Question 1

Which of the following is NOT a reason why the medical office should retain all records for legal purposes?

Accepted Answer

A)  Identify how many no-shows a patient has 
B)  Determine how many canceled appointments a patient has 
C)  Verify a patient has been seen 
D)  Keep track of how many patients are seen for a specific condition 
A)  Identify how many no-shows a patient has 
B)  Determine how many canceled appointments a patient has 
C)  Verify a patient has been seen 
D)  Keep track of how many patients are seen for a specific condition D

Question 2

Which of the following,regarding appointments,should always be documented in the patient's medical record?

Accepted Answer

A)  Time change of appointment 
B)  Patient arrival late for appointment 
C)  Cancellation or no-show of appointment 
D)  Patient inquiry of time of appointment 
A)  Time change of appointment 
B)  Patient arrival late for appointment 
C)  Cancellation or no-show of appointment 
D)  Patient inquiry of time of appointment C

Question 3

Which of the following is the most appropriate action documenting patient "no-shows" in the appointment schedule?

Accepted Answer

A)  It is not necessary to document them. 
B)  Erase or delete the patient's name in the appointment schedule and note in the chart in red. 
C)  Black out the name in the appointment schedule. 
D)  Indicate with a red X. 
A)  It is not necessary to document them. 
B)  Erase or delete the patient's name in the appointment schedule and note in the chart in red. 
C)  Black out the name in the appointment schedule. 
D)  Indicate with a red X. D

Question 4

Which of the following best describes a typical office policy concerning no-shows?

Accepted Answer

A)  Automatically send a letter to the patient with instructions to transfer to a new provider. 
B)  Automatically send a warning letter to the patient that provider's services may be terminated. 
C)  Have the provider review the patient's record after a certain number of incidences. 
D)  Call and inform the patient that the provider's services are terminated and not to call for future appointments. 
A)  Automatically send a letter to the patient with instructions to transfer to a new provider. 
B)  Automatically send a warning letter to the patient that provider's services may be terminated. 
C)  Have the provider review the patient's record after a certain number of incidences. 
D)  Call and inform the patient that the provider's services are terminated and not to call for future appointments.

Question 5

What is the purpose of analyzing patient flow and the compiled data?

Accepted Answer

A)  To determine whether office personnel are being used efficiently 
B)  To obtain a clear picture of patient flow 
C)  To estimate how many patients to schedule in a time frame 
D)  All of the above 
A)  To determine whether office personnel are being used efficiently 
B)  To obtain a clear picture of patient flow 
C)  To estimate how many patients to schedule in a time frame 
D)  All of the above

Question 6

Which of the following best describes how the medical assistant can make patients feel welcome?

Accepted Answer

A)  Talk and laugh with staff members. 
B)  Act quietly and avoid eye contact. 
C)  Acknowledge their presence. 
D)  Fill out the registration form for the patient. 
A)  Talk and laugh with staff members. 
B)  Act quietly and avoid eye contact. 
C)  Acknowledge their presence. 
D)  Fill out the registration form for the patient.

Question 7

Which of the following describes an action of the medical assistant that best facilitates service to the patient when scheduling a procedure?

Accepted Answer

A)  Provides the patient with a phone number of the facility. 
B)  Informs the patient that the facility will contact them. 
C)  Gets workable dates and times and schedules the appointment for the patient. 
D)  Provides the patient with directions to the facility. 
A)  Provides the patient with a phone number of the facility. 
B)  Informs the patient that the facility will contact them. 
C)  Gets workable dates and times and schedules the appointment for the patient. 
D)  Provides the patient with directions to the facility.

Question 8

Which of the following scheduling systems allows patients to be seen throughout a particular time frame?

Accepted Answer

A)  Double booking 
B)  Modified wave 
C)  Open hours 
D)  Stream 
E)  Clustering 
A)  Double booking 
B)  Modified wave 
C)  Open hours 
D)  Stream 
E)  Clustering

Question 9

Which of the following scheduling records should be kept for legal purposes?

