DEN 105
Nonessential records are documents that can include reminders, outdated announcements, and pamphlets. These have little importance and take up space.
True
Manager is a term often used to refer to an administrative assistant.
True
NSF means that the payee had insufficient funds/monies available in the payer's account.
True
When a folder is removed, _______ is put in its place.
An out-folder
Vital Records are documents that can be replaced on a regular basis.
False
Characteristics of the office manager can include all except?
Annoyed
Patients or staff may be affected by seasonal affective disorder (SAD) A direct consequence of SAD can be winter depression or sleep disorders.
Both statements are true
Dental front office is no longer called the front office-what is this area now referred to?
Business office
The five "R's of management are:
Responsibility, respect, rapport, recognition, remuneration
The Americans with Disability Act of 1990, commonly known as the ADA sets specific guidelines for business that set guidelines for dentist and help patients with disabilities to receiving treatment.
True
What two types of communication exists?
Informal and Formal
The Dental Practice Act of each state defines the requirements neccessary to practice dentistry and the scope of dental practice for that particular state.
True
The acronym CD-ROM stands for compact disk read-only memory.
True
The dentist, as an employer must apply for an employer identification number, a nine - digit number assigned to sole proprietors or corporations for filing and reporting payroll information.
True
The five elements that make up the information system are: hardware, software, data, personnel, and procedures.
True
The heart of any professional office is its filing system
True
The internet has been called the "primary to do business in a high-tech world".
True
Nonverbal cues refer to the gestures and body movements a person makes in a given situation.
True
One advantage of using an automated inventory system is that it can provide a detailed total value of the inventory that can be helpful for tax purposes and financial management and budgeting
True
One of the most common practices of fraud is in the obtaining of fees through third-party payments by misrepresentation.
True
Organizational Culture has been defined as "the specific collection of values and norms that are shared by people and groups in an organization and that control the way they interact with each other and with others outside the organization dental practice".
True
Patient's rights is the inherent rights of a patient to be informed of services being performed, the cost, and the consequences of such treatment.
True
Priority mail is a 1-3 day nonguaranteed delivery service.
True
When an item ordered is not in stock at the supply house, a_______is received.
back-order memo
ac is the abbreviation for:
before meals
Chapters 14-17 Medicaid is a federal assistance program established under the Social Security Act of 1965 and provides payment for health care for certain low-income individuals and families. Medicare subsidizes medical expenses for citizens 65 years of age or older.
both statements are true
A_______ is equivalent to one character of text.
byte
The_______ inventory system requires a separate card for each product.
card
The acronym CPU stands for:
central processing unit.
Physiological factors in a dental office can affect the dental staff and patient perception overall, This can include:
colors lighting acoustics all of the above**** none of the above
An MSDS should contain all of the following information except:
cost of item.
The amount of dental expenses a covered person must pay before the dental plan benefits begin is considered a?
deductible
Guidelines for choosing the right software consist of:
determining the needs of the dental practice selecting a vendor who is reputable and provides fast and efficient support when questions are asked determine how security is managed a and c only all of the above***
All of the following are examples of how to keep patients informed of the dental procedures the dental office offers except:
telephone calls.
0.5+2.8+30.50+67.945+750.000
851.745
FICA taxes include Social Security and Medicare taxes.
True
The_______is the most important piece of equipment in the office.
telephone
For _______% of the patients in a dental office, the first contact is made by telephone.
90
Some forms of computer usage is now installed in more than_______% of dental offices in North America.
90%
Time wasters that can affect time management can include all except?
A "to do" list
600.75 x O.20
120.1500
In a reception room, seating will vary-a general rule is to provide_______seats for each dental chair in a general practice.
2
Machine dictation is_______ times faster than longhand and almost________ times faster than shorthand.
6,3
The staff of a dental office should analyze the practice and determine an organized system of appointment control that includes all except:
Allow for minimum down time
The five basic classification systems of filing are the:
Alphabetical system, geographical system, numerical system, subject system, chronological system
What following topics should be avoided during the interview process?
Arrest records and religion Disabilities and insurance claims Child care arrangements and marital status All of the above ****** C only
A statement is a document that informs patients of their financial status with the dentist: it indicates the charges, payments, and balances on an account for the month just conduded
Both statements are true
An employer is required to have every employee complete an employees federal wage and tax statement form (w-2). The employer must provide this form to each employee no later than January 31 of the following year.
Both statements are true
A dental office will probably most often use a manual filing system, but may also use at least one type of electronic storage system that can include:
CD or DVD Hard disk Zip disk All of the above**** None of the above
What type of supply are sterilizers which are used in a dental office?
Capital
In 1950, researchers classified motions according to the amount of energy required to perform various chairside tasks. These classifications include:
Class I through Class V
The most important skills of an administrative assistant include:
Conceptual skill and human relations skills Administrative skills and technical skills Both a and b ***** Neither a and b
Which of the following statements is not true about the Fair Debt Collection Practices Act?
Debtors can be called at all hours of the day and night to collect on delinquent monies owed.
