should be filled out when a threatening call is received.

Unusual occurrence report(UOR)

Authorizes access to a patient's personal information

confidential communication preference (CCP)

Used for reference when placing long-distance phone calls

time zone map

prevents you from disclosing patient information over the telephone to unauthorized parties

Health insurance portability and accountability act (HIPPA)

Takes patient calls during non-office hours and relays messages to the office or on-call doctor

Answering service

can be used to help compile contact information for community resources

search engines

system designed to address patients language needs

interpreter service

Allows participants in different locations to hear and see each other at the same time

teleconferencing

may be used to allow patients to request prescriptions refills

patient portal

often allows you to select a priority level, depending on the time sensitivity of the message

electronic message template

A combination of practice management and electronic medical records

electronic health record (EHR)

Refers to the interoperability of electronic medical records or the ability to share medical records with other health care facilities

electronic health record (EHR)

patients can create their own electronic health records; communicate with their provider electronically; request lab results, referrals, and appointments

patient portal

A combination of electronic, wireless, or paper records

hybrid

A software that provides the medical office the electronic component to deal with day-to-day financial and administrative operations of a medical practice and that allows information to be pulled from the patient's record and populated in the financial components of the patient account

practice management (PM)

Patient records in a digital form at

electronic medical record (EMR)

A phone screening manual is sometimes called a(n)_______ manual

triage

Before you transfer a patient's call to another department or office

pull the chart for the provider if the patient is calling for info and have the pertinent data readily available, give the caller the phone number, extension, and name of person to whom you are transferring to, signal (or page) the person in the department you are transferring to and when the person answers, explain who is waiting to speak to him or her and give a brief summary of the issue

electronic prescription refill request are commonly referred to as

e-prescribing

if a caller is requesting info, you should ask if you can call him or her back if it will take you longer than_____ to retrieve it

1 minute

if a caller makes threats, you should

document the info about the caller and the threat and end the call

if a person claiming to be a patient's attorney calls to request info from the patient's medical record you should

verify that the attorney is authorized to receive it and offer to call them back

If you are speaking to a patient face-to-face at the office and the phone rings, you should

say, "excuse me for a moment, please, "and answer the call

it is most appropriate to use an answering machine

during the office lunch break

phone menus are designed to

increase efficiency

the use of mobile devices in health care settings is commonplace, which of the following is not considered a concern when using mobile devices

convenience and connectivity

when a patient calls and asks to speak directly with the provider, never respond by saying

the doctor is busy

when a patient calls with a medical question, you should

document the patient's info and relay it to the doctor for review

when answering a telephone call, you should not

remain expressionless

when conducting phone calls, on average, how long doe it takes a person to pick up on attitude from listening to the tone of the person's voice?

10 seconds

When documenting a telephone call, you should

include your own name or initials

When it comes to your personal mobile device, it would be considered best practice to

put the phone away during office hours

When obtaining a telephone message from a recording device or outside answering service, you should not

prioritize messages according to the order in which they were received

when responding to a nonemergency phone call and the person needs additional info, it is appropriate to respond

"may i call you back with that info", confirm the patient's phone number before hanging up because it might have changed since the patient's last appointment, excuse yourself from the phone call by saying, "may i put you on hold for a moment?

when scheduling appointments, you must do all but which of the following?

use at least 3 identifiers of the patient

Which calling feature allows several people in various locations to converse at the same time?

conference calling

Which of the following is the most appropriate question to ask when scheduling an appointment?

What is the reason for the visit?

your provider has a scheduling template that has 3 time slots held for same day or urgent visits, two in the morning and one in the afternoon. when booking a same-day or urgent visit, you ahouls

book same-day appointment for patients requiring more immediate attention, fill your afternoon appointment first

which of these are used to provide specific written instructions regarding the examinations and diagnostic tests performed in your office?

information sheets

any identified materials to be sent with the letter

enclosures

identifies another person o persons to whom a copy of the letter is sent

Cc

Expressing the closing of the letter

complimentary closing

content of the letter

body

address of the person to whom the letter is being sent

inside address

signature of the writer

sender's signature

writer's title, if appropriate

title

initials of the letter's typist

reference initials

greetings to the recipient

salutation

used to identify what or about whom the letter is concerning

reference

date when a letter is dictated or composed(if not dictated)

dateline

preprinted name, complete address and phone number(optional)

letterhead

word that modifies a verb, adjective or adverb

adverb

word that is used to express strong feeling or emotion

interjection

word that connects words, phrases and clauses

conjunction

word or word group that expresses action or a state of being

verb

word that describes, limits or restricts a noun or pronoun

adjective

Name of anything, such as a person, a place, an object, an occurrence or a state

noun

word that shows the relationship of an object to some other word in the sentence

preposition

substitute for a noun

pronoun

used to enclose a direct quote

quotation marks

used to formally introduce a word, a list, a statement or question, a series of statements or a long quotation

colon

Used when omitting a word, phrase, line, paragraph, or more from a quoted passage

ellipsis

used after words, expressions, or sentences to show strong fee lings

exclamation mark

placed after every direct question

question mark

used in contractions to signify that one or more letters have been left out

apostrophe

used between two clauses of a compound sentence when they are not joined by a conjunction, unless they are very short and are used informally

semicolon

used to separate two adjectives when the word can be inserted between them

comma

placed at the end of a statement

period

used to enclose matter apart from them main thought

parenthesis

usually are personal and informal in nature

informal notes

annual diagnostic examination reminders

from letters and templates

used for thank-you, congratulations, or similar expressions

informal notes

a powerful tool, enabling us to communicated at. times without picking up the phone or worse getting on a plane; provides round-the-clock convenience and service, reducing cost and increasing productivity at work

email

an informal, memo-style communication that is usually specific to one concern

interoffice communication

allows for the almost instant exchange of information

email

professional associations, licensing boards, and other physicians regarding some issue or concern affecting personal medical activities or their professional practice

professional letters

correspondence with travel agencies, mail-order catalogs, uniform or clothing suppliers and specialty shops

personal letters

an effective way of being certain that everyone is aware of some event, policy, concern and other internal communication, circulated electronically or by a copy of a memo

interoffice communication

often written on a first-name basis

informal notes

provide specific written instructions regarding the examinations and diagnostic tests performed in your office

information sheets(patient education)

noncompliance, missed appointments, and dismissal from practice

form letters and templates

return-to-work or school approvals

form letters and templates

referrals, consultations, annual examinations reminders, collection letters, school and work releases, suppliers of equipment and materials and other correspondence necessary to the office operation

form letters and templates

A form letter would not be appropriate for

outlining an accident victim's injuries

a release would be required to give information about a patient to

life insurance questionnaire

a ______ sentence contains two or more independent clauses, separated by a comma

compound

adverbs commonly end in

-ly

how many sheets of paper are in a ream?

500

if you receive a letter or package that you suspect is contaminated, you should

wash your hands throughly with soap and water

the characteristic feature of the _______ letter style is that the dateline, complimentary close, and typed signature begin a bit right of center

modified block

the first step in composing a letter is to

determine what information needs to be included

There are three letter styles. which of the following is NOT considered a letter style

partial block letter

when addressing a letter, it is recommended that you use a(n)_____ type font to help expedite delivery

standard

when typing a business letter, the sender's name is entered _____ spaces below the closing

four

When using the three-read system of proofreading, which of the following do you check for first?

errors in composition

when you annotate the incoming mail, you

identify for the physician important points to be noticed

which main service is used to ensure that mail is delivered only to a specific addressee or an authorized agent for the addressee

restricted delivery

which of the following would sent to a licensing board

professional letter

which of these is a disadvantage of using email

it is not as secure, private, and confidential as people think

which of these statements is true

emails can be sent or forwarded without your knowledge or permission

Which of these words should be capitalized

Tylenol

which of these zip codes is written correctly

74820-2772

a bit is either

0 or 1

A safe environment begins at the front door. Thereceptionroom requires a safety check every morning to ensure that it presents no hazards for patients and visitors. Which of the following is not part of evaluating the reception area

placing charts for check-in

At the beginning of the day, visually inspect all exam rooms and lab areas. What items should you inspect and tasks should you perform

restock supplies and maintain inventory, observe temperature and plug in any disconnected electrical equipment; check the water level in the autoclave and turn it on

Chemicals kept in the office for laboratory work

must be properly labeled and stored

daily equipment maintenance includes all but which of the following

ordering replacement parts

dragon naturally speaking is an example of

speech recognition

electronic health record (EHR) software allows you to do all but which of the following?

