

Question 3 of 100

1

Which of the following messages should NOT be sent via electronic mail?

Select one of the following:

  • 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.

Explanation

Question 4 of 100

1

A good ergonomic workstation will help you:

Select one of the following:

  • Be more efficient

  • Decrease work-related injuries

  • Meet OSHA requirements

  • Help prevent musculoskeletal disorders.

  • All of the above .

Explanation

Question 5 of 100

1

To help prevent injuries, you should

Select one of the following:

  • Make multiple trips carrying smaller loads .

  • Bend at the knees .

  • Carry items at chest levels.

  • Perform twisting motions.

  • Avoid lateral moves.

Explanation

Question 6 of 100

1

If the waiting room has a television, you should:

Select one of the following:

  • 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

Explanation

Question 7 of 100

1

The Americans with Disabilities Act is enforced by the:

Select one of the following:

  • OSHA

  • Centers for Disease Control

  • US Department of Justice

  • Department of Public Health

  • Federal Disability Comission

Explanation

Question 8 of 100

1

Specimens that are brought into an office and handed to the receptionist should be:

Select one of the following:

  • 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

Explanation

Question 9 of 100

1

Which caller should be triaged first?

Select one of the following:

  • 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.

Explanation

Question 10 of 100

1

Which of the following patients CAN remain in the waiting room?

Select one of the following:

  • 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

Explanation

Question 11 of 100

1

The medical office staff member responsible for answering the phone promptly is:

Select one of the following:

  • the receptionist

  • the receptionist and medical assistant

  • all members of the medical staff

  • the office manager

  • everyone but the clinical medical assistant

Explanation

Question 12 of 100

1

At the beginning of each workday in the medical office , the receptionist is generally responsible for:

Select one of the following:

  • 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

Explanation

Question 13 of 100

1

Which telephone call should be handled first

Select one of the following:

  • 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

Explanation

Question 14 of 100

1

When examining toys in the pediatric waiting room , Trina Fernandez.RMA, notices a small LEGO building set left behind by a patient. She should:

Select one of the following:

  • 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

Explanation

Question 15 of 100

1

Yvonne Johnson ,CMA, is speaking with an irate patient on the telephone . She should:

Select one of the following:

  • 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

Explanation

Question 16 of 100

1

Which of the following is NOT one of the necessary information items needed for a telephone message?

Select one of the following:

  • Caller's age

  • Date of call

  • Name of caller

  • Person whom the message is routed

  • Time of call

Explanation

Question 17 of 100

1

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 ?

Select one of the following:

  • "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."

Explanation

Question 18 of 100

1

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?

Select one of the following:

  • "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"

Explanation

Question 19 of 100

1

Which of the following is an example of routine physical contact?

Select one of the following:

  • Handshaking

  • Talking

  • Sharing pencils

  • Using the telephone

  • All of the above

Explanation

Question 20 of 100

1

Which of the following is NOT one of the five basic guidelines for proper telephone use ?

Select one of the following:

  • Good diction

  • Good pronunciation

  • Expression

  • Listening

  • Interrupting

Explanation

Question 21 of 100

1

According to the Centers for Disease Control and Prevention, fingernails must be:

Select one of the following:

  • 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

Explanation

Question 22 of 100

1

To be successful, the medical office must be run like a(n)

Select one of the following:

  • Government office

  • Inpatient facility

  • Business

  • Daycare

  • Service agency

Explanation

Question 23 of 100

1

Which of the following is an appropriate receptionist response to a patient who complains of being in pain?

Select one of the following:

  • "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."

Explanation

Question 24 of 100

1

The ADA requires that restroom in public facilities:

Select one of the following:

  • 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

Explanation

Question 25 of 100

1

Telephone and reception management, appointment management, written communication, health information management, computer use, and medical office management are what kind of duties

Select one of the following:

  • Medical

  • Scholastic

  • Comprehensive

  • Administrative

  • Clinical

Explanation

Question 26 of 100

1

Telephone headsets should be avoided to prevent neck strain

Select one of the following:

  • True
  • False

Explanation

Question 27 of 100

1

Voicemail messages must be retrieved every five minutes

Select one of the following:

  • True
  • False

Explanation

Question 28 of 100

1

Waiting rooms of pediatricians should not have battery operated toys

Select one of the following:

  • True
  • False

Explanation

Question 29 of 100

1

A low-key color scheme is advice for pediatric medical offices

Select one of the following:

  • True
  • False

Explanation

Question 30 of 100

1

Ergonomic workstations may increase productivity and decrease injuries

Select one of the following:

  • True
  • False

Explanation

Question 31 of 100

1

Speakerphone should only be used in private areas of the medical office

Select one of the following:

  • True
  • False

Explanation

Question 32 of 100

1

The ADA requires the telephone companies have telecommunication relay systems available 24 hours today.

