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MED 160
Final Exam
| Question | Answer |
|---|---|
| Graduating from an officially recognized school of medical assisting means the school has gone through a process known as | accreditation |
| An externship is: | a type of practical work experience |
| Define the term Medical Assistant | healthcare professional who supports doctors, nurses, and other medical staff in clinics, hospitals, and other medical offices |
| The duties of a medical assistant are broken into which of the following areas? | Administrative, clinical, and laboratory |
| The scope of practice of a medical assistant is determined by ________blank. | state law |
| Why are Medical Assistants hired more than others | mainly because of a combination of skills, qualifications, and workplace needs. |
| Examples of a Primary Care Physician | General practitioner or family doctor |
| The term "primary care physicians" refers to ________blank. | physicians who oversee patients' long-term healthcare |
| A physician who diagnoses and treats physical reactions to substances such as mold, dust, fur, and pollen from plants or flowers is a(n) ________blank. | allergist |
| The term that refers to assessment of the urgency and immediate medical needs of a patient is ________blank. | triage |
| Communication can be: | Verbal, nonverbal and written |
| Critical thinking skills | The ability to evaluate and solve problems |
| Flexibility | Ability to adapt to changes and handle them with professionalism |
| Empathy | Putting yourself in someone else's shoes |
| Integrity | Honesty, reliability, and dependability |
| Obstetrics | Study of pregnancy, labor, delivery, and postpartum |
| The circle of communication includes a: | source, receiver, message, feedback |
| When someone gives a huge sigh during a conversation, this is called: | nonverbal communication |
| The medical assistant should remain calm when communicating with: | patients who have behavioral health issues and patients who are angry |
| The first priority when opening the office is to | access the answering service or answering machine |
| To prevent loss of computer information: | backup files should be made and stored in a fireproof cabinet |
| All narcotic medications should be stored: | in a locked cabinet |
| Define critical thinking steps | Analyze situations. Determine what aspects of a situation are most important. Reach conclusions that go beyond the obvious. |
| Steps to problem solving | Identify the problem and define it clearly. - Identify the potential effects of the problem. - identify the objectives to be achieved. -Identify potential solutions. -Analyze solutions and strategies. -implement the best solution. -Evaluate the results |
| Steps to problem solving | Identify problem Identify effects Set goal List solutions Analyze solutions Implement BEST solution Evaluate results |
| Stages of burnout | Honeymoon → excited, energized Awakening → “this isn’t what I expected” Brownout → tired, frustrated, poor performance Burnout → exhausted, hopeless Phoenix → recovery + rebuilding life balance |
| Soft skills | Personal attributes that enhance an individual’s interactions, job performance, and career prospects. |
| Open Posture | Facing patient Leaning forward Arms relaxed |
| Closed Posture | Arms crossed Leaning away Avoiding eye contact |
| Knowledge | understanding gained through study and experience. |
| Medical personnel can improve their listening skills by: | active listening. passive listening. not overstepping personal space. asking for clarification. |
| When someone starts to click her pen during a conversation, she is: | communicating nonverbally |
| Constructive criticism | feedback that points out mistakes while also offering suggestions for improvement. |
| Noise | Anything that changes the message in any way or interferes with the communication process |
| Verbal communication | asking and answering of questions |
| Nonverbal communication | tone of voice, facial expression, and body language |
| Example of integrity | such as not taking pens home from the workplace, |
| Prioritize | Sorting and dealing with matters in the order of urgency and importance |
| Tolerance to cultures and other ethnic groups | Showing respect to all individuals, regardless of culture, race, religion, age, gender, sexual orientation, physical challenges, special needs, lifestyle choices, or socioeconomic standing, impacts your relations with others |
| Personal space | an area that surrounds an individual |
| Passive listening | simply hearing what someone has to say without the need for a reply |
| Active listening | involves two-way communication |
| Work ethic | A set of values of hard work held by employees. |
| Respect | means showing care, value, and consideration for someone or something |
| white-coat syndrome | anxious in a medical office or other healthcare setting |
| What is interpreter used for | Patients who cannot speak or understand English |
| Who can be a interpreter? | a medically trained interpreter |
| Conflict | An opposition of opinions or ideas |
| What is a Letterhead | Formal stationary with practice name, address, phone and email |
| Number 10 envelope | 4 1/2 x 9 1/2 |
| How many lines above signature block | 4 lines |
| Full-block letter style | A letter format in which all lines begin flush left; also called block style |
| Proofreading | Checking a document for formatting, data, and mechanical errors |
| Certified Mail | guarantee that the item has been received and requires the postal carrier to obtain a signature on delivery. The signature card is then returned to the sender |
| Steps for processing mail | sorting, opening, recording, annotating, and distributing |
| Interoffice memos | periodically used by medical offices, clinics, and hospitals. Memos generally facilitate informal written communication within an office. |
| Good practice for managing your work email | Check your office e-mail regularly, emptying any unwanted e-mails. Do not open unidentifiable e-mails, even if they appear to be sent from someone you trust. |
