Medical Assisting - Chapter 3

The five chronological phases of burnout, in order, are the

1) Honeymoon phase 2) Awakening phase 3) Brownout phase 4) Full-scale burnout phase 5) Phoenix phenomenon

Which of the following are the medical assisting professional organizations that support the profession of medical assisting, along with providing accreditation status? 1) AHIMA 2) AAMA 3) AMT 4) CAHIM

AAMA AMT

Individuals with a type A personality tend to be more prone to burnout; these individuals are described as 1) Always late. 2) Always worried. 3) Perfectionistic. 4) Laid back.

Always worried Perfectionistic

Which of the following is the best example of a hard skill? 1) Trying to recall the telephone number of a patