Interactive Review Questions Flashcards
A business letter should be folded in which of the following positions when using a standard No. 10 envelope?
A. half, horizontally
B. half, vertically
C. thirds, face-up
D. quarters, face-down
C. thirds, face-up
To ensure the letter fits in the envelope and can be removed easily and intact, a business letter is folded into equal thirds with the head of the letter facing upwards (with the greeting side on the inside). Folding a letter into fourths or half (both horizontally or vertically) will simply prevent the letter from fitting into the envelope.
When writing a business letter, the medical assistant should include which type of punctuation following the salutation?
A. semi-colon
B. hyphen
C. comma
D. colon
D. colon
A salutation is followed by the colon (introductory greeting) flush with the left margin in a professional letter. It is generally considered appropriate use of punctuation in business letter writing. (Example: Dear Mr. Martinez:) A semi-colon, hyphen and comma are not generally used in a salutation but are commonly used within sentences.
When composing a business letter, how should the medical assistant properly indicate copies of the letter are being sent to others?
A. List the names below the sender’s name.
B. Enter “Encl” followed by the names.
C. Enter “Re” followed by the names.
D. Enter “cc” followed by the names.
D. Enter “cc” followed by the names.
Underneath the signatory section, the CC indicates a carbon copy has been included and names the individual in receipt of the copy. “Encl” would be used if another document was being sent with the cover letter and “Re” means Regarding (and is followed by a subject line). Just listing names below the signature line does not convey direction or purpose.
The medical assistant aligns all parts of a business letter at the left margin. This is an example of which of the following letter formats?
A. Simplified letter style
B. Full block style
C. Modified block style
D. Semi block style
B. Full block style
A Full Block Style is the recognized alignment for most business communications. The date, salutation, paragraphs and signature block are all flush with the left margin. This is the most common business letter format not simplified, modified or semi block styles.
Which of the following is an inappropriate complimentary closing for a business letter?
A. “Sincerely”
B. “Respectfully”
C. “Best Regards”
D. “Wishing You the Best”
D. “Wishing You the Best”
The closing salutation on all correspondence in a physician’s office must be professional. Wishing You the Best is friendly but not as professional as Sincerely, Respectfully, Best Regards or Regards.
What five pieces of information must be available on every sample in the laboratory?
A. Full name, unique identifier, date of collection, time of collection, tests collected
B. Full name, insurance information, patient location, date of collection, time of collection
C. Full name, insurance information, patient location, tests collected, time of collection
D. Full name, unique identifier, date of collection, time of collection, collector’s identity
D. Full name, unique identifier, date of collection, time of collection, collector’s identity
Full name, unique identifier, date of collection, time of collection, and the collector’s identity are required for each patient specimen or sample in the medical laboratory. The insurance billing information and list of tests ordered will be in the patient account information, but not necessarily part of the patient test sample label.
Recording the patient’s critical glucose value in the medical record is an example of which of the following?
A. good laboratory practices (GLPs)
B. competency evaluations
C. threshold values
D. quality control (QC)
A. good laboratory practices (GLPs)
All “critical” lab values should be recorded in the medical record as a matter of good laboratory practice. Many times, critical lab values are also called to physicians or nursing staff as well. A patient’s glucose level would not be part of staff competency evaluations, threshold values, or QC.
Which of the following questions should the medical assistant ask to gain the most pertinent information about the patient’s chief concern while taking her history?
A. What medications are you currently taking?
B. What brings you in to see the doctor today?
C. On a scale of 1-10, where would you rate your pain?
D. When was your last menstrual period?
B. What brings you in to see the doctor today?
A patient answering an open ended question is able to expand on what is of current concern to them. It encourages the patient to communicate specific details to effectively provide appropriate care and address the health issue. The other choices are closed-ended questions eliciting a simple answer that may not lead to their submitting further pertinent information.
Which of the following is an appropriate way to greet a patient?
A. “Welcome to Dr. Doe’s office. My name is John. How may I help you?”
B. “Can you please sign in on the registration form?”
C. “Can I please see your insurance card and ID?”
D. “Good Afternoon. According to our records your copayment is…”
“A. Welcome to Dr. Doe’s office. My name is John. How may I help you?”
Welcoming a patient, identifying yourself to them and asking an open ended question, is open communication that is both warm and professional. The other questions do not lead to open communication but are abrupt and are examples of a closed communication style.
A patient presents to the medical office stating the following: “I was previously seen for a physical exam and the EOB I received contained an error regarding my medical coverage. The doctor ordered blood screening for hypercholesterolemia, and I’m out of my blood pressure meds.” Which of the following questions should the medical office assistant ask the patient first?
A. Were you referred by a physician?
B. Which insurance carrier do you have?
C. Will you be paying for the bill?
D. Did the doctor say you needed to be seen today?
D. Did the doctor say you needed to be seen today?
The patients statement does not provide enough information necessary to proceed with properly assisting the patient. The medical office assistant first needs to determine if the patient was told by the doctor of the need for an office visit. What insurance the patient has, their method of payment or if they were referred to the practice isn’t the first thing the medical office assistant would need to assist this patient.
When handling a patient complaint, which of the following actions by the medical assistant demonstrates professionalism?
A. Aggressively defend the interests of the practice.
B. Thank the patient for making you aware of their concern.
C. Avoid speaking to the patient directly.
D. Notify the physician immediately.
B. Thank the patient for making you aware of their concern.
Acknowledging the patient’s feelings (and even offering thanks for being made aware of the concern) promotes a respectful, resolution-centered climate in which to address the issue. This response lets the patient know the complaint will be taken seriously. It is a sign of professionalism and respect to speak directly to the patient, even if that patient is complaining. It is not recommended to become aggressive in any situation (it could escalate instead of resolve the issue), even in defense of the interests of the practice. The physician does not necessarily need to immediately be made aware of every complaint.
The medical assistant is preparing to escort a patient with a prosthetic limb, due to complications from diabetes, to a room. Which of the following actions by the medical assistant is appropriate?
A. ask the patient if they need extra assistance before helping
B. move the patient ahead to be seen by the physician
C. obtain a blood glucose spot check before moving the patient
D. provide large print educational materials for possible retinopathy
A. ask the patient if they need extra assistance before helping
Asking if the patient needs assistance displays effective communication when giving the patient a choice of assistance, acknowledges the patients independence, and provides a safe, caring, therapeutic environment for them. Making false assumptions is not appropriate in this situation.
A medical assistant maintains a positive, caring demeanor when the office is running 45 minutes behind on scheduled appointments. This action is most indicative of which of the following workplace behaviors?
A. professionalism
B. active listening
C. confidentiality
D. assertiveness
A. professionalism
Keeping a calm, positive, caring demeanor in the office, especially when busy or behind, is an example of professionalism. Presenting a professional demeanor in the medical office instills trust and confidence in care received. Confidentiality should always be maintained as well, and medical professionals should be careful not to become complacent during busy days. Professional assertiveness is sometimes necessary to keep things running on pace. Sometimes during busy days, active listening can suffer because medical personnel may be thinking of the heavy workload or delayed care and not focusing on the patient in front of them. Busy and behind-schedule days occur in every medical practice. Professionalism is a key factor that helps maintain a good standard of care.
Which of the following actions by the medical assistant reflects professional telephone etiquette? (Select the three (3) correct answers.)
A. requesting permission before placing a caller on hold
B. speaking clearly with a pleasant tone
C. verifying the patient’s full name and date of birth
D. answering an incoming call by the tenth ring
E. reassuring a patient their prescribed medication will work soon
A. requesting permission before placing a caller on hold
B. speaking clearly with a pleasant tone
C. verifying the patient’s full name and date of birth
Answering the phone speaking clearly and pleasantly, then requesting permission before placing a caller on hold demonstrates professionalism and is perceived as excellent customer service. Further, making sure to identify the patient correctly, cuts down on misinformation and misunderstanding. All calls coming into a medical office are important and should be answered as promptly as possible. It would be inappropriate for a medical assistant to speak to a patient about any medical issue over the phone.
Which of the following pieces of information is important to include when taking a routine telephone message? (Select the three (3) correct answers.)
A. name of the person calling
B. caller’s return telephone number
C. date and time of the call
D. caller’s health insurance policy number
E. caller’s billing address
A. name of the person calling,
B. caller’s return telephone number
C. date and time of the call
The most important information for any message taken should include; the name of person calling, the telephone number for return calls and the date/time of the call. If they give a purpose of the call, that would also need to be documented. Any other information obtained from speaking to the caller would be considered of secondary importance. Health care and billing information are not a priority when taking general messages in the medical office setting.
Which of the following calls should the medical assistant refer directly to the provider?
