CH 10 Written and Electronic Communication

Which style of punctuation requires no punctuation after certain parts of the letter, including the salutation and the signature block? - Closed punctuation - Open punctuation - Mixed punctuation - Incomplete punctuation

- Open punctuation

To help speed mail sorting processing, the last 2 lines of an address is read and mail is sorted accordingly using ______? - Address Scanners - Optical Character Readers - Human Staff - Bar Code Scanners

- Optical Character Readers

Which of the following is a dictionary of medications, with up-to-date information on prescription and over-the-counter drugs? - Dictionary - Thesaurus - Medical dictionary - Physician's Desk Reference

- Physicians' Desk Reference

If the doctor authorizes you to sign letters, you should sign the doctor's name and _______? - Require the doctor to sign the letter. - Sign your name after the doctor's. - Place your initials after the doctor's signature. - Mail them immediately without putting your initials after the doctor's signature.

- Place your initials after the doctor's signature.

The proper use of paragraphs in a business letter includes ________? - Using one long paragraph in the body of the letter - Including 2 or 3 topics or ideas in the same paragraph - Using multiple, short paragraphs - Placing related thoughts and ideas in the same paragraph

- Placing related thoughts and ideas in the same paragraph

What is an appropriate reason to use the passive voice in correspondence? - To soften the impact of negative news - To sound more direct - To get the attention of patients - To make more of an impact

- To soften the impact of negative news

Match the mail items with their most likely priority level. - Top Priority - Second Priority - Third Priority - Fourth Priority - Fifth Priority TERMS: - Packages - First-Class Mail - Confidential Mail - Overnight Mail - Magazines

- Top Priority - Overnight Mail - Second Priority - Confidential Mail - Third Priority - First-Class Mail - Fourth Priority - Packages - Fifth Priority - Magazines

Where is the body of a letter found? - At the left margin on the second line below the inside address - 2 lines below the salutation or subject line - 2 lines above the salutation or subject line - 3 lines below the dateline

- Two lines below the salutation or subject line

Which of the following are general guidelines for letters? (MORE THAN ONE ANSWER) - Use short sentences - Use long paragraphs - Use 2 inch margins on the left and right side - Double space between paragraphs - Include 2 or 3 sentences in each paragraph

- Use short sentences - Double space between paragraphs - Include 2 or 3 sentences in each line

What is one of the most important means of communicating a professional image for the medical office? - Using well-written, neatly prepared correspondence - Creating a vague document - Using slang - Sending a carelessly prepared letter

- Using well-written, neatly prepared correspondence

What is the standard setting for the margins in a business correspondence? - 0.5 inch - 2 inches - 1 inch - 1.5 inches

- 1 inch

To be considered first-class mail, items must weigh equal to or less than how many ounces? - 11 - 9 - 12 - 8

- 11

How many grades of return address envelopes are stocked by a medical office? - 2 - 6 - 8 - 4

- 2

There are ______ different types of punctuation used in correspondence? - 4 - 3 - 2 - 5

- 2

Standard, or letter-size, paper is used for most general business documents. It measures ____? - 7 X 11 inches - 8 1/2 X 11 inches - 8 1/2 X 14 inches - 8 1/2 X 10 inches

- 8 1/2 X 11 inches

What is required with certified mail? - Notation that the envelope was left on the porch - Pick up at the Post Office - A signature upon delivery - Cash on delivery

- A signature upon delivery

Which of the following are characteristics of effective writing? (MORE THAN ONE ANSWER) - Write the same way, regardless of the recipient - Accurately convey the purpose of the letter - Use technical words and long sentences - Be concise and specific

- Accurately convey the purpose of the letter - Be concise and specific

What is the correct way to show ownership with singular nouns? - Add an apostrophe followed by an "s" - Add an "s" followed by and apostrophe - Add an "s" - Add an apostrophe

- Add an apostrophe followed by an "s"

Beginning with the first item on top, list the items in the inside address on a professional letter. - Addressee's courtesy title and name - Street address - Business title - Company name - City, state, and zip code

- Addressee's courtesy title and name - 1 - Street address - 4 - Business title - 2 - Company name - 3 - City, state, and zip code - 5

When should you process all incoming mail? - First of every month - At a specific time of day - As each piece of mail comes in - First of every week

- At a specific time of day

A letter that is addressed to a company but sent to be seen by a particular individual should include a(n) _______? - Salutation - Reference initial - Subject line - Attention line

- Attention line

The body of a business letter should be _____? - Be double-spaced - Use long sentences - Be single-spaced - Consist of one long paragraph

- Be single spaced

What is another name for the No. 10 envelope most commonly used in the medical office? - Personal - Business - Padded - Common

- Business

Which of the following are phrases that are too casual for business communications? (MORE THAN ONE ANSWER) - Catch you later. - Thanks a million. - Take it easy. - Thank you.

