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Terms in this set (87)Information about the practice Medical Assistant Provider's family Provider Pharmaceutical sales representative Medical Assistant Prescription refill request Medical Assistant Scheduling patient tests Medical Assistant Billing question Medical Assistant Routine progress report Medical Assistant STAT Report Provider Insurance information Medical assistant Other providers Provider Which of the following terms best describes using a voice that varies in pitch and intensity? modulation Which of the following telephone courtesies should be used while on the telephone with a patient? Use common terms You start incoming calls by screening the call and asking the caller some questions. Why is this important? To be sure the caller talks to the person who will be most helpful. In the medical office, which of the following calls would be routed to the clinical medical assistant? Scheduling tests for patients Which of the following best describes a system that answers the call and provides the caller with a choice of departments or services that can be accessed by pressing a specified number on the touch-tone telephone? Automated routing unit. which of the following terms best describes speaking your words clearly and articulating carefully? Enunciation Which is not a type of VoIP serve Protocol connection According to telephone courtesies, when is it acceptable to place a patient on hold? When you have the patient's name and why they are calling. The provider is seeing a patient. In which of the following situations would you put the caller directly through to the physician? A provider calling from another facility. Which of the following have a profound effect on how you sound to the person on the other end of the line? Volume; Enunciation; Pronunciation (all of the above) Which of the following phone calls should be referred to the provider? Complaints about medical treatment or care. Which of the following is a way by which the first impressions are conveyed? Body posture; Body language; Facial expressions (All of the above) Which of the following should be used to avoid clipping important phrases such as the office name and your name when answering the telephone? Buffer words What information is required for the medical assistant to obtain on a new patient contacting the office? The patient's name; name of referral service; a daytime telephone number (all of the above) Which of the following is not a communication problem associated with the elderly? Inability to move quickly While you are asking questions, the person states; "I just took a bunch of pills." What do you ask next? What did you take? Which of the following best describes the process of communicating in digital; form over computer network? electronic mail To ensure patient confidentiality and practice sensible risk management, never discuss a patient with which of the following? Credit bureau/collection agency Administrative medical assistants staffing the reception desk would be responsible for which of the following tasks? Greeting patients; scheduling appointments; answering general questions about the practice (A, B and C) The medical assistant should answer the telephone by the end of which ring to create a positive impression to the patient? Third An important part of telephone courtesy is listening. Which of the following is not an appropriate action when listening? Help slow talkers finish their sentences. Which of the following is not an appropriate action for the medical assistant to help the caller calm down when handling problem calls? Immediately tell the how you can help them.
For the non-bilingual medical assistant, what technique may help with communication to non-English speaking patients? Ask the person whether clarification is needed Which of the following is the act of evaluating the urgency of a medical situation and prioritizing treatment? Screening Which of the following is not a consideration to use for effective message taking? Use technical terms to convey a professional image. Which of the following best describes one of the patients' most frequently voiced frustrations with medical clinics? Patients have excessive waiting time Which of the following best describes one of the primary sources for any provider? Physician referrals Which of the following is not a variable involved in scheduling appointments? Implementation of payment at time of visit. Which of the following is the most appropriate action when a pharmaceutical representative walks in asking for an appointment? Explain the office policy and schedule an appointment for the next available space. Which of the following in not an interpersonal skill required for a person scheduling appointments? Acting in a hurried manner. Which of the following is the most appropriate action when there are delays in the physician's schedule? Give patients an estimate of delay and options to deal with the delay. Which of the following is not a reason why the medical office should retain all records for legal purposes? To keep track of how many patients are seen for a specific condition. Which of the following scheduling systems allows unscheduled periods to be used for purposes other than assisting the provider with patients? Clustering What is the purpose of analyzing patient flow and the compiled data? Whether office personnel are being used efficiently; to get a clear picture of patient flow; to get an estimate on how many patients to schedule in a time frame (all of the above) Which of the following is an appropriate action when scheduling a patient in the office and the phone rings? Excuse yourself first and then ask the caller to hold for a moment. Which of the following; regarding appointments, should always be documented in the patient's medical record? Cancellation or no-show of appointment Which of the following is not a basic item that should be obtained from a new patient? Address of the patient Which of the following best describes a typical office policy concerning no-shows? Have a provider review patient's record after a certain number of incidences. Which of the following is not a requirement of screening? Send all patients to the emergency room When screening phone calls, what question would not be considered appropriate to determine the urgency of the situation? How far are you from the facility? Which of the following best describes how the medical assistant can make patient feel welcome? Acknowledge their presence.
