Question 1

The phase of planning during which the problem or goals are reviewed is the _____________ stage.

Accepted Answer

assessment
Problems

Question 2

Advertising involves creating or changing attitudes, beliefs, and perceptions by influencing people with free forms of written and visual media. Public relations relies more on costly news broadcasts or reports and magazine or newspaper articles to reach the audience.

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 3

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

Accepted Answer

student
Many provide

Question 4

Match the Quality & Safety 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

Question 5

Poorly chosen phrases that suggest poor attitudes give the patient or visitor a(n) __________ view of the facility.

Accepted Answer

negative
All staff members sho

Question 6

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 7

The employees of the office should be involved in promoting the practice because

Accepted Answer

A)  the provider has services to offer the community. 
B)  a full schedule is more financially rewarding for the provider. 
C)  the employees should see the practice as a business. 
D)  All of the above 
A)  the provider has services to offer the community. 
B)  a full schedule is more financially rewarding for the provider. 
C)  the employees should see the practice as a business. 
D)  All of the above

Question 8

One of the most popular and beneficial resources available to patients is the provider's ________________.

Accepted Answer

Internet site
website
The prov

Question 9

Providing all employees with business cards is not a good strategy for a new practice.

Accepted Answer

A) True 
 B)False

Question 10

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

Accepted Answer

A) True 
 B)False

Question 11

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

Accepted Answer

A) True 
 B)False

Question 12

A specific group of individuals to whom the marketing plan is focused is the ___________ market.

Accepted Answer

target
The target ma

Question 13

Which of the following categories evaluates the advantage a healthcare facility would have over its competitors?

Accepted Answer

A)  Strengths 
B)  Weaknesses 
C)  Opportunities 
D)  Threats 
A)  Strengths 
B)  Weaknesses 
C)  Opportunities 
D)  Threats

Question 14

The most important part of the website is the graphics.

Accepted Answer

A) True 
 B)False

Question 15

A monthly e-newsletter is a great marketing idea.

Accepted Answer

A) True 
 B)False

Question 16

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

Question 17

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

Accepted Answer

A) True 
 B)False

Question 18

Most public relations strategies are expensive.

Accepted Answer

A) True 
 B)False

Question 19

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 20

The medical assistant can play a role in practice branding by

Accepted Answer

A)  following office procedures. 
B)  treating patients with excellent customer service skills. 
C)  keeping a positive, enthusiastic attitude during every work day and with every patient. 
D)  All of the above 
A)  following office procedures. 
B)  treating patients with excellent customer service skills. 
C)  keeping a positive, enthusiastic attitude during every work day and with every patient. 
D)  All of the above

Exam 19: Medical Practice Marketing and Customer Service

The phase of planning during which the problem or goals are reviewed is the _____________ stage.

Advertising involves creating or changing attitudes, beliefs, and perceptions by influencing people with free forms of written and visual media. Public relations relies more on costly news broadcasts or reports and magazine or newspaper articles to reach the audience.

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

Match the Quality & Safety PCMH Domain with the appropriate descriptors. (Select all that apply.)

Poorly chosen phrases that suggest poor attitudes give the patient or visitor a(n) __________ view of the facility.

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 employees of the office should be involved in promoting the practice because

One of the most popular and beneficial resources available to patients is the provider's ________________.

Providing all employees with business cards is not a good strategy for a new practice.

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

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

A specific group of individuals to whom the marketing plan is focused is the ___________ market.

Which of the following categories evaluates the advantage a healthcare facility would have over its competitors?

The most important part of the website is the graphics.

A monthly e-newsletter is a great marketing idea.

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

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

Most public relations strategies are expensive.

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 medical assistant can play a role in practice branding by

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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