- Catch you later. - Thanks a million. - Take it easy.

What is the first step in preparing a professional-looking document? - Choose the right supplies - Spell-check the document - Compose the document - Print the document letterhead

- Choose the right supplies

Match the terms clarity, concise, editing, and proofreading with their definitions. - Clarity - Concise - Editing - Proofreading TERMS: - Stating a message so that it can be understood easily - Using brief, specific sentences - Checking a document for grammatical, spelling, and formatting errors - Checking a document for factual accuracy and logical flow

- Clarity - Stating a message so that it can be understood easily - Concise - Using brief, specific sentences - Editing - Checking a document for factual accuracy and logical flow - Proofreading - Checking a document for grammatical, spelling, and formatting errors

Which of the following can be used for editing or proofreading a document? (MORE THAN ONE ANSWER) - HIPAA guide - Electronic Health Record software - Coding manual - Dictionary

- Coding manual - Dictionary

In an identification line, the letter writer's initials are followed by a slash or a ______? - Semicolon - Colon - Period - Comma

- Colon

Which punctuation mark should follow the salutation in a formal letter? - Period - Semicolon - Colon - Comma

- Colon

What punctuation is used in a letter using mixed punctuation? (MORE THAN ONE ANSWER) - Colon after the copy notation - Colon after the identification line - Colon after "Attention" in the attention line - Comma after the complimentary closing - Colon or period after the enclosure notation - Colon after the salutation - Comma after the attention line

- Colon after the copy notation - Colon after "Attention" in the attention line - Comma after the complimentary closing - Colon or period after the enclosure notation - Colon after the salutation

What punctuation is placed after the complimentary closing? - Question mark - Comma - Colon - Period

- Comma

List the information that should be included in an inside address? (MORE THAN ONE ANSWER) - Company Name, If Applicable - Courtesy Title with the Intended Receiver's Full Name - Full City Name without Abbreviations - Abbreviated Words, Such As "St" or "Dr" - Two-Letter State Abbreviations

- Company Name, If Applicable - Courtesy Title with the Intended Receiver's Full Name - Full City Name without Abbreviations - Two-Letter State Abbreviations

Match the letter writing terms with their definitions. - Complimentary Closing - Inside Address - Signature Block - Body - Salutation TERMS: - Content of a letter - Writer's name and business title - Written greeting - "Sincerely" or "Beat Regards" - Name and address of the person whom a letter is being sent

- Complimentary Closing - "Sincerely" or "Best Regards" - Inside Address - Name and address of the person whom the letter is being sent - Signature Block - Writer's name and business title - Body - Content of a letter - Salutation - Written greeting

What information does an inside address contain? - Salutation - Courtesy line - Subject line - Delivery notation

- Courtesy line

Which of the following is an example of an administrative role of a medical assistant? - Performing ECGs - Performing urinalysis - Charting vital signs - Creating documents

- Creating documents

Which of the following types of errors involves mistyping monetary figures? - Formatting - Mechanical - Data - Grammatical

- Data

What are 3 types of proofreading errors? (MORE THAN ONE ANSWER) - Data - Language Usage - Mechanical - Formatting

- Data - Mechanical - Formatting

Which of the following consists of the month, day, and year and begins below the letterhead? - Inside address - Letterhead - Salutation - Dateline

- Dateline

Beginning with the first step on top, list the parts of a professional letter in order. - Complimentary Closing - Inside Address - Dateline - Body - Signature Block - Salutation

- Dateline - Inside Address - Salutation - Body - Complementary Closing - Signature Block

Which of the following are correct examples of salutations used before the person's name in a business letter? (MORE THAN ONE ANSWER) - Dear Mrs. - Dear Mister - Dear Mr. - Dear Ms. - Dear Friend

- Dear Mrs. - Dear Mr. - Dear Ms.

