Final Exam

Which of the following best describes a purchase order?

A form used to order supplies or equipment for a medical facility

Which of the following best describes a responsibility of a medical assistant in managing office supplies?

Establishing regular inventory and ordering times, and stocking and rotating stock of supplies

Which of the following best describes scheduling systems used in medical facilities?

Electronic (computer software) and appointment book

Which of the following best describes the purpose of a matrix in a medical office scheduling system?

To schedule patient appointments around times when the physician is unavailable

Which of the following best describes the goals of appointment scheduling systems in a medical office?

To create a smooth flow of patients and minimize wait times.

Which of the following scheduling techniques is also known as Time Specific scheduling?

Stream scheduling

Which of the following is the definition of an established patient?

A person who has received professional services from a physician or a physician in the same group practice within the previous 3 years

Which of the following forms would a new patient be required to fill out?

Medical history

Notice of Privacy

HIPAA release forms

Which of the following medical abbreviations represents a complete physical exam?

Complete Physical Exam (CPE)

What does the abbreviation "F/U" stand for in medical appointments?

Follow up appointment

Which of the following is true about a superbill or encounter form in medical settings?

It is created when the medical assistant and physician see the patient in person.

What is the purpose of having policies in place for cancellations and no-shows in medical settings?

To ensure that appointments are filled and resources are not wasted.

A medical assistant notes the abbreviation "NS" next to several appointments from the previous day's office schedule. Which of the following is the correct description of this abbreviation?

No show 

Which of the following methods of organization should a medical assistant use to track inventory of clinical supplies?

Spreadsheet 

Which type of matrix is used in most urgent care centers?

Open-Hours

Which type of matrix is being used when three patients are scheduled at the same time at the top of the hour and patients are seen in the order they arrive?

Wave

Which type of matrix is being used when two patients are scheduled at the top of the hour and a third patient is scheduled for 30 minutes later?

Modified Wave

Which type of matrix is being used when two are patients scheduled at the same time?

Double booking

Which type of scheduling groups patients with similar exam types, conditions, or treatments, within a certain time block during the day?

Cluster 

Which type of form is created for billing purposes after the patient is seen by both the medical assistant and physician?

Superbill 

Which of the following is not correct regarding scheduling appointments?

Using abbreviations

The medical assistant is making a follow-up appointment for a patient that was just seen by the provider. What is the best way to ensure the patient remembers the appointment?

Give the patient an appointment card.

Which of the following allows a patient to confirm or cancel an appointment remotely?

Automated call routing

Which of the following tasks is the responsibility of a medical assistant when scheduling an outpatient surgical procedure?

Provide the patient with specific preoperative directions.

When a patient does not show up for an appointment, what should the medical assistant do?

Document the no-show in the patient’s record.

If the medical assistant takes a call from a patient that is deemed an emergency, what should the medical assistant do?

Keep the caller on the phone, call EMS, and stay on the phone until help arrives.

A medical assistant is speaking with a patient concerning a telehealth visit. What is one of the main points that should be verified with the patient?

Ensure the patient has a camera on their device.

For how long is a new patient appointment typically scheduled for?

45 min - 1 hour

Which patient would be considered a new patient to the clinic?

A patient that was seen by the provider over 3 years ago

Which of the following are commonly used in medical offices for billing and invoicing purposes?

Preprinted statements

What is the most common size of envelopes used in medical offices?

No. 10

Which of the following are common elements of the closing of a business letter?

Complimentary closing

Which of the following should be remembered while composing an email in a medical office?

Use proper punctuation, grammar, spelling, and appropriate subject lines

Which of the following is important to remember when handling telephone calls in a medical office?

Use proper telephone etiquette

Which of the following is important to remember when placing patients on hold during a phone call in a medical office?

Ask the patient if it is okay to place them on hold and offer to call them back if needed

A patient calls into the office to report that a medication is not working. Which of the following responses should the medical assistant make?

“I will notify the provider about your situation.”

Which of the following calls is typically not handled by a medical assistant?

