MAI105 Ch. 2

When a patient with the flu describes how he/she has been unable to sleep, the empathic medical assistant responds with: "You cannot expect to sleep when you are sick." "I feel sorry for you." "I know how the flu can disrupt sleep." "You should have taken some cold medicine." "It will get better soon."

"I know how the flu can disrupt sleep."

Which of the following are key strategies for ensuring your success as a medical assistant? a. Critical thinking, time management, and stress management b. Professional appearance, teamwork, and critical thinking c. Teamwork, organization, and professional boundaries d. Work quality, punctuality, and stress management e. Goal setting, time management, and teamwork

A. Critical thinking, time management, and stress management

A medical assistant demonstrates ____ when deciding an unscheduled patient with chest pain should see the doctor before a scheduled patient. a. professional judgment b. persistence c. preferential treatment d. little compassion e. inappropriate behavior

A. Professional judgement

After listening to Hailey—a new employee—talk with a patient, Lynda quietly takes Hailey aside and suggests a more diplomatic way to have handled the situation. Hailey thanks Lynda for the suggestion and says she will remember it in future conversations with patients. What professional characteristic is Hailey displaying? Acceptance of criticism Knowledge Persistence Professional appearance Patient advocacy

Acceptance of criticism

Which of the following is not a technique for maintaining professional boundaries with a patient? Agree to meet the patient outside the workplace Avoid giving the patient money Use only tasteful, appropriate humor Address the patient by his or her last name Do not offer advice on personal matters.

Agree to meet the patient outside the workplace

Your first impression on your patients, coworkers, and physicians is your ____. technical expertise professional behavior work quality credentials appearance

Appearance

Soft skills are difficult to observe and evaluate because they reflect a person's ____. attitudes experience level technical skills appearance clinical techniques

Attitudes

Which of the following involves careful listening, observing, speaking, and writing? a. Empathy b. Communication skills c. Persistence d. Critical thinking skills e. professional judgment

B. Communication skills

The first step in the problem solving process is to ____. a. analyze the potential solutions and strategies b. identify the problem and define it clearly c. implement the strategy that appears to be the best solution d. identify the potential effects of the problem e. clearly identify the objectives to be achieved

B. Identify the problem and define it clearly

Kendra is having a busy morning. The phone is ringing almost constantly, and several patients have approached the reception window with questions. Kendra answers the phone, determines that the patient who is calling does not have an emergency, and asks if she can call him back. She then deals with the patients who have questions. Within 30 minutes, Kendra telephones the patient who called earlier. By returning the telephone call in a timely manner, Kendra is exhibiting which professional behavior? a. Comprehension b. Integrity c. Empathy d. Growth e. Punctuality

B. Integrity

When Caitlin arrives at the clinic to begin her shift as administrative medical assistant, the phone is ringing, a coworker comes over with a question about a patient, a physician wants her to check on lab results for another patient, and a patient is standing at the desk in the reception area waiting to be helped. What is the first thing Caitlin should do? a. Answer the phone b. Prioritize all of the tasks c. Help the patient standing at the reception desk d. Answer the coworker's question e. Check the lab results for the physician

B. Prioritize all tasks

Which of the following is an example of a soft skill? Managing medical records Cleaning an exam room Assisting a physician with patient examination Being dependable Scheduling appointments

Being dependable

Which of the following is not an example of a hard skill? a. Interviewing patients b. Coding for insurance purposes c. Being honest d. Scheduling appointments e. Taking vital signs

C. Being honest

Mr. Ringsmuth is agitated and is talking loudly at the front desk because his appointment time has passed. The receptionist has had no success in calming him down and asks you to intervene. You apologize to Mr. Ringsmuth for the delay and quietly explain that the doctor had an emergency call and is running about 30 minutes behind in appointments. You reassure Mr. Ringsmuth that he will see the doctor shortly and will have adequate time for his appointment. Which professional behavior are you exhibiting? Integrity Communication Comprehension Organization Persistence

Communication

Which of the following includes quickly evaluating circumstances, solving problems, and taking action? Critical thinking Empathy Comprehension Integrity Teamwork

Critical thinking

Which of the following is not one of the stages that lead to burnout? a. Phoenix phenomenon b. Brownout phase c. Honeymoon phase d. Boredom phase e. Full-scale burnout phase

