no charge
N/C on the charge slips means ________.
no change
no charge
no classification
no complaints
True
Patient education often begins when the patient calls for an appointment.
True
False
patients can pay all copayments at once
All the following are TRUE regarding copayments, EXCEPT ________.
patients can pay all copayments at once
patients must pay at the time of service
payments can be made with cash, a credit
card, or a check
copayments cannot be billed
False
Receptionists and other administrative personnel always wear scrubs.
True
False
"It's not my fault"
Which statement would NOT be helpful to say to an angry patient?
"I'm sorry there's a problem."
"Let's see how we can solve it."
"Let's find a quiet office where we can
discuss this."
"It's not my fault."
assignment of benefits
A(n) ________ authorizes the insurance company to send payments directly to the physician.
superbill
encounter form
assignment of benefits
charge slip
True
Strong perfume should not be worn at work as it could trigger some patients' allergies.
True
False
36
At least one portion of the reception desk should be no more than ________ inches high so that it is accessible to those in
wheelchairs.
20
26
30
36
All of these
Which of the following could be available in the reception area?
Magazines
Health brochures
Patient education information
All of these
False
Medical suppliers and pharmaceutical representatives must always take precedence over patients at the office.
True
False
Periodically
It is good practice for a receptionist to check on patients who are waiting in the reception area ________.
every few minutes
only if the patients are complaining
periodically
after an hour
attempt to calm the patient
If a patient becomes angry or starts speaking in a loud voice, the medical assistant should ________.
call the police immediately
keep his or her voice louder than the
patient's voice
attempt to calm the patient
call the physician immediately
performing a urinalysis
All of the following are duties of a medical receptionist, EXCEPT ________.
performing a urinalysis
keeping the reception area clean
helping new patients fill out new
paperwork
preparing bank deposits
False
Allow at least 60 minutes at the end of the day to close the office.
True
False
True
An important but sometimes overlooked role of the medical assistant is taking care of the reception area.
True
False
False
If the patient has been to the medical office before, escorting them to an examination room for their appointment is unnecessary.
True
False
receptionist
The ________ is the first person a patient will see upon entering the office.
physician
nurse
janitor
receptionist
steel toe
A receptionist's shoes must be all the following, EXCEPT ________.
steel toe
closed toe
skid resistant
clean
all of these
Which of the following tasks should a receptionist be able to perform?
Understand the needs of others.
Handle telephone emergencies.
Protect confidentiality.
All of these
explain that you are unsure but you will find out
When a patient asks a question that is beyond your scope and training, you should ________.
guess at an answer
give advice to the best of your ability
explain that you are unsure but you will
find out
None of these
all of these
Receptionists must ________.
have numeric skills
pay close attention to detail
be good spellers
All of these
touching the patient
Which of the following is NOT something that will help a receptionist make a good first impression?
Looking patients in the eye
Smiling
Touching the patient
Speaking clearly
two
The physician should be informed if a patient fails to keep ________ or more appointments.
one
two
three
four
preparing an injection
Which of the following is NOT the responsibility of a medical receptionist?
Closing the office
Documenting patient no-shows
Preparing an injection
Scheduling return appointments
weekly bathing
Basic hygiene includes all of the following, EXCEPT ________.
using a mild deodorant
good oral care
weekly bathing
clean clothing
True
Collating is filing all information and test results for a patient into that patient's medical record, and then sorting and organizing charts in the order in which the patients will be seen.
True
False
False
In general, a 1-hour wait is accepted by most patients.
True
False
chart
A patient's medical record, or ________, will contain information such as laboratory reports, radiology reports, and reports from consulting physicians.
chart
file
paperwork
folder
All of these
A list of daily appointments on an automated system is accessible to ________.
each physician
all individuals in the back office
medical assistants
All of these
Monday
The records of patients scheduled for Tuesday should be pulled and collated on ________.
Monday
Tuesday
Wednesday
Thursday
HIPAA
Individual healthcare providers must ensure that any computerized product purchased for the medical practice addresses ________ compliance issues.
HIIPA
HIPPA
HIPAA
HPPA
archived
Appointment files are ________ by placing the appointment books or backup disks in a storage container or facility and keeping them for several years as backup documentation.
stored
maintained
archived
managed
numbness after a cast application
Which condition should the assistant consider an emergency?
