Office/Charting
If your office is in California and it is noon, what time is it on the East Coast?
3 PM
East Coast time is 3 hours later than West Coast time.
Which of the following is used to ensure that all office computer programs and data are secure in case of a mishap, fire, or natural disaster?
a. RAM
b. Microprocessor
c. Write-protection
d. Data backup
The correct answer is: Data backup
Which of the following is essential to active listening?
a. Listen to what the speaker is saying.
b. Listen to nonverbal clues.
c. Interpret what the message is.
d. Restate the message.
e. All are correct
The correct answer is: All are correct
Active listening involves listening to what the speaker is saying, interpreting what the message is, and restating the message to make sure that you have received the intended message. For example, you receive a telephone call from a distraught mother. Using active listening skills, you pick up on the nonverbal cues, such as her tone of voice and rate of speech, and you can tell she is upset.
The way to organize appointment scheduling so that it best supports the success of the practice is to:
a. schedule as many patients as possible throughout the entire day.
b. allow frequent rest breaks.
c. include a lot of time for the physician’s administrative activities.
d. consider the preferences of the physician.
The correct answer is: consider the preferences of the physician.
The preferences and habits of the physician are prime concerns when scheduling appointments, and if these two elements are considered, the practice will be successful in most cases.
An order placed for an item that is temporarily out of stock and will be sent at a later time.
a. Backordered
b. Front-ordered
c. On hold
d. Circumvented
The correct answer is: Backordered
Backordered is an order placed for an item that is temporarily out of stock and will be sent at a later time.
When a patient calls with a complaint:
a. use an approach similar to that for angry callers.
b. find the source of the problem.
c. present options of solutions to the patient.
d. All are correct
The correct answer is: All are correct
When a patient calls with a complaint, the approach should be similar to that used with angry callers. Find the source of the problem and present options to the patient.
HIPAA and HITECH require privacy, security, and confidentiality of patient records.
TRUE OR FALSE
The correct answer is: True
The Health Insurance Portability and Accountability Act (HIPAA) and the Health Information Technology for Economic and Clinical Health Act (HITECH) require privacy, security, and confidentiality of patient records.
When a patient calls in complaining about the care he or she received or the fee charged, which of the following should be avoided?
a. Placing blame for the error
b. Responding with “Let me help you”
c. Finding the source of the problem and then presenting options for resolution
d. Providing good customer service
The correct answer is: Placing blame for the error
When callers complain, do not attempt to blame someone else, and never argue with the patient. Find the source of the problem, and then present options to the caller as to how the situation can be resolved. Remember to treat callers in the same manner that you would wish to be treated. Provide good customer service to patients, and complaints will be few and far between.
When patients need a series of appointments, it is best to:
a. schedule them individually.
b. let the patient call when he or she is ready to come in.
c. try to set the appointments for the same day of the week at the same time.
d. use any method of scheduling; they will all be effective.
The correct answer is: try to set the appointments for the same day of the week at the same time.
Series of appointments are best handled by setting them on the same day of the week and at the same time so that the patient can remember them more easily.
For equipment inventory, which of the following should be kept at a central location, available to all users?
a. Maintenance log
b. Service provider contact information
c. Warranty information
d. Operations manual
The correct answer is: Operations manual
The owner’s or operation manual and warranty information should be kept at a central location and available to users.
STAT means “as soon as possible.”
TRUE OR FALSE
The correct answer is: False
STAT means immediately.
Which of the following is not needed when describing a patient’s chief complaint?
a. Remedies the patient has tried to relieve symptoms
b. The duration of pain
c. The time when symptoms were first noticed
d. How many family members are healthy
The correct answer is: How many family members are healthy
The chief complaint is the main problem the patient is currently experiencing. The medical assistant should note the remedies the patient has tried, the duration of any pain, and the time that symptoms were first noticed. The number of healthy family members is not necessary information about the chief complaint but would be part of the family history.
The EHR system can allow patients to set their own appointments using the internet.
TRUE OR FALSE
Patient portals allow many self-serve functions, including appointment setting.
The correct answer is: True
The principal advantage of using the wave method when designing the scheduling process is that it:
a. allows flexibility to accommodate the unpredictable.
b. gives priority to established patients.
c. provides more breaks for staff members.
d. enables the physician to see more patients each day.
The correct answer is: allows flexibility to accommodate the unpredictable.
The wave method of appointment scheduling allows flexibility to accommodate the unpredictable.
