Deck 6: Office Management

Question 1

What might a patient assume about the medical staff if the waiting area is in disarray, with trash on the floor, tattered furniture, and scattered reading material?

A) That they are unfriendly.
B) That they work in a very busy practice.
C) That they lack professionalism.
D) That they are frustrated.

Answer 1

That they lack professionalism.

Question 2

What type of environment should a medical office waiting area provide?

A) Comfortable
B) Energetic
C) Overwhelming
D) Fearful

Answer 2

Comfortable

Question 3

A waiting area should not be:

A) Well-organized
B) Clean
C) Calming
D) Oversized

Answer 3

Oversized

Question 4

What content should be avoided when television viewing is provided in the waiting area?

A) Cooking shows
B) Travel shows
C) Patient education
D) Soap operas

Question 5

How should chairs in the waiting area be arranged?

A) With no spaces to allow for maximum seating
B) With adequate walking space for patients
C) Spaced out to prevent spread of illness
D) There should be no seating provided

Question 6

What type of reading material should be found in a medical office waiting room?

A) Current and applicable material
B) Personal magazines of the staff
C) Religious pamphlets
D) Technical medical journals

Question 7

Which of the following is not a positive strategy for confronting stress?

A) Distinguish between perceived and realistic situations
B) Breathe
C) Walk away
D) Act immediately

Question 8

What is a warning sign that the body is stressed?

A) Fatigue
B) Energy
C) Feeling rested
D) Normal pulse rate

Question 9

Which of these is a task that the administrative medical assistant should always do to save time and help prevent mistakes when making travel arrangements?

A) Ask for help
B) Call a travel agent
C) Let the physician make the arrangements
D) Keep or make a travel folder

Question 10

When scheduling travel for anyone at the practice, what organization should the administrative medical assistant contact via phone or online to check security changes for the airlines?

A) DEA
B) FFA
C) TSA
D) FDA

Question 11

Which of these is an item not included on a travel itinerary?

A) Flight information
B) Hotel information
C) Duties related to the physician's absence
D) Car rental details

Question 12

Which item is not included in a policies and procedures manual?

A) Job descriptions
B) Office personnel directory
C) Medical records
D) Office procedures

Question 13

Which of the following is a HIPAA-compliant method for patient registration in the waiting area?

A) Have patients sign their first and last names on a sign-in log.
B) Ask patients to verbally state their full name to the administrative medical assistant.
C) Ask patients to sign a detachable label log, which is immediately removed prior to the next patient's signing the log.
D) Have patients sign their names on the log and mark it out with a highlighter.

Question 14

During the monthly office meeting, Amy became defensive and angry when she received the news that all office staff would need to attend a two-day training workshop on the new EHR software. She is behind on her work and being out of the office will just put her more behind. How might Amy control her anger during the meeting without becoming a disruption?

A) She can take a quiet, deep breath and reevaluate her perception of the news.
B) She can walk out of the meeting.
C) She can type in a quick comment on a social network.
D) None of these is an appropriate response.

Question 15

An effective office manager is one who has which of the following attributes?

A) Understands the different roles of the office team members.
B) Delegates tasks and resources that need to be accomplished.
C) Manages available time.
D) Understands roles, delegates tasks, and manages available time.

Question 16

Faith, Dr. Reyes's administrative medical assistant, needs to locate current information on fibromyalgia for a presentation Dr. Reyes will give at the next state medical conference. Which of the following would not be a credible source of information?

A) Online medical journals
B) Case studies
C) Reprints from colleagues who published articles on fibromyalgia during the last three years
D) Verbal information gathered during a lunch break

Question 17

Anthony, an administrative medical assistant, will continue to work in the medical office while Dr. Jones attends the American Medical Association national conference. Dr. Jones will use her Smartphone to receive and send information and to correspond through e-mail. In addition, Dr. Jones would like to talk to Anthony on Tuesday and Thursday at 12:30 p.m. during a conference break. To prepare for the phone calls, Anthony should:

A) Wait to see what Dr. Jones wants to discuss and then retrieve the information.
B) Keep a log of important information to be discussed.
C) Call other office staff and let them know when the doctor is going to call.
D) Take a nap prior to the call so that he is refreshed.

