chapters 61 -64 test

For what reason might a dental practice send a letter to its patients?

Acknowledgement of a referral Confirmation of an appointment Offer of congratulations

Which of the following is associated with phone equipment?

Answering machine, Voicemail, Headset, Fax machine

Insurance procedure codes can be found in the

CDT published by the American Dental Association (ADA).

Which of the following is not a party involved in dental insurance?

Deductible

Items that are relatvely small and used up in a short time are

Expendables

Which is not a responsibility of the business assistant?

Exposing radiographs

Subjective fears, also known as acquired fears, are based on the patient's experiences and the memories of those experiences

False

What qualities should a dental assistant exhibit to present a true professional attitude?

High personal and professional ethical standards that result in pleasant, respectful, and professional interactions with patients and staff.

Which of the following is not considered fraudulent?

Signature on file

The dentist should not be interrupted at chairside to come to the phone unless

There is an emergency

All of the following are valid reasons for efficient appointment scheduling EXCEPT

To make sure the staff gets a full lunch break

It has been said that 95% of patients who are unhappy or dissatisfied never say so , they just leave the practice .

True

Most patients make their first contact with a dental office by phone

True

the method of calculating fee-for-service benefits is _______

UCR schedule of benefits fixed fee

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

business assistant

who oversees the daily 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 attitudes of others

by subjective fears

A reimbursement plan in which the dentist receives a fixed rate per covered member, no matter what services have been provided is called a

capitation program

what means of payments can a patient use for his or her account ?

cash credit card insurance

COD means

cash on delivery

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

charge slip

When a check from a patient is returned for insufficient funds, the amount of that check must be

charged back against the patient's account

where would you record check deposits made on an account ?

check register

Which is not a psychological factor that influences the patient's reaction to a dental office?

cost of treatment

Americans spend more time with their _____ than anyone else

coworkers

how often should bank deposit be made

daily

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

deductible

The specified amount that the insured must pay toward the cost of dental treatment before the benefits of the plan go into effect is the

deductible.

which employment opportunity could a dental assistant not apply for ?

dental hygiene

A child or spouse of a subscriber is the

dependent

a child or spouse of an insurance subscriber is considered a(n)

dependent

When a patient has coverage under more than one plan, it is known as

dual coverage

During an interview, you should

exchange information and impressions and determine whether you would be happy working for the dentist.

Services not covered by a dental policy are

exclusions

When writing a resume, what subject should not be included?

family

what piece of equipment allows you yo send and receive typed documents ?

fax machine

which component is included in the salutation of a letter ?

greeting

which is not considered an expendable item ?

handpiece

Most patients base their decisions about a dental practice on

how they are treated on the phone how they are greeted how efficient the staff is

An acute emergency should be scheduled

immediately

the business assistant should discuss financial arrangements with a patient _________

in a private area

Higher stress procedures such as crown and bridge or surgeries are usually scheduled

in the early morning

if a patient does not keep his or her appointment, where should this event be recorded ?

in the patient record

if a patient has not been seen within the past 4 years what is his or her status as a patient of the practice

inactive

The carrier is the

insurance company

A list of all products and supplies used in an office is referred to as the

inventory

what happens when an item is not available from your regular supply company

it goes on backorder

which would not be a stress factor for someone working in a dental office ?

job flexibility

another term used for a "patient statement " is the ____

ledger

how would a business follow through on the collection fees

letters phone call collection agency

the best way to calm an irate patient is to ______

listen maintain eye contact nod your head when the patient is talking

if a dental unit is not operational, which is the effect on a dental practice ?

loss of income inconvenience to the dental team major expense

A method of providing low- to medium-cost health care to everyone is

managed care

if a patient is seen in September, what would be the recall month for a 6 month appointment

march

A specific dollar amount a plan will pay toward the cost of dental care over a specific period of time is a

maximum.

a paycheck is a person's

net income

where might you find a dental assisting job position advertised ?

newspaper dental assisting programs dental society newsletter

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

nonsufficient funds

what type of communication describes our body language

nonverbal

what elements should be outlined in an appointment book ?

office hours buffer times meetings

besides patients of the practice, who would the business assistant correspond with ?

