Medical Office Management I H01V

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Question 1 (2.5 points)

When a patient calls for an appointment, which question should you avoid asking?

Question 1 options:

a)

Can you spell your name?

b)

What is your birthdate?

c)

When would you like to come in?

d)

What is the purpose for the appointment?

Question 2 (2.5 points)

What is an example of capital equipment found in the medical office?

Question 2 options:

a)

Ink cartridges

b)

Computer

c)

Paper

d)

Syringes

Question 3 (2.5 points)

Insurance companies compensate _______ at a higher level.

Question 3 options:

a)

established patients

b)

new patients

c)

referrals

d)

patients with preexisting conditions

Question 4 (2.5 points)

Which one of the following choices is also known as a superbill?

Question 4 options:

a)

Queue

b)

Encounter form

c)

Assignment of benefits

d)

Copayments

Question 5 (2.5 points)

Which one of the following choices is a duty of a patient receptionist?

Question 5 options:

a)

Choosing a new computer system for the office

b)

Updating HIPAA guidelines

c)

Refusing service to a patient

d)

Taking care of an argument between patients in the waiting area

Question 6 (2.5 points)

A disorganized reception area may convey to patients that

Question 6 options:

a)

there’s a high level of efficiency.

b)

the doctor is out of the office.

c)

there’s no computerized data system.

d)

an office doesn’t know how to handle patient information.

Question 7 (2.5 points)

Which one of the following choices is an example of an acute condition?

Question 7 options:

a)

Earache

b)

Convulsions

c)

Plantar warts

d)

Fracture

Question 8 (2.5 points)

Many medical offices change _______ every 60 to 90 days for security purposes.

Question 8 options:

a)

tablets

b)

software

c)

passwords

d)

office staff members

Question 9 (2.5 points)

Which one of the following items should not be listed on a patient’s sign-in sheet?

Question 9 options:

a)

Patient’s name

b)

Reason for visit

c)

Physician’s name

d)

Arrival time

Question 10 (2.5 points)

You
notice that the entire staff seems to be overwhelmed during peak hours
almost every workday. Which scheduling method might be the cause of
this?

Question 10 options:

a)

Modified wave scheduling

b)

Open office hours

c)

Grouping procedures

d)

Double-booking

Question 11 (2.5 points)

If you’ve been seen by a physician in the last three years, you’ll be categorized as a/an _______ patient.

Question 11 options:

a)

established

b)

new

c)

triage

d)

recurring

Question 12 (2.5 points)

When arranging the waiting area, how wide should the open space be for wheelchairs?

Question 12 options:

a)

29-30 inches

b)

31-35 inches

c)

36-44 inches

d)

More than 45 inches

Question 13 (2.5 points)

Patient
Smith is seen by the doctor today. The patient’s next appointment is
scheduled for four weeks from today. This process is known as

Question 13 options:

a)

wave scheduling.

b)

follow-up consulting.

c)

buffer timing.

d)

advanced booking.

Question 14 (2.5 points)

The length of time the average patient spends in a medical office is known as

Question 14 options:

a)

specified schedule time.

b)

cycle time.

c)

double booking.

d)

modified wave scheduling.

Question 15 (2.5 points)

Being organized and efficient is the first step in

Question 15 options:

a)

insurance processing.

b)

scheduling patients.

c)

making a checklist.

d)

entering patient information.

Question 16 (2.5 points)

The
drawback to _______ scheduling is that some patients may not provide
enough information about their medical problems at the time the
appointment is scheduled.

Question 16 options:

a)

open-hours system

b)

double-booking

c)

procedure grouping

d)

specified time

Question 17 (2.5 points)

Seating that provides good support and can be easily _______ is most suitable for the patient reception area.

Question 17 options:

a)

replaced

b)

removed

c)

discarded

d)

cleaned

Question 18 (2.5 points)

Which one of the following choices could be a violation of HIPAA?

Question 18 options:

a)

The receptionist scheduled an appointment for one patient on the telephone while another patient waited at the front desk.

b)

The receptionist asked the patient to check that her address information is correct.

c)

The office manager took a business call on her mobile phone on the way to work.

d)

The receptionist and office manager privately discussing a patient’s condition at lunch in a restaurant.

Question 19 (2.5 points)

Allowing time in a schedule for emergency appointments is called creating

Question 19 options:

a)

time patterns.

b)

advanced booking.

c)

tickler files.

d)

triage.

Question 20 (2.5 points)

Which one of the following choices could be considered a violation of HIPAA?

Question 20 options:

a)

Using a sign-in sheet in the waiting room

b)

Forgetting to make a copy of the patient’s insurance card

c)

Discussing patient name and address information loudly in front of other patients

d)

Placing an appointment list on the top of a stack of patient records

Question 21 (2.5 points)

Which one of the following choices could create a communication barrier when speaking with patients?