Which process ensures that a document is accurate, clear, and complete? - Mailing - Editing - Writing - Reference

- Editing

Whereas ______ is checking a document for factual accuracy and clarity, ______ is checking the document for grammar, spelling, and format errors. - Proofreading; editing - Spell-checking; grammar-checking - Editing; proofreading - Fact checking; formatting

- Editing; proofreading

Transmissions that are physically moved from one location to another using a disk, a compact disk, or any other portable computer drive are considered ______? - Text media - Written media - Mainstream media - Electronic media

- Electronic media

Letter-folding equipment can be used preparing large volumes of outgoing mail to make the process _____? - Faster - Slower - Standard - More precise

- Faster

Which of the following private delivery companies provide shipping supplies? (MORE THAN ONE ANSWER) - FedEx - USPS - UPS - Couriers

- FedEx - UPS

Paragraphs in a modified-block style are______? - Indented 1in - Indented 1/2in - Centered - Flush Left

- Flush Left

Where are notations located in a business letter? - Flush left, 2 lines below the body of the text - Flush left, 2 lines below the identification line - Flush right, 2 lines above the complementary closing - Centered, 2 lines below the identification line

- Flush left, 2 lines below the identification line

Which of the following types of errors involves the positioning of the parts of a letter? - Mechanical - Grammatical - Formatting - Data

- Formatting

Which areas are checked when proofreading a document? (MORE THAN ONE ANSWER) - Formatting - Spelling - Grammar - Tone - Conciseness

- Formatting - Spelling - Grammar

What is the most common letter style used in medical offices? -Modified-Block - Simplified - Modified-Block with Indented Paragraphs - Full-Block

- Full-Block

Match the letter style terms with their definitions. - Full-Block Letter Style - Modified-Block Letter Style - Optical Character Reader - Simplifies Letter Style TERMS: - Letter style in which the salutation is omitted and a subject line in all capital letters is placed between the address and the body of the letter - Electronic device that helps speed mail processing - Letter style in which all lines are flush left - Letter style in which the dateline, complementary closing, and signature block are aligned at the center of the page or slightly to the right of center

- Full-Block Letter Style - Letter style in which all lines are flush left - Modified-Block Letter Style - Letter style in which the dateline, complementary closing, and signature block are aligned at the center of the page or slightly to the right of center - Optical Character Reader - Electronic device that helps speed mail - Simplifies Letter Style Letter style in which the salutation is omitted and a subject line in all capital letters is placed between the address and the body of the letter

Which part of a letter are placed at the left margin in the modified-block style? (MORE THAN ONE ANSWER) - Identification line - Complimentary closing - Notations - Dateline

- Identification line - Notations

Which of the following are correct procedures for signing medical office letters? (MORE THAN ONE ANSWER) - If the doctor prefers to sign all letters, place the letters on the doctor's desk in a file marked "for your signature." - To save time, mail medical office letters without the doctor's signature or your initials. - If the medical assistant is authorized to sign letters for the doctor, sign the doctor's name and initial after it. - The medical assistant can sign his or her name and type the doctor's name in the signature block.

- If the doctor prefers to sign all letters, place the letters on the doctor's desk in a file marked "for your signature." - If the medical assistant is authorized to sign letters for the doctor, sign the doctor's name and initial after it.

Where is the salutation in a business letter? - After the body of the letter - Centered under the subject line, followed by a colon - 2 lines below the last line of the body, followed by a colon - In the left margin on the second line below the inside address, followed by a colon

- In the left margin on the second line below the inside address, followed by a colon

All of the necessary information for a letter's correct delivery can be found using the _______. - Letterhead address - Inside address - Salutation - Subject line

- Inside address

A document that lists a product or service rendered and is used for billing for that product or service is called _______? - Invoice - Payment - Remittance advice - Statement

- Invoice

Identify reasons to use the active voice in business correspondence. (MORE THAN ONE ANSWER) - It is more direct - It is less direct - It is less concise - It is livelier to read

- It is more direct - It is livelier to read

Which of the following supplies can be obtained from the USPS? (MORE THAN ONE ANSWER) - Letterhead - Labels - Packaging - Forms

- Labels - Packaging - Forms

In the editing process, using complete sentences and correct word choices are examples of ______? - Styles - Business Formatting - Content - Language Usage

- Language Usage

Which of the following is formal business stationary on which a medical practice's name and address are at the top? - Note Pads - Plain Paper - Legal-Sized Paper - Letterhead

- Letterhead

Keeping a daily record of each day's mail is called a(n) ______. - Medical Records - Distribution - Log - Annotation

- Log

Which areas are checked when editing a document? (MORE THAN ONE ANSWER) - Formatting errors - Logical flow - Clarity - Factual accuracy - Grammar

- Logical flow - Clarity - Factual accuracy

Which of the following steps should be followed to avoid formatting errors in a letter? (MORE THAN ONE ANSWER) - Make sure text is centered from left to right and top to bottom. - Make sure the purpose of the letter is stated in the first sentence. - Make sure office style is followed. - Make sure events are listed in chronological order. - Scan it for correct spacing. - Make sure indentions are consistent.