Accepted Answer

A)  Appointment books 
B)  Hard copy day sheets 
C)  Computerized schedules 
D)  All of the above 
A)  Appointment books 
B)  Hard copy day sheets 
C)  Computerized schedules 
D)  All of the above

Question 10

Which of the following is an appropriate action when scheduling a patient in the office and the phone rings?

Accepted Answer

A)  Ignore the call until the appointment is completed with the patient. 
B)  Leave the patient, turn your back, walk away for privacy, and answer the call. 
C)  Let the answering service answer the call and follow up when finished with the current patient. 
D)  Excuse yourself first and then ask the caller to hold for a moment. 
A)  Ignore the call until the appointment is completed with the patient. 
B)  Leave the patient, turn your back, walk away for privacy, and answer the call. 
C)  Let the answering service answer the call and follow up when finished with the current patient. 
D)  Excuse yourself first and then ask the caller to hold for a moment.

Question 11

Which of the following is NOT a basic item that should be obtained from a new patient?

Accepted Answer

A)  Patient's full legal name 
B)  Chief complaint 
C)  Daytime telephone number 
D)  Address of the patient 
A)  Patient's full legal name 
B)  Chief complaint 
C)  Daytime telephone number 
D)  Address of the patient

Question 12

Which of the following best describes a behavior indicating to the patient that their time is valued?

Accepted Answer

A)  Impress the patient with your business manner. 
B)  Acknowledge his presence when he arrives. 
C)  Demonstrate a cool, detached atmosphere. 
D)  Provide restful music in the waiting room. 
E)  Allow only the allotted time for the visit. 
A)  Impress the patient with your business manner. 
B)  Acknowledge his presence when he arrives. 
C)  Demonstrate a cool, detached atmosphere. 
D)  Provide restful music in the waiting room. 
E)  Allow only the allotted time for the visit.

Question 13

Which of the following is NOT a requirement of screening?

Accepted Answer

A)  Ask appropriate questions. 
B)  Determine whether it is a life-threatening matter. 
C)  Obtain information to help determine urgency. 
D)  Send all patients to the emergency room. 
A)  Ask appropriate questions. 
B)  Determine whether it is a life-threatening matter. 
C)  Obtain information to help determine urgency. 
D)  Send all patients to the emergency room.

Question 14

Which of the following best describes the key to having an effective scheduling system?

Accepted Answer

A)  Meet only acute patient needs. 
B)  Customize system to the type of practice. 
C)  Tailor system to physician's needs. 
D)  Give patients appointments on the dates and times they desire. 
E)  Provide effective monitoring of all appointments. 
A)  Meet only acute patient needs. 
B)  Customize system to the type of practice. 
C)  Tailor system to physician's needs. 
D)  Give patients appointments on the dates and times they desire. 
E)  Provide effective monitoring of all appointments.

Question 15

Which of the following is the most appropriate action when a patient telephones with symptoms of acute illness?

Accepted Answer

A)  Work an appointment into the schedule immediately. 
B)  Schedule an appointment for the following day. 
C)  Send the patient to the emergency room. 
D)  Offer to work in an appointment over the next few days. 
E)  Offer to schedule the patient for the last appointment of the day. 
A)  Work an appointment into the schedule immediately. 
B)  Schedule an appointment for the following day. 
C)  Send the patient to the emergency room. 
D)  Offer to work in an appointment over the next few days. 
E)  Offer to schedule the patient for the last appointment of the day.

Question 16

Which of the following is NOT a variable involved in scheduling appointments?

Accepted Answer

A)  Patient's urgency of need 
B)  Referral from another provider 
C)  Implementation of payment at time of visit 
D)  Use of reminder systems 
E)  Implementation of cancellation and rescheduling policies 
A)  Patient's urgency of need 
B)  Referral from another provider 
C)  Implementation of payment at time of visit 
D)  Use of reminder systems 
E)  Implementation of cancellation and rescheduling policies

Question 17

Which of the following best describes the purpose of screening?

