10702389
Descripción
Test por yaquelin vargas , actualizado hace más de 1 año
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Creado por yaquelin vargas
hace más de 6 años
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Pregunta 1
Pregunta
Which of these items does not portray a professional image ?
Respuesta
-
Chewing gum
-
Fingernails painted bright colors with decals
-
Dangling earrings
-
Multiple bracelets
-
All of the above
Pregunta 2
Pregunta
The art of dealing with patients with genuine care and concern is called:
Respuesta
-
Self-control
-
People pleasing
-
Empathy
-
Impression
-
Attitude
Pregunta 3
Pregunta
Which of the following messages should NOT be sent via electronic mail?
Respuesta
-
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.
Pregunta 4
Pregunta
A good ergonomic workstation will help you:
Respuesta
-
Be more efficient
-
Decrease work-related injuries
-
Meet OSHA requirements
-
Help prevent musculoskeletal disorders.
-
All of the above .
Pregunta 5
Pregunta
To help prevent injuries, you should
Respuesta
-
Make multiple trips carrying smaller loads .
-
Bend at the knees .
-
Carry items at chest levels.
-
Perform twisting motions.
-
Avoid lateral moves.
Pregunta 6
Pregunta
If the waiting room has a television, you should:
Respuesta
-
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
Pregunta 7
Pregunta
The Americans with Disabilities Act is enforced by the:
Respuesta
-
OSHA
-
Centers for Disease Control
-
US Department of Justice
-
Department of Public Health
-
Federal Disability Comission
Pregunta 8
Pregunta
Specimens that are brought into an office and handed to the receptionist should be:
Respuesta
-
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
Pregunta 9
Pregunta
Which caller should be triaged first?
Respuesta
-
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.
Pregunta 10
Pregunta
Which of the following patients CAN remain in the waiting room?
Respuesta
-
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
Pregunta 11
Pregunta
The medical office staff member responsible for answering the phone promptly is:
Respuesta
-
the receptionist
-
the receptionist and medical assistant
-
all members of the medical staff
-
the office manager
-
everyone but the clinical medical assistant
Pregunta 12
Pregunta
At the beginning of each workday in the medical office , the receptionist is generally responsible for:
Respuesta
-
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
Pregunta 13
Pregunta
Which telephone call should be handled first
Respuesta
-
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
Pregunta 14
Pregunta
When examining toys in the pediatric waiting room , Trina Fernandez.RMA, notices a small LEGO building set left behind by a patient. She should:
Respuesta
-
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
Pregunta 15
Pregunta
Yvonne Johnson ,CMA, is speaking with an irate patient on the telephone . She should:
Respuesta
-
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
Pregunta 16
Pregunta
Which of the following is NOT one of the necessary information items needed for a telephone message?
Respuesta
-
Caller's age
-
Date of call
-
Name of caller
-
Person whom the message is routed
-
Time of call
Pregunta 17
Pregunta
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 ?
Respuesta
-
"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."
Pregunta 18
Pregunta
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?
Respuesta
-
"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"
Pregunta 19
Pregunta
Which of the following is an example of routine physical contact?
Respuesta
-
Handshaking
-
Talking
-
Sharing pencils
-
Using the telephone
-
All of the above
Pregunta 20
Pregunta
Which of the following is NOT one of the five basic guidelines for proper telephone use ?
Respuesta
-
Good diction
-
Good pronunciation
-
Expression
-
Listening
-
Interrupting
Pregunta 21
Pregunta
According to the Centers for Disease Control and Prevention, fingernails must be:
Respuesta
-
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
Pregunta 22
Pregunta
To be successful, the medical office must be run like a(n)
Respuesta
-
Government office
-
Inpatient facility
-
Business
-
Daycare
-
Service agency
Pregunta 23
Pregunta
Which of the following is an appropriate receptionist response to a patient who complains of being in pain?
Respuesta
-
"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."
Pregunta 24
Pregunta
The ADA requires that restroom in public facilities:
Respuesta
-
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
Pregunta 25
Pregunta
Telephone and reception management, appointment management, written communication, health information management, computer use, and medical office management are what kind of duties
Respuesta
-
Medical
-
Scholastic
-
Comprehensive
-
Administrative
-
Clinical
Pregunta 26
Pregunta
Telephone headsets should be avoided to prevent neck strain
Respuesta
- True
- False
Pregunta 27
Pregunta
Voicemail messages must be retrieved every five minutes
Respuesta
- True
- False
Pregunta 28
Pregunta
Waiting rooms of pediatricians should not have battery operated toys
Respuesta
- True
- False
Pregunta 29
Pregunta
A low-key color scheme is advice for pediatric medical offices
Respuesta
- True
- False
Pregunta 30
Pregunta
Ergonomic workstations may increase productivity and decrease injuries
Respuesta
- True
- False
Pregunta 31
Pregunta
Speakerphone should only be used in private areas of the medical office
Respuesta
- True
- False
Pregunta 32
Pregunta
The ADA requires the telephone companies have telecommunication relay systems available 24 hours today.
