Which of the following actions for appointment scheduling is a courtesy for the patient

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Which of the following regarding the medical facility most often contribute as much to a patient's well-being as does the medical attention given by the providers?

A.) location
B.) environment
C.) accessibility
D.) size

Which of the following best describes the reception area in a medical facility?

A) referred to as the waiting room
B) features fresh flowers daily
C) makes patients feel welcome
D) features dim lighting

C) makes patients feel welcome

Which of the following is the most appropriate action to maintain patient privacy?

A.) leave the exam room door ajar
B.) knock before entering
C.) talk with the door open
D.) have to discussions with the patient in a corner of the office

B.) knock before entering

Which of the following is the most effective way to check the rooms readiness for a patient?

A.) check all the supplies
B.) place yourself in the room as a patient
C.) ask the patient whether the room is comfortable
D.) dust and clean the room daily

B.) place yourself in the room as a patient

Which of the following is NOT an appropriate example of accessibility features for the physically challenged?

A.) hallways that accommodate wheelchairs
B.) step walkways with no ramps
C.) signage in braille
D.) Doors accommodating wheelchairs
E.) bathroom facilities for handicapped individuals

B.) step walkways with no ramps

Which of the following best describes the person who sets the social climate for the interchange between the patient and physician and the rest of the staff?

A.) physician
B.) clinical assistant
C.) administrative medical assistant
D.) bookkeeper

C.) administrative medical assistant

Which of the following is the most appropriate action of the administrative medical assistant when there is a delay in the provider schedule?

A.) use this time to make reminder calls for future appointments
B.) ask everyone to make other appointments
C.) notify patients of the delay an offer alternatives
D.). Escort as many patients as possible to exam rooms

C.) notify patients of the delay an offer alternatives

Providers can give access to the health information of an elderly patient under the following condition:

A.) The patient is 85 years of age or older
B.) only if the patient has signed a release
C.) only two immediate family members
D.) in an ambulatory care setting

B.) only if the patient has signed a release

Which of the following best describes the number of times the document should be reviewed to be proofread adequately?

A.) twice
B.) three times
C.) four times
D.) five times

The "salutation" of the letter is the:

A.) signature
B.) return address
C.) greeting
D.) use of short sentences

Which of the following punctuation marks follows the Salutation?

A.) colon
B.) semi colon
C.) comma
D.) period

Which of the following is a correct example of the reference initials notation?

A.) WL/jg
B.) WL/JG
C.) wl/jg
D.) wl/JG

Which of the following is an example of a document that may be signed by the medical assistant?

A.) medical reports to insurance companies
B.) providers personal letters
C.) providers correspondence to other providers
D.) Notification of collection procedures and reminder of payments

D.) Notification of collection procedures and reminder of payments

Which of the following is the letter style considered most efficient for the ambulatory care setting or physicians office?

A.) full block
B.) modified block
C.) hanging block
D.) simplified

Which of the following letter styles omits the salutation and closing?

A.) full block
B.) modified block
C.) indented block
D.) simplified

Which of the following is NOT eliminated from punctuation in the address to conform to USPS envelope standards?

A.) period after the state
B.) hyphen In the zip+4 code
C.) period after all abbreviations
D.) comma between city and state

B.) hyphen in the ZIP+4 code

Which of the following statements is NOT best to describe the importance of accurate medical records?

A.) they are essential to patient care
B.) they assist in controlling the costs of medical care
C.) they may be released without a patient's knowledge
D.) they are needed to provide referrals
E.) they maintain a conscientious record of patient care

C.) they may be released without a patient's knowledge

How would Henry Patrick Hays IV be filed in relation to Henry Patrick Hays Jr.?

A.) before
B.) after
C.) depends on the birthdays
D.) by address to separate

A unit identifies each part of the name. The key unit is also known as what?

A.) no unit
B.) unit 1
C.) unit 2
D.) unit 3

Which of the following best describes a filing method that serves as a reminder for future actions?

A.) shingling
B.) purging
C.) indexing
D.) tickler
E.) release

Which of the following best describes the process of sorting through records and removing those that are not active?

A.) reminder system
B.) check-out
C.) cross- reference
D.) closed files
E.) record purging

Which method of arranging charts uses a page that lists vital identification data, immunizations, allergies, medications and problems?

A.) problem oriented medical record (POMR)
B.) source oriented medical record (SOMR)
C.) strict chronological arrangement
D.) shingling

A.) problem oriented medical record (POMR)

Which of the following would apply to the legal standard if there is no written record of temperature, a visit, a history a physical or a lab report?

A.) it was not documented so it did not happen
B.) The court will take the patients word for it
C.) The court will take the providers word for it
D.) The court will make the decision as to whether or not it happened

A.) it was not documented so it did not happen

Which of the following is the most appropriate format for a patients name on a medical chart?

A.) nickname
B.) legal name
C.) last name, first name
D.) abbreviation

C.) last name, first name

Which of the following is considered to be a HIPAA standard in regard to EMR's?

A.) firewalls and antivirus measures must block unauthorized access
B.) passwords are to be hidden when entered and are not shared with anyone
C.) The member of invalid entries to access information must be limited
D.) all of the above

Which of the following best describes the key to having an effect of scheduling system?