Question 18

When asked to design and construct a method to convey practice information to patients, Rivka was unsure of how to begin. She works for a new pediatrician and the general parent population of their patients is below the age of 30. Which of the following would be a productive first step?

A) Compile all the procedures and policies of the practice in a brochure format.
B) Research local printing costs.
C) Take a class on web design.
D) Conduct a survey of the patients' parents to determine their desired mode of delivery, such as electronic, written, or both.

Question 19

Which of these includes an attempt of matching equipment, furniture, and physical needs in order to complete tasks without decreasing productivity?

A) Ergonomics
B) Perfectionism
C) Micrographics
D) Encoding

Question 20

Two types of waiting areas should be in all medical offices: a sick patient area and a(n) _______ area.

A) Stressed
B) Relaxation
C) Healthy
D) Ailing

Question 21

Wall colors in the medical office should always be __________.

A) Primary colors
B) Neutral
C) Bold
D) Drab

Question 22

__________ is an emotional and/or physiological reaction to external stimuli.

A) Stress
B) Trauma
C) Calmness
D) Reassurance

Question 23

Setting of unrealistic goals and being dissatisfied with anything less is defined as __________.

A) Laziness
B) Perfectionism
C) Faultlessness
D) Flawed

Question 24

An individual must identify the __________ before effectively choosing how to respond to stress.

A) Trauma indictors
B) Urgency prompts
C) Stress triggers
D) Hassle producers

Question 25

Organization, priority setting, and being an achiever are all ways of preventing __________.

A) Perfectionism
B) Stress
C) Laziness
D) Urgency

Question 26

A(n) __________ leader provides clear and definitive expectations to his/her team members.

A) Delegative
B) Democratic
C) Laissez-faire
D) Authoritarian

Question 27

A(n) __________ leader offers advice but is also a participant in the team dynamics and seeks input from other team members.

A) Delegative
B) Participative
C) Authoritarian
D) Laissez-faire

Question 28

A(n) __________ leader employs a "hands-off" policy and tends to allow other office team members to make their own decisions.

A) Autocratic
B) Democratic
C) Delegative
D) Participative

Question 29

Being a(n) _________ is recognized as someone who helps generously; freely gives credit to other employees for their word; contributes to a pleasant atmosphere; and relates well to colleagues as well as to managers.

A) Perfectionist
B) Team player
C) Stickler for rules
D) Obsessive/compulsive

Question 30

Directing others so that they are able to get more tasks done more efficiently may be part of the office manager's responsibility to increase _______________.

A) Idleness
B) Liveliness
C) Productivity
D) Momentum

Question 31

The office manager is expected to see beyond an immediate assignment, and to view the whole business of the practice so as to contribute in ways that improve the daily operations of the office. What is another name for this long-term vision?

A) Perfectionism
B) Strategic planning
C) Momentum
D) Problem-solving

Question 32

The employer counts on the office manager to be able to analyze situations, determine the critical factors, apply knowledge gained in past working experience, and implement solutions. This set of skills is known as ______________________.

A) Perfectionism
B) Strategic planning
C) Momentum
D) Problem-solving

Question 33

When physicians delegate the day-to-day management of the office, they may expect the office manager to get help from experts. This action is known as: _____________________.

A) Perfectionism
B) Momentum
C) Problem-solving
D) Using available resources

Question 34

A(n) __________ is a free copy of a published article.

A) Republish
B) Reissue
C) Reprint
D) Redistribute

Question 35

A daily schedule of travel events is known as a(n) __________.

A) Journal
B) Program
C) Itinerary
D) Diary

Question 36

The __________, or employee handbook, is the reference that provides all employees with information about the work environment.

