Question 1

A level three collection procedure should be initiated after _____ days.

Accepted Answer

A)  30
B)  60
C)  90
D)  120 C

Question 2

Which of the following statements is false?

Accepted Answer

A)  Credit reports list the names of all creditors,all amounts owed,and payment history.
B)  The dental practice can,at any time,request a patient's credit report from the credit reporting agency.
C)  Credit reports can be used by the dental practice to determine payment patterns.
D)  Accounts that have been turned over for collection are identified on a credit report. B

Question 3

A "telephone reminder" call should not be made _______.

Accepted Answer

A)  before 9 AM
B)  after 8 PM
C)  before 8 AM
D)  both a.and b. C

Question 4

Which of the following is not considered to be a level one collection reminder?

Accepted Answer

A)  If your payment is not received in 10 days,your account will be referred to a collection agency.
B)  Prompt payment for regular dental checkups is appreciated.
C)  If there is any reason for not paying this balance,please contact us.Thank you.
D)  Have you overlooked your balance due? You agreed to send a check after your recall appointment.

Question 5

An account aging report can be described as:

Accepted Answer

A)  an analysis of the length of time that has elapsed since a charge was made.
B)  the length of time since the last payment was made on the account by the patient.
C)  the length of time between filing an insurance claim and receipt of payment.
D)  the length of time after the insurance payment and receipt of the patient's portion.

Question 6

Which of the following is not recommended when skip tracing a patient?

Accepted Answer

A)  Send a registered letter and request a return receipt.
B)  Compel the patient to accept a collect call.
C)  Contact the patient's friend or relative (provided on the patient's registration form) .
D)  Contact the patient at work.

Question 7

Stickers or stamps placed on the statement signify which level of the collection process?

Accepted Answer

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

Question 8

Credit card payments for dental services are considered to be a(n):

Accepted Answer

A)  extended payment plan.
B)  flexible payment plan.
C)  delayed payment.
D)  cash payment.

Question 9

After the treatment plan has been developed,the financial plan will be written up and presented to the patient.Whose responsibility is it to monitor compliance with the plan and initiate collection procedures when the plan is not followed?

Accepted Answer

A)  The office manager
B)  The dentist
C)  The administrative dental assistant
D)  The bookkeeper

Question 10

The person identified as the _______ on a child's patient registration form must be informed of treatment and must authorize any payment plan before treatment begins.

Accepted Answer

A)  financially responsible party
B)  guardian
C)  parent
D)  patient

Question 11

Fill in the blank: 
One advantage of a/an _______ is that an external agency assumes the risk for collecting the charges.

Accepted Answer

A)  outside payment plan
B)  divided payment plan
C)  credit card payment
D)  both A and C

Question 12

You are asked to articulate the practice philosophy to a new patient,but you would like to review it first.Where could you find a description of this philosophy?

Accepted Answer

A)  In the job description given to you when you were hired
B)  In the financial policies manual
C)  In the practice's mission statement
D)  In the State Dental Association handbook

Question 13

Which of the following types of correspondence is not permitted under the Fair Debt Collection Guidelines?

Accepted Answer

A)  Ultimatum letter
B)  Postcard
C)  Collection letter
D)  Repeat billing

Question 14

Which of the following statements is true?

Accepted Answer

A)  Open-ended questions are effective when a collection call is placed.
B)  Patients usually complete their scheduled treatment even when they owe the dentist money.
C)  It is unusual for a patient to become angry during a collection call.
D)  You will get better results,when placing a collection call,with a voice that is commanding,authoritative,and judgmental.

Question 15

You are placing a call to a patient who is more than 90 days past due on the account.The patient states,"Let me talk to the dentist,he is an old friend." Which of the following should be your response?

Accepted Answer

A)  "The dentist is busy with other patients and cannot be disturbed."
B)  "I will let the dentist know that you wish to speak with him and he will return your call."
C)  "You could resolve this problem if you just paid your bill on time."
D)  "The dentist has given me the responsibility of making the financial arrangements."

Question 16

An ultimatum letter should be sent:

Accepted Answer

A)  along with a final bill.
B)  from the dental practice's attorney.
C)  registered mail with a return receipt.
D)  first class mail with a return address envelope.

Question 17

After turning an account over to the collection agency,the dental practice should continue to make every effort to collect the outstanding balance.If the patient contacts the dental practice to make payment arrangements,the practice is under no obligation to pay the collection agency.

Accepted Answer

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

Question 18

Match between columns
                        Premises: Telephone reminders
Turning the account over for collection
The ultimatum
Collection letter
Friendly reminder

Accepted Answer

The Answer of Level One and Level Five and Level is...

Question 19

What has proved to be the most effective method for collecting unpaid bills?

Accepted Answer

A)  Repeated bills
B)  Letters
C)  Telephone calls
D)  E-mail messages

Question 20

A billing statement should include:

Accepted Answer

A)  a return envelope.
B)  a summary of the payment policy (printed on the back) .
C)  a description of each transaction,in terms that the patient will understand.
D)  all of the above

Exam 14: Financial Arrangements and Collection Procedures