Patient requests to discuss their symptoms

Which of the following effective steps did the medical assistant in the previous video take to manage incoming calls?

Ask the purpose of the call and decide how to handle it

Which of the following messages is appropriate to leave on a patient's voicemail?

Changes to upcoming appointments

What is the appropriate course of action when unable to resolve a situation with a patient or co-worker?

Adhere to the chain of command

Which is the body of the letter?

D

Which is the complimentary closing of the letter?

E

Which is the letterhead?

A

Which is the opening of the letter?

C

Which is the heading of the letter?

B

A medical assistant is speaking with a patient in the reception area who is verbally angry about having to wait for her appointment. Which of the following actions should the assistant take?

Invite the patient into a private area of the clinic to speak. 

A medical assistant receives a telephone call from a parent whose child has ingested a cleaning solution. Which of the following actions should the medical assistant take?

Instruct the parent to call the Poison Control Center. 

A medical assistant is caring for a patient who does not speak English proficiently. Which of the following actions should the medical assistant take?

Request an interpreter. 

Which of the following is the appropriate way to put a patient on hold?

"Hi, thank you for calling Dr. Chan's office. May I please place you on a brief hold?"

Which method of mail is considered the most secure to maintain compliance with HIPAA?

Registered mail

Which is not one of the 5 Cs of communication?

Comfortable

Clear
Concise
Concrete
Correct
Coherent

Which is appropriate to leave on a patient’s voicemail?

A message to call the office

A medical assistant is preparing business correspondence. Which of the following is a characteristic of a block style letter?

All lines are flush with the left margin

In which of the following locations should the inside address appear in a business letter?

Between the dateline and the salutation

A patient in the waiting room approaches a medical assistant and states, “I’ve been waiting 30 minutes to see my doctor. Can’t you do something?” Which of the following responses by the medical assistant is an example of active listening?

“You sound frustrated about how long you’ve been waiting.”

Which is true regarding writing a professional email?

Provides a permanent, traceable record of communication.

Before faxing sensitive patient information, the medical assistant should be sure to?

Include a cover page that discloses that confidential information is attached.

Which is not true about using a personal cell phone in the medical office?

Place the phone on vibrate while inside a medical office.

To be a successful member of a team, which of the following actions should a medical assistant take? 

Demonstrate willingness to perform extra duties. 

A medical assistant is preparing a business correspondence. Which of the following a business correspondence. Which of the following is a characteristic of the modified block letter style?  

The complimentary closing is centered on the page.  

A medical assistant is checking in a patient who is hearing impaired. Which of the following actions should the assistant take? 

Stand within the patient's field of vision.

A medical assistant is providing discharge instructions for a patient who is visually impaired. Which of the following actions should the assistant take?  

Notify the patient when entering the room. 

A medical assistant is checking in a patient who does not speak the same language as the assistant. Which of the following actions should the assistant take?  

Ask a bilingual staff member to assist with communication. 

Which of the following elements is essential for successful teamwork?  

Related short-term and long-term goals 

A medical assistant is engaging in conversation with a patient who was recently terminated from the practice. The patient has come to the office and is demanding an explanation. Which of the following actions should the assistant take? 

Acknowledge the patient's concern. 

During the admission process, a patient explains the manifestations of his chief complaint to the medical assistant. Which of the following actions should the assistant take? 

Document the patient's concerns in the medical record.

When communicating on the telephone with a patient, which of the following actions by a medical assistant demonstrates the use of appropriate technique for outgoing calls? 

Allowing the patient to be the one to end the call 

A medical assistant is approached by a patient who is angry and yelling. Which of the following actions should the assistant take? 

Remain calm. 

A medical assistant is caring for a patient who is frustrated and states, "My doctor doesn't have any idea how to treat my condition." Which of the following responses by the assistant is an example of therapeutic communication?  

"Are you saying that you don't think your provider knows how to help you?" 

A medical assistant is speaking with a patient. Which of the following might occur as a barrier to communication? 

Stereotyping  

When communicating with busy colleagues, what is the most effective approach to ensure clear and productive discussions?

