dental office procedures final review

which statement creates the best verbal image?

"ill find someone who can help you

which statement should be avoided during communication with a patient?

"this won't hurt"

How should telephone messages be obtained when the dental office is closed

Answering machine and Answering service

______ are procedure codes that are assigned to dental services in the process of dental insurance.

CDT

The goal of ergonomics is to

Help people stay healthy and perform work more effectively

The method of calculating fee-for-service benefits is _______.

UCR, schedule of benefits, and fixed fee

Which dental professional is key in the marketing of practice because they have first contact with the patient

business assistant

who oversees the financial activities of a dental practice

business assistant

How are objective fears attained ?

by learning fears from past experiences

How could a patient be psychologically influenced by the attitude of others

by subjective fear

Is a list of patients who can come in for an appointment on short notice.

call list

patient rights include all of the following except to

cancel dental appointments at a moment's notice

large, costly items taht are seldom replaced

capital supplies

A(n) _________ is the insurance company that pays the claims and collects premiums

carrier

COD means

cash on delivery

What means of payment can a patient use for his or her account?

cash, credit, insurance

How can you reduced eye strain?

change your visual distance from short to long distance

What form is used to transmit a patient's fee for service from the treatment area to the business office?

charge slip

A(n) _______ is a draft or an order on a bank for payment of a specific amount of money.

check

Where would you record check deposits made on an account?

check register

A filing system that divides materials into months and days of the month.

chronologic file

what continues to replace manual work in the business office?

computer

A ____ is a business machine that can make duplicates from an original.

copier

embarrassment is communicated by which nonverbal cue?

covered mouth

Americans spend more time with their_______than Anyone else.

coworkers

a form indicating that the dentists account has been adjusted for the cost of a returned item

credit memo

A filing system that uses an alphabetic order by name and also assigned number.

cross reference file

Pain that results from the ongoing stresses to muscles, tendons, nerves, and joints.

cumulative trauma disorders

A fee that is within the range of the usual fee charged for a service is the _________ fee.

customary

How often should bank deposits be made?

daily

A printed schedule of that days procedures that is placed throughout the office for viewing by staff.

daily schedule

What is the specified amount of money that an insured person must pay before his or her insurance goes into effect?

deductable

which type of treatments are commonly dovetailed in an appointment schedule?

denture adjustment

A child or spouse of an insurance subscriber is considered to be a(n) _________

dependent

A(n) ________ is an itemized list of the funds to be deposited into the bank.

deposit slip

which time of the day is considered most appropriate to treat young children?

early morning

what is the single most important characteristic of a staff member?

enthusiastic attitude

Is the adaptation of the work environment to the human body.

ergonomics

single use items

expendable supplies

__________ constitute the overhead that a business requires in order to keep operating.

expenses

The uisness machine that is attached to a phone line and can send written or typed materials is the ____.

fax machine

What piece of equipment allows you to send and receive typed documents?

fax machine

Is the means of classifying and arranging records so they can be easily retrieved when needed.

filing

abuse is associated with which clinical sign?

fractured teeth

how should a new employee learn about office protocol

from an office procedure manual

what happens to an item is not available from a supply company

goes on backorder

Which component is included in the salutation of a letter?

greeting

______ is the total of all professional income received.

gross income

what is not considered an expandable item

handpiece

What types of disorders are considered to be musculoskeletal disorders

headaches

time is set aside in an appointment book framework for all the following

holidays, lunch hour and staff meetings

which is the first question to ask a patient that calls the dental office and want to see the dentist due to toothach

how long has the tooth been bothering you

if a PT does not keep his or her appt. where should this be recorded

in the pt record and in appt book

A patient who has not been seen in the past 5 years

inactive

if a PT has not been seen withing the past 4 years, what is his or her status as a PT of the practice

inactive

What term indicates that an account does not have enough money to cover a check?

insufficient funds

a list of the contents of a package, the price of each item enclosed, and the total charge

invocie

A(n) ________ is an itemized list of goods that specifies the prices and terms of sale.

invoice

Which should not be a stress factor for someone working in a dental office?

job flexibility

Is the estimated period to allow for delays when materials are ordered or backordered materials are shipped.

lead time

A financial statement that maintains all account transactions of a patient is a(n) ________.

ledger

Is a type of file or statement that contains the patient.

ledger

another term used for a PT statement is

ledger

The ____ is the part of a letter that contains the name and address of the person sending the letter.

letterhead

How would a business follow through on the collection fees?

letters, phone calls, and a collection agency

____ is a way of advertising or recruiting people to your business.

marketing

an appointment book ____ is the framework around which appointments are made

matrix

an outline of a dental appointment book is referred to as a

matrix

the reach created when the upper arm is fully extended.

maximum horizontal reach

the reach created by the vertical sweep of the forearm while keeping the elbow at mid-torso level

maximum vertical reach

are disorders of the muscles and skeleton such as neck and should pain, back pain, and carpal tunnel syndrome.

musculoskeletal disorders

A paycheck is a person's _______

net income

__________ is the income minus the expenses taken out.

net income

the position in which the body is properly aligned and the distribution of weight throughout the spine is equal.

neutral position

reusable items that do not constitute a major expense

nonexpendable item

What type of communication describes our body language?

nonverbal communication

____ is the type of Communication that uses body language for expression.

nonverbal communication

is the reach created by the sweep of the forearm with the upper arm held at the side.