Select one of the following:

  • True
  • False

Explanation

Question 33 of 100

1

Excellent customer service is crucial to a successful medical practice

Select one of the following:

  • True
  • False

Explanation

Question 34 of 100

1

Text messaging is always inappropriate in a medical office

Select one of the following:

  • True
  • False

Explanation

Question 35 of 100

1

Dress codes are optional guidelines for what to wear to work

Select one of the following:

  • True
  • False

Explanation

Question 36 of 100

1

Wearing large jewelry is a nice way to personalize the nurse's uniform

Select one of the following:

  • True
  • False

Explanation

Question 37 of 100

1

Artificial fingernails may increase the potential for infection transmissions to you and your patients

Select one of the following:

  • True
  • False

Explanation

Question 38 of 100

1

Fill the blank space to complete the text.

Wet diapers, vomit, and used tissues are considered waste.

Explanation

Question 39 of 100

1

Fill the blank space to complete the text.

Sorting telephone calls into the priority order is also known as

Explanation

Question 40 of 100

1

Fill the blank space to complete the text.

The most antiseptic technique for preventing the transmission of diseases is

Explanation

Question 41 of 100

1

Fill the blank space to complete the text.

is the art of handling people with tact and genuine concern.

Explanation

Question 42 of 100

1

Fill the blank space to complete the text.

A is a person employed to greet telephone callers,visitors and clients.

Explanation

Question 43 of 100

1

Fill the blank space to complete the text.

The privacy rules of require that you avoid inadvertently revealing electronically shared medical information.

Explanation

Question 44 of 100

1

Fill the blank space to complete the text.

is the translation of the spoken word into a written format.

Explanation

Question 45 of 100

1

Fill the blank space to complete the text.

refers to how words are spoken and enunciated.

Explanation

Question 46 of 100

1

Fill the blank space to complete the text.

A telephone with an attachment for typing messages is called a

Explanation

Question 47 of 100

1

Fill the blank space to complete the text.

messaging is done with the keypad of a cellular phone and sends a readable message to the recipient

Explanation

Question 48 of 100

1

A person who is ill is often acutely sensitive to odors , even those normally considered pleasant

Select one of the following:

  • True
  • False

Explanation

Question 49 of 100

1

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.

Select one of the following:

  • True
  • False

Explanation

Question 50 of 100

1

Fill the blank space to complete the text.

The ADA requires that ramps longer than 6 feet must have railings

Explanation

Question 51 of 100

1

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

Select one of the following:

  • Grid

  • Matrix

  • Modified wave method

  • Triage

  • Referral

Explanation

Question 52 of 100

1

The key to creating an efficient and workable schedule requires which of the following

Select one of the following:

  • 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

Explanation

Question 53 of 100

1

"Open hours " for scheduling means which of the following?

Select one of the following:

  • 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

Explanation

Question 54 of 100

1

A medical assistant using the cluster method to schedule patients does which of the following?

Select one of the following:

  • 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

Explanation

Question 55 of 100

1

The best way to let patients know the policies and procedures of the office is to:

Select one of the following:

  • 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

Explanation

Question 56 of 100

1

When handling a patient who arrives late for an appointment, the medical assistant should:

Select one of the following:

  • 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

Explanation

Question 57 of 100

1

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:

Select one of the following:

  • 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

Explanation

Question 58 of 100

1

When scheduling visitors such as pharmaceutical representatives, medical assistants should:

Select one of the following:

  • 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

Explanation

Question 59 of 100

1

Scheduling more than one patient in one time slot is also known as:

Select one of the following:

  • Risky

  • Triage

  • Double booking

  • Wave scheduling

  • None of the above

Explanation

Question 60 of 100

1

When scheduling an appointment for a patient, it is important for the medical assistant to:

Select one of the following:

  • 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

Explanation

Question 61 of 100

1

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 :

Select one of the following:

  • Triple booking

  • Flexible hours

  • Wave scheduling

  • Double booking

  • Open scheduling

Explanation

Question 62 of 100

1

In the middle of a very busy day, a mother calls in about scheduling an appointment for a sick child. You should

Select one of the following:

  • 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

Explanation

Question 63 of 100

1

Which scheduling method allows more appointment availability?

Select one of the following:

  • Wave hours

  • Open scheduling

  • Double booking

  • Flexible hours

  • Triage scheduling

Explanation

Question 64 of 100

1

The use of computer scheduling is advantageous because it

Select one of the following:

  • Does not require training

  • Saves time

  • Is time consuming

  • Is difficult to learn

  • All of the above

Explanation

Question 65 of 100

1

Appointment scheduling in the physician's office is often influenced by the :

Select one of the following:

  • 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

Explanation

Question 66 of 100

1

It is best to explain the payment policy of the office

Select one of the following:

  • 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

Explanation

Question 67 of 100

1

To schedule several return appointments for the same patient, the medical assistant should:

Select one of the following:

  • 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

Explanation

Question 68 of 100

1

Mr.Alvarez , who is leaving the office, needs an appointment for the next month. One way to remind him about his appointment is to:

Select one of the following:

  • 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

Explanation

Question 69 of 100

1

Prior to scheduling an appointment, the medical assistant should determine

Select one of the following:

  • 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

Explanation

Question 70 of 100

1

Scheduling several patients in the first half hour with the second half of the hour is left open is known as the

Select one of the following:

  • Wave method

  • Cluster method

  • Double-booking method

  • Buffer method

  • Matrix method

Explanation

Question 71 of 100

1

Which of the following is an example of something you would not do during buffer time?