What is the correct order of steps to take when a large fire occurs?
a. Activate, extinguish, evacuate, confine
b. Rescue, evacuate, activate, confine
c. Confine, rescue, extinguish, activate
d. Rescue, activate, confirm, extinguish
e. Rescue, activate, confine, evacuate
The correct answer is: Rescue, activate, confine, evacuate
Rescue: Rescue individuals threatened by the fire. Activate: Activate the alarm if you discover the fire, or respond if you hear the alarm. Confine: Confine the fire by closing doors and fire doors to slow the spread of the fire. Extinguish: Extinguish only the small fires; otherwise evacuate individuals from the area.
Which statement is not accurate about correcting charting errors?
a. Insert the correction above or immediately after the error.
b. Draw two clear lines through the error.
c. In the margin, initial and date the error correction.
d. Do not hide charting errors.
The correct answer is: Draw two clear lines through the error.
Only one line should be drawn through errors when corrections are made.
Which part of Medicare covers prescription drug services?
a. A
b. B
c. C
d. D
Part D offers Medicare recipients the option of choosing, at a reduced cost, a plan that pays for prescription drugs with just a small copayment from the patient.
The correct answer is: D
Services and/or supplies used to treat the patient’s diagnosis meet the accepted standard of medical practice is the definition of:
a. eligibility.
b. precertification.
c. medical necessity.
d. capitation.
The correct answer is: medical necessity.
Services and/or supplies used to treat the patient’s diagnosis meet the accepted standard of medical practice is the definition of medical necessity.
The first prerequisite for scheduling an outpatient admission or procedure is:
a. a signed consent form.
b. the telephone number of the diagnostic or inpatient facility.
c. the patient’s demographic information.
d. an oral or written order for the procedure from the physician.
The correct answer is: an oral or written order for the procedure from the physician.
All outpatient admissions and/or procedures begin with an order from the physician.
How can the medical assistant prevent fires?
a. Ensure power strips are not overloaded.
b. Turn off equipment that appears to be overheating or malfunctioning.
c. Follow manufacturers’ guidelines when storing potentially flammable chemicals.
d. Check electrical cords for cracks or fraying.
e. All are correct
The correct answer is: All are correct
The medical assistant can help prevent injuries and fires in a number of ways:
Numeric filing provides extra confidentiality to medical records.
TRUE OR FALSE
Numeric medical records are considered the most confidential.
The correct answer is: True
How should a medical assistant prepare for a phone interview?
a. Plan to take the call in a quiet environment.
b. Have a copy of the resume and cover letter available.
c. Create a list of questions to ask.
d. All are correct
e. Have a copy of the resume and cover letter available and create a list of questions to ask.
The correct answer is: Have a copy of the resume and cover letter available and create a list of questions to ask.
Tips for phone interviews include:
· Prepare for the interview just as you would for a face-to-face interview.
· Take the call in a quiet environment. Make sure no dogs or children are in the room. Be alone in the room.
· Pay attention to the caller. Do not use other electronic devices or use the bathroom during the call.
· Have a copy of your resume and cover letter.
· Have your list of questions.
· Have a glass of water available should you need it.
Patients belonging to a MCO usually are required to get a referral from their ____ before seeing a specialist.
a. HMO
b. EPO
c. PCP
d. CMS
The correct answer is: PCP
Patients seeking specialized care must first visit their assigned PCP to obtain a referral to a specialist or for more specialized therapy or care.
For legal purposes, what needs to occur when a patient fails to keep an appointment?
a. Call to determine reason for failed appointment.
b. Reschedule as soon as possible.
c. Place documentation in the patient health record and appointment schedule.
d. Classify the patient as a “deadbeat.”
The correct answer is: Place documentation in the patient health record and appointment schedule.
Failed appointments need to be documented in the patient’s health record as well as the appointment schedule, for legal purposes. A patient may try to claim abandonment, when he or she has actually been the one to miss the appointments. It is important to determine the reason for failed appointments and to do whatever is possible to remedy the situation. Telephone the patient to make sure no misunderstanding has occurred.
Privacy filters are also called privacy screens and are devices attached to monitors that allow visualization of the screen contents only if the user is directly in front of the screen.
True or False
The correct answer is: True
Privacy filters are devices attached to monitors that allow visualization of the screen contents only if the user is directly in front of the screen; also called monitor filters or privacy screens.