Deck 18: Supervision and Human Resources Management

Question 1

Office management problems are often prevented by clearly defining the responsibilities and authority of each employee. Office managers claim that friction among workers is their most common personnel problem.

A) Both statements are true.
B) Both statements are false.
C) The first statement is true; the second is false.
D) The first statement is false; the second is true.

Answer 1

Both statements are true.

Question 2

Which of the following is an unlawful pre-employment inquiry?

A) "Are you over 18 years of age?"
B) "Do you have a mental impairment that could interfere with this job?"
C) "Have you been convicted of a crime?"
D) "How many children do you have?"

Answer 2

"How many children do you have?"

Question 3

An office with more than _________ employee(s) should have one person designated as a supervisor or office manager.

A) one
B) two
C) three
D) four

Answer 3

three

Question 4

The office manager can easily determine all but which of the following by looking at an applicant's application or résumé?

A) Work experience
B) Personality
C) Educational background
D) Skills

Question 5

Which of the following is critical for good communication and smooth operation of a medical facility?

A) Scheduling activities that involve the families of employees
B) Holding regular staff meetings and sending regular e-mails and memos
C) Shielding employees from negative information
D) All of the above

Question 6

Which of the following is a quality of an effective leader or office manager?

A) Has a sense of fairness
B) Has good communications skills
C) Uses good judgment
D) All of the above

Question 7

Which of the following is a strong method of improving employee morale and encouraging outstanding performance?

A) Incentives
B) Recognition
C) Fraternizing with subordinates outside work
D) All of the above

Question 8

Which act protects the employee against unsafe workplaces?

A) Fair Labor Standards Act
B) Family and Medical Leave Act
C) Occupational Safety and Health Act
D) Age Discrimination Act

Question 9

Some managers assign a person to assist new employees during the initial probationary period; this person is called a

A) mentor.
B) supervisor.
C) co-worker.
D) subordinate.

Question 10

New employees should be given orientation in which of the following areas?

A) Office policies
B) Nature of the practice
C) Physical environment
D) All of the above

Question 11

What can be evaluated by looking at the job application?

A) Handwriting
B) Ability to follow instructions
C) Ability to provide complete information
D) All of the above

Question 12

Which of the following is a more intrinsic motivation?

A) Praise
B) Title
C) Promotion
D) Bonus

Question 13

The process of inciting a person to some action or behavior is called

A) reprimand.
B) motivation.
C) circumvention.
D) appraisal.

Question 14

Something that spurs an individual to action or rewards an individual for performing a task is called

A) morale.
B) incentive.
C) appraisal.
D) circumvention.

Question 15

A group of employees who stick together during difficult times could be called

A) cohesive.
B) adaptive.
C) affable.
D) meticulous.

Question 16

Which of the following documents lists the order in which business is to be conducted during a meeting?

A) Agenda
B) Bylaws
C) Itinerary
D) Minutes

Question 17

Which of the following questions is legally allowed during an initial interview for employment as a medical assistant?

A) "When did you graduate from medical assisting school?"
B) "Are you married?"
C) "Do you plan to have children?"
D) "What church do you attend?"

Question 18

Which of the following is true about healthy employee-employer relationships?

A) All of them make successful friendships.
B) Reprimanding employees who are also friends may be difficult.
C) A friendly relationship never interferes with the work relationship.
D) Developing any kind of friendship with employees is always unwise.

Question 19

Which subjects cannot be discussed in a job interview?

A) Religion
B) Work history
C) Previous terminations of employment
D) None of the above

Question 20

The exhaustion of physical or emotional strength or motivation, usually as a result of prolonged stress or frustration, is called

A) disparaging.
B) micromanaging.
C) burnout.
D) blatant.

Question 21

Which of the following is one of the most effective methods of finding new employees?

A) Employment agencies
B) Secure an extern
C) Word of mouth
D) Create an online ad
E) Job posting on an employment website

Question 22

____________ of duties provides an opportunity for employees to grow and learn new skills and allows managers to concentrate on the most critical aspects of their own jobs.