Which of the following is an action that would motivate a patient to not miss an appointment? Give patient an appointment card or notify patient by telephone the day before. When analysis the patient flow is reviewed, what does this help a practice determine? The realistic time frame for each appointment. Which of the following best describes the key to having an effective scheduling system? Customize system to the type of practice. Which of the following scheduling systems plans for two or more patients to be given a particular appointment time? Double booking Which of the following best describes a behavior indicating to the patient that their time is valued? Acknowledge their presence with they arrive. Which of the following best describes the purpose of screening? Determine urgency of call and care needed. Which of the following best describes an action of the medical assistant that best facilitates service to the patient when scheduling a procedure? Get workable dates and times and schedule the appointment for the patient. When using a sign-in method for patient's arriving for an office visit at the clinic, one method to ensure confidentiality is the following: Instruct the patient to remove the top ticket portion of the form that has a number that cane be used to identify the patient. Which of the following is the most appropriate action when a patient telephones with symptoms of acute illness? Work into schedule immediately. Which of the following scheduling systems allows patients to be seen through a particular time frame? Open Hours Which of the following actions for appointment scheduling is a courtesy for the patient? Make appointment when it is more convenient for the patient; confirm the patient clearly understands the date and time of appointment; use reminder cards (all of the above) Which of the following situations will require the most time for an appointment? Complete physical examination, first visit What is the primary purpose of analyzing patient flow? To maximize office scheduling practices Which of the following scheduling records should be kept for legal purposes? Appointment books; hard copy day sheets; computerized schedules (all of the above) Which of the following best describes the most widely used scheduling system in which each patient is assigned a specific time? Open Which of the following actions in most appropriate when checking in patients? Discuss vital information with patient in a private location. How can the medical assistant help prevent collection problems? Inform patient of the payment policy at the first visit or call. Which of the following best describes accounts that occasionally go to an outside collection agency? Highly delinquent accounts Which of the following must be documented in writing when there is an agreement between the provider and patient to pay more in more than four installments? Finance charges Which collection technique is used as a last resort in the collection of unpaid balances? Sending to collection agency. When collecting a payment from the patient, what is considered the best time? At the time of service Which of the following is not a legal or ethical guideline governing collection calls? Callers must disclose the finance charge imposed. Which of the following best describes when collection letters are sent after no payment? After 60 days Which of the following is not a service offered by collection agencies? Obtain funds from bankruptcy accounts. What is the ratio for collection of fees at the time of service recommended by management consultants? 90% Which of the following is not a common problem affecting collections? Divorce Which of the following measures the speed with which outstanding accounts are paid Accounts receivable ratio Which of the following must collect the money from the patient if the medical office pursues payment through small claim court? Clinic Which of the following must the collection of fees be directed to when a patient dies? Executor of estate When can statements no longer be sent to any attempt made to collect a delinquent account? When patient declares bankruptcy What is known as a method of identifying how long an account has been overdue? Account aging Collection calls to patients with overdue accounts are more likely to be answered during that time frame? 5-8 pm Federal Wage Garnishment Law Bankruptcy laws Fair Debt Collection Practices Act Legal guidelines governing telephone collections Truth in Lending Act Shows installment payments and interest agreements Consumer Credit Protection Act Shows installment payments and interest agreements Sets with similar termsAMA Final73 terms ROVBRI001 Chapter 12 Wooksheet25 terms slopez418 AMA ch 1228 terms Francisca_Miranda6 chapter 1228 terms DaijahTryialPLUS Sets found in the same folderAMA - Chapter 16 TEST (140)30 terms Danibot2005 AMA Ch 7 Test31 terms MandyChavez AMA Ch 13 Test 134 terms MandyChavez AMA CHAPTER 29 terms lauraekmh9 Other sets by this creatorIHMO - Chapter 3, 9, 10, 16 FINAL (120)75 terms Danibot2005 AMA - Chapter 2, 13, and 20 FINAL (120)72 terms Danibot2005 MT - FINAL - Chapter 8, Dental 1, 2, 3, 13, 14 (12…44 terms Danibot2005 MT - FINAL - Chapter 8, Dental 1, 2, 3, 13, 1417 terms Danibot2005 Other Quizlet setsChem 1 Tests37 terms marinam1124 Chapter 24 EMT Trauma Overview questions293 terms Jmeaney16 Chapter 9 General Survey, Measurement, and Vital S…39 terms KATHAAAYYY chem11 terms averie733 Related questionsQUESTION Why does Friedman argue that managers should make decisions for a corporation based only on whether the decision will increase profits? 2 answers QUESTION Craig, a manager at XYZ Manufacturing, is a very positive individual. He exhibits very little negative emotions and moods and is always optimistic about himself and others. It can be said that Craig is 2 answers QUESTION Ethics cannot be defined as honest versus dishonest, right versus wrong, or good versus bad. Why? 3 answers QUESTION What are the commandments Old Major gives the animals? 9 answers Which of the following is the most appropriate action when a pharmaceutical representative walks in asking for an appointment quizlet?Which of the following is the most appropriate action when a pharmaceutical representative walks in asking for an appointment? Explain the office policy and schedule an appointment for the next available space.
Which of the following best describes the behavior indicating to the patient that their time is valued?Which of the following best describes a behavior indicating to the patient that their time is valued? Acknowledge his presence when he arrives.
Which of the following is the most appropriate action documenting patient no shows in the appointment schedule?Which of the following is the most appropriate action for handling patient "no shows" in appointment schedule? Draw a red X through the patient's name. Which of the following best describes a typical office policy concerning no shows? Have physician review patient's record after a certain number of incidences.
Which of the following is an action that would motivate a patient to not miss an appointment?Which of the following is an action that would motivate a patient to not miss an appointment? Schedule the patient to fit into open office time periods.
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Which of the following describes an action of the medical assistant that best facilitates service to the patient when scheduling a procedure quizlet?
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