Respuesta
- True
- False
Pregunta 33
Pregunta
Excellent customer service is crucial to a successful medical practice
Respuesta
- True
- False
Pregunta 34
Pregunta
Text messaging is always inappropriate in a medical office
Respuesta
- True
- False
Pregunta 35
Pregunta
Dress codes are optional guidelines for what to wear to work
Respuesta
- True
- False
Pregunta 36
Pregunta
Wearing large jewelry is a nice way to personalize the nurse's uniform
Respuesta
- True
- False
Pregunta 37
Pregunta
Artificial fingernails may increase the potential for infection transmissions to you and your patients
Respuesta
- True
- False
Pregunta 38
Pregunta
Wet diapers, vomit, and used tissues are considered [blank_start]biohazard[blank_end] waste.
Respuesta
-
biohazard
Pregunta 39
Pregunta
Sorting telephone calls into the priority order is also known as [blank_start]triage[blank_end]
Respuesta
-
triage
Pregunta 40
Pregunta
The most antiseptic technique for preventing the transmission of diseases is [blank_start]handwashing[blank_end]
Respuesta
-
handwashing
Pregunta 41
Pregunta
[blank_start]Diplomacy[blank_end] is the art of handling people with tact and genuine concern.
Respuesta
-
Diplomacy
Pregunta 42
Pregunta
A [blank_start]receptionist[blank_end] is a person employed to greet telephone callers,visitors and clients.
Respuesta
-
receptionist
Pregunta 43
Pregunta
The privacy rules of [blank_start]HIPPA[blank_end] require that you avoid inadvertently revealing electronically shared medical information.
Respuesta
-
HIPPA
Pregunta 44
Pregunta
[blank_start]Closed-captioning[blank_end] is the translation of the spoken word into a written format.
Respuesta
-
Closed-captioning
Pregunta 45
Pregunta
[blank_start]Diction[blank_end] refers to how words are spoken and enunciated.
Respuesta
-
Diction
Pregunta 46
Pregunta
A telephone with an attachment for typing messages is called a [blank_start]teletypewriter (TTY)[blank_end]
Respuesta
-
teletypewriter (TTY)
Pregunta 47
Pregunta
[blank_start]Text[blank_end] messaging is done with the keypad of a cellular phone and sends a readable message to the recipient
Respuesta
-
Text
Pregunta 48
Pregunta
A person who is ill is often acutely sensitive to odors , even those normally considered pleasant
Respuesta
- True
- False
Pregunta 49
Pregunta
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.
Respuesta
- True
- False
Pregunta 50
Pregunta
The ADA requires that ramps longer than 6 feet must have [blank_start]two[blank_end] railings
Respuesta
-
two
Pregunta 51
Pregunta
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
Respuesta
-
Grid
-
Matrix
-
Modified wave method
-
Triage
-
Referral
Pregunta 52
Pregunta
The key to creating an efficient and workable schedule requires which of the following
Respuesta
-
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
Pregunta 53
Pregunta
"Open hours " for scheduling means which of the following?
Respuesta
-
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
Pregunta 54
Pregunta
A medical assistant using the cluster method to schedule patients does which of the following?
Respuesta
-
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
Pregunta 55
Pregunta
The best way to let patients know the policies and procedures of the office is to:
Respuesta
-
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
Pregunta 56
Pregunta
When handling a patient who arrives late for an appointment, the medical assistant should:
Respuesta
-
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
Pregunta 57
Pregunta
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:
Respuesta
-
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
Pregunta 58
Pregunta
When scheduling visitors such as pharmaceutical representatives, medical assistants should:
Respuesta
-
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
Pregunta 59
Pregunta
Scheduling more than one patient in one time slot is also known as:
Respuesta
-
Risky
-
Triage
-
Double booking
-
Wave scheduling
-
None of the above
Pregunta 60
Pregunta
When scheduling an appointment for a patient, it is important for the medical assistant to:
Respuesta
-
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
Pregunta 61
Pregunta
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 :
Respuesta
-
Triple booking
-
Flexible hours
-
Wave scheduling
-
Double booking
-
Open scheduling
Pregunta 62
Pregunta
In the middle of a very busy day, a mother calls in about scheduling an appointment for a sick child. You should
Respuesta
-
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
Pregunta 63
Pregunta
Which scheduling method allows more appointment availability?