Select one of the following:

  • Accommodate walk-ins

  • Return phone calls

  • Review patient records

  • Transcribe reports

  • Read a magazine from the waiting area

Explanation

Question 72 of 100

1

The length of time assigned for each visit in the fixed scheduling method is determined by:

Select one of the following:

  • 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

Explanation

Question 73 of 100

1

You are scheduling appointments are using the streaming method. A complete physical takes about:

Select one of the following:

  • 30 minutes

  • 15 minutes

  • 10 minutes

  • 1 hour

  • 5 minutes

Explanation

Question 74 of 100

1

You are scheduling appointments using the streaming method. A dressing change takes about

Select one of the following:

  • 30 minutes

  • 15 minutes

  • 10 minutes

  • 1 hour

  • 5 minutes

Explanation

Question 75 of 100

1

Your scheduling appointments using the streaming method. A blood pressure check takes about

Select one of the following:

  • 30 minutes

  • 15 minutes

  • 10 minutes

  • 1 hour

  • 5 minutes

Explanation

Question 76 of 100

1

A patient who phones into the office complaining of shortness of breath needs to be seen now

Select one of the following:

  • True
  • False

Explanation

Question 77 of 100

1

Manual appointment scheduling systems cannot be used if other Administrative functions in the medical office are computerized

Select one of the following:

  • True
  • False

Explanation

Question 78 of 100

1

To eliminate confusion , there should be only one copy of the schedule, and it should not be duplicated or distributed

Select one of the following:

  • True
  • False

Explanation

Question 79 of 100

1

Email reminder cards Violate HIPPA privacy rules

Select one of the following:

  • True
  • False

Explanation

Question 80 of 100

1

Thanks for scheduling is the most commonly used method in the physicians offices

Select one of the following:

  • True
  • False

Explanation

Question 81 of 100

1

Computerize scheduling requires no training

Select one of the following:

  • True
  • False

Explanation

Question 82 of 100

1

The appointment book Is a legal document

Select one of the following:

  • True
  • False

Explanation

Question 83 of 100

1

You should allow at least two hours each day for buffer time

Select one of the following:

  • True
  • False

Explanation

Question 84 of 100

1

One advantage to clustering maximum use of special equipment

Select one of the following:

  • True
  • False

Explanation

Question 85 of 100

1

Streaming is a scheduling method that helps minimize gaps in time and back ups

Select one of the following:

  • True
  • False

Explanation

Question 86 of 100

1

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

Select one of the following:

  • True
  • False

Explanation

Question 87 of 100

1

scheduling with the wave method is ideal for small one physician practices

Select one of the following:

  • True
  • False

Explanation

Question 88 of 100

1

Fill the blank space to complete the text.

The method of appointment scheduling sets appointments based on the needs of the individual patient.

Explanation

Question 89 of 100

1

Fill the blank space to complete the text.

The word in the medical field means that something should be done immediately.

Explanation

Question 90 of 100

1

Fill the blank space to complete the text.

A group of complaints such at lower quadrant pain, nausea and fever is referred to as a of symptoms

Explanation

Question 91 of 100

1

A patient with cold symptoms for the past three days should be seen by the physician before a patient with uncontrollable bleeding

Select one of the following:

  • True
  • False

Explanation

Question 92 of 100

1

Fill the blank space to complete the text.

A is a request for the opinion of a colleague

Explanation

Question 93 of 100

1

Fill the blank space to complete the text.

According to HIPPA privacy rules the use of patient sign in sheets upon arrival is considered a breach of

Explanation

Question 94 of 100

1

Fill the blank space to complete the text.

The practice of adding extra time to the schedule to accommodate emergencies is also referred to as time

Explanation

Question 95 of 100

1

Fill the blank space to complete the text.

When scheduling, grouping patients with similar problems or need is called

Explanation

Question 96 of 100

1

Telephone for insurance eligibility and o recertification inquiries are often printed on the back of the patient's insurance card

Select one of the following:

  • True
  • False

Explanation

Question 97 of 100

1

Fill the blank space to complete the text.

For the first half hour of each hour with the wave system, clients are seen in the that they arrive at the office

Explanation

Question 98 of 100

1

Fill the blank space to complete the text.

One tip for maintaining the flow of the day is to schedule chronically late patients at the of the day

Explanation

Question 99 of 100

1

Double booking is confirmed the poor practice and should be avoided if at all possible

Select one of the following:

  • True
  • False

Explanation

Question 100 of 100

1

With flexible scheduling, Saturday appointments may be reserved only for patients whose work schedules do not permit weekday appointments

Select one of the following:

  • True
  • False

Explanation

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