Question 1

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 2

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 3

Which of the following is an advantage of using scheduling software programs?

Accepted Answer

A) Software can select the next available appointment. 
B) Software can search for appointments by patient name. 
C) The staff can view multiple schedules at the same time. 
D) All of the above 
A) Software can select the next available appointment. 
B) Software can search for appointments by patient name. 
C) The staff can view multiple schedules at the same time. 
D) All of the above

Question 4

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 5

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 6

When using a sign-in method for patients' arriving for a office visit at the clinic, one method to ensure confidentiality is

Accepted Answer

A) mandate all patients to use this system for equality. 
B) instruct patients to remove the top ticket portion on the form that has a number that can be used to identify them. 
C) have patients list only their first names. 
D) Instruct patients to list their full names and addresses. 
A) mandate all patients to use this system for equality. 
B) instruct patients to remove the top ticket portion on the form that has a number that can be used to identify them. 
C) have patients list only their first names. 
D) Instruct patients to list their full names and addresses.

Question 7

Which of the following best describes one of the primary sources for any provider?

Accepted Answer

A) Physician referrals 
B) Yellow pages 
C) Media advertising 
D) Patient referrals 
A) Physician referrals 
B) Yellow pages 
C) Media advertising 
D) Patient referrals

Question 8

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

Question 9

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 10

Which of the following scheduling systems plans for two or more patients to be given a particular appointment time?

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 11

Which of the following is the most appropriate action when there are delays in the physician's schedule?

Accepted Answer

A) Notify patients when there will be more than a 45-minute wait. 
B) Notify patients when there is an emergency only, because physician will catch up. 
C) Offer to cancel and let them call for another appointment. 
D) Give patients an estimate of delay and options to deal with delay. 
A) Notify patients when there will be more than a 45-minute wait. 
B) Notify patients when there is an emergency only, because physician will catch up. 
C) Offer to cancel and let them call for another appointment. 
D) Give patients an estimate of delay and options to deal with delay.

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 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 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.

Exam 12: Patient Scheduling

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

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 is an advantage of using scheduling software programs?

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

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

When using a sign-in method for patients' arriving for a office visit at the clinic, one method to ensure confidentiality is

Which of the following best describes one of the primary sources for any provider?

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

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

Which of the following scheduling systems plans for two or more patients to be given a particular appointment time?

Which of the following is the most appropriate action when there are delays in the physician's schedule?

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

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

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

The Medical Assisting Profession

Health Care Settings and the Health Care Team

Coping Skills for the Medical Assistant

Therapeutic Communication Skills

The Therapeutic Approach to the Patient With a Life-Threatening Illness

Legal Considerations

Ethical Considerations

Emergency Procedures and First Aid

Creating the Facility Environment

Computers in the Medical Clinic

Telecommunications

Medical Records Management

Written Communications

Medical Documents

Medical Insurance

Medical Coding

Daily Financial Practices

Billing and Collections

Accounting Practices

Infection Control and Medical Asepsis

The Patient History and Documentation

Vital Signs and Measurements

The Physical Examination

Obstetrics and Gynecology

Pediatrics

Male Reproductive System

Gerontology

Examinations and Procedures of Body Systems

Assisting With Minor Surgery

Diagnostic Imaging

Rehabilitation and Therapeutic Modalities

Nutrition in Health and Disease

Basic Pharmacology

Calculation of Medication Dosage and Medication Administration

Cardiac Procedures

Regulatory Guidelines for Safety and Quality in the Medical Laboratory

Introduction to the Medical Laboratory

Phlebotomy: Venipuncture and Capillary Puncture

Hematology

Urinalysis

Basic Microbiology

Speciality Laboratory Tests

The Medical Assistant As Clinic Manager

The Medical Assistant As Human Resources Manager

Preparing for Medical Assisting Credentials

Employment Strategies

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