A) Itinerary
B) Journal
C) Systems guidebook
D) Policies and procedures manual

Question 37

The policies and procedures manual should contain a(n) _______________ containing the names, addresses, email addresses, and phone numbers of those to whom the physician may refer patients for services.

A) Outside services file
B) Universal precautions
C) OSHA file
D) Pandemic preparedness plan

Question 38

A(n) ___________ is an outline of the meeting that specifies the location, time, and major topics to be covered.

A) Itinerary
B) Agenda
C) Manual
D) Journal

Question 39

The official record of the proceedings of a meeting is called the __________.

A) Manual
B) Diary
C) Meeting minutes
D) Agenda

Question 40

A(n) ______________________ provides patient-related details of a medical practice.

A) Policies and procedures manual
B) Electronic health record
C) Patient visit agenda
D) Patient information brochure

Question 41

A person or reputable agency used to assist with travel arrangements is a(n) _____________.

A) Travel agent
B) Service agent
C) Tourism guide
D) Journey agent

Question 42

______________________ would include descriptions of frequently ordered testing and surgical procedures along with an account of the restrictions on diet or activity that the procedures impose.

A) Travel agendas
B) Patient education materials
C) Policy and procedures manuals
D) Guidebooks

Question 43

An official publication of the American Association of Medical Assistants is the __________________.

A) OSHA
B) JAMA
C) MEDLINE
D) HIPAA

Question 44

_______________ should be the primary focus of the reception area.

A) Patient confidentiality
B) Entertainment
C) Office design
D) Ergonomics

Question 45

_______________ of individuals should be analyzed when designing work areas to increase efficiency.

A) Perfectionism
B) Economics
C) Stress
D) Workflow

Question 46

Mismanagement of anger and _______________ is one of the top triggers for producing negative stress.

A) Professionalism
B) Procrastination
C) Conflict
D) Time

Question 47

The ability to manage the office on a daily basis demands, above all, the quality of _______________.

A) Perfectionism
B) Leadership
C) Laissez-faire
D) Neglect

Question 48

Good managers must be able to analyze the _________ of each situation and implement the most appropriate leadership style.

A) Dynamics
B) Hopelessness
C) Lethargy
D) Senselessness

Question 49

If office forms are in an electronic format, a _______________ should be included in the manual for reference and training.

A) URL
B) Hard copy
C) Blank page
D) Label

Question 50

An office design that is ________, _______________, and professional can assist personnel with meeting the healthcare needs of patients in a more productive manner.

A) eye-catching; attractive
B) attractive; inoperative
C) functional; attractive
D) operating; substandard

Question 51

The design of furniture and equipment can help prevent occupational injuries and conditions, such as ___________________________.

A) Carpal tunnel syndrome
B) Congestive heart failure
C) Diabetes mellitus
D) Congenital deformity

Question 52

Good stress, also called ____________, is our body's nudge to maintain its function.

A) Eustress
B) Distress
C) Prestress
D) Prostress

Question 53

When speaking of stress, the reference is normally to bad stress, or ____________, often referred to as the body's emotional and/or physiological reactions to external motivators.

A) Eustress
B) Distress
C) Prestress
D) Prostress

Question 54

The office in which Sally works is thinking of changing to EHR. How can Sally help make the transition run smoothly?

A) Being adaptable to change.
B) Remaining static.
C) Complaining about the anticipated changes.
D) Becoming frantic.

Question 55

According to data collected by the Census Bureau, as of 2010, 4.4 million U.S. homes had three or more _____ living together under one roof.

A) people
B) males
C) generations
D) females

Question 56

What is a reason to get organized and use a to-do list?

A) It prevents your schedule from being interrupted.
B) It allows you to remain focused, and there is no need to be flexible.
C) There is no reason; it is just another task that the office requires.
D) It provides a visual sense of accomplishment.

Question 57

When completing a to-do list you should set ___________ and ____________ goals, and allow for flexibility and interruptions.