D. Boredom phase

As a medical assisting professional, your attitude ____. a. does not matter as long as you are positive b. should become aggressive when necessary c. should be true to your own feelings d. can be different with coworkers than with patients e. allows you to learn from criticism

E. Allows you to learn from criticism

An example of a behavior that reflects integrity in a medical assistant is ____. a. always having a positive outlook b. wearing the proper clothing c. complying with OSHA d. showing self-confidence e. being honest

E. Being honest

Which of the following statements describes knowledge? a. Observing professional boundaries b. Memorizing the steps in a procedure c. Ability to learn, retain, and process information d. Understanding what a patient feels without having the experience yourself e. Understanding the "why" of what you are doing

E. Understanding the "why" of what you are doing

You will experience ongoing assessment of your professional behaviors in all of the following environments except ____. a. promotion consideration b. the hiring process c. your student work experience d. performance evaluation in the workplace e. your favorite hobby

E. Your favorite hobby

Which of the following occurrences is not likely to be a cause of stress? a. Having an argument with your best friend b. Forgetting to complete a homework assignment c. Dealing with an angry patient on the phone d. Learning a new skill for your job e. Making a good grade on a test

E. making a good grade on a test

Brent is attempting to interview a woman who came to the clinic because she is having pains in her side. He is trying to find out the type and level of pain she is experiencing, but every time he asks her a question, her husband answers for her. She has not spoken a single word to Brent during the entire interview. Brent is becoming a little annoyed, but he smiles and carries out the interview as best he can. He treats both the woman and her husband with great respect. Brent is displaying the professional behavior of ____. a. Maintaining professional appearance b. accepting constructive criticism c. patient advocacy d. showing self-confidence e. respecting cultural diversity

E. respecting cultural diversity

Which of the following is not a potential effect of ongoing stress? Increased risk for developing cancer Increased risk for diabetes Elevated risk for developing asthma Elevated resistance to colds High blood pressure

Elevated resistance to colds

What is the term for the ability to identify with and understand another person's feelings? Sympathy Commiseration Rationalization Experience Empathy

Empathy

The need for ____ occurs when a physician's schedule changes to include evening and weekend hours. critical thinking professional judgment empathy flexibility communication skills

Flexibility

A medical assistant working in a pediatrician's office who takes a continuing education class on child development demonstrates ____. growth integrity acceptance of criticism flexibility responsibility

Growth

The minimum proficiencies necessary to do a job are known as ____. competency skills diploma skills dependent skills soft skills hard skills

Hard skills

Which of the following actions is most likely to help a person reduce stress? Identify sources of conflict and try to resolve them. Allow yourself exactly 6 hours of sleep each night Oppose anything that will cause a change in your life. Reduce the amount of time you spend exercising each week Increase the number of snacks you eat between meals.

Identify sources of conflict and try to resolve them

Which of the following is a typical result of teamwork in a healthcare facility? No one needs to depend on anyone else. Patient satisfaction is low. Tasks take longer to complete. Activities are difficult to coordinate. Job satisfaction is high.

Job satisfaction is high

Kaleb is instructing a patient on how to care for the cast on her right arm. When he asks the patient if she has any questions, she says, "I work at an aquarium. I can avoid submerging the cast in water, but I cannot avoid water splashes entirely. Will there be any bad effects if I keep the entire cast covered with plastic all day, every day?" Kaleb does not know the answer, so he asks her to wait while he finds out the answer. She tells him not to bother, but he insists on finding the answer for her. Kaleb's behavior shows ____. a. a good work ethic b. critical thinking skills c. teamwork d. organizational skills e. dependability

Not b or e

Prioritizing your tasks on a very busy day is an example of which professional behavior? Communication Empathy Organization Teamwork Self-confidence

Organization

An 8-year-old girl is brought to the outpatient clinic by her mother, who states that the child fell while playing and may have broken her arm. You gently ask the child if you can look at her arm, but she runs to the corner of the room and crouches down, terrified. A closer look reveals half-healed bruises on both arms. You leave the room and report to the licensed practitioner that you suspect that the child is being abused. In doing this, you are displaying the professional behavior of ____. maintaining professional boundaries respecting cultural diversity accepting constructive criticism showing self-confidence patient advocacy

