Question 1 (2.5 points)

When a patient calls for an appointment, which question should you avoid asking?

Question 1 options:

	a) Can you spell your name?
	b) What is your birthdate?
	c) When would you like to come in?
	d) What is the purpose for the appointment?

Question 2 (2.5 points)

What is an example of capital equipment found in the medical office?

Question 2 options:

	a) Ink cartridges
	b) Computer
	c) Paper
	d) Syringes

Question 3 (2.5 points)

Insurance companies compensate _______ at a higher level.

Question 3 options:

	a) established patients
	b) new patients
	c) referrals
	d) patients with preexisting conditions

Question 4 (2.5 points)

Which one of the following choices is also known as a superbill?

Question 4 options:

	a) Queue
	b) Encounter form
	c) Assignment of benefits
	d) Copayments

Question 5 (2.5 points)

Which one of the following choices is a duty of a patient receptionist?

Question 5 options:

	a) Choosing a new computer system for the office
	b) Updating HIPAA guidelines
	c) Refusing service to a patient
	d) Taking care of an argument between patients in the waiting area

Question 6 (2.5 points)

A disorganized reception area may convey to patients that

Question 6 options:

	a) there’s a high level of efficiency.
	b) the doctor is out of the office.
	c) there’s no computerized data system.
	d) an office doesn’t know how to handle patient information.

Question 7 (2.5 points)

Which one of the following choices is an example of an acute condition?

Question 7 options:

	a) Earache
	b) Convulsions
	c) Plantar warts
	d) Fracture

Question 8 (2.5 points)

Many medical offices change _______ every 60 to 90 days for security purposes.

Question 8 options:

	a) tablets
	b) software
	c) passwords
	d) office staff members

Question 9 (2.5 points)

Which one of the following items should not be listed on a patient’s sign-in sheet?

Question 9 options:

	a) Patient’s name
	b) Reason for visit
	c) Physician’s name
	d) Arrival time

Question 10 (2.5 points)

Younotice that the entire staff seems to be overwhelmed during peak hoursalmost every workday. Which scheduling method might be the cause ofthis?

Question 10 options:

	a) Modified wave scheduling
	b) Open office hours
	c) Grouping procedures
	d) Double-booking

Question 11 (2.5 points)

If you’ve been seen by a physician in the last three years, you’ll be categorized as a/an _______ patient.

Question 11 options:

	a) established
	b) new
	c) triage
	d) recurring

Question 12 (2.5 points)

When arranging the waiting area, how wide should the open space be for wheelchairs?

Question 12 options:

	a) 29-30 inches
	b) 31-35 inches
	c) 36-44 inches
	d) More than 45 inches

Question 13 (2.5 points)

PatientSmith is seen by the doctor today. The patient’s next appointment isscheduled for four weeks from today. This process is known as

Question 13 options:

	a) wave scheduling.
	b) follow-up consulting.
	c) buffer timing.
	d) advanced booking.

Question 14 (2.5 points)

The length of time the average patient spends in a medical office is known as

Question 14 options:

	a) specified schedule time.
	b) cycle time.
	c) double booking.
	d) modified wave scheduling.

Question 15 (2.5 points)

Being organized and efficient is the first step in

Question 15 options:

	a) insurance processing.
	b) scheduling patients.
	c) making a checklist.
	d) entering patient information.

Question 16 (2.5 points)

Thedrawback to _______ scheduling is that some patients may not provideenough information about their medical problems at the time theappointment is scheduled.

Question 16 options:

	a) open-hours system
	b) double-booking
	c) procedure grouping
	d) specified time

Question 17 (2.5 points)

Seating that provides good support and can be easily _______ is most suitable for the patient reception area.

Question 17 options:

	a) replaced
	b) removed
	c) discarded
	d) cleaned

Question 18 (2.5 points)

Which one of the following choices could be a violation of HIPAA?

Question 18 options:

	a) The receptionist scheduled an appointment for one patient on the telephone while another patient waited at the front desk.
	b) The receptionist asked the patient to check that her address information is correct.
	c) The office manager took a business call on her mobile phone on the way to work.
	d) The receptionist and office manager privately discussing a patient’s condition at lunch in a restaurant.

Question 19 (2.5 points)

Allowing time in a schedule for emergency appointments is called creating

Question 19 options:

	a) time patterns.
	b) advanced booking.
	c) tickler files.
	d) triage.