- Make sure text is centered from left to right and top to bottom. - Make sure office style is followed. - Scan it for correct spacing. - Make sure indentions are consistent.

Which of the following types of errors occurs in spelling, punctuation, and spacing between words? - Data - Formatting - Mechanical - Setup

- Mechanical

When you are looking for the correct spelling of or information on a medical term, what is the best tool to reference? - Thesaurus - Webster's dictionary - Medical dictionary - Physicians' Desk Reference

- Medical dictionary

Which reference book lists definitions and spellings for medical terms and can be accessed on the Internet? - Thesaurus - Grammar manual - Physicians' Desk Reference - Medical dictionary

- Medical dictionary

Match the reference books with their appropriate uses. - Medical dictionary - Thesaurus - Physicians; Deck Reference - English Grammar Manual TERMS: - For questions about punctuation or capitalization - For medical terms that are unfamiliar - For the correct spelling of a particular drug or for information about its usage - For synonyms of a word you are using

- Medical dictionary - For medical terms that are unfamiliar - Thesaurus - For synonyms of a word you are using - Physicians; Deck Reference - For the correct spelling of a particular drug or for information about its usage - English Grammar Manual - For questions about punctuation or capitalization

Which letter punctuation style includes punctuation marks in specific instances, including a colon after the salutation and a comma after the complimentary closing? - Special punctuation - Mixed punctuation - Partial punctuation - Open punctuation

- Mixed Punctuation

In which letter style do the dateline, complimentary closing, and signature block begin at the center of the page? - Modified-block - Double-spaced - Full-block - Simplified

- Modified-block

Which envelopes are used for mailing invoices and statements? - No. 6 to No. 10 - No. 4 to No. 8 - No. 2 to No. 4 - No. 10 to No. 11

- No. 6 to No. 10

Which of the following strategies can help manage your Inbox and saved e-mails? (MORE THAN ONE ANSWER) - Not opening unidentifiable e-mails - Regularly checking office e-mail - Not deleting any unwanted e-mails - Deleting all e-mail responses that contain protected health information - Setting up subfolders for e-mails that must be saved

- Not opening unidentifiable e-mails - Regularly checking office e-mails - Setting up subfolders for e-mails that must be saved

Which of the following are included in the notation section of a business letter? (MORE THAN ONE ANSWER) - Doctor's name and letter writer's initial - Letter writer's initials - Number of enclosures - Names of other people who will be receiving copies of the letter

- Number of enclosures - Names of other people receiving copies of the letter

Identify the information that appears on a business letterhead. (MORE THAN ONE ANSWER) - Office Name - Patient Name - Office Hours - Date - Office Address

- Office Name - Office Address

Where is the inside address in a business letter? - 3 lines below the preprinted letterhead - On the left margin, 2-4 spaces down from the date - 2 lines below the salutation - 3 lines above the date

- On the left margin, 2-4 spaces down from the date

Match prepositions, conjunctions, and interjections with their definitions. - Prepositions - Conjunctions - Interjections TERMS: - Join words or phrases together - Show strong feelings or emotions - Demonstrate a relationship between nouns, pronouns, or other words

- Prepositions - Demonstrate a relationship between nouns, pronouns, or other words - Conjunctions - Join words or phrases together - Interjections - Show strong feelings or emotions

Which of the following are the types of invoices and statements used in medical offices? (MORE THAN ONE ANSWER) - Preprinted statements and invoices - Superbill or encounter forms - Inventory of medical supplies - Computer-generated invoices and statements - Patient day sheet

- Preprinted statements and invoices - Superbill or encounter forms - Computer-generated invoices and statements

Which of the following is the quickest USPS service? - Priority Express Mail - FedEx - Registered Mail - Parcel Post

- Priority Express Mail

Which mail service must be used for heavier items weighing up to 70 lbs? - Periodical class - Business class - Standard class - Priority mail

- Priority mail

Which of the following are purposes of patient correspondence? (MORE THAN ONE ANSWER) - Provide information - Give instructions - Explain or clarify - Request lab tests

