chapter 3 test bank MEDA

Which of the following involves careful listening, observing, speaking, and writing?

communication skills

A personal qualification of being an effective and productive medical assistant is to ________?

show respect to patients

Which of the following includes quickly evaluating circumstances, solving problems, and taking action?

critical thinking

When a patient with the flu describes how he/she has been unable to sleep, the empathic medical assistant responds with?

"I know how the flu can disrupt sleep."

A medical assistant working in a pediatrician's office who takes a continuing education class on child development demonstrates ________?

growth

The need for ________ occurs when a provider's schedule changes to include evening and weekend hours in order to service more patients?

flexibility

What is the term for the ability to identify with and understand another person's feelings?

empathy

A medical assistant demonstrates ________ when deciding that an unscheduled patient, with chest pain, should see the provider before a scheduled patient?

professional judgment

When a patient has a stroke in the provider's reception area, it is essential for the medical assistant to first ________?

remain calm

A medical assistant who completes all work and documents all of the day's activities before leaving for the day is demonstrating ________?

professionalism

As a medical assisting professional, your attitude ________?

allows you to learn from criticism

An example of a behavior that reflects integrity in a medical assistant is ________?

being honest

Which of the following personal qualifications is necessary for the overall efficiency of the medical facility?

willingness to work as a team member

Mr. Ringsmuth is agitated and is talking loudly at the front desk because his appointment time has passed. The receptionist has had no success in calming him down and asks you to intervene. You apologize to Mr. Ringsmuth for the delay and quietly explain that the provider had an emergency call and is running about 30 minutes behind in appointments. You reassure Mr. Ringsmuth that he will see the provider shortly and will have adequate time for his appointment. Which professional behavior are you exhibiting?

communication

Kendra is having a busy morning. The phone is ringing almost constantly, and several patients have approached the reception window with questions. Kendra answers the phone, determines that the patient who is calling does not have an emergency, and asks if she can call him back. She then deals with the patients who have questions. Within 30 minutes, Kendra telephones the patient who called earlier. By returning the telephone call in a timely manner, Kendra is exhibiting which professional behavior?

integrity

When organizing tasks on a very busy day, the medical assistant is displaying which professional behavior?

prioritizing

Zeke is a medical assistant at Bedford Clinic. His primary job responsibility is working with Dr. Garcia, but Dr. Garcia is currently on vacation, so Zeke's duties are light today. He notices that the two medical assistants in the reception area are swamped with work, so he offers to lend a hand. Zeke is exhibiting the professional behavior of ________?

teamwork

Which of the following are key strategies for ensuring your success as a medical assistant?

critical thinking, time management, and stress management

One of the effects of good time management is ________?

eliminating the stress of work overload

Which of the following is an example of a soft skill?

being dependable

Which of the following is not an example of a hard skill?

being honest

Kaleb is instructing a patient on how to care for the cast on her right arm. When he asks the patient if she has any questions, she says, "I work at an aquarium. I can avoid submerging the cast in water, but I cannot avoid water splashes entirely. Will there be any bad effects if I keep the entire cast covered with plastic all day, every day?" Kaleb does not know the answer, so he asks her to wait while he finds out the answer. She tells him not to bother, but he insists on finding the answer for her. Kaleb's behavior shows ________?

a good work ethic

The minimum proficiencies necessary to do a job are known as ________?

hard skills

Showing up for work on time every day is an example of what type of skill?

soft skill

You will experience ongoing assessment of your professional behaviors in all of the following environments except ________?

your favorite hobby

The first step in the problem-solving process is to __________?

identify the problem and define it clearly

Tracy works in the billing and coding department of a busy outpatient clinic. She receives a phone call from an irate patient who claims he was overcharged by $246.73 for a recent procedure. Tracy could not immediately find the patient's record, so she followed the problem-solving steps and implemented what she considered to be the best solution

tell the patient that she would look into it and call the patient back. The patient becomes even angrier, saying that he "will not stand for being put off like that." What should Tracy do now?

Which of the following occurrences is not likely to be a cause of stress?

making a good grade on a test

When Caitlin arrives at the clinic to begin her shift as administrative medical assistant, the phone is ringing, a coworker comes over with a question about a patient, the provider wants her to check on lab results for another patient, and a patient is standing at the desk in the reception area waiting to be helped. What is the first thing Caitlin should do?

prioritize all of the tasks

Which of the following is not one of the stages that lead to burnout?

boredom phase

Which of the following statements describes someone who is experiencing the awakening phase in the stages that lead to burnout?

you realize that your initial expectations were unrealistic.

Which of the following actions is most likely to help a person reduce stress?

Identify sources of conflict and try to resolve them.

Soft skills are difficult to observe and evaluate because they reflect a person's ________?

attitudes

Your work ethic is the result of your ________?

professional behaviors

Knowing what you know and what you don't know is part of being ________?

self-confident

Continuing in spite of difficulties, being determined, and overcoming obstacles are characteristics of a person who is ________?

persistent

Which of the following statements describes knowledge?

Understanding the "why" of what you are doing

Two aspects of being organized are ________?

time management and prioritizing

Which of the following is a typical result of teamwork in a healthcare facility?

Job satisfaction is high.

Which of the following is not considered part of team dynamics?

taking credit for individual successes

After listening to Hailey, a new employee, discussing a past due account with a patient, Lynda quietly takes Hailey aside and suggests a more diplomatic way to have handled the situation. Hailey thanks Lynda for the suggestion and says she will remember it in future conversations with patients. What professional characteristic is Hailey displaying?

acceptance of criticism

Which of the following is not a technique for maintaining professional boundaries with a patient?

Agree to meet the patient outside the workplace.

Brent is attempting to interview a woman who came to the clinic because she is having pains in her side. He is trying to find out the type and level of pain she is experiencing, but every time he asks her a question, her husband answers for her. She has not spoken a single word to Brent during the entire interview. Brent is becoming a little annoyed, but he smiles and carries out the interview as best he can. He treats both the woman and her husband with great respect. Which professional behavior is Brent displaying?

respecting cultural diversity

An 8-year-old girl is brought to the outpatient clinic by her mother, who states that the child fell while playing and may have broken her arm. You gently ask the child if you can look at her arm, but she runs to the corner of the room and crouches down, terrified. A closer look reveals half-healed bruises on both arms. You leave the room and report to the licensed practitioner that you suspect that the child is being abused. In doing this, what professional behavior is being displayed?

patient advocacy

The first impression the medical assistant will make on patients, coworkers, and providers is their ________?

appearance

Which of the following is not recommended for maintaining a professional appearance?

wearing clothes in the latest fashion

Dorothy is a 6-year-old child who has severe asthma and comes in frequently for checkups. She is a happy, friendly child, and the entire office is fond of her. One day you notice a coworker giving Dorothy a little handmade ragdoll. Which professional behavior does your coworker need to improve?

professional boundaries

Which of the following is not included in the professional behavior of comprehension?

Releasing information

When a medical assistant working with a terminally ill patient tries to understand how the patient feels about his or her experience without ever going through that type of experience, the medical assistant is showing ________toward the patient?

empathy

What phase of burnout is an individual in when early enthusiasm and energy give way to chronic fatigue and irritability?

brownout phase