| What is the first impression an office makes: | The reception area |
| Who is more sensitive to cooler temps? | Geriatrics/older population |
| What two areas do color fall into | Warm and cool |
| Reasons to not have live plants are | allergies, bugs, poisonous, |
| Best way to arrange chairs in a reception area | backs along the wall |
| How should a pediatrics reception area be divided into | Well and sick reception areas |
| Ergonomcs for your workstation | Head and neck to be upright or in line with the torso and facing forward |
| Computer vision syndrome | Eyestrain Headaches Blurred vision Dry eyes Neck and shoulder strain |
| How early must a medical assistant arrive to open up office for the day | 30 minutes before opening |
| What is first thing to do in the morning before opening | check voicemail |
| What is a server? | stores, manages, and sends information to other computers when they request it |
| What are considered hardware components | Mouse, keyboard, printer |
| Most common input device | Keyboard |
| what is ROM | permanent memory that stores startup instructions and essential data for a computer |
| digital message sent from one person to another using a computer, phone, or other device | |
| Firewall | security protection because they help keep destructive forces away from the computer system. |
| When managing office supplies | Limit expense and waste as they are the leading major cost for the office |
| Expendable | an item that is used and then must be restocked, such as examination table paper. Another term for expendable is "supply" |
| Vital supplies | items that are absolutely essential for the practice’s functioning. They include examination table covers and prescription pads. |
| Bait & switch | It is when a seller advertises a product or deal at a low price (the bait) to attract customers, but then tries to sell a more expensive or different item (the switch) instead |
| Packing slip | a description of the package contents |
| What is the most basic filing supply | File folder |
| Tickler file | A reminder file for keeping track of time-sensitive obligations |
| Indexing | another term for naming a file |
| Closed files | files of patients who have died, have moved away, or for some other reason no longer come to the office |
| Emergency action plan drills | Having an emergency action plan drill allows for evaluation and refinement of the plan. You don’t want to find out your plan doesn’t work in the middle of a true emergency. |
| Acceptable time frame for patient's to wait to be seen | 20 minutes |
| Matrix | The basic format of an appointment book, established by blocking off times on the schedule during which the doctor is and is not able to see patients |
| Open hours scheduling | Patients arrive at their own convenience with the understanding that they will be seen on a first-come, first-served basis |
| Cluster scheduling | groups similar appointments together on a specific day or for a specific block of time during the day or week |
| Fasting patients | need to be seen first thing in morning or earliest time slot |
| Proper process for canceled appointment in appointment book | draw line through appointment and write "can" |
| Missed appointments | Follow up, document as NS (no show) |
| Underbooking | Leaving large, unused gaps in the doctor’s schedule; this approach does not make the best use of the doctor’s time |
| Overbooking | Scheduling appointments for more patients than can reasonably be seen in the time allowed. |
| Ist thing to identify on phone | the clinic name then your name |
| Types of calls a medical assistant can take | schedule appointments, billing and payment inquiries |
| Rules to follow about billing questions | always offer to place on hold and check patient chart to see if can answer question. If not, redirect the call to appropriate department |
| First thing to do after hanging up phone from patient | document |
| When is a medical assistant allowed to call in prescription refills | If the doctor has authorized it |
| How to respond to angry patients | remain calm, listen and give them the attention the need |
| What telephone triage requires immediate assistance | shortness of breath |
| What to do if Attorney calls office | follow practice policies and has to be approved by the doctor |
| Pronunciation | The sounding out of words |
| Enunciation | Clear and distinct speaking |
| What is proper phone etiquette | handling all calls politely and professionally using good manners |
| What tone should you have when on phone | normal conversational tone |
| When on phone | never multitask and give full attention to the patient to be able to take accurate message |
| First thing to do before placing patient on hold | Ask if okay to be put on hold |
| What is the biggest disadvantage to electronic communication | Unable to see the other person's body language and tone |
| What to ask patient when taking a message | when is a good time to return phone call |
| Can medical assistant perform telephone triage | only if doctor has authorized - always follow office policies |
| What to do when provider from another office calls office | always route to doctor |
| 5 C's to effective communication | Clarity, completeness, conciseness, courtesy, cohesiveness |
| Maslow's hierarchy of needs | Physiological, safety, love/belonging, esteem, self actualization |
| Ways to improve your listening skills | Prepare to listen Relax and listen attentively Maintain eye contact and appropriate personal space Think before you respond Provide feedback |
| Verbal Communication | Involves spoken or written words |
| Nonverbal Communication | Involves body language, facial expressions, tone, and gestures |
| Examples of Nonverbal Communication | Smiling to show friendliness Crossing arms to show discomfort Using eye contact when talking |
| Examples of Verbal Communication | Talking, Giving instructions, Asking a question, Having a conversation at work, |
| What are hardware components | Mouse, Keyboard, printer |
| Important thing to remember: | Always stay calm |
Created by:
Felicia26