DAT 122 Study Guide
A major advantage of a computerized system is: a. information that is common to all accounts is entered only once. b. it replaces the need for record storage. c. reports will not have to be customized. d. all software programs work the same way, so that extensive training is not needed.
A
Assistants who answer the telephone must be skilled in communication for which of the following reasons? a. Prospective patients make up their minds in the first few seconds of contacting an office whether to make an appointment. b. Most patients will air a complaint via a phone conversation versus a face-to-face confrontation. c. Insurance companies will pay faster if phone conversations are handled with efficiency. d. Both the caller and those in the reception area are listening.
A
If a dental practice procedure manual is to be effective, what guideline should be followed? a. It must be updated at regular intervals with input from team members. b. It should be developed by the office manager and reviewed daily. c. The dentist should sign off on all procedures. d. It should contain only personnel and clinical area procedures
A
In a court of law, information left out of records is assumed to have never existed. Standard abbreviations are used on dental records to save charting space. a. The first statement is true; the second statement is false. b. The first statement is false; the second statement is true. c. Both statements are true. d. Both statements are false.
A
The amount of treatment that is provided can be increased by _______ techniques, and the amount of money collected can be increased by _______ methods. a. efficient scheduling; effective collection b. effective patient education; efficient bookkeeping c. effective collection; efficient scheduling d. efficient bookkeeping; effective patient education
A
When patient files are alphabetized by name, surnames that have a prefix are indexed: a. as a single unit with the surname. b. by prefix without consideration of surname. c. by surname without consideration of the prefix. d. as a single unit only if the prefix is capitalized.
A
Which of the following is not true? a. The electronic scheduler ranges in size from 9 x 22 inches to 11 x 35 inches. b. The electronic scheduler can be customized to each individual practice. c. The electronic scheduler will track missed appointments. d. The pages of the electronic scheduler and the manual appointment book are very similar, visually.
A
Which of the following should be implemented following a staff meeting? a. Notes should be typed and distributed at the next meeting. b. The type (formal or informal) of meeting should be identified. c. Each team member should be given an opportunity to voice opinions. d. An agenda should be developed.
A
Appointment books contain protected health information (PHI) and must be kept out of sight. a. True b. False
A and B?
More than one patient can be assigned to an account. a. True b. False
A and B?
According to Maslow's Hierarchy of Needs, _______ is pursued only once all other needs have been met. a. self-actualization b. self-esteem c. love d. shelter
A, B, C, D
A patient calls at 10 AM to cancel his appointment at 2 this afternoon because of a work emergency. What would be the best technique for filling that time period? a. Follow the established daily schedule. b. Use an established call list to fill the opening. c. Call patients with later appointments to move them up. d. Ask the dentist how he would like you to handle the issue.
B
Audit trails identify who entered or edited information. This is important for a paperless dental practice because it records all changes to information and identifies who made the changes and on what date. This also meets what legal requirements? a. Americans with Disabilities Act b. Mandates of the HIPAA Security Rule c. American Dental Association guidelines d. Medicare part D
B
Carl Rogers coined the term _______, which is an expression of total love and respect, no matter what the problem. a. phenomenological approach b. unconditional positive regard c. humanistic theory d. fully functioning human being
B
Computerized and manual appointment matrixes differ in time units provided. a. True b. False
B
Cybersecurity is a concern only to dental practices using electronic files. a. True b. False
B
Each person who answers the telephone should _______. a. use a unique script b. use the same script c. avoid the use of a script d. read the script, word for word
B
Individuals who help others to become fully functioning human beings are known as: a. nuclear family members. b. marital partners. c. significant others. d. professional counselor
C
The office manager asks you to back up the system. Which of the following describes the procedure she wants you to complete? a. Manually record all daily transactions. b. Return all computers to the startup screen before you leave for the day. c. File all patients' treatment records. d. Make an electronic copy of all information stored on the hard drive
D
Major issues that may cause a patient to question the quality of dental treatment include which of the following? a. Poor communication and record keeping b. Tense communication between staff c. Poor communication and record keeping and tense communication between staff d. None are correct
C
Of the following which one is not a team strategy for providing outstanding customer service? a. Set goals. b. Show appreciation. c. Present a conservative image. d. Be available.
