It is Written
Which of these is the part of the report where all the works consulted by the writer, including items given in notes, are listed alphabetically at the end of the report?
a) Footnotes b) Endnotes c)Headings d)Bibliography
What is Bibliography?
What role does culture play in facial expression?
a) It has no bearing either way b) Culture does not play a role in interpreting facial expression c) Culture plays a minimal role in interpreting facial expression d) Culture plays a significant role in how the individual interprets facial expressions
What is Culture plays a significant role in how the individual interprets facial expressions?
The __________ for cancellations and rescheduled appointments should be posted in areas accessible to patients such as the waiting area or examination room.
a) NPP b) OCR c) office policy d) management book
What is office policy?
Another word for telephone etiquette is telephone ________________.
a) Conduct b) screening c) demeanor d)accomplishment
What is Conduct?
When sending something that requires special handing, you should mark the package as _________________.
a) Delicate b) Fragile c) Beware d) Breakable
What is Fragile?
What type of correspondence requires the writer to give the recipient the details of the original request, include a duplicate of the original request, and be clear about what action you wish the recipient to take?
a) Letters of information b) Letters of acknowledgement c) Follow-up letters d) Interoffice memorandum
What is Follow-up letters?
According to body language experts, what percentage of communication is nonverbal?
a) 80-90 percent b) 85 percent c) 50-80 percent d) 35 percent
What is 50-80 percent?
Leaving an interval of _____ free in the late morning and again at the end of the day will help the administrative medical assistant straighten out a delayed schedule.
a) 15-20 minutes b) 25-30 minutes c) 30-45 minutes d) 60 minutes
What is 15-20 minutes?
When screening calls, the first priority is to:
a) Make sure the patient understands you and ask them to hold b) Determine the name and nature of the call c) Find out if the patient needs an appointment d) Tell the patient that you are busy and will get back to them within 3-5 minutes
What is Determine the name and nature of the call?
_______________________ requirements are that at least 90 percent of the mailed materials must be imprinted materials generated by a means other than handwriting or typewriting.
a) Media mail b) Parcel post c) First-class mail d) Bound printed matter
What is Bound printed matter?
What are the two styles of punctuation that may be used in a business letter?
a) Mixed/standard and open b)Open and varied c) Closed and mixed d) Standard and closed
What is Mixed/standard and open?
A barrier to effective communication is:
a) Inactive listening b) Active listening c) Organization of the message d) Nonverbal communication
What is Inactive listening?
Which type of scheduling gives patients the flexibility of open office hours while allowing the assistant more control over the flow of patients?
a) Double booking b) Modified wave c) Wave scheduling d) Open/fixed office hours
What is Wave scheduling?
An assistant must screen calls according to the office policy, take complete and accurate messages, and __________________________.
a) Distract the caller b) Follow proper telephone etiquette c) Answer all questions that the patient may have d) Only put through calls that they feel are important
What is Follow proper telephone etiquette?
Which type of mail includes all correspondence, whether hand written or typed, all bills, and all materials sealed against postal inspection and weighing 13 ounces or less?
a) Priority mail b) Parcel post c) Express mail d) First class mail
What is First class mail?
The proofreaders notation ^ means ________________.
a) To omit a word b) To spell a word out c) To omit a stroke d) To insert a word or letter
What is To insert a word or letter?
Expressing ideas through words and gestures to ideas is known as
a) Illustrating. b) Improvising. c) Coding. d) Encoding.
What is Encoding?
In which type of scheduling are patients seen in the order in which they arrive?
a) Open/fixed office hours b) Wave schedule c) Double booking d) Modified wave
What is Open/fixed office hours ?
A patient, Mary Jones, was seen last week and the doctor asked her to inform the office after a week on a new medication. What should the administrative medical assistant do when Mary reports that information?
a) Put the call immediately through to the physician b) Let Mary tell you about it and do nothing c) Take a message and give it to the doctor d) Have the doctor paged
What is Take a message and give it to the doctor?
Which type of mail is used for mailing items such as books, catalogs, other printed matter, or merchandise not weighing more than 70 pounds and no more than 130" in length or girth?
a) Priority mail b) Parcel post c) Express mail d) First class mail
What is Parcel post?
The top margin on the second page of a letter to a patient should be ____.
a) 4" b) 3" c) 2" d) 1"
What is 1"?
Disciplinary actions or warnings should be delivered using which type of channel?
a) Phone b) Email c) Face-to-face d) Regular mail
What is Face-to-face?
The process of using good judgment to determine how soon a patient needs to be seen is called _________________.
a) Triage b) determination c) priority calling d) patient assessment
What is Triage?
What should always be done prior to placing a caller on hold?
a) Ask permission b) Take a message c) Pull the chart d) Obtain their telephone number
What is Ask permission?
If confidential mail is opened in error, the administrative medical assistant should reseal the correspondence and:
a) Mark with her initials b) Mark with the date and the word "mistake" c) Mark with the date and initials d) Mark "opened by mistake" and her initials
What is Mark "opened by mistake" and her initials?