Question 1

Providing helpful, personal service usually impresses even the most difficult patient.

Accepted Answer

A) True 
 B)False

Question 2

Providers in college towns may want to offer __________ rates for medical services.

Accepted Answer

The answer of Providers in college towns may want to...

Question 3

Staff meetings are not good times to brainstorm about target markets.

Accepted Answer

A) True 
 B)False

Question 4

The most important part of the website is the graphics.

Accepted Answer

A) True 
 B)False

Question 5

Patients should be treated the same way as the medical assistant would want to be treated.

Accepted Answer

A) True 
 B)False

Question 6

Patients expect the staff to treat them with

Accepted Answer

A)  concern. 
B)  care. 
C)  confidentiality. 
D)  All of the above 
A)  concern. 
B)  care. 
C)  confidentiality. 
D)  All of the above

Question 7

The medical assistant who can use social media in a professional way will be a valuable asset to the medical practice.

Accepted Answer

A) True 
 B)False

Question 8

In order for the search engine to pick up the website, the web designer includes appropriate key words in the website developer code. Key words and code should be updated on a regular basis by medical office management.

Accepted Answer

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. 
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 9

The medical assistant must be careful not to __________ photographs and graphics on a website.

Accepted Answer

The answer of The medical assistant must be careful not...

Question 10

Patients expect to be treated according to the __________ rule.

Accepted Answer

The answer of Patients expect to be treated according to...

Question 11

Without __________, many businesses fail.

Accepted Answer

A)  insurance benefits 
B)  growth 
C)  marketing efforts 
D)  None of the above 
A)  insurance benefits 
B)  growth 
C)  marketing efforts 
D)  None of the above

Question 12

Brochures in the provider's office can substitute for medical advice.

Accepted Answer

A) True 
 B)False

Question 13

Providing good customer service is a(n) ____________ that each employee must make in the medical facility.

Accepted Answer

The answer of Providing good customer service is a(n) ____________...

Question 14

Keeping the office open later one night per week is a marketing strategy.

Accepted Answer

A) True 
 B)False

Question 15

Patient navigators are healthcare providers, so they can offer any type of medical advice and prescribe medication or therapy. The role of the patient navigator is to identify the barriers to healthcare and work with the health insurance system to overcome these obstacles.

Accepted Answer

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. 
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 16

The provider's _____________ of the practice of medicine greatly influences the office's mission statement.

Accepted Answer

The answer of The provider's _____________ of the practice of...

Question 17

Free promotional ideas are rarely effective.

Accepted Answer

A) True 
 B)False

Question 18

What is the first step in developing a plan?

Accepted Answer

A)  Research 
B)  Planning the concept 
C)  Assessment 
D)  Evaluation 
A)  Research 
B)  Planning the concept 
C)  Assessment 
D)  Evaluation

Question 19

From the SWOT analysis, which of the following evaluate external economic forces?

Accepted Answer

A)  Strengths and weaknesses 
B)  Threats and weaknesses 
C)  Opportunities and threats 
D)  Strengths and opportunities 
A)  Strengths and weaknesses 
B)  Threats and weaknesses 
C)  Opportunities and threats 
D)  Strengths and opportunities

Question 20

Which of the following is the most effective way to increase the number of patients for a healthcare facility?

Accepted Answer

A)  Effective Internet marketing campaign 
B)  Word of mouth 
C)  Customer service 
D)  Employee incentive to sign up patients 
A)  Effective Internet marketing campaign 
B)  Word of mouth 
C)  Customer service 
D)  Employee incentive to sign up patients

Exam 19: Medical Practice Marketing and Customer Service

Providing helpful, personal service usually impresses even the most difficult patient.

Providers in college towns may want to offer __________ rates for medical services.

Staff meetings are not good times to brainstorm about target markets.

The most important part of the website is the graphics.

Patients should be treated the same way as the medical assistant would want to be treated.

Patients expect the staff to treat them with

The medical assistant who can use social media in a professional way will be a valuable asset to the medical practice.

In order for the search engine to pick up the website, the web designer includes appropriate key words in the website developer code. Key words and code should be updated on a regular basis by medical office management.

The medical assistant must be careful not to __________ photographs and graphics on a website.

Patients expect to be treated according to the __________ rule.

Without __________, many businesses fail.

Brochures in the provider's office can substitute for medical advice.

Providing good customer service is a(n) ____________ that each employee must make in the medical facility.

Keeping the office open later one night per week is a marketing strategy.

Patient navigators are healthcare providers, so they can offer any type of medical advice and prescribe medication or therapy. The role of the patient navigator is to identify the barriers to healthcare and work with the health insurance system to overcome these obstacles.

The provider's _____________ of the practice of medicine greatly influences the office's mission statement.

Free promotional ideas are rarely effective.

What is the first step in developing a plan?

From the SWOT analysis, which of the following evaluate external economic forces?

Which of the following is the most effective way to increase the number of patients for a healthcare facility?

Competency-Based Education and the Medical Assistant Student

The Medical Assistant and the Healthcare Team

Professional Behavior in the Workplace

Therapeutic Communications

Medicine and Law

Medicine and Ethics

Technology and Written Communication in the Medical Office

Telephone Techniques

Scheduling Appointments and Patient Processing

Daily Operations in the Ambulatory Care Setting

The Health Record

Basics of Diagnostic Coding

Basics of Procedural Coding

Basics of Health Insurance

Medical Billing and Reimbursement

Patient Accounts, Collections, and Practice Management

Banking Services and Procedures

Supervision and Human Resources Management

Infection Control

Patient Assessment

Patient Education

Nutrition and Health Promotion

Vital Signs

Assisting With the Primary Physical Examination

Principles of Pharmacology

Pharmacology Math

Administering Medications

Safety and Emergency Practices

Assisting in Ophthalmology and Otolaryngology

Assisting in Dermatology

Assisting in Gastroenterology

Assisting in Urology and Male Reproduction

Assisting in Obstetrics and Gynecology

Assisting in Pediatrics

Assisting in Orthopedic Medicine

Assisting in Neurology and Mental Health

Assisting in Endocrinology

Assisting in Pulmonary Medicine

Assisting in Cardiology

Assisting in Geriatrics

Principles of Electrocardiography

Assisting With Diagnostic Imaging

Assisting in the Clinical Laboratory

Assisting in the Analysis of Urine

Assisting in Blood Collection

Assisting in the Analysis of Blood

Assisting in Microbiology and Immunology

Surgical Supplies and Instruments

Surgical Asepsis and Assisting With Surgical Procedures

Career Development and Life Skills

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