Start conversations with the main point and include key information, propose solutions, answer questions, and provide closure.

In dealing with a hesitant patient, how can you effectively balance open-ended and closed questions to gather essential health information?

Start with a few closed questions to make the patient feel more at ease, then gradually transition to open-ended questions to explore deeper insights as the patient becomes more comfortable.

When sending emails in a healthcare setting, which of the following practices is crucial for maintaining security and professionalism?

Ensuring encrypted services or password-protected emails are used, especially for discussing Protected Health Information (PHI).

What approach should you take to effectively communicate the medication regimen to an older adult patient who has hearing difficulties?

Speak louder and more slowly, use written instructions in a larger font, and rephrase explanations for clarity.

You are working at a hospital. A new patient, Mrs. Rodriguez, has arrived for her appointment. When handed the medical history form, Mrs. Rodriguez hesitates and appears uneasy. You quickly recognize that Mrs. Rodriguez primarily speaks Spanish and might struggle with understanding the English form. What steps should you take to help Mrs. Rodriguez?

Find a bilingual colleague or a medical interpreter to help Mrs. Rodriguez understand and complete the form accurately.

Which of the following is considered a form of written communication?

Sending an encrypted email

When composing an email to a colleague regarding a patient case, it is important to:

Maintain patient confidentiality and professional tone

When answering a phone call at a healthcare facility, which of the following should you NOT do?

Speak in a muffled voice and use technical jargon

When sending an email containing Protected Health Information (PHI), what is the most important security measure that must be followed according to HIPAA guidelines?

Encrypt the email or protect it with a password before sending

What is best practice for healthcare professionals when gathering information from a patient about their health concern?

Ask open-ended questions that encourage patients to describe their symptoms and concerns in their own words

When receiving a phone call from another healthcare professional asking for patient information, you should:

Confirm the identity of the caller and their right to access the information before sharing

You are receiving confidential patient information from a provider over the phone, but the call is difficult to understand due to background noise. Which of the following steps should you take to ensure the information is received accurately?

Repeat key information to confirm your understanding and document the information immediately

A new patient walks into the healthcare facility. To encourage effective communication, what is the most appropriate action to take?

Smile, introduce yourself, and maintain eye contact with the patient

A patient who recently experienced a stroke has a speech impairment and is struggling to communicate with you. What should you do?

Ask if they would prefer to communicate by writing and supply them with a notepad and pen. Use visual aids as well

How would you adapt your communication when dealing with a patient who is a child?

Kneel down to their eye level and use simple, clear language

Which of the following is the most widely used method for filing?

Alphabetic

Which of the following statements is true regarding numeric filing?

It allows for unlimited expansion.

Which electronic record is controlled solely by the patient and can be stored on secure internet sites?

Personal health record (PHR)

Which of the following steps should be taken when correcting an entry in an EHR?

Use a new entry for corrections (addendum)

Which of the following is considered a part of a patient's social history?

Alcohol use
Past Tobacco use
Highest level of education
Occupation

Which of the following is part of the pain assessment process?

Asking what makes the pain worse and better

Which of the following best describes the chief complaint? 

The patient’s own words for the purpose of the visit

Which of the following is a health maintenance marker that should be documented in all patients over the age of 50?

Date of last colonoscopy

Which of the following would you document as a symptom of an allergic reaction after taking a medication?

The patient developed a rash

Which vaccine is not documented under vaccination history?

Measles, Mumps, Rubella (MMR)

Which of the following would be the best classification for the conditions depression/anxiety/bipolar/suicidal found in the Personal Medical History?

Mental health

Which of the following would be the best classification for the conditions alcoholism/drug abuse found in the Personal Medical History?

Substance abuse

Which of the following would be the best classification for the conditions hypothyroidism/thyroid disease found in the Personal Medical History?

Which of the following categories would the symptoms of polydipsia, polyphagia and heat intolerance fall into under the Review of Systems?

Endocrine

Which of the following would be the best classification for the conditions emphysema/COPD found in the Personal Medical History?

Pulmonary

Which of the following is included in Family Medical History? 

Family history of stroke