MCA1

Question 1

Identifies three broad areas of practice for medical assistants certified through the AAMA

Answer 1

Occupational Analysis

Question 2

A person who looks out for patients

Answer 2

Advocate

Question 3

Medical assistant who performs both clinical and administrative duties

Answer 3

Generalist

Question 4

Type of medical practice made up of at least two physicians

Answer 4

Partnership

Question 5

Type of medical practice made up of at least three physicians

Answer 5

Multi-provider clinic

Question 6

Behaviors such as displaying tact, diplomacy, courtesy, respect, and dignity are the utmost important skills of a medical assistant, demonstrating responsibility in all aspects of the job and promoting integrity and honesty

Answer 6

Professionalism

Question 7

This not only looks out of place in a medical setting, it is also a great collector of microorganisms

Answer 7

Jewelry

Question 8

Something that may be offensive to patients, especially if they have allergies or are suffering from nausea

Answer 8

Perfume

Question 9

Type of accreditation offered by the Accrediting Bureau of Health Education Schools (ABHES)

Answer 9

programmatic accreditation

Question 10

Type of accreditation offered by the Accrediting Commission of Career Schools and Colleges (ACCSC)

Answer 10

Institutional accreditation

Question 11

Organization, founded in 1939, that serves as a certification and membership society for several allied health professionals, including medical assistants, phlebotomists, and medical lab assistants

Answer 11

American Medical Technology (AMT)

Question 12

Organization that offers certification examinations for National Certified Medical Assistant (NCMA) and National Certified Medical Office Assistant (NCMOA)

Answer 12

National Center for Competency Testing (NCCT)

Question 13

Organization that produces publications including Healthcare Business Magazine, Healthcare Business Tips & Resources, and ICD-10 Tips and Resources

Answer 13

American Academy for Professional Coders (AAPC)

Question 14

Organization, established in 1989 as a certification agency, that offers eight certification exams for several allied health care areas, including the CCMA and CMAA

Answer 14

National Healthcare Association (NHA)

Question 15

Money and wait time are the most frequent issues that ignite patient tempers. T or F

Answer 15

True

Question 16

Often a patient’s frustration stems from underlying emotions such as a fear of diagnosis and a dread for a procedure. T or F

Answer 16

True

Question 17

One of the biggest challenges for an office employee may be to understand the root cause of the patient’s frustration. T or F

Answer 17

True

Question 18

Establishing policies for basic processes such as scheduling appointments will not help to reduce potential problems, they are always going to be present. T or F

Answer 18

False (always - key word)

Question 19

When emergencies and unexpected complications arise, patients who know what is going on are going to be more empathetic to the situation. T or F

Answer 19

True

Question 20

Creating a script to follow, for patient-provider dialogues, may help to deal with angry patients. T or F

Answer 20

True

Question 21

Empathetic statements are usually not helpful when trying to establish rapport with an upset patient. T or F

Answer 21

False

Question 22

Confirming and repeating a patient’s complaint demonstrates to the patient that their problem or concern is taken seriously. T or F

Answer 22

True

Question 23

When the patient does not agree with a problem, it is best to get the healthcare provider immediately involved in the solution. T or F

Answer 23

False (immediately is key word)

Question 24

The Internet allows disgruntled patients to vent in the public domain which in turn could have a negative impact upon the medical practice. T or F

Answer 24

True

Question 25

When a patient is angry--listening, caring, and keeping promises will provide reassurance that the patient's message is being heard. T or F

Answer 25

True

Question 26

An angry patient who is threatening an employee or the healthcare provider does not need to report the threats as the patient is probably just venting their frustrations. T or F

Answer 26

False

Question 27

Text messaging is the standard for modern communication in the healthcare setting. T or F

Answer 27

False - It is email, not text messaging

Question 28

Establishing an e-mail policy and clearly stating these policies in brochures and on the facility website will let patients know exactly what types of questions can be addressed via e-mail. T or F

Answer 28

True

Question 29

Questions asked by e-mail are usually screened by a staff member but physicians will manage any clinical concerns. T or F

Answer 29

True

Question 30

E-mail exchanges and patient portal messages provide both the clinic and patient with a traceable trail of communication. T or F

Answer 30

True

Question 31

Asking patients and staff members to "turn off all cell phones" is appropriate in the clinic as the patient is there to meet with the physician and staff or the employee is attending a staff meeting. T or F

Answer 31

True

Question 32

Appropriate telephone etiquette to promote customer service includes speaking quickly and putting the newest staff member on the phones. T or F

Answer 32

False

Question 33

A 2012 survey found that 80% of healthcare employees were burned out on their jobs.