A Certified Check is designed as a payment device for a person who is away from home and it is not uncommon to receive these as a payment for dental services
False
A credit bureau does not lend money, but it will deny someone credit and act as a collection agency to collect on consumer accounts.
False
A federal law (1996) intended to improve access to health insurance, limit fraud and abuse, and control administrative costs is called DHMO-Dental Health Maintenance Organization.
False
A recall or recare system involves only making appointments for teeth cleaning.
False
An Administrative assistant must not need to have common knowledge or understand the numbering systems as well as the basic desription of the oral cavity. The chairside assistant should only know this information.
False
Caller ID is a feature that can be automatically forwarded to another number.
False
Chapters 8-10 You should always rely on spell check or any electronic system to proofread or correct any misspelled words.
False
Civil law deals with wrongs committed against the public as a whole.
False
Credit memo and back order memo are synonymous (the same or nearly the same) terms.
False
During collection procedures, people tend to pay their dental bills last, unfortunately only about 25% of patients become "uncollectable"
False
Express mail is the postal service's premium delivery service, providing guaranteed overnight delivery for documents and packages weighing up to 200 pounds.
False
Indexing is when you review each record to determine if it is something that must be filed
False
It is not necessary to review or to make sure that each item listed coincides with the original order.
False
Net pay is the total amount of earnings before any deductions.
False
Nonexpendable supplies are single use items such as dental cements, stationery, anesthetics, and gypsum products.
False
Numerical filing system alerts staff members that a record normally kept in a specific location has been stored elsewhere.
False
The Health Insurance Portability and Accountability Act (HIPAA) of 1996, became effective immediately in the medical community but did not affect dentistry until April of 2008.
False
The act or art of leading a team to accomplish goals and objectives while using skill, care, and tactful behavior is considered a business.
False
This is a proper e-mail message: hey watz upl sending u a patient, b careful they r whiney and has a big mouth.
False
Tips for an efficient appointment management system should include multiple staff members to be in charge of the appointment system.
False
To improve rapport of dental staff all can be appropriate except:
Ignore dental staff and spread rumors
Informal communication can also be referred to as:
Grapevine
Employees must fill out_________ when hired to show legal residence in the U. S.?
INS form 1-9
The speaking voice has four separate but interrelated components:
Loudness, pitch, rate, quality
The surfaces included in tooth anatomy includes (this should be an easy one-think back to DEN 110 and 101):
M, D, O, I, L, F
Steps in resolving a problem within the office might include?
Make time available as soon as possible to discuss the problem Listen patiently to all the issues while keeping an open mind Exercise self-control Maintain a record All of the above*****
Chapters 11-13 Disadvantages of using a telephone recare system include all except which of the following?
May be a practice builder
In Chapter 2, it refers to some staff meetings as "huddle" meetings, these usually occur:
Morning or afternoon **** Monthly Quarterly Yearly
Which of the following items is a nonexpendable item?
Mouth mirror
Who is the most important person in the dental office?
Patient
Radiographs are films stored in the patients record, It should be labeled with all except:
Patient age, weight and height
Barriers that exist in patient communication can include:
Prejudice and poor listening Preoccupation and impatience Impaired hearing All of the above***** A and b only
which of the following would be a solution to eliminating time wasters?
Prepare a "to do" list
The two roles of dentistry are
Provide health care services and make a profit as a small business
Which of the following factors aid in determining the amount of a dental supply to order at one time?
Rate of use Shelf life Amount of capital outlay Amount of storage All of the above****
Email is a type of message service (software) that allows users to communicate directly with other users by sending messages electronically over communication channels.
True
When a patient calls the office and wants to see the dentist immediately due to a dental emergency, what should you do?
Schedule the appointment for the same day Schedule the appointment during a buffer period. Ask the patient questions to determine the severity of the emergency Both b and c*****
In the business office, good etiquette can include all except:
Seek out constant recognition for being a "do-gooder"
An example of an intangible product is:
Services (things you can't touch, not physical)
Dental restorations is an example of what kind of product?
Tangible (physical item that can be perceived by the senses of touch).
Ergonomics is the science that studies the relationship between people and their work environment.
True
Chapters 1-4 Before opening up a dental practice, the dentist should define and establish all except:
The procedure and the meaning of life
In the Provisions of the American's with Disability Act, which Title prohibits discriminating employment policies.
Title I**** Title Il Title II Title IV Title V
A Benefit Carrier is the insurance company, administrator, or other entity that manages eligibility, benefits, claims, and reimbursement for enrollees of a dental benefit contract
True
A business is an enterprise in which one is engaged to achieve a livelihood
True
A leader in an office today must embrace trust, a willingness to understand change, humility, commitment, focus, compassion, integrity, peacemaking, and endurance.
True
A packing slip is an enumeration of the contents of a package received from a supplier.
True
A person whose role is often defined as secretary, receptionist, business assistant, or front desk person is considered the Administrative Assistant.
True
Ability to prioritize tasks, determine how long each project will take, and work effectively in managing time to production is considered time management.
True
An employer must keep all records pertaining to employment taxes available for inspection by the IRS for at least 4 years.
