What r the uses of hand gestures, facial expressions and turning 1's head all examples of? Show A-verbal communication Whic aspect of our communication is most likely 2 convey our true feelings and beliefs? A-nonverbal communication A-nonverbal communication The type of listening when the MA remains "in the moment" and focuses fully on the patient's message is called? A-open listening What is an internal factor that can interfere w/communication? A-pain Which of the following is an important part of active listening 4 a MA? A-planning
what 2 say next while the patient is talking C-focusing all the attention on the patient How can the MA facilitate communication non-verbally? A-avoid eye contact B-be aware of his/her own and the patient's body language In the United States, the typical personal distance or comfort zone 4 conversation w/others is? A-3-4 feet When interviewing the patient, when should the MA use closed questions? A-when expecting a long explanation from the patient D-when looking 4 a 1 word or short answer Which of the following is an example of a closed question? A-"What is the reason 4 your visit 2day?" During the interview , the MA questions the patient as follows: "Describe your pain 4 me. What has been going on w/u since u What r these examples of? A-closed questions How is the patient likely 2 react if the MA asks, "Y rn't u following your diet?" A-become defensive If a patient's vision can't b corrected to 20/200 in the better eye, what is it called? A-legal blindness What measure may improve communication if the patient has an impaired level of understanding? A-speaking slowly How should a MA help a sight-impaired patient? A-automatically take the
person's arm 2 guide him/her B-describe the environment clearly in words Which is the most common type of limitation in the clinic 4 hearing impaired patients? A-total deafness B-a patient that uses sign language If a patient is not comfortable w/english, what should the MA avoid? A-speaking directly 2 the patient instead of the translater D-using the patient's child as a translator U were trying 2 educate Mr.Wilson about an upcoming procedure and post-surgical care. Unfortunately, because he skipped lunch that day and his blood sugar was low he wasn't able 2 learn the information that would 2 decrease his anxiety about the procedure. Mr.Wilson is demonstrating an example of: A-impaired hearing B-Maslow's hierarchy of needs On the 4th level of Maslow's hierarchy of needs r the needs 4 esteem and recognition. What do these include? A-self-esteem Which of the following is NOT a common reaction 2 illness? A-anger When a patient must cope w/serious illness, offering choices is most helpful because? A-it helps the patient feel calm B-it helps the patient gain some sense of control The term that best defines "a psychologic response 2 a perceived threat," and 1 of the most common responses 2 illnesses, is? A-hypochondria What functions do ego defense mechanisms serve? A-the allow the patient 2 adopt inappropriate behavior D-they protect against being overwhelmed by painful feelings If a patient facing serious illness appears 2 b using denial, how should the MA respond? A-agree w/the patient that the illness is minor C-accept the denial w/out inforcing it What is the 1 best way 2 clarify what a patient is trying 2 say? A-be silent and wait 4 further explanation The primary reason that the MA should regularly solicit feedback when communicating w/patients is 2 determine weather they A-r hearing impaired C-understand what has been said When the MA opens the office, what should b done 1st? A-review the electronic task system or tickler file D-unlock file cabinets, medical records file and medicine cabinets Which of the following is NOT included in organizing activities 4 the day? A-noting which doctors r in the office 4 appointments D-paying the bills 4 the office How might the MA prepare the telephone system 4 the days activities? A-place the headsets of all cordless phones on2 their chargers D-notify the answering service the office is open How many folders r necessary 2 set up a manual tickler file? A-12 What should b attached 2 the chart of each patient who is going 2 b seen that day in the office? A-laboratory slip Which of the following activities the MA likely 2 perform just as patients start arriving? A-check the schedule 2 determine which physicians will b seen in D-print appointment schedules 4 each physician What does the MA do in the morning 2 prepare the medical office laboratory? A-make sure food was not stored in the laboratory
B-run the controls 2 make sure the equipment and supplies r Which of the following is usually b performed by the MA while closing the office? A-put the telephone system on a timer B-lock the door which patients enter the office Y is it important 2 acknowledge every1 who enters the office as soon as possible? A-it prevents patients from feeling awkward
A-it prevents patients from feeling awkward What is the purpose of a sliding window between the waiting room and the reception desk? A-2 make staff aware of the patients entering the waiting room D-2 prevent patients in the waiting room from overhearing What is the name 4 the statement that allows the office 2 release information 2 the insurance company 4 billing purposes? A-receipt