A) reasonable and achievable
B) expensive and equitable
C) reachable and equitable
D) achievable and easy

Question 58

_______________ employees will contribute to the smooth flow of the medical office environment.

A) Outgoing
B) Passive-aggressive
C) Adaptable
D) Antagonistic

Question 59

The statement "When is the last day I can send in the lab work and still receive the results prior to the patient's appointment?" is an example of _________________________.

A) Action
B) Procrastination
C) Decisiveness
D) Conclusiveness

Question 60

You are the administrative medical assistant at a large cardiology practice and just received a nasty complaint via email from a patient. You know the patient is incorrect in her accusations. What would be your best course of action?

A) Send a response immediately to the patient telling her she is wrong.
B) Get the patient on the phone and tell her never to send another email.
C) Allow time to gather more data and reevaluate your first response.
D) Key in a response in all caps and send to the patient.

Question 61

Negative physiological reactions lead to _____________ work efficiency and _______ absenteeism.

A) increased; low
B) increased; high
C) decreased; low
D) decreased; high

Question 62

In which type of management style does the manager ensure each member knows who is responsible for what, and make decisions with little or no input from others?

A) Autocratic
B) Democratic
C) Participative
D) Delegative

Question 63

Peggy's style of management is to be hands-off and only becomes involved if the situation warrants. Which type of management style does Peggy follow?

A) Autocratic
B) Democratic
C) Participative
D) Delegative

Question 64

Don is a medical office manager and uses the strategy of "your input is important", but he has the final decision. What type of management style is Don following?

A) Autocratic
B) Authoritarian
C) Participative
D) Delegative

Question 65

MEDLINE software gives immediate access to _____________ and ________, and allows the full text to be retrieved online.

A) records; reports
B) abstracts; journals
C) medical reports; medical tests
D) EHR systems; practice management systems

Question 66

It is useful to know that each journal publishes a topical index at the end of a ____________ cycle, although this cycle may not correlate exactly to a calendar year.

A) Reading
B) Presentation
C) Publishing
D) Scanning

Question 67

Betsy is making travel arrangements for her physician to attend a medical meeting. What should she do about the travel arrangements?

A) Book what preferences she thinks the doctor would like
B) Book what preferences she would like and hope the doctor likes the same thing
C) Consult with the physician in advance to be sure that the physician's preferences will be honored
D) Let the airline make the decisions

Question 68

The assistant should maintain a __________ folder containing the physician's preferences, as well as other items relating to travel.

A) Travel
B) Itinerary
C) Agenda
D) Report

Question 69

Prior to traveling, the physician should be made aware of any changes made by the ______ in traveling regulations.

A) OSHA
B) HIPAA
C) EHR
D) TSA

Question 70

Your physician is planning on attending a medical conference and would like you to make arrangements, and he prefers you to not use a travel agent. What should you do?

A) Call the travel agent anyway to get the best price.
B) Call Delta airlines and book a flight.
C) Go to the airport and see what is available.
D) Use Web sites that allow for price comparison.

Question 71

You have booked a flight to attend an EHR presentation in Chicago, Illinois, but have not received your tickets. You call the airline and are told they do not issue paper tickets. What type of ticket should you get?

A) d-ticket
B) e-ticket
C) i-ticket
D) p-ticket

Question 72

If you need to have flexibility in your travel plans, you should purchase a more expensive ticket or purchase _________________________.

A) Travel insurance
B) Travel vouchers
C) Two different tickets
D) Service tickets

Question 73

What type of container is ideal for a policies and procedure manual?

A) None - a container is not required
B) Looseleaf binder
C) File folder
D) Daybook

Question 74

What part of the policies and procedures manual would include names, positions, physical locations, telephone or extension numbers, cell phone numbers, and pager numbers of everyone in the office?

A) Office personnel directory
B) Employee management directory
C) Employer directory
D) Proprietor directory

Question 75

If a dress code is in place (stated in the manual) before an employee is hired, and the employee is responsible for knowing the manual's content, the probability of charges based on dress code violation will be greatly _____________.

A) Increased
B) Improved
C) Reduced
D) Amplified