other dental professional physicians dental insurance companies

what is used to mark a space where a paper file has been removed

outguide

The costs involved in running a dental practice are called

overhead

An itemized list of supplies shipped is a(n)

packing slip

which document will arrive with the shipment of supplies

packing slip invoice statement

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

pegboard system

which is a valuable communication tool for a dental practice ?

practice newsletter

A treatment plan sent to the insurance company in advance to determine the patient's benefits is called

predetermination of benefits.

select a less intimidating term for the word "drill"

prepare

The dentist who renders treatment to the patient is the

provider

which factors are determined when a product has to be recorded ?

rate of use shelf life lead time

what form is used to gather financial information from a patient ?

registration form

what nonverbal behavior could signify tension and uneasiness in a dental patient ?

restrained gait grasping the chair arms rapid shallow breathing

an example of fixed overhead is ______

salaries

When completing payroll, gross pay is

salary before taxes.

A list of fixed specified amounts that the carrier will pay toward the cost of covered services is

schedule of benefits

Following an interview, you should

send a thank-you letter.

If a responsible party fails to pay on his or her account, the final step is to

send the account to a collection agency

Once the patient or subscriber signs a claim form, the dentist can use

signature on file

Another name for the Federal Insurance Contribution Act is ______

social security

When a check is received in the mail from a patient, the first thing to do is

stamp the check with a restrictive endorsement

what is the key to successful work environment ?

teamwork

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

telephone

the business telephone should be answered after ____ ring

the first

When scheduing a series of appointments, try to give the patient

the same day of the week and same time of day for each appointment

supplies are ordered ____

through a sales representative by telephone or fax from a catalog

how would a new employee be introduced to the office protocol ?

through an office procedure manual

Petty cash is used

to pay for small expenses

An employment agreement is prepared in duplicate and signed by both employer and employee.

true

The dentist has responsibilities as the employer of the practice

true

UCR stands for

usual, customary, and reasonable

a written statement received from the manufacturer that describes the responsibility of equipment

warranty

an example of an external marketing activity is ____

website

When working with dental patients, it is particularty important to remember that

- the patient 's response to a past dental situation is primarily from causes that are not part of the present situation -the patient probably does not fully understand their past dental situations -the patient 's anxieties concerning future treatment may result in hostile , irrational , or inappropriate behavior .

Which of the following should be included in your resume?

-Headings - Professional objectives - Professional experiences - Education and certifications

The best way to ensure that a patient keeps an appointment is to

-give the patient an appointment card. -confirm the appointment by telephone. -charge a late fee. -schedule the patient at the same time and day of the week for successive appointments.

The purpose of a cover letter is to

-introduce you to the prospective employer. -market your skills and qualifications. -create interest for reading your resume.

Under the Fair Debt Collection Practice Act, it is illegal for anyone to

-threaten violence or use obscene language. -use false pretenses to get information. -telephone at inconvenient hours

how many minutes commonly make up 1 unit pf time for scheduling

10 to 15 mins

Under coordination of benefits, the primary and secondary carriers will not pay more than

100%

what percentage of gross revenue should dental practice invest in marketing ?

3% to 10 %

how much free space should there be in a filing cabinet when one is filing paper documents

4 inches

what is the most common time frame for scheduling recall appointment ?

6 months

what percentage of verbal communication is never heard?

90 %

Of the following, which is not part of a procedure manual?

Accounts receivable

In what order should your education be listed on a resume?

Most recent to previous

How is an item marked for reorder?

Reorder tags

Which is not a payroll deduction?

Workers' compensation

Internal marketing may include activities such as

Writing a newsletter to current patients.

a patient's insurance information is submitted by means of

a claim form

what continues to replace the manual work in a dental practice ?

a computer

What attire is appropriate for a job interview?

a suit

money that is owed to the practice is considered _______

accounts receivable

what type of bookkeeping system are utilized in a dental practice ?

accounts received and accounts payable

A recall system that uses the continuing appointment system is also referred to as the

advanced appointment system

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

after 30 days

Accounts receivable are

all money owed to the dentist for completed treatment.

what is the easiest filing system used ?

alphabetic

how should telephone message be obtained when the dental office is closed ?

answering service and answering machine

When a patient authorizes payment of his or her dental benefits directly to the provider, the patient signs a(n)

assignment of benefits form.

When ordering supplies, if an item is not available immediately but will be delivered as soon as it becomes available, it is placed on

back order