of HIPAA privacy practices B-release of information form What is it called when the office accepts payments directly from the insurance company? A-direct pay What is required under HIPAA related 2 the medical office statement of privacy practices? A-the patient must sign a form acknowldging the opportunity 2 A-the patient must sign a form acknowldging the opportunity 2 read or receipt of the office privacy practices For which of the following patients must the MA verify insurance coverage every time the patient visits the office? A-patient's w/Medicaid What r the benefits 2 verifying a patient's identity at every visit asking 4 a photo ID? A-it helps prevent medical identify theft Which of the following forms r usually filled out by the patient b4 the patient sees the physician? A-physical examination form What should the MA check when an established patient returns 2 the office after a brief absence? A-the patient's clinic number D-the patient's address and phone number How does a MA verify that a patient's insurance will cover a procedure that will b done in the office? A-call the insurance carrier A-call the insurance carrier When making an appointment 4 a patient in a managed care plan who says he has a referral from another physician, what should the MA tell the patient? A-it will not b a problem 2 obtain the referral form after patient has D-the office of the referring physician must provide a written or electronic referral form Written referrals usually state which of the following items? A-how many visits r allowed Who is responsible 4 filling out the charge slip identifying the charges 4 which the patient will b billed? A-MA Under a managed care plan, what is the fixed amount of money that a patient is required 2 pay at the time he/she receives treatment? A-charge slip balance When is the patient placed in an examination room? A-after the patient's name and DOB have been verified D-after all front office paperwork has beeb completed Y may some physicians in a practice not b accepting patients? A-they have joined the practice very
recently E-they r planning 2 retire or move What is an advantage of having a patient information booklet? A-it serves as a legal notification about physicians r accepting new B-it can b an useful tool 2 market the practice and attract new patients Which is the most important when the MA answers the telephone? A-obtain insurance information from new patients B-b courteous w/a positive attitude and personality What is the 1st thing the MA should dowhen answering a telephone call? A-put the caller on hold D-identify the practice and himself/herself When answering the telephone, what is the best question 4 the MA 2 ask 2 find out a callers name? A-"What is your name?" C-"May i ask who is calling?" Which of the following is NOT an important aspect of a pleasing telephone personality? A-clear enunciation D-speaking louder than normally How long should a MA check back w/a caller who is on hold? A-at least every 10 seconds C-at least every 30 seconds How can the MA prevent neck and shoulder strain when answering telephone calls? A-use a telephone headset A-use a telephone headset When is call forwarding used? A-when a telephone call must b transferred 2 a different extention C-when calls r rerouted 2 another telephone number Which is done by an answering service if 1 is used by the medical office? A-answer calls when the office is closed A-answer calls when the office is closed Which of the following is true about voicemail? A-it is built in2 the telephone system A-it is built in2 the telephone system What type of telephone system offers the caller a menu w/several options when the telephone is answered? A-referral system D-electronic routing system If a caller asks 4 the office manager by name, what should the MA usually do? A-ask 4 the caller's name and then transfer the call 2 the A-ask 4 the caller's name and then transfer the call 2 the office managers extension What is the purpose of taking messages 4 the physician even if he/she is in the office? A-2 allow the physician 2 avoid constant interruptions while A-2 allow the physician 2 avoid constant interruptions while How can the MA take telephone messages in an orgainzed manner? A-use abbreviations
only that u r familiar with D-have the appropreate materials readily available 2 properly document the call 4 which of the following symptoms can the MA offer advice over the telephone? A-nausea of 2 days duration Which of the following should always b included when the MA takes a message? A-the
patient's address C-the patients age and/or DOB If a patient calls 2 request a medication refill, which information should always b included in the message? A-how
many months or years the patient has been taking the B-the medication name and dose Which of the following should always b included when the MA takes a message? A-the address 2 which the prescription should b mailed D-if the patient wants the prescription filled at a pharmacy or by mail order If any person calls the office, what should the MA do or try 2 do? A-interrupt while the patient is talking if the caller says something D-use a calm voice 2 ask questions and obtain information about what has angered the caller When r appointment reminder calls usually placed 2 patients? A-the day of the appointment C-3-4 days b4 the appointment Which of the following is NOT an advantage of using computer programs 4 telephone calls 2 remind patients about appointments? A-they save time 4 the
MA D-patient's prefer 2 receive a computerized call instead of talking 2 the MA? What r the uses of arm gestures, facial expressions and turning 1's head all examples of? A-verbal communication Which aspect of our communication is most likely 2 convey our true feelings and beliefs? A-nonverbal communication The type of listening when the MA remains "in the moment" and focus fully on the patient's message is called? A-open listening What is an internal factor that can interfere w/communication? A-pain Which of the following is an important part of active listening 4 a MA? A-planning what 2 say while the patient is talking C-focusing all attention on the patient How can the MA facilitate communication non-verbally? A-avoid eye contact B-be aware of his/her own and the patient's body language In the US, the typical personal distance or comfort zone 4 conversation w/others is? A-3-4 feet When interviewing the patient, when should the MA use closed questions? A-when expecting a long explanation from the patient D-when looking 4 a 1-word or short answer During the interview, the MA questions the patient as follows: "Describe your pain 4 me. What has been going on w/u since u were last here?" "How has your appetite been? How have u been sleeping? What r these examples of?" A-closed questions Which of the following is an example of closed questions? A-"What is the