Determine the best drug for a patient without consulting the provider

hardware and software devices that protect and organization's network from intruders are called

firewalls

identify advantages of using encoder software

medicare CCI edits

if a medical office has a computer network, passwords should be used on

all computers and all software applications

if you are the first person to arrive at the office and there is evidence of forced entry you should

leave at once and call building security or police

it is recommended that all central computer data be backed up

daily

regardless of whether your office has electronic health record(EHR) software or not, you must employ best practices for safe computer use. there are a number of consideration for security. which of the following is not considered best practices for computer security

placing printers, fax, copier, and so on in high-traffic and visual sight areas

The internet is a system of interconnected computer networks by which to access information from all over the world. to access the internet, you need

modem, web browser, and computer

The national task force on violence against health care providers recommends that medical facilities conduct ________ inventories

semi-annual

to avoid alignment or repetitive injuries while working, use

proper ergonomics

when using a computer, you should not keep your

thighs perpendicular to the floor and the lower legs parallel to the floor

when using a fax machine, you should not

transmit material without a cover page

when using electronic health record (EHR) software, the electronic superbill

can be done in conjunction with charting

which is not considered part of preparing the front desk at the beginning of the day

checking the reading material, toys and books

which of the following is an example of software

application program

which of the following working postures is NOT considered proper ergonomics

upper arms and elbow extended outward

which statement about the internet is correct

some type of web browser is required to access web sites on the internet

why is careful monitoring of inventory vital in a medical practice, and what is considered best practice

you do not want to over-order items, you do not want to run out of supplies, time-sensitive (date expirations) items should be stored in order of expiration, with the first to expire in front

patients are scheduled in the same way as wave scheduling, with the exception of scheduling patients in the last 30 minutes at 10 to 20 minute intervals

modified wave

scheduling patients for specific types of visits or procedures at specific times

clustering

no scheduled appointments; patients sign in upon arrival and are seen by the physician in that order

walk in/ open hours

appointments are scheduled for a particular, amount of time based on patients need

streaming

each patient is booked for a specific amount of time

single-booking

patients are scheduled during the first 30 min if each hour, leaving the last 30 min for same-day appointments

wave

same appointment time is given to two or more patients

double-booking

a disadvantage of clustering is that

if one visit gets off track, it may throw the entire appointment flow off track

a disadvantage of electronic appointment scheduling software (practice management ) would be

printing copies of schedules, therefore not reducing the amount of paper consumed

a patient does not need to provide signed consent for the medical office to release information about

a public health risk

A_________ refers to blocking off time slots in a paper schedule with an "X" or having specified time periods automatically blocked out in the computer's schedule screen

matrix

during a telephone screening, you should not

paraphrase the caller's description of their symptoms

electronic appointment scheduling software (practice management) offers several advantages over paper schedules. which of the following is not considered an advantage of electronic scheduling?

downtime resulting in lost information

if a new patient appears reluctant to complete the intake forms, you should

quietly offer to assist in completing them in a separate closed room

if a patient engages in clearly inappropriate behavior, you should

have a witness come in and instruct the patient to cease the behavior

if you have a patient who is habitually late, it is recommended that you

ask the office manager to discuss the scheduling policy with the patient

insurance companies typically require patients to obtain a _____ before they will pay for a visit to a specialist

referral

one way to ease fears and maintain good rapport with patients is to communicate clearly what is expected from patients of the practice as well as what patients can expect from the office staff. why would explaining payment options and billing procedures be an important part of communications

to help avoid misunderstandings regarding financial matters

posting a ______ is one way to communicate not only the legal rights patients have while under the care of a practitioner of facility but also what rights they have ethically

patients bill of rights

the main disadvantage of single-booking is that

if patients problems are easily addressed, there may be gaps in the schedule

the primary benefit of _____ is that patients have an opportunity to present for complaints that have an unexpected onset