Respuesta
-
Wave hours
-
Open scheduling
-
Double booking
-
Flexible hours
-
Triage scheduling
Pregunta 64
Pregunta
The use of computer scheduling is advantageous because it
Respuesta
-
Does not require training
-
Saves time
-
Is time consuming
-
Is difficult to learn
-
All of the above
Pregunta 65
Pregunta
Appointment scheduling in the physician's office is often influenced by the :
Respuesta
-
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
Pregunta 66
Pregunta
It is best to explain the payment policy of the office
Respuesta
-
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
Pregunta 67
Pregunta
To schedule several return appointments for the same patient, the medical assistant should:
Respuesta
-
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
Pregunta 68
Pregunta
Mr.Alvarez , who is leaving the office, needs an appointment for the next month. One way to remind him about his appointment is to:
Respuesta
-
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
Pregunta 69
Pregunta
Prior to scheduling an appointment, the medical assistant should determine
Respuesta
-
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
Pregunta 70
Pregunta
Scheduling several patients in the first half hour with the second half of the hour is left open is known as the
Respuesta
-
Wave method
-
Cluster method
-
Double-booking method
-
Buffer method
-
Matrix method
Pregunta 71
Pregunta
Which of the following is an example of something you would not do during buffer time?
Respuesta
-
Accommodate walk-ins
-
Return phone calls
-
Review patient records
-
Transcribe reports
-
Read a magazine from the waiting area
Pregunta 72
Pregunta
The length of time assigned for each visit in the fixed scheduling method is determined by:
Respuesta
-
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
Pregunta 73
Pregunta
You are scheduling appointments are using the streaming method. A complete physical takes about:
Respuesta
-
30 minutes
-
15 minutes
-
10 minutes
-
1 hour
-
5 minutes
Pregunta 74
Pregunta
You are scheduling appointments using the streaming method. A dressing change takes about
Respuesta
-
30 minutes
-
15 minutes
-
10 minutes
-
1 hour
-
5 minutes
Pregunta 75
Pregunta
Your scheduling appointments using the streaming method. A blood pressure check takes about
Respuesta
-
30 minutes
-
15 minutes
-
10 minutes
-
1 hour
-
5 minutes
Pregunta 76
Pregunta
A patient who phones into the office complaining of shortness of breath needs to be seen now
Respuesta
- True
- False
Pregunta 77
Pregunta
Manual appointment scheduling systems cannot be used if other Administrative functions in the medical office are computerized
Respuesta
- True
- False
Pregunta 78
Pregunta
To eliminate confusion , there should be only one copy of the schedule, and it should not be duplicated or distributed
Respuesta
- True
- False
Pregunta 79
Pregunta
Email reminder cards Violate HIPPA privacy rules
Respuesta
- True
- False
Pregunta 80
Pregunta
Thanks for scheduling is the most commonly used method in the physicians offices
Respuesta
- True
- False
Pregunta 81
Pregunta
Computerize scheduling requires no training
Respuesta
- True
- False
Pregunta 82
Pregunta
The appointment book Is a legal document
Respuesta
- True
- False
Pregunta 83
Pregunta
You should allow at least two hours each day for buffer time
Respuesta
- True
- False
Pregunta 84
Pregunta
One advantage to clustering maximum use of special equipment
Respuesta
- True
- False
Pregunta 85
Pregunta
Streaming is a scheduling method that helps minimize gaps in time and back ups
Respuesta
- True
- False
Pregunta 86
Pregunta
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
Respuesta
- True
- False
Pregunta 87
Pregunta
scheduling with the wave method is ideal for small one physician practices
Respuesta
- True
- False
Pregunta 88
Pregunta
The [blank_start]streaming[blank_end] method of appointment scheduling sets appointments based on the needs of the individual patient.
Respuesta
-
streaming
Pregunta 89
Pregunta
The word [blank_start]STAT[blank_end] in the medical field means that something should be done immediately.
Respuesta
-
STAT
Pregunta 90
Pregunta
A group of complaints such at lower quadrant pain, nausea and fever is referred to as a [blank_start]constellation[blank_end] of symptoms
Respuesta
-
constellation
Pregunta 91
Pregunta
A patient with cold symptoms for the past three days should be seen by the physician before a patient with uncontrollable bleeding
Respuesta
- True
- False
Pregunta 92
Pregunta
A [blank_start]consultation[blank_end] is a request for the opinion of a colleague
Respuesta
-
consultation
Pregunta 93
Pregunta
According to HIPPA privacy rules the use of patient sign in sheets upon arrival is considered a breach of [blank_start]confidentiality[blank_end]
Respuesta
-
confidentiality
Pregunta 94
Pregunta
The practice of adding extra time to the schedule to accommodate emergencies is also referred to as [blank_start]buffer[blank_end] time
Respuesta
-
buffer
Pregunta 95
Pregunta
When scheduling, grouping patients with similar problems or need is called [blank_start]clustering[blank_end]
Respuesta
-
clustering
Pregunta 96
Pregunta
Telephone for insurance eligibility and o recertification inquiries are often printed on the back of the patient's insurance card
Respuesta
- True
- False
Pregunta 97
Pregunta
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
Respuesta
-
order
Pregunta 98
Pregunta
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
Respuesta
-
end
Pregunta 99
Pregunta
Double booking is confirmed the poor practice and should be avoided if at all possible
Respuesta
- True
- False
Pregunta 100
Pregunta
With flexible scheduling, Saturday appointments may be reserved only for patients whose work schedules do not permit weekday appointments
Respuesta
- True
- False
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