True
As an effective leader, one must be willing to accept others as human beings without a desire to change them-Accept them for what they are, not for what they "ought" to be.
True
Civil law relates to duties between persons or between their government.
True
Consent is the voluntary acceptance or agreement to what is planned or done by another person. Two forms of consent are informed and implied.
True
Data refers to the facts or figures that the information system needs to produce accurate and timely information. Data are the raw material of the information system and are manipulated or processed by the computer to produce the finished product/information.
True
Dr. Abraham Maslow described a hierarchy of needs that aids in understanding how a person's needs motivate his or her behavior. There are five basic level of needs.
True
Dr. Carl Roger's client centered therapy philosophy belived that when working with patients one should respect patients as human beings, not just numbers, case studies, or research projects.
True
The licensed dentist is responsible for assigning specific duties to dental auxiliaries. If a dental assistant performs a procedure that is not legally delegable to be performed by the assistant - the assistant is liable for such action
True
The most common means of entering information and instructions into the computer is the keyboard.
True
The office policy should be a written statement of the dentist's philosophy, mission statement, and policies, defining the responsibilities of both the patient and the dental office staff.
True
The process of transmitting information from one person to another is considered communication.
True
The reception room used to be referred to as "Waiting Area". "Waiting Area" is no longer used because it has a negative connotation-makes patients think they are waiting and they could get impatient.
True
Time and motion refers to the amount of time and degree of motion required to perform a given task.
True
When a patient wants to transfer their dental records (for what ever reason) they must sign a written consent form.
True
When sending something by certified mail, the sender is given a receipt and proof of delivery that is recorded at the post office.
True
person who files a claim for reimbursement of covered costs is considered the claimant.
True
Keys to successful risk taking can include:
Trust in one's own abilities Be open-minded Overcome fear of mistakes Develop support teams All of the above****
Match the following abbreviations to the meaning of each.
Twice a day: BID Nothing by mouth: NPO As needed:PRN Every: q
The most popular numbering system used is:
Universal Numbering System
What following questions can be discussed during an interview with a prospective employee?
Where do you see yourself in 5 years?
Chapters 5,6,7 Some types of other technological devices used within the dental office includes portable storage devices known as:
a. memory cards b. USB flash drives c. hard disk d. all of the above****
Negligent acts that could occur in a dental office can include:
abandonment and mistaken identity medication errors and disease transmission burns and failure to obtain informed consent all of the above**** none of the above
Several employee records must be maintained in the office. These records can include:
application of employment merit evaluation forms health forms and medical records Federal employment eligibility verification forms employment agreements all of the above****** none of the above
An outline of a dental appointment book is referred to as a:
appointment book matrix.
A complimentary close provides a courteous ending to a letter, It is keyboarded a________space after the last line of the body of the letter.
double space
One should schedule extensive treatment such as crown and bridge work at the dentist peak energy time which usually is during
early morning
When young children need to have an appointment for dental work, it is better to schedule the appointment for_________so that it will not interfere with their nap periods or regularly scheduled activity times.
early morning
A "buffer" is used in the appointment scheduler for
emergency dental appointments busy periods of the morning busy periods of the afternoon all of the above.*****
When designing an office, you should include features such as
handicapped parking areas access ramps widen doors and doorways to accommodate wheelchairs and other devices Braille on elevator controls visual and sound alarms a-d only all of the above****
What does the abbreviation HIPAA stand for?
health insurance portability and accountability act
An______________ is a collection of elements that provide accurate, timely, and useful information.
information system
The work triangle in a business office consists of the reception zone, the work area zone, and the_______ zone.
intraoffice communication center
Which is not an example of external marketing?
lecture media advertising Follow up call **** business cards website
For a________inventory system, a tag or color coded tape can be used to indicate when it is time to re-order a certain supply or product.
manual
_________ is a form of advertising and in dentistry it is what one does within the office to retain patients
marketing
Reconciliation or sending out a bank statement is typically done:
monthly.
When a patient who enter the reception room and sits down, locking the ankles together and clenching the hands, may be expressing fear by holding back emotions, This is an example of which type of nonverbal cues.
nervousness
2nd class mail can include material such as:
newspapers and magazines
All of the following are considered nonessential documents except:
payroll records
Masons hierachy of needs include:
physiological security social ego self actualization *ALL*
Barriers of communication can include:
prejuding hearing a patient but not listening preoccupation none of the above all of the above****
All of the following are examples of how to reduce fatigue and eyestrain when working on the computer except:
purchase of reading glasses.
When a dental supply has an expiration date, it is commonly referred to as the:
shelf life.
The computer system is directed by a series of instructions called a computer program or also known as _________ which directs the sequence of operations the system is to perform.
software.
A patient is to have treatment in the amount of $1238. The patient has a $500 deductible. This means that the:
subscriber must pay $500 before the plans benefits begin.
In reference to appointment management, prime time refers to:
the time most frequently requested by patients.
Three times a day has the abbrevation of:
tid
All of the following are features to consider when purchasing a copier except the:
weight of the copier.
Dovetailing an appointment means:
working a second patient into the schedule during another scheduled patients treatment