MOA TEST 2 MC
double booking
2 or more patients are given the same appointment time
tone
____ of voice is able to put people at ease in a telephone conversation
bias
_____ is an individuals slant toward a belief
clustering
a block of time, either hours or days of the week is set aside for particular types of cases
fax
a facsimile transmission sent over telephone lines from one fax machine to another
screening
act of evacuating the urgency of a situation and prioritizing treatment
portable data storage
always backup stored data onto _____.
Prejudice
an opinion formed before all facts are known
emergency instructions
automatic answering system should begin with ____.
release of information
before speaking to an insurance company about a patient, make sure there is a signed ______ form in the patient's chart
matrix
blocking off times in the appointment book when patients are not to be scheduled by marking a X through these time slots is called "establishing the ______"
defragmentation
computer maintenance is generally limited to keeping it dust free, removing files, install security patched & ______
stream scheduling
each patient is assigned a specific time
sympathetic nervous system
humans best chance of survival "fight or flight" is performed by the ________.
4 AM
if it is 7 AM eastern time, it is _____ pacific time
enunciation
implies speaking your words clearly & articulating carefully
nonverbal communication
language humans first learn
answering services
live operator and an answering machine are 2 methods of taking call after hours
modified wave scheduling
multiple patients are scheduled in the 1st half hour of each hour, followed by a single appointment every 10-20 minutes
chew gum
never _____ while talking on the phone
30 seconds
no call should be left unattended for more than ____.
etiquette
on the phone, using good manners & treating others with consideration
open hours scheduling
patients are seen throughout a particular time frame, they sign in and are seen on a 'first come, first serve' basis
process of sending, receiving, storing and forwarding message in digital form through computer networks
HIPPA
responsible for patient confidentiality, building features, and safety considerations
automated routing unit (ARU)
system that answers a call with a recorded voice that directs the caller to access a department or service by pressing a specific number
3
the phone should not ring more than ___ times before it is answered
hold
this button on the phone is probably the most misused piece of equipment in the office
practice base
this schedule is very customized and may use more than one scheduling system
jargon
using professional ______ may only confuse people outside the profession
lawsuits
violations of confidentiality leave the practice vulnerable to _____.