Patient Reception and Interacting with Patients exam jeopardy for administrative class

How can the medical assistant be a good communicator?

By being effective in sending and receiving messages.

Examples of body language in communication

Arm gestures, facial expressions, and turning one's head.

When should closed questions be used during patient interviews?

When looking for short or one-word answers from the patient.

Measures to improve communication with patients who have impaired understanding

Speaking slowly, repeating info differently, using gestures, and maintaining eye contact.

What function do ego defense mechanisms serve?

They protect against being overwhelmed by painful feelings.

How should the medical assistant respond if a patient facing a terminal illness uses denial?

Accept the denial without reinforcing it.

Primary reason for regularly soliciting feedback when communicating with patients

To be sure that they understand what has been said.

True/False: Reassure an anxious patient by saying everything will be fine.

False; avoid false reassurances.

True/False: Touch patients as much as possible to convey caring.

False; keep touching only to when necessary.

Sociologist credited with defining the eight stages of growth and development

Erik Erikson.

Action to prepare the telephone system for the day's activities

Notify the answering service that the office is open.

Why acknowledge everyone who enters the office as soon as possible?

It prevents patients from feeling awkward or ignored.

What is assignment of benefits?

When the office accepts payments directly from the insurance company.

HIPAA requirement related to the statement of privacy practices

The patient signs a form acknowledging the opportunity to read or receive a copy.

Items typically included on a written referral

Number of visits, problem or diagnosis, referring physician, and referred physician.

When is the patient placed in an examination room?

After all front office paperwork is completed.

True/False: Perform a daily visual check of the office for safety hazards.

True.

True/False: Lock paper medical record files when closing the office.

True.

What document is required to see a physician other than the primary care provider under managed care/HMO?

A referral form.

How does the medical assistant verify that insurance covers an in-office procedure?

Call the insurance carrier.