A.) meet only acute patient needs
B.) customize system to the type of practice
C.) tailor system to physicians needs
D.) give patients appointments on the dates and times they desire

C.) tailor system to physicians needs

Which of the following scheduling records should be kept for legal purposes?

A.) appointment books
B.) hard copy day sheets
C.) computerized schedules
D.) all of the above

Which of the following is the most appropriate action when there are delays in the physician schedule?

A.) notify patients when there will be more than a 45 minute wait
B.) notify patients when there is an emergency only because physician will catch up
C.) offer to cancel and let them call for another appointment
D.) give patients an estimate of delay and options to deal with delay

D.) give patients an estimate of delay and options to deal with delay

Which of the following is an appropriate action when scheduling a patient in the office and the phone rings?

A.) ignore the call until the appointment is completed with the patient
B.) leave the patient turn your back walk away for privacy and answer the call
C.) let the answering service answer the call and follow up when finished with the current patient
D.) excuse yourself first and then ask the caller to hold for a moment

D.) excuse yourself first and then ask the caller to hold for a moment

Which of the following is an advantage of using scheduling software programs?

A.) software can select the next available appointment
B.) software can search for appointments by patient name
C.) The staff can view multiple schedules at the same time
D.) all of the above

Which of the following is an action that would motivate a patient not to miss an appointment?

A.) schedule the patient to fit into open office time periods
B.) do not allow the patient many time choices
C.) do not ask for payment when the patient is leaving
D.) reminder patient at least twice of the next appointment
E.) give the patient and appointment card or notify the patient by telephone the day before

E.) give the patient an appointment card or notify the patient by telephone the day before

Which of the following best describes a typical office policy concerning no-shows?

A.) automatically send a letter to the patient with instructions to transfer to a new provider
B.) automatically send a warning letter to the patient that provider services may be terminated
C.) have the provider review the patient's record after certain number of incidences
D.) call and inform the patient that the provider services are terminated and not to call for future appointments

C.) have the provider review the patient's record after certain number of incidences

Which of the following is the most appropriate action when a patient telephones with symptoms of acute illness?

A.) work an appointment into the schedule immediately
B.) schedule an appointment for the following day
C.) send the patient to the emergency room
D.) offer to work in an appointment over the next few days

A.) work an appointment into the schedule immediately

Which of the following terms best describes speaking your words clearly and articulating carefully?

A.) pronunciation
B.) articulation
C.) enunciation
D.) locution
E.) modulation

Which of the following terms best scribes using a voice that varies in pitch and intensity?

A.) pronunciation
B.) articulation
C.) enunciation
D.) locution
E.) modulation

An important part of telephone courtesy is listening. Which of the following is NOT an appropriate action when listening?

A.) pay attention to what is being said
B.) do not interrupt
C.) use empathy
D.) help slow talkers finish their sentences

D.) help slow talkers finish their sentences

Which of the following is the act of evaluating the urgency of a medical situation and prioritizing treatment?

A.) listening
B.) screening
C.) empathy
D.) fluency

Administrative medical assistant staffing the reception desk would be responsible for which of the following tasks?

A.) greeting patients
B.) scheduling appointments
C.) answering general questions about the practice
D.) all of the above

The medical assistant should answer the telephone by the end of which ring in order to create a positive impression to the patient?

A.) first
B.) second
C.) third
D.) fourth

What information is the medical assistant required to obtain a new patient contacting the office?

A.) patients name
B.) name of referral source
C.) daytime telephone number
D.) all of the above

According to telephone courtesies when is it acceptable to place the patient on hold?

A.) when it is an urgent call
B.)when it is an emergency only
C.) when you have the patients name and why they are calling
D.) anytime without asking and receiving permission to do so

C.) when you have the patients name and why they're calling

Which of the following phone call should be referred to the provider?

A.) billing questions
B.) complaints about medical treatment or care
C.) questions regarding office hours
D.) patients requesting to schedule an appointment

B.) complaints about medical treatment or care

In the medical office which of the following calls would be routed to the clinical medical assistant?

A.) billing questions
B.) scheduling test for patients
C.) request for new prescriptions
D.) other providers

B.) scheduling test for patients

The provider is seeing a patient. In which of the following situations would you put the collar directly through to the physician?

A.) Laboratory is reporting test results
B.) caller will give his name to provide her only
C.) another provider is calling from another facility
D.) pharmacy is calling for narcotic refill

C.) another provider is calling from another facility

What is the primary reason for repeating information back to a caller while screening calls?

A.) gets the caller a chance to clarify and or confirm information
B.) lets the caller know you were listening
C.) gives appearance of professionalism
D.) keeps you focused

A.) gives the caller a chance to clarify and/or confirm information

A routine progress report should be processed through who?

If a pharmaceutical sales representative calls the office who should process the call?

If someone calls the office with a billing question who should process the call?

If someone calls the office with a STAT report who should process the call?

If someone calls the office with insurance information who should process the call?

If someone calls the office with a prescription refill request who should process the call?

If someone from the providers family calls the office who should process the call?

It's other providers call the office who should process the call?

If someone calls the office asking for information about the practice who should process the call?

Manual electronic medical records vs electronic medical records

What is the most important consideration when scheduling a patient appointment?

What three items must be considered when scheduling appointments?

Which of the following is the most appropriate action when there are delays in the physician's schedule?

Which of the following scheduling systems schedules two or three patients at the beginning of each hour followed by single appointments every 10 to 20 minutes?