Question 21 options:

a)

Asking them questions to better understand their situation

b)

Using medical terminology and abbreviations

c)

Making direct eye contact

d)

Moving out of the patient’s personal space

Question 22 (2.5 points)

_______ is the willingness or ability to understand what a patient is feeling because you have experienced the same feelings.

Question 22 options:

a)

Nonverbal communication

b)

Verbal communication

c)

Empathy

d)

Sympathy

Question 23 (2.5 points)

A
medical assistant asks a patient, “Would you say the pain is low,
moderate, or severe?” This is an example of what type of question?

Question 23 options:

a)

Close-ended

b)

Open-ended

c)

Probing

d)

Leading

Question 24 (2.5 points)

Which
one of the following choices was created by the CDC to ensure the
safety of healthcare workers no matter what type of healthcare facility
they work in?

Question 24 options:

a)

Universal precautions

b)

RACE

c)

GCFI

d)

Material Safety Data Sheets

Question 25 (2.5 points)

Where is the physician office required to keep the MSDS?

Question 25 options:

a)

In a locked filing cabinet

b)

In the computer system

c)

In the HAZCOM binder

d)

With HIPAA

Question 26 (2.5 points)

Which one of the following incidents must be reported to the police?

Question 26 options:

a)

A prescription pad is discovered missing.

b)

A patient slips and falls on the wet floor.

c)

A patient overhears a confidential discussion about another patient.

d)

A medical assistant receives a needlestick.

Question 27 (2.5 points)

A
physician writes a prescription, and then the medical assistant calls
the prescription into the local pharmacy. The prescription represents
which part of the communication process?

Question 27 options:

a)

Source

b)

Message

c)

Channel

d)

Receiver

Question 28 (2.5 points)

A
physician writes a prescription, and then the medical assistant calls
the prescription in to the local pharmacy. Calling in the prescription
represents which part of the communication process?

Question 28 options:

a)

Source

b)

Message

c)

Channel

d)

Receiver

Question 29 (2.5 points)

If a sheet of paper from the notepad you use to take proper messages has patient information on it, it must be

Question 29 options:

a)

shredded.

b)

thrown away.

c)

erased.

d)

given to the patient.

Question 30 (2.5 points)

When should a medical assistant wear a face shield?

Question 30 options:

a)

Routinely as part of PPE

b)

Whenever possible spray with infectious materials is anticipated

c)

If gross contamination of clothing during a procedure is expected

d)

If contact with an open wound is expected

Question 31 (2.5 points)

You
notice that Mrs. Jones always plays with her phone case while the
doctor summarizes her treatment. The patient may have which type of
learning style?

Question 31 options:

a)

Auditory

b)

Visual

c)

Kinesthetic

d)

Mixed

Question 32 (2.5 points)

Which one of the following choices is a sign of a good listener?

Question 32 options:

a)

Typing notes while the speaker is talking

b)

Judging what the person says to provide an immediate response

c)

Crossing your arms and sighing

d)

Asking questions to clarify something the speaker said

Question 33 (2.5 points)

If an employee refuses the hepatitis B vaccine, he or she

Question 33 options:

a)

must sign a waiver.

b)

must be informed that the vaccine can’t be refused.

c)

must have a note from the doctor.

d)

can’t work as an employee.

Question 34 (2.5 points)

To determine in which order multiple calls should be handled, medical office assistants should

Question 34 options:

a)

perform telephone triage.

b)

review policies and procedures.

c)

follow the script.

d)

ask the physician.

Question 35 (2.5 points)

The
office manager quit after she was exposed to possibly contaminated
blood. According to OSHA, the physician must keep the former employee’s
record proving that she reviewed the exposure control plan and
information about the exposure for how long?

Question 35 options:

a)

3 months

b)

3 years

c)

13 years

d)

30 years

Question 36 (2.5 points)

When
making reminder calls and doing callbacks, if the person who answers
the phone is not the patient and asks you why you are calling, you
should

Question 36 options:

a)

explain the details of the patient’s condition and follow-up care.

b)

require the person to provide identifying information about the patient.

c)

explain that the reason for your call is none of the person’s business.

d)

explain that confidentiality laws prevent you from revealing that information to anyone other than the patient.

Question 37 (2.5 points)

A person’s values, attitudes, and behaviors is known as the person’s

Question 37 options:

a)

character.

b)

attitude.

c)

prejudice.

d)

behavior.

Question 38 (2.5 points)

Which one of the following choices is one of the most important ways to help keep an office running smoothly?

Question 38 options:

a)

Screen telephone calls properly.

b)

Use the caller ID function.

c)

Perform callbacks regularly.

d)

User a speakerphone for easier multitasking.

Question 39 (2.5 points)

When should new medical assistants be trained on office emergency policies and procedures?

Question 39 options:

a)

Before hiring them

b)

On the first day

c)

Within the first month

d)

Varies depending on the state

Question 40 (2.5 points)

Clearly articulating your words on the telephone refers to

Question 40 options:

a)

clarity.

b)

enunciation.

c)

pitch.

d)

inflection.
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