Patient advocacy

Your work ethic is the result of your ____. level of experience technical skills job title physical ability professional behaviors

Professional behaviors

Dorothy is a 6-year-old child who has severe asthma and comes in frequently for checkups. She is a happy, friendly child, and the entire office is fond of her. One day you notice a coworker giving Dorothy a little handmade ragdoll. Which professional behavior does your coworker need to improve? Professional boundaries Patient advocacy Communication Professional appearance Work quality

Professional boundaries

medical assistant who completes all work and documents all of the day's activities before leaving for the day is demonstrating ____. critical thinking growth professionalism self-confidence knowledge

Professionalism

Being at your duty station and ready to work at the beginning of your shift is an example of ____. communication professional boundaries professional appearance teamwork punctuality

Punctuality

Which of the following is not included in the professional behavior of comprehension? Releasing information Knowing how to use information Retaining information Analyzing information Having information

Releasing information

When a patient has a stroke in a physician's waiting room, it is essential for the medical assistant to first ____. document the details of the incident call an ambulance ask the other patients what happened remain calm yell for help

Remain calm

Tracy works in the billing and coding department of a busy outpatient clinic. She receives a phone call from an irate patient who claims he was overcharged by $246.73 for a recent procedure. Tracy could not immediately find the patient's record, so she followed the problem-solving steps and implemented what she considered to be the best solution: tell the patient that she would look into it and call the patient back. The patient becomes even angrier, saying that he "will not stand for being put off like that." What should Tracy do now? Report to her supervisor that a patient is verbally abusing her. Tell the patient she will adjust his account, because "the patient is always right." Repeat the steps of the problem-solving process to find another solution. Tell the patient she cannot help him and hang up the phone. Place the patient on hold for 30 minutes while she looks up the records.

Repeat the steps of the problem-solving process to find another solution

Knowing what you know and what you don't know is part of being ____. self-confident judgmental organized punctual persistent

Self-confident

A personal qualification to be an effective and productive medical assistant is to ____. have experience as a nursing assistant show respect to patients take a patient's vital signs pass an accreditation exam graduate from an accredited program

Show respect to patients

Showing up for work on time every day is an example of a ____. dependent skill diploma skill hard skill soft skill competency skill

Soft skill

Which of the following is not considered part of team dynamics? Avoiding interpersonal conflict with other team members Assisting each other on a daily basis Performing extra responsibilities without complaining Taking credit for individual successes Being considerate of all team members' responsibilities

Taking credit for individual successes

Zeke is a medical assistant at Bedford Clinic. His primary job responsibility is working with Dr. Garcia, but Dr. Garcia is currently on vacation, so Zeke's duties are light today. He notices that the two medical assistants in the reception area are swamped with work, so he offers to lend a hand. Zeke is exhibiting the professional behavior of ____. judgment teamwork critical thinking punctuality attendance

Teamwork

Two aspects of being organized are ____. time management and prioritizing teamwork and knowledge integrity and growth self-confidence and persistence communication and judgment

Time management and prioritizing

Which of the following is not recommended for maintaining a professional appearance? Wearing clean, white shoes Wearing clothes in the latest fashion Keeping jewelry to a minimum Choosing a flattering, conservative hairstyle Making sure tattoos are not visible

Wearing clothes in the latest fashion

Which of the following personal qualifications is necessary for the overall efficiency of the medical facility? Critical thinking skills Willingness to work as a team member Remaining calm in a crisis Personal and professional growth Acceptance of criticism

Willingness to work as a team member

Which of the following statements describes someone who is experiencing the awakening phase in the stages that lead to burnout? You lose your self-confidence and self-esteem. You arise from the burnout ashes, adjusting to reality. You realize that your initial expectations were unrealistic. You become increasingly tired, bored, and frustrated. You are delighted with your job, your coworkers, and the organization.

You realize that your initial expectations were unrealistic

One of the effects of good time management is ____. a. achieving less during the workday b. having less time for your personal life c. increasing your personal stress d. eliminating the stress of work overload e. being overly busy

d. eliminating the stress of work overload

Continuing inspite of difficulties, being determined, and overcoming obstacles are characteristics of a person who is ____. honest knowledgeable organized caring persistent

persistent