Question 23

Under the at-will employee guideline, the employee can terminate employment for good cause, bad cause, or no cause-unless an express contract is signed for a specific term or the employee is a member of a collective bargaining group, such as a union.

A) Both statements are true.
B) Both statements are false.
C) The first statement is true; the second is false.
D) The first statement is false; the second is true.

Question 24

Which of the following is a traditional probationary period for a new employee?

A) 30 to 45 days
B) 60 to 90 days
C) 6 months
D) 1 year

Question 25

Many employees can be _____________ to become productive staff members with a little patience on the part of the manager.

Question 26

When employees do not leave their employment over a long period of time, the office is said to have good employee ______________.

Question 27

The types of staff meetings include informational, problem solving, _______________, and work sessions.

Question 28

Which of the following employee management roles requires an applicant to qualify for bonding?

A) Managing practice finances
B) Managing HR
C) Managing ordering and receiving
D) Both A and B
E) All employees

Question 29

How often should staff development meetings be held to ensure compliance in using health information technologies and ensure the safety of patient health information?

A) Weekly
B) Monthly
C) Quarterly
D) Yearly

Question 30

A performance evaluation or ____________ includes a judgment of both the quality and quantity of work, personal appearance, attitudes, and team spirit.

Question 31

Before advertising for a new employee, the office manager should be sure to review the job _____________, so that a fair interview and evaluation can be conducted.

Question 32

Which of the following employee behaviors is grounds for immediate dismissal without warning?

A) Embezzlement
B) Insubordination
C) Violation of patient confidentiality
D) All of the above

Question 33

The ________ is the Employee's Withholding Allowance Certificate.

Question 34

The office manager should evaluate the applicant's __________ when setting the interview time on the phone, because this is an important attribute for medical assistants.

Question 35

Successful managers know that their employees should be encouraged to perform at ____________ levels.

Question 36

Which of the following prohibits inquiries into an applicant's race, color, gender, religion, and national origin?

A) Title VII of the Civil Rights Act of 1964
B) Equal Employment Opportunity Act of 1972
C) 1975 Amendment to the Equal Employment Opportunity Act
D) Both A and B
E) All of the above

Question 37

All ____________ should be carefully checked before a new employee is hired.

Question 38

The office manager should allow ________ hours, at minimum, for a prospective employee to make a decision on a job offer.

Question 39

No supervisor enjoys giving a(n) ____________ that is less than positive.

Question 40

Which of the following should be done prior to scheduling a candidate for an interview?

A) Review résumé and application for writing skills
B) Prescreen phone interview
C) Call references
D) Request background check and credit check
E) Both A and B

Question 41

A word that means submissive to or controlled by another is ____________.

Question 42

Interviews should be conducted when no one else is in the office.

Question 43

A person who is currently employed should never be approached to accept a new position.

Question 44

A chain of command is wise in a physician's office.

Question 45

All staff members should be encouraged to participate in professional organizations and complete continuing education units.

Question 46

When an organization has no checks and balances, it is easy to ___________ power.

Question 47

A new office manager should make sweeping changes in office policy during the first few weeks so that employees will respect him or her as a leader.

Question 48

The office manager is responsible for making sure that employees adhere to office policies and procedures.

Question 49

Management problems can often be avoided by careful definition of the areas of responsibility for each staff member.

Question 50

A person who is pleasant and at ease in talking to others is said to be ____________.

Question 51

The Employee's Withholding Allowance Certificate is Form W-4.

Question 52

Intrinsic motivation is more difficult to discover than extrinsic motivation but is longer lasting.

Question 53

If a manager does not make a habit of writing formal reprimands to employees not performing as expected, insufficient evidence may be available to terminate their employment.

Question 54

Employee morale is not an important consideration when management decisions are made.

Question 55

The best time to terminate an employee is usually at the beginning of the day.

Question 56

Incentives give the employees reason to perform over and above the level expected of them.

Question 57

Continuous staff development and training are crucial parts of managing a successful medical practice.

Question 58

The more duties the office manager can perform, the more valuable he or she is to the physician.

Question 59

A remark that is said to be ___________ is completely obvious or obtrusive.

Question 60

Breaks and time off do not meet the physiologic needs of employees.