reason 4 your visit 2day?" How is the patient likely 2 react if the MA asks,"Y rn't u following your diet?" A-become defensive
If a patient's vision cannot b corrected to 20/200 in the better eye, what is it called? A-legal blindness What measure may improve communication if the patient has impaired level of understanding? A-speaking slowly How should a MA help a sight-impaired patient? A-automatically take the patients arm 2 guide him/her B-describe the environment clearly in words What is the most common type of limitation in the clinic 4 hearing impaired patients? A-total deafness C-hearing impairment that interferes w/communication If a patient is not comfortable w/English, what should the MA avoid? A-speaking directly 2 the patient instead of a translator D-using the patient's child as a translator U were trying 2 educate Mr.Wilson about an upcoming procedure and post-surgical care. Unfortunately, because he skipped lunch that day and blood sugar was low, he was not able 2 learn the information that would help 2 decrease his anxiety about the procedure. Mr. Wilson is demonstrating an example of? A-impaired hearing B-Maslow's hierarchy of needs On the 4th level of Maslow's hierarchy of needs r the needs 4 esteem and recognition. What do these include? A-self esteem Which of the following is NOT a common reaction 2 illness? A-anger When a patient must cope w/a serious illness, offering choices is most helpful because? A-it helps the patient feel calm B-it helps the patient gain some sense of control The term that best defines, "a psychologic response 2 a perceived threat" and is 1 of the most common responses 2 illness, is? A-hypochondria What functions do ego defense mechanisms serve? A-they allow a patient 2 adopt inappropriate behavior D-they protect against being overwhelmed by painful feelings If a patient facing serious illness appears 2 b using denial, how should the MA respond? A-agree w/the patient that the
illness is minor C-accept the denial w/out reinforcing it What is 1 of the best ways 2 clarify what the patient is trying 2 say? A-b silent and wait 4 further explanation The primary reason that the MA should regularly solict feedback when communicating w/patients is 2 determine weather they? A-r hearing impaired C-understand what has been said Where does the MA record the appointment when a manual system is used 4 scheduling? A-both of the above C-spiral bound appointment book What interval(s) is/r commonly used in a manual appointment book or computer schedule? A-45 min How is patient confidentiality maintained related 2 the daily schedule? A-create only 1 copy of the daily appointment schedule C-do not post the schedule in areas 2 which patients have access What is the minimun amount of time that would b commonly allotted 4 the examination of a new patient? A-15 min What is the advantage of open office hours? A-they reduce patient waiting time B-they give patients more flexibility How does the MA set up the appointment schedule? A-block out the times when the medical office is open B-block out the time when physician is not available 2 C patients Which of the following reasons 4 an office visit will require the most time? A-an immunization D-a complete physical examination Which of the following variables will effect the appointment schedule the most? A-the type of scheduling system used by the office B-the availability of facilities and equipment Which method(s) can b used 2 allow the physician 2 avoid falling behind or catch up w/appointment times? A-schedule the physician 4 examination rooms that r side-by-side What is important about scheduling a group of patients due 2 unexpected changes in the physician's schedule? A-write a note of apology 2 each patient because of the C-give the patients new appointments as soon as possible Y is it important 2 document missed appointments in the patient's medical record? A-it provides written documentation that a patient does not follow medical advice What is the name 4 scheduling patient's w/certain problems or conditions on certain days? A-modified wave Which of the following is NOT a guideline 4 appointment scheduling? A-speak quickly 2 save time when another patient is waiting A-speak quickly 2 save time when another patient is waiting What is the goal of stream scheduling? A-2 give the physician time 2 respond 2 telephone messages between patients D-2 schedule patients so that there is always a steady flow of patients moving through the office Which of the following is NOT a physician preference or need that may affect the appointment schedule? A-attendance at conferences and meetings D-the number of satellite offices affiliated w/the medical practice Which of the following r included as established patients? A-patients w/insurance referrals B-patients who have been seen in the medical office in the last 3 years What information must b obtained from a new patient? A-the type of medical insurance and coverage A-the type of medical insurance and coverage When is double-booking often used? A-when the physician uses 2 examination rooms C-when a patient w/an acute injury must b fitted in2 the schedule Which of the following is NOT an advantage of patient self-scheduling? A-patients always receive the appointment time they request A-patients always receive the appointment time they request What system schedules 3 or 4 every half hour, who r seen in the order they arrive? A-stream What is a way 2 handle a patient who has a pattern of being late 4 appointments? A-send the patient a note encouraging them 2 b on time 4 his/her appointment C-give the patient the last appointment of the day If a patient w/managed care insurance must b referred 2 a specialist physician, what is the resposibility of the primary care physicians's office A-2 make the appointment w/the specialist D-2 submit a referral from the managed care organization and obtain preauthorization 4 the referral Which of the following information should the MA have on hand b4 scheduling a diagnostic test 4 a patient? A-all of the above Which of the following diagnostic tests is usually included in preadmission testing b4 any surgery? A-ultrasound of the operative area C-electrocardiogram (EKG) Within what time period must the physician visit a patient he/she has admitted 2 the hospital? A-within