Question 20 (2.5 points)

Which one of the following choices could be considered a violation of HIPAA?

Question 20 options:

	a) Using a sign-in sheet in the waiting room
	b) Forgetting to make a copy of the patient’s insurance card
	c) Discussing patient name and address information loudly in front of other patients
	d) Placing an appointment list on the top of a stack of patient records

Question 21 (2.5 points)

Which one of the following choices could create a communication barrier when speaking with patients?

Question 21 options:

	a) Asking them questions to better understand their situation
	b) Using medical terminology and abbreviations
	c) Making direct eye contact
	d) Moving out of the patient’s personal space

Question 22 (2.5 points)

_______ is the willingness or ability to understand what a patient is feeling because you have experienced the same feelings.

Question 22 options:

	a) Nonverbal communication
	b) Verbal communication
	c) Empathy
	d) Sympathy

Question 23 (2.5 points)

Amedical assistant asks a patient, “Would you say the pain is low,moderate, or severe?” This is an example of what type of question?

Question 23 options:

	a) Close-ended
	b) Open-ended
	c) Probing
	d) Leading

Question 24 (2.5 points)

Whichone of the following choices was created by the CDC to ensure thesafety of healthcare workers no matter what type of healthcare facilitythey work in?

Question 24 options:

	a) Universal precautions
	b) RACE
	c) GCFI
	d) Material Safety Data Sheets

Question 25 (2.5 points)

Where is the physician office required to keep the MSDS?

Question 25 options:

	a) In a locked filing cabinet
	b) In the computer system
	c) In the HAZCOM binder
	d) With HIPAA

Question 26 (2.5 points)

Which one of the following incidents must be reported to the police?

Question 26 options:

	a) A prescription pad is discovered missing.
	b) A patient slips and falls on the wet floor.
	c) A patient overhears a confidential discussion about another patient.
	d) A medical assistant receives a needlestick.

Question 27 (2.5 points)

Aphysician writes a prescription, and then the medical assistant callsthe prescription into the local pharmacy. The prescription representswhich part of the communication process?

Question 27 options:

	a) Source
	b) Message
	c) Channel
	d) Receiver

Question 28 (2.5 points)

Aphysician writes a prescription, and then the medical assistant callsthe prescription in to the local pharmacy. Calling in the prescriptionrepresents which part of the communication process?

Question 28 options:

	a) Source
	b) Message
	c) Channel
	d) Receiver

Question 29 (2.5 points)

If a sheet of paper from the notepad you use to take proper messages has patient information on it, it must be

Question 29 options:

	a) shredded.
	b) thrown away.
	c) erased.
	d) given to the patient.

Question 30 (2.5 points)

When should a medical assistant wear a face shield?

Question 30 options:

	a) Routinely as part of PPE
	b) Whenever possible spray with infectious materials is anticipated
	c) If gross contamination of clothing during a procedure is expected
	d) If contact with an open wound is expected

Question 31 (2.5 points)

Younotice that Mrs. Jones always plays with her phone case while thedoctor summarizes her treatment. The patient may have which type oflearning style?

Question 31 options:

	a) Auditory
	b) Visual
	c) Kinesthetic
	d) Mixed

Question 32 (2.5 points)

Which one of the following choices is a sign of a good listener?

Question 32 options:

	a) Typing notes while the speaker is talking
	b) Judging what the person says to provide an immediate response
	c) Crossing your arms and sighing
	d) Asking questions to clarify something the speaker said

Question 33 (2.5 points)

If an employee refuses the hepatitis B vaccine, he or she

Question 33 options:

	a) must sign a waiver.
	b) must be informed that the vaccine can’t be refused.
	c) must have a note from the doctor.
	d) can’t work as an employee.

Question 34 (2.5 points)

To determine in which order multiple calls should be handled, medical office assistants should

Question 34 options:

	a) perform telephone triage.
	b) review policies and procedures.
	c) follow the script.
	d) ask the physician.

Question 35 (2.5 points)

Theoffice manager quit after she was exposed to possibly contaminatedblood. According to OSHA, the physician must keep the former employee’srecord proving that she reviewed the exposure control plan andinformation about the exposure for how long?

Question 35 options:

	a) 3 months
	b) 3 years
	c) 13 years
	d) 30 years

Question 36 (2.5 points)

Whenmaking reminder calls and doing callbacks, if the person who answersthe phone is not the patient and asks you why you are calling, youshould

Question 36 opti

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