Waiting
The first physical impression of the medical office team come from the
Waiting Area
Emotional and/or physiological reactions to external motivators.
stress
Begin statements with "I", is one method of...?
conflict resolution
office managers must be good ____________
problem solvers
The assistant should maintain a _____________ containing the physician’s preferences, as well as other items relating to travel
travel folder
A booklet that provides vital information about the practice, such as services offered, qualifications of the physicians, instructions for making appointments, and ordering refills of prescriptions.
patient information brochure
A focus of the reception area should be...
patient confidentiality
Good stress, also called ______________, is our body’s nudge to maintain its function
eustress
______________ can help reduce the physiological effects of anger and allow an individual time to reconsider a different response
deep breathing
this leader provides clear and definitive expectations to his or her team members
authoritarian/autocratic
A professional, often certified by the travel industry, who may work independently or within a travel company; handles all aspects of travel arrangements at no charge to the customer.
travel agent
Information intended to educate and train employees is often gathered in an...
office policies and procedures manual
The science of designing the work environment to meet the needs of the human body, while reducing the risks of injury or hazards without decreasing output.
Ergonomics
external motivators for stress are also called...
triggers
how many times per day do some health professionals recommend eating?
6 times per day (small meals)
this leader offers advice but is also a participant in the team dynamics and seeks input from other team members
participative/democratic
A daily schedule of events for a traveler, containing such information as flight numbers and times and hotel and car arrangements.
itinerary
A list of professional and other resources kept in either paper or electronic format.
outside services file
What is a method for keeping sick and well patients separated?
2 waiting rooms
scheduling well visits and sick visits at different times of the day
dividers
large spaces between seats
setting unrealistic expectations and goals and being dissatisfied with anything less
perfectionism
unnecessarily delaying the completion of a task is known as...?
procrastination
this leader employs a “hands-off” policy and tends to allow other office team members to make their own decisions
Delegative/Laissez-faire
official record of a meeting, including the major pieces of business conducted; the names and contributions of any attendees who spoke; the date, place, and time of the meeting; those present and absent; and the duration of the meeting.
meeting minutes
OSHA stands for...
Occupational Safety and Health Administration
clutter, disarray, and messy waiting areas tell patients...
that the practice does not care for patient care
3 ways to reduce stress are...
get organized,
set priorities
maintain your health
eat right
exercise daily
get enough sleep
how much moderately intense exercise is recommended per week?
2.5 hours
What is an example of a struggle some offices face in the summer months?
Staff shortages
An outline of a meeting, specifying location, time, date, and major topics to be discussed.
agenda
The employee handbook should contain policies and procedures as well as _______________
benefits and employee code of conduct