- Provide information - Give instructions - Explain or clarify

Which of the following are guidelines for the address format? (MORE THAN ONE ANSWER) - Put the person's name on the first line of the address block - Type or machine print - Single-space the lines - Use fancy script fonts that appear more elegant

- Put the person's name on the first line of the address block - Type or machine print - Single-space the line

Which type of mail is used to send items that are valuable, irreplaceable, or otherwise important. It provides the sender with evidence of mailing and delivery? - Registered - Certified - Express - Priority

- Registered

What are some examples of mechanical errors? (MORE THAN ONE ANSWER) - Reversing words - Omitting words - Line spacing - Typing words twice - Indentions

- Reversing words - Omitting words - Typing words twice

Full-block letter style may include a subject line 2 lines below the ________. - Letterhead - Salutation - Dateline - Inside Address

- Salutation

In simplified letter style, which part of the letter is omitted? - Dateline - Recipient's address - Inside address - Salutation

- Salutation

Where is the writer's or sender's business title located in a signature block? - Fourth line - First line - Second line - Third line

- Second line

Which of the following is an appropriate use for an attention line? - Sending a letter to another provider - Sending a letter to a particular individual in a company - Sending a letter to a patient at their home address - Sending a general letter to a company

- Sending a letter to a particular individual in a company

Which letter styles are typed with all lines flush left? (MORE THAN ONE ANSWER) - Modified-Block - Simplified - Modified-Block with Indented Paragraphs - Full-Block

- Simplified - Full-Block

Which of the following are properties of the body of a typical business letter? (MORE THAN ONE ANSWER) - Located before the salutation - Single-spaced text within a paragraph - Double-spaced between paragraphs - Double-spaced throughout

- Single-spaced text within a paragraph - Double-spaced between paragraphs

A summary of total amounts owed, including outstanding charges and payments received is called a(n) _______? - Encounter form - Explanation of benefits - Invoice - Statement

- Statement

Which of the following are ways a letter should follow a logical thought pattern in a clean and concise manner? (MORE THAN ONE ANSWER) - Including complex medical terms - Checking for correct spacing - Stating the purpose of the letter in the first sentence - Carefully selecting words - Discussing one topic at a time - Listing events in chronological order - Sticking with the subject

- Stating the purpose of the letter in the first sentence - Carefully selecting words - Discussing one topic at a time - Listing events in chronological order - Sticking with the subject

In what ways should envelopes match the stationary used? (MORE THAN ONE ANSWER) - Stock - Size - Quality - Content

- Stock - Quality

Which part of a business letter is used to bring the subject of a letter to the reader's attention? - Inside Address - Attention Line - Salutation - Subject Line

- Subject Line

Commonly used paragraphs and entire letter formats can be saved in the computer as ______? - Outlines - Backgrounds - Models - Templates

- Templates

Most word processing software can help format interoffice memos using _____? - Spell check - Transcription programs - Print preview - Templates

- Templates

How would the style of a letter to a patient differ from that of a letter to a physician? - The letter to the patient would contain proper medical terminology - The letter to the physician would contain proper medical terminology - There would be no difference between the two letters - The letter to the physician would not contain a letterhead

- The letter to the physician would contain proper medical terminology

What are the characteristics of a simplified letter? (MORE THAN ONE ANSWER) - The sender's name and title are typed in all capital letters in a single line at the end of the letter. - The salutation is included and the complimentary closing is typed in all capital letters. - The salutation and complimentary closing are omitted. - The text is centered. - The text is typed flush left. - The subject line is placed between the address and the body of the letter and is typed in all capital letters.

- The sender's name and title are typed in all capital letters in a single line at the end of the letter. - The salutation and complimentary closing are omitted. - The text is typed flush left. - The subject line is placed between the address and the body of the letter and is typed in all capital letters.

What are the advantages of using registered mail? (MORE THAN ONE ANSWER) - You are given security that an item is being tracked through the postal system - It does not offer evidence of mailing and delivery - This process is often faster due to the tracking process - You can mail items that are valuable, irreplaceable, and otherwise important

- You are given security that an item is being tracked through the postal system - You can mail items that are valuable, irreplaceable, and otherwise important

If a letter needs to have the address face out out in the business envelope window, it should be folded into which shape? - M - C - V - Z

- Z

Which of the following is placed at the left margin in modified-block style with indented paragraphs? - Dateline - Identification line - Signature block - Complementary closing

-Identification line

Which of the following is a plural word? - Bronchus - Metastases - Diverticulum - Epiphysis

-Metastases