Accepted Answer

A)  Evaluate patients when they come to the office for a routine visit. 
B)  Determine urgency of call and care needed. 
C)  Arrange all patients in schedule as soon as possible. 
D)  Allow emergency patients only for same-day appointments. 
A)  Evaluate patients when they come to the office for a routine visit. 
B)  Determine urgency of call and care needed. 
C)  Arrange all patients in schedule as soon as possible. 
D)  Allow emergency patients only for same-day appointments.

Question 18

When analysis of patient flow is reviewed,what does this help a practice determine?

Accepted Answer

A)  Day of the week most patients come in 
B)  Amount of time the provider sees patients per week 
C)  Number of times per year a patient visits the medical office 
D)  Realistic time frame for each appointment 
A)  Day of the week most patients come in 
B)  Amount of time the provider sees patients per week 
C)  Number of times per year a patient visits the medical office 
D)  Realistic time frame for each appointment

Question 19

Which of the following situations will require the most time for an appointment?

Accepted Answer

A)  Minor illness 
B)  Routine checkup 
C)  Suspicious rash 
D)  Complete physical examination, first visit 
E)  Blood pressure check 
A)  Minor illness 
B)  Routine checkup 
C)  Suspicious rash 
D)  Complete physical examination, first visit 
E)  Blood pressure check

Question 20

What is the primary purpose of analyzing patient flow?

Accepted Answer

A)  To not allow providers too much time with patients 
B)  To maximize office scheduling practices 
C)  To build in a large amount of slack time 
D)  To put time limits on types of visits 
A)  To not allow providers too much time with patients 
B)  To maximize office scheduling practices 
C)  To build in a large amount of slack time 
D)  To put time limits on types of visits

Exam 13: Patient Scheduling

Which of the following is NOT a reason why the medical office should retain all records for legal purposes?

Which of the following,regarding appointments,should always be documented in the patient's medical record?

Which of the following is the most appropriate action documenting patient "no-shows" in the appointment schedule?

Which of the following best describes a typical office policy concerning no-shows?

What is the purpose of analyzing patient flow and the compiled data?

Which of the following best describes how the medical assistant can make patients feel welcome?

Which of the following describes an action of the medical assistant that best facilitates service to the patient when scheduling a procedure?

Which of the following scheduling systems allows patients to be seen throughout a particular time frame?

Which of the following scheduling records should be kept for legal purposes?

Which of the following is an appropriate action when scheduling a patient in the office and the phone rings?

Which of the following is NOT a basic item that should be obtained from a new patient?

Which of the following best describes a behavior indicating to the patient that their time is valued?

Which of the following is NOT a requirement of screening?

Which of the following best describes the key to having an effective scheduling system?

Which of the following is the most appropriate action when a patient telephones with symptoms of acute illness?

Which of the following is NOT a variable involved in scheduling appointments?

Which of the following best describes the purpose of screening?

When analysis of patient flow is reviewed,what does this help a practice determine?

Which of the following situations will require the most time for an appointment?

What is the primary purpose of analyzing patient flow?

The Medical Assisting Profession

Health Care Settings and the Health Care Team

History of Medicine

Coping Skills for the Medical Assistant

Therapeutic Communication Skills

The Therapeutic Approach to the Patient With Life-Threatening Illness

Legal Considerations

Ethical Considerations

Emergency Procedures and First AID

Creating the Facility Environment

Computers in the Ambulatory Care Setting

Telecommunications

Medical Records Management

Written Communications

Medical Documents

Medical Insurance

Medical Insurance Coding

Daily Financial Practices

Billing and Collections

Accounting Practices

The Medical Assistant As Clinic Manager

The Medical Assistant As Human Resources Manager

Preparing for Medical Assisting Credentials

Employment Strategies

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