C
Of the following, which style of conflict resolution is inappropriate when a decision needs to be made quickly in a complex issue when both parties are of equal status? a. Integrating b. Dominating c. Obliging d. Avoiding
C
Use of color in an appointment book can identify all except which of the following? a. The practitioner b. The treatment room c. Receipt of laboratory case d. Type of treatment scheduled
C
What is the minimum amount of time required to properly clean and prepare the treatment room between procedures? a. 3 minutes b. 5 minutes c. 10 minutes d. 15 minutes
C
When the assistant is on the phone and a call comes in, what is the proper way to answer the second call? a. "Dental Office, please hold." b. "Dr. Smith's office. I am on the other line. Will you please call back in a few minutes?" c. "Dr. Smith's office, this is Maryanne. May I ask who is calling and the reason for your call?" Answer the question or explain that you are on the other line and will call her back in 10 minutes. d. Allow the voice mail to pick up the call
C
Which of the following is a systematic step designed to save time during filing? a. Coding b. Indexing c. Sorting d. Inspecting
C
Which transfer method identifies files and records that have been inactive for a predetermined length of time? a. Periodic method b. Permanent method c. Perpetual method d. Perennial method
C
You are asked to be the note taker for the weekly staff meeting. You know that this responsibility includes: a. preparing a copy of the agenda for each participant. b. helping the facilitator move the meeting along. c. recording the minutes of the meeting and typing and distributing them to participants at the next meeting. d. ensuring that everyone follows the guidelines of the meeting.
C
You have heard from another staff member that the office will be closed on one day next week. You share that with the hygienist. The method of communication you are using is which of the following? a. Horizontal channel b. Vertical channel c. Informal channel d. Downward channel
C
A computerized recall system _______. a. allows the scheduling of patients 1 year in advance b. submits insurance claims electronically c. produces age reports d. can track patients who regularly do not show for scheduled appointment
D
Correctly using a patient's name during conversation is important. Which of the following is the correct way to address a new patient? a. Patients who are older than the staff should not be addressed by their first names. b. One should use the patient's title (Mr., Mrs., Ms., or Dr.) and last name, unless requested by the patient to do otherwise. c. Use the patient's first name to convey a friendly atmosphere in the office. d. Call the patient Madam or Sir while in the waiting room to maintain his or her privacy
B
In a professional setting, patients seldom detect tension between members of the dental healthcare team. a. True b. False
B
In today's dental practice, the storage of information may involve both paper files and electronic files. Because methods of documentation may vary, the principles of a records management program will change based on a patient need. a. Both statements are true. b. The first statement is true; the second statement is false. c. The first statement is false; the second statement is true. d. Both statements are false.
B
Pages of the appointment book are divided into ______. a. rows b. columns c. bullets d. paragraphs
B
The notation "tp 2:15" in the appointment book identifies: a. a procedural code meaning "tooth pulled 2 hour 15 minutes." b. a chronically late patient meaning "told patient 2:15 PM." c. an unavailable appointment slot meaning "time protect 2:15 PM." d. a partial insurance payment meaning "total payment 2:15 ratio."
B
The obligation of the dentist to make reasonable arrangements for emergency care is outlined in which of the following documents? a. State Administrative Codes b. The ADA Principles of Ethics and Code of Professional Conduct c. Dental Providers' Insurance Handbook d. The Guide to HIPAA regulations
B
The responsibility to maintain organized clinical records belong to which of the following? a. Clinical assistant b. Administrative dental assistant c. Dental hygienist d. Dentist
B
The study of the psychology of human beings, what they want, why they react, what makes them happy, and how they relate to others is referred to as which of the following? a. Fully functioning human beings b. Humanistic theory c. Hierarchy of needs d. Life cycle assessment
B
When a dental practice is considering a new computer software package, all personnel should have input into the decision. Which member of the team will be most interested in assessing the recall function? a. The accountant b. The hygienist c. The dentist d. The administrative dental assistant
B
When a patient is noncompliant with the treatment plan, a member of the treatment team should: a. tell the patient that the doctor will no longer be able to treat him if he does not comply with the treatment plan and follow instructions. b. describe outcomes if the patient follows the recommended treatment. c. describe in detail all possible complications that may ensue if the treatment plan is not followed. d. tell the patient that he or she can be referred to another office for a second opinion about the necessary treatment.