Numbness after a cast application
Unusually heavy vaginal bleeding
Pain when urinating
All of these
True
Some offices have the patient complete a self-addressed postcard that is used in an appointment reminder for a system known as a tickler file.
True
False
matrix
The medical assistant should note all unavailable times on the schedule, a process known as forming a ________.
matrix
appointment grid
time sheet
plan
triage
________ is the process of sorting or grouping patients according to the seriousness of their conditions.
Filtering
Discrimination
Assessing
Triage
time patterns
Using ________ is similar to matrixing off time within the schedule for catch-up time or unscheduled appointments.
time patterns
nonscheduled times
catch-up time
time shifts
open
When patients arrive without appointments and are generally seen in the order of arrival, the medical office is using the ________ hours scheduling method.
flexible
closed
open
streaming
write (CX) on the appointment sheet
When documenting a cancellation in a manual system, the receptionist should ________.
check off the cancellation box
write (CX) on the appointment sheet
add a note next to the original entry
circle the cancelled appointment with red
ink
obtain preauthorization from the patient's insurance company
When scheduling an inpatient surgical procedure, the assistant must ________.
categorize the procedure under urgent
obtain preauthorization from the patient's
insurance company
provide written instructions to the patient
via email
relay the surgery information to the
hospital manager
15
The time estimated to allot for a school physical would be ________ minutes.
5
10
15
60
acute conditions
________ are illnesses or injuries that patients suddenly experience that require treatment but may not be life-threatening.
Sudden injuries
Intermediate conditions
Acute conditions
Minor injuries
personal identification number
To protect the patient's identity and verify that the caller is the patient, some offices require a ________ to ensure security.
personal identification number
call back from the patient
voice recognition system
video call using a webcam
save time by not explaining if an alternate appointment time must be given
All of the following are professional guidelines for communicating with a patient when scheduling an appointment EXCEPT ________.
use the patient's name on the telephone
and in emails
save time by not explaining if an alternate
appointment time must be given
determine patient identity when speaking
on the phone
inform the patient of office policies for
cancellations
arrange for an ambulance
When a caller is experiencing an emergency and is unable to call EMS, the medical assistant should ________.
alert the doctor
arrange for an ambulance
call the next of kin
transfer the patient to 911
busy
Modified wave scheduling works best for ________ offices that tend to have many appointments of approximately the same length.
small
highly organized
busy
heavily staffed
wave
The purpose of ________ scheduling is to begin and end each hour on time.
day
wave
time
clock
Minimal staff training requirements
Which of the following is NOT an advantage of computerized appointment systems?
Automated patient reminders
Auditing of records and changes
Quick access to patient appointments
Minimal staff training requirements
grouping procedures
Scheduling by ________ involves scheduling patients who require similar procedures and examinations during a particular block of time.
specified time
modified wave
grouping procedures
open hours system
specified time
The drawback to ________ scheduling is that some patients may not provide enough information about their medical problems at the time the appointment is scheduled.
open hours system
double booking
procedure grouping
specified time
True
Building a free time block into the daily office schedule at the same time each day is very important.
True
False
pen
All matrixing and scheduling in a manual scheduling system should be done in ________.
pen
pencil
fine-point marker
highlighters
cycle
________ time is the length of time the average patient spends in the medical office.
Cycle
Patient
Average
Rotation
a copy of the surgeon's matrix
When a patient is scheduled for an outpatient surgical procedure, all the following are considered required information EXCEPT ________.
a copy of the surgeon's matrix
estimated length of time for the procedure
the physician's current diagnosis
preoperative instructions for the patient
all of these
When arranging a referral appointment, the receptionist should ________.
verify that the practice accepts the
patient's insurance
provide the patient with directions to the
referral appointment location as needed
record the referral appointment in the
patient's chart
All of these
overbooking
In every medical office, policies and procedures should clearly establish when ________ is appropriate.
underbooking
overbooking
staggered scheduling
double grouping
False
All medical offices use the same method for appointment scheduling.
True
False
the patient has not seen a physician within the practice for more than three years
A patient is considered "new" to a practice if ________.
the patient has been seen by a different
physician within the practice
the patient cannot remember ever being a
patient at the practice
the patient has not seen a physician within
the practice for more than three years
the patient has not seen a physician within
the practice for at least 12 months
true
A medical assistant may sometimes need to schedule a referral appointment for a patient.
True
False
cascading wave
Which of the following is NOT a method of scheduling?
Cascading wave
Specified time
Wave
Open hours