Question 1

Match the Coordinated Care PCMH Domain with the appropriate descriptors. (Select all that apply.)

Accepted Answer

A)  Partnering with patients and families 
B)  Sharing quality data and improvement activities 
C)  Efficient care transitions 
D)  Oriented towards the whole person 
E)  Team-based approach
F) Clinical decision-support tools
G) Across all elements of the health care system 
A)  Partnering with patients and families 
B)  Sharing quality data and improvement activities 
C)  Efficient care transitions 
D)  Oriented towards the whole person 
E)  Team-based approach
F) Clinical decision-support tools
G) Across all elements of the health care system C, G

Question 2

When an effort is made to create or change an attitude, belief, or perception through purchased broadcast time or print space, the company is usually

Accepted Answer

A)  advertising. 
B)  conducting public relations. 
C)  performing public service. 
D)  None of the above 
A)  advertising. 
B)  conducting public relations. 
C)  performing public service. 
D)  None of the above A

Question 3

Match the Comprehensive Care PCMH Domain with the appropriate descriptors. (Select all that apply.)

Accepted Answer

A)  Partnering with patients and families 
B)  Sharing quality data and improvement activities 
C)  Efficient care transitions 
D)  Oriented towards the whole person 
E)  Team-based approach
F) Clinical decision-support tools
G) Across all elements of the health care system 
A)  Partnering with patients and families 
B)  Sharing quality data and improvement activities 
C)  Efficient care transitions 
D)  Oriented towards the whole person 
E)  Team-based approach
F) Clinical decision-support tools
G) Across all elements of the health care system E

Question 4

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 5

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 6

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

Accepted Answer

overdo
overuse
Websi

Question 7

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

Accepted Answer

commitment
Each employee must

Question 8

A URL is a web address.

Accepted Answer

A) True 
 B)False

Question 9

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

Accepted Answer

philosophy
Mission statements

Question 10

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 11

Patients usually tell the provider if they are not receiving good customer service from the medical assistants.

Accepted Answer

A) True 
 B)False

Question 12

Creating or changing attitudes, beliefs, and perceptions by influencing people with purchased broadcast time, print space, or other forms of written and visual media is called _____________.

Accepted Answer

advertising
Advertis

Question 13

Patients expect to be treated according to the __________ rule.

Accepted Answer

golden
Patients expect to be t

Question 14

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

Accepted Answer

A) True 
 B)False

Question 15

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 16

Which of the following is not typically available through the patient information web portal?

Accepted Answer

A)  Lab or test results 
B)  Medical encounter records 
C)  Pharmaceutical refills 
D)  Health insurance information 
E)  Hospital records 
A)  Lab or test results 
B)  Medical encounter records 
C)  Pharmaceutical refills 
D)  Health insurance information 
E)  Hospital records

Question 17

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 18

A word or graphic on a page that takes the viewer to another page or another website is called a

Accepted Answer

A)  hyperlink. 
B)  hypertext. 
C)  uniform resource locator. 
D)  cookie. 
A)  hyperlink. 
B)  hypertext. 
C)  uniform resource locator. 
D)  cookie.

Question 19

Medical assistants should not be expected to provide good customer service along with their other duties.

Accepted Answer

A) True 
 B)False

Question 20

_____________ boxes are a great way to get patient and employee input.

Accepted Answer

Suggestion
Suggestio

Exam 19: Medical Practice Marketing and Customer Service

Match the Coordinated Care PCMH Domain with the appropriate descriptors. (Select all that apply.)

When an effort is made to create or change an attitude, belief, or perception through purchased broadcast time or print space, the company is usually

Match the Comprehensive Care PCMH Domain with the appropriate descriptors. (Select all that apply.)

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

Without __________, many businesses fail.

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

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

A URL is a web address.

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

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

Patients usually tell the provider if they are not receiving good customer service from the medical assistants.

Creating or changing attitudes, beliefs, and perceptions by influencing people with purchased broadcast time, print space, or other forms of written and visual media is called _____________.

Patients expect to be treated according to the __________ rule.

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

What is the first step in developing a plan?

Which of the following is not typically available through the patient information web portal?

Patients expect the staff to treat them with

A word or graphic on a page that takes the viewer to another page or another website is called a

Medical assistants should not be expected to provide good customer service along with their other duties.

_____________ boxes are a great way to get patient and employee input.

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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