B
When dealing with an angry patient, ______. a. involve others in the dispute b. do not become defensive c. avoid using humor d. pass the patient off to another team member
B
Which type of interorganizational conflict occurs when two dental assistants disagree? a. Intrapersonal conflict b. Interpersonal conflict c. Intergroup conflict d. Intragroup conflict
B
Why is it important for all members of the dental team to respect the patient's decision to discontinue treatment? a. To remain in compliance with HIPAA regulations b. To meet the patient's needs and understand his or her motives c. To avoid complaints filed with the state dental board d. To decrease the number of past due accounts
B
Within the dental practice, most filing is done ______. a. according to subject b. alphabetically c. chronologically d. geographically
B
You are assigned to do the filing in the dental office. You want to put the files in order before you take them to the record room. Which file will be the first? a. Joanna Del la Cruz b. Della, J. Cruz c. Joanna Della Cruz M.D. Inc. d. Della Cruz Dental Lab
B
A dental practice has four dentists that work different schedules, but never more than two at any given time. The total number of columns the appointment schedule should hold is which of the following? a. Four b. Three c. Two d. Depends on the number of rooms in the practice
C
A formal channel of communication includes: a. communication used to gather and process information. b. conflict resolution. c. changes in rules and procedures. d. feedback.
C
Diagnostic models are: a. stored in the patient clinical record. b. used to provide patient teaching. c. casts of the patient's mouth. d. used for practice in a dental assisting class.
C
Infection control is an expectation of all patients. How can the dental staff ensure patients that appropriate infection controls are in place? a. Post a sign in the restroom stating that all employees are to wash hands before returning to work. b. After opening sterilized instruments, leave the wrapper on the tray so the patient will know that sterile instruments are being used. c. Inform the patient of the process and steps you take in the office to comply with standard precautions. d. Provide red sharps containers in each treatment room.
C
A new patient enters the office for her first visit. Which of the following actions on the part of the administrative assistant will ensure that the patient feels she has made the right decision by selecting this office? a. The reception window is closed; above the sign-in sheet is a sign that says, "Please sign in and take a seat. We will be with you shortly." b. The reception window is open; the assistant is on the phone and motions to the patient to have a seat. c. The reception window is open; the assistant asks the patient's name, hands her a clipboard with forms to fill out, and asks if she brought her insurance card. d. The assistant gives the patient her undivided attention, reconfirms the reason for the visit, and explains what the patient can expect.
D
A printout that lists all payments made by the patient for tax reporting is called a/an _______. a. walkout statement b. (ICD)-9 c. truth-in-lending statement d. year-end summary
D
An understanding dental terms is needed in order to carry out which of the following tasks? a. Appointment scheduling b. Insurance coding c. Clinical chart management d. All are correct
D
How can you provide exceptional, personal patient care? a. Explain to the patient what will happen next. b. Allow the phone to go to voice mail if you are working with a patient. c. Use the patient's name at least once during your conversation. d. Explain to the patient what will happen next and use the patient's name at least once during your conversation
D
In the process of collecting patient information, which of the following steps would you not complete? a. Gather information on the first contact (phone call). b. E-mail the patient a set of dental and medical history forms to fill out. c. Review the information with the patient. d. Call the patient's physician to confirm health information.
D
In which of the following scenarios is appointment confirmation essential? a. The patient calls for an appointment. b. The patient is present in the dental office and needs a follow-up appointment. c. The patient schedules an appointment through a web-based program. d. The patient preschedules an appointment at the conclusion of a recall appointment.
D
The appointment book identifies all except which of the following? a. Available treatment rooms b. Available treatment personnel c. Treatment to be performed d. Treatment fee
D
The art of scheduling is important for which of the following reasons? a. Can maximize production. b. Meets the goals and philosophy of the dental practice. c. Prevent wasteful downtime for the staff. d. All are correct.
D
The facilitator is responsible for each of the following tasks, except: a. keeping everything positive. b. moving the meeting forward according to the agenda. c. keeping everyone focused. d. keeping track of the meeting's allotted time frame.
D
The primary reason for carefully maintaining clinical records is to: a. support the need for dental treatment. b. justify the actions of the dentist. c. provide information for forensic odontology. d. support the need for dental treatment and justify the actions of the dentist.
D
What should you do if the computer system fails to start? a. Cancel all patient appointments until the system is up and running. b. Ask patients to wait in the reception area until the system is up and running. c. Use the "honor system"—upon completion of treatment, ask patients to return to the office at their earliest convenience to complete the transaction (schedule appointments, pay for services rendered, etc.). d. Record transactions in a daily journal and enter the data when the system is up and running.
D
Which of the following is considered incorrect filing protocol? a. The first letter that is different in any unit determines the alphabetic order. b. Nicknames are treated as first names. c. Initials are filed as if they were spelled out. d. Abbreviations are filed as written.
D
Which of the following tasks would not be asked of an administrative dental assistant? a. Review toothbrush instructions with a patient. b. Communicate with a dental laboratory technician. c. Speak with a pharmacist. d. Present a treatment plan.
D