normal horizontal reach

what elements should be outlined in an appt. book

office hours, buffer times, and meetings

what is the minimum number of appointments needed for a pulpectomy?

one

A bookmark for a filing system.

outguide

what is used to mark a space where a file has been taken

outguide

an enumeration of the items uncluded in and order;it does not include the cost per item

packing slip

Which document will arrive with the shipment of supplies?

packing slip, invoice, and statement

the most important person in the dental office is the

patient

Is an individual who has been examined by the dentist and for whom treatment has been planned.

patient of record

If a dental office does not have a computerized accounts receivable system, what manual system would be used?

pegboard system

A small amount of money kept on hand for small daily expenses is ________.

petty cash

Lowest level of Maslow's hierarchy of needs

physiological

What is the most common risk factor that contributes to musculoskeletal disorders

poor posture

_______ is the term used for documenting money transactions within a business.

posting

Which is a valuable communication tool for dental practice?

practice newsletter

Select a less intimidating term for the word "drill".

prepare

The dentist informs you that the patient will need three appointments to complete a three-unit bridge. These appointments will likely be to:

prepare the teeth, try in the bridge components, and seat the bridge

The dentist informs you that the patient will need two appointments to complete a cast-metal crown, these appointments will be to

prepare the tooth and seat the crown

Where should the business assistant discuss financial arrangements with a patient?

private setting

The _______ is the dentist who offers treatment to a patient.

provider

Is a form that authorizes the buying or supplies from the supplier.

purchase order

a standardized form for ordering supplies

purchase order

Is the amount of a product used within a given time.

rate of use

what factors must be determined when a product has to be reordered

rate of use, shelf life, lead time

A fee that is considered fair for an extensive or complex treatment is called __________.

reasonable

What form will you use to gather financial information from a patient?

registration form

Are placed on items when the supplies are close to being low and the items need to be replaced.

reorder tags

Is a formal request for supplies

requistion

The person who has agreed to pay for an account is the _______.

responsible party

What is one of the most important factors in preventing carpal tunnel syndrome?

resting the hands

What non verbal behavior could signify tension and uneasiness in dental patient?

restrained gait, grasping the chair arm, rapid shallow breathing

An example of fixed overhead is _________.

salaries

how are supplies ordered

sales rep, phone or fax, online

the part of the letter that contains the introductory greeting is the ____.

salutation

the highest level of maslow's hierarchy of needs is

self-actualization

Is the period before it begins to deteriorate and is no longer useable

shelf life

injuries caused by sudden twisting or wrenching of a joint with stretching or tearing of ligaments.

sprains

The ________ is a summary of all charges, payments, credits, and debits for the month.

statement

a request for payment submitted by the dental supplied

statement

injuries caused by extreme stretching of muscles or ligaments.

strains

What is the key to successful work environment?

teamwork

The_____is the most important item in a dental office used for public relations

telephone

He business telephone should be answered after______ring

the first

the fleshy elevation of the palm side of the hand.

thenar eminence

prime time in reference to appointment management refers to the

time most frequently requested by patients

The _______ is a change in payment or an adjustment made to a financial account.

transaction

T or F: patients should not be moved up or down in the schedule simply for convenience of the practice?

true

T or F: time may be assigned to an EFDA to perform legal clinical tasks without the dentist needing to be assigned to the patient

true

Time increments used in scheduling appointments

units

____ is the type of communication by which we use words to express ourselves.

vertical communication

The ________ is similar to a receipt in that it shows the account balance

walkout statement

Is a list of supplies to be ordered.

want list

A written statement that outlines the manufactures responsibility for replacement and repair of a particular product.

warranty

An example of an external marketing activity is _______.

website

____ a computer program used to create most buisness documents.

word processing software

Which is the most common unit of time used for appointment scheduling in an expanded function practice?

10 minutes

how many minutes make up 1 unit of time for scheduling

10 to 15 minutes

What percentage of gross revenue should a dental practice invest in marketing?

3 to 5%

which unit of time is not a common increment found in a dental appointment system?

30 minutes

how much free space should be left on each shelf of a filing cabinet

4 inches

what is most common time frame for scheduling recall appts.

6 months

What percentage of verbal communication is never heard?

90%

What types of bookkeeping systems are used in a dental practice?

Accounts receivable and accounts payable

The best way to call an irate patient

Listen,Maintain eye contact, Nod your head when the patient is talking.

Besides the patient of practice, who would the business assistant correspond with?

Other dental professionals, Physicians, Dental insurance companies

how is an item marked for reorder

Reorder tags

a form supplied by the manufactuer that provides information about a hazardous material

SDS

_______ is a system designed to maintain the financial records of a business.

accounting

Expenses and disbursements paid out from a business are called ______.

accounts payable

Money that is owed to the practice is considered _________.

accounts receivable

A patient is one who has been seen in the last 2-3 years.

active

When should an office begin collection efforts on a past due account?

after 30 days

the objectives of good appointment book management include all EXCEPT which of the following?

allow for maximum downtime

what is the easiest filing system

alphabetic

What types of gloves are most likely to aggravate carpal tunnel syndrome?

ambidextrous gloves

a form accompanying an order that notifies the purchaser that an item ordered is not currently in stock at the supply house and will be sent at a later date

back order memo

which office decor is recommended for the reception room?

bright and cheerful

The specific time reserved on the schedule for emergencies.

buffer time