walk in/open hours scheduling

to help a patient develop a payment plan for elective surgery, the medical assistant should

review insurance coverage with the patient

weekly schedules for the providers should be accessible to

everyone in the office

when patients arrive at the office, the administrative medical assistant should

explain all instructions thoroughly

when using a computerized scheduling system, a(n) ______ refers to having specified time periods automatically blocked out

matrix

when using a paper scheduling system if a patient cancels an appointment at the last minute, you should_______ the original entry

draw a single line through

when you recognize that a patient in the waiting room will be required to wait much longer than originally expected, you should

notify the patient tactfully and offer the option to reschedule

which method of scheduling is designed to keep a continuous flow of patients coming through the office

streaming

which of the following is an advantage of a paper scheduling system

several styles of appointment books allow for scheduling as far out as a year or more

what act was signed into law as part of the American recovery and reinvestment act that provides health and human services (HHS) with the authority the promotion of health information technology

health information technology for economic and clinical health (HITECH)

what do the two Ds in CHEDDAR stand for

details and drugs

What does the "P" stand for in POMR

problem

what does the P in SOAP stand for

plans for further studies, treatment, or management

when making a correction to the progress note in an electronic medical record, you should

use the edit feature

when recording progress notes, the specific chief complaint should be

written using the patient's own words

when terminating or severing the physician/patient relationship the physician should notify patients in writing, which of the following statements is NOT true

advise the last day the physician will be available to render medical care, assuring the patient has been provided at least 5 days of emergency treatment and prescription before discontinuing the physician's availability

when you purge a file, you

clean it out

which of the following system provides the most patient privacy

numerical

which of the following is an objective statement

the patient's heart rate is elevated at 120 beats per minute

Which of the following is not an advantage of electronic health records (EHRs)

they completely eliminate the necessity for paper records

which of the following would be a subjective statement

you don't look well

identify what would be part of maintaining a patient's medical record

straighten and tidy the forms before filing

a complete and accurate medical record provides legal protection for

both patients and physicians

health insurance portability and accountability act (HIPAA) requires all medical records, signed consent forms, authorization forms, and any other HIPPAA-related documents to be retained for ____ years

six

in regards to filing____ is done by marking the index identifier on the paper to be filed

coding

it is recommended that filing dividers or guides be constructed of _______ material

heavy, sturdy

the patient chart belongs to the

medical practice

When coding, the primary reason for the office visit is listed first, and other reasons are listed in what order

order of importance

when records are reviewed by third-party payers, if a procedure is not documented, it

is considered to never have been performed

where in the current procedural technology (CPT) manual would you find information about modifiers

appendix A

which of the following statements is true regarding healthcare common procedural coding system (HCPCS) level II codes

level II G codes are temporary codes for procedures/professional services. Level II codes are composed of one alpha and four numeric characters. Level II codes were developed to identify products and supplies for which there are no current procedural terminology (CPT) codes

who publishes current procedural terminology (CPT)

American medical association (AMA)

As a result of the Medicare modernization act of 2004, new, revised, and deleted healthcare common procedural terminology (CPT) codes must be implemented every year on which date

January 1

Assigning a procedure code that dose not match patient documentation for the purpose or increasing reimbursement is known as

upcoding

international classification of diseases (ICD) codes are descriptive of the

presenting disease or condition

services performed in the office are generally selected on a patient's encounter in the EMR by the

provider

the AMA defines medical necessity as services or procedures that a prudent physician would provide to a patient in order to prevent, diagnose, or treat an illness, injury, or disease or the associated symptoms in a manner that is

clinically appropriate in terms of frequency, type, extent, site, and duration, in accordance with the generally accepted standard of medical practice, not for the intended economic benefit of the health plan or purchaser or the convenience of the patient, physician, or other health care provider

the current procedural terminology (CPT) manual uses symbols to indicate information about code numbers, for example the + symbol stands for

add-on code

the international classification of diseases, 9th revision, clinical modification (ICD-9-CM) remained in use in the united states until September 30th of what year

2015

the main rule to remember of the international classification of diseases(ICD) coding rules, which says that the reason for the patient visit (Encounter) is coded first in known as

reason rule

upcoding can result in

serious fines and penalties