12 hours Which of the following r true about both paper medical records and electronic medical records? A-they provide an ongoing record of the patient's state of health What is used 2 hold medical records if the medical office uses a paper medical records? A-all of the above What is always necessary if a paper medical record system is used? A-color-codes labels or file folders 2 facilitate identification of records C-a means 2 lock the medical record storage cabinets or storage room When is it recommended that file folders used 2 hold paper medical records b broken down in2 2 folders? A-when the width of the folder reaches 3/4 inch A-when the width of the folder reaches 3/4 inch What is an outguide? A-a stiff piece of paper or plastic that is placed in a file when a medical record is removed A-a stiff piece of paper or plastic that is placed in a file when a medical record is removed What is an advantage of using color-coded labels or folders? A-it reduces
the risk of misfiling A-it reduces the risk of misfiling If the office is using a color-coded system, who needs 2 know the meaning of the colors in use? A-only the MA's What is an indexing unit in an alphabetic filing system 4 medical records? A-each color-coded label placed on the medical record B-each part of a patient's name What is a patient's surname? A-professional tittle What is the 2nd indexing unit in alphabetic filing? A-middle initial If 2 patients have the same name, what information is used 2 put their medical records in order? A-street address Which filing system (that uses) paper medical records protects patient confidentiality most successfully? A-numeric Which of the following would b filed 1st? A-Jones, Kristine Using the alphabetic system of filing, what would "The Harris Office Supply Company" be files under? A-H Which of the following names would b filed 1st? A-Martha Delmarven Which of the following names would b filed last? A-Bower, E Lawerence Which of the following names would b filed 1st? A-St. James, Ann Marie If Mary Jane Mitchell marries John L.Walker, which of the following names might Mary Jane choose 2 use as her married name? A-Mary Jane Mitchell If the terminal digit filing system is used, what is the 1st filing unit 4 the number 01-68-72-59 A-59 If the terminal digit filing system is used, which of the following medical record numbers comes 1st in the files? A-19-44-01-10 If a chronological numeric system is used, which of the following medical records comes last in the files? A-7281 Which of the following makes it easier 2 find a paper medical record that has been removed from the files? A-keeping the medical records in good repair by
securing C-filling out a card 2 place in the outguide 4 every record that was removed Where should the MA's paper tickler files b stored? A-in a locked cabinet D-in a desk or file cabinet near where the MA usually sits If the subject method of filing is used 4 folders, which of the following would b filed 1st? A-bank accounts What must occur b4 a piece of correspondence can b filed in a patient's paper medical record? A-it must b initialed by the
physician A-it must b initialed by the physician In what order r documents filed in2 the medical record? A-in reverse chronological order A-in reverse chronological order What determines the classification of "inactive" 4 a medical record? A-OSHA recommendation When can a physician destroy a patient's file? A-if the patient transfers 2 another physician C-when the record has been inactive at least 7 years after the statute of limitations has expired Y r inactive records removed from the active file area in most offices? A-2 avoid confusion between active and inactive files B-2 create more space 4 the records of new patients Which of the following should b avoided in a storage area 4 inactive medical records? A-keeping lights off unless some1 is actually present in the storage area E-dust and exposure 2 insects Which of the following names would be filed last when using alphabetical filing?Alphabetical Order Rules for Names
The names of individuals are indexed alphabetically by using their last names first, their first names or initials, and finally their middle initials or names. An initial or name using just one letter comes before a complete name starting with the same letter.
What is an indexing unit in an alphabetic filing system for medical records?Indexing units are pieces of information used to identify the correct filing location. The records are arranged alphabetically based on the first unit. All names that have exactly the same first unit are then arranged by the second unit, the third unit, and so on.
What are the different filing system used in medical office?There are three types of numerical filing systems that are utilized in healthcare; straight or consecutive numeric filing, terminal digit or reverse, and middle digit. The straight filing system is also referred to as the consecutive filing system.
Which type of filing system is best used for filing patient charts?In general, most clinics use end-tab shelf filing systems to store patient charts. Shelf systems are the easiest to use, save the most space and are the least expensive to set up and maintain.
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Using the alphabetic system of filing, what would “the harris office supply company” be filed under?
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