Answer 33

False - percentage is wrong

Question 34

Nearly three-quarters of health care organizations had been negatively affected by extended job vacancies as of 2012.

Answer 34

False - not 3/4

Question 35

Two-thirds of employers had cut or frozen staff salaries, according to a 2013 survey.

Answer 35

False - not 2/3s

Question 36

Unclear job expectations and a lack of control over work schedules can contribute to job burnout.

Answer 36

True

Question 37

Interoffice conflicts and office politics often take a significant toll on workplace morale.

Answer 37

True

Question 38

"Burnout" is a specifically defined medical diagnosis.

Answer 38

False

Question 39

Job burnout has no relation to job performance.

Answer 39

False

Question 40

Employees suffering from burnout may not sleep well or be frequently fatigued at work.

Answer 40

True

Question 41

The ICD-10-CM code for burnout is T82.329A.

Answer 41

False

Question 42

Burned-out workers are at increased risk for hypertension and heart disease.

Answer 42

True

Question 43

When an employee works over 12 hours in a shift, the risk for a harmful event occurring increases exponentially.

Answer 43

True

Question 44

The fatigue associated with habitual extended hours does not contribute to job burnout.

Answer 44

False

Question 45

Recent cultural changes have prompted resident physicians to take on longer and more strenuous shifts.

Answer 45

False. Recent is getting better shifts

Question 46

Habitual use of caffeine is one way to fight job burnout.

Answer 46

False

Question 47

The bureaucratic side of health care can sometimes contribute to workers' exhaustion and burnout.

Answer 47

True

Question 48

A belief that work contributes to a "meaningful cause" is what drives a healthcare team's sense of engagement.

Answer 48

True

Question 49

Setting the right office atmosphere is entirely the role of administrative staff, not physicians.

Answer 49

False, it is physicians as well

Question 50

Small courtesies, while pleasant, have no effect on office morale.

Answer 50

False

Question 51

Employee assistance programs (EAPs) offer confidential personal counseling and other resources

Answer 51

True

Question 52

In the past, concerns about burnout were often viewed as the individual's problem, not the manager's.

Answer 52

True

Question 53

Positive stress helps us deal with daily problems and meet the challenges while stress that is continuous can have negative effects.

Answer 53

True

Question 54

"Good stress or acute stress" causes reactions that are non-stopping and does not allow the body time to relax.

Answer 54

False

Question 55

"Bad or chronic stress" can cause constant tense muscles and a knotted stomach.

Answer 55

True

Question 56

Illicit drugs, smoking, and/or alcohol may seem to reduce stress for a very short period of time but then the stress gets worse as the person becomes addicted.

Answer 56

True

Question 57

Situations that can cause stress are very obvious to the person.

Answer 57

False

Question 58

People that are under stress may experience fatigue, insomnia, and tense muscles.

Answer 58

True

Question 59

Situations that are stressful for some people may be enjoyable for others such as public speaking and job interviews.

Answer 59

True

Question 60

Major life changes are usually negative in nature.

Answer 60

False

Question 61

Learning to say no to new responsibilities that you are not sure you can fulfill will help to prevent personal stress.

Answer 61

True

Question 62

To assist in preventing stress, prioritize more than one task and do it well before going to the next task.

Answer 62

True

Question 63

A good night's sleep and eating well does little to prevent personal stress.

Answer 63

False

Question 64

To manage avoidable stress, relax with stretching and exercising.

Answer 64

True

Question 65

To manage unavoidable stress, when faced with a difficult situation, take time to put things into perceptive and think positively.

Answer 65

True

Question 66

When faced with stressors that you cannot control, professional help may be needed to help you with stress in these situations.

Answer 66

True

Question 67

If stress is not managed, heart disease and depression can result which then could lead to drug and alcohol abuse.

Answer 67

True

Question 68

Per CMA (AAMA) what are the General skills?

Answer 68

Recognize & respect cultural diversity (watch out for miswritten on quiz) Adapt communications to individuals understanding Employ professional telephone and interpersonal techniques Recognize & respond effectively to verbal, nonverbal, and written communications Utilize and apply medical terminology appropriately Receive, organize, store...information utilizing electronic technology Serve as "communication liaison" between physician and patient Serve as patient advocate professional and health coach in a team approach in health care Identify the basics of office emergency preparedness Maintain medical records Perform inventory of supplies and equipment (many more Communication, Legal, Instruction, & Operational functions)