A. an insurance company representative
B. a referring physician
C. positive radiological reports
D. cholesterol laboratory results
C. positive radiological reports
Radiological reports that are positive, abnormal, or stat, the provider would want to discuss immediately by phone. Physicians generally will speak to a referring physician on the phone directly but taking a call from a colleague would come in secondary to urgent labeled reports. All other calls can be returned in a timely manner once the most urgent are addressed first.
The best way to ensure that a patient understands and complies with the medical office’s financial policy is to explain the:
A. rationale behind the office’s financial policies and procedures.
B. office’s financial policies and procedures in advance of services.
C. negative ramifications of failure to pay on time.
B. office’s financial policies and procedures in advance of services.
It is important that patients understand office financial policies and procedures before service is provided. That way, patients can be prepared for, and more easily comply with, said policies (such as pay at time of service). Patients don’t always need to know the reasons for such policies, but they do want to avoid negative ramifications if they fail to pay on time. Patients are legally responsible for payment, and an understanding in advance of services is a good way to avoid legal implications for late payments.
If a patient is consistently late, the most effective way for the medical assistant to handle the problem is to:
A. Refuse to re-schedule the patient for 90 days.
B. Notify the patient’s insurance carrier.
C. Ask the provider to discuss the office policy with the patient.
D. Terminate the patient from the practice.
C. Ask the provider to discuss the office policy with the patient.
This can be an issue with no real solution. However, when the provider speaks to the patient(s), the importance of being on time may be conveyed. Describing how tardiness negatively impacts other patients scheduled and placing added emphasis on making their appointment on time may result in future compliance. It is illegal to abandon a patient, therefore refusing to see the patient for any period of time is not advised. Tardiness is not an insurance issue.
A patient’s wife calls the office and states that her husband is experiencing left arm pain and chest pressure. Which of the following could the patient be suffering from?
A. IBS
B. CAD
C. CVA
D. MI
D. MI
Left arm pain and chest pressure can be some of the warning signs of Myocardial Infarction (MI). Irritable Bowel Syndrome (IBS), Coronary Artery Disease (CAD) and a Cerebrovascular Accident (CVA) have symptoms that present differently than MI. Getting the patient to immediate care is essential in a case such as this for best treatment.
A patient calls the office concerned because they have just been stung by a bee. Which of the following shocks would be a concern?
A. Psychogenic
B. Hypovolemic
C. Anaphylactic
D. Septic
C. Anaphylactic
Anaphylactic shock is an extremely serious allergic reaction with a rapid onset and life-threatening response to an allergen (such as the venom from a bee sting). Psychogenic shock occurs when a person’s senses are disturbed (see, hear, or feel something). Hypovolemic shock occurs with significant blood loss (around 20% of the usual blood volume). Septic shock is caused by an infection (bacterial or fungal) that releases toxins into the blood.
Which of the following forms should always be included when sending a fax originating from the medical office?
A. release of information
B. HIPAA waiver
C. cover sheet
D. informed consent
C. cover sheet
A cover sheet is included by the sender each time a fax is sent for confidentiality and to identify where the documents are originating from. Many health care facilities use combined printer/scanner/copy/fax machines or use electronic (online) fax transmissions. A HIPAA waiver, a release of information or informed consent document would not usually be sent every time a fax is sent. They might be sent only when required or necessary for that communication.
Which of the following types of mail is the most cost effective for bound printed material, film, and sound recordings?
A. first-class
B. priority
C. standard
D. media
D. media
Using media mail can lower shipping costs for magazines, books, or CD’s or other media forms that do not contain advertising.
The medical assistant mistakenly opens an item of incoming mail marked “personal” addressed to the physician. What action should the medical assistant take?
A. write “return to sender” on the outside of the envelope and initial
B. reseal the envelope with clear tape
C. write “opened in error” on the outside of the envelope and initial
D. continue to process the item as usual
C. write “opened in error” on the outside of the envelope and initial
Incoming personal mail should remain unopened. Occasionally, someone makes an honest mistake by opening a personal piece of mail. It is best to acknowledge the error by writing “opened in error” and initialing the piece. This supports a culture of respect in the office environment. It is not professional to hide the error (reseal the envelope) or pretend it didn’t happen (process as usual and hope they don’t notice). Returning the envelope to the sender is not advisable in this situation because it will cause an unnecessary delay and is dishonest.
Which of the following components is missing in the structure of this professional business letter?
A. greeting
B. closing
C. body
D. header
D. header
The main sections of a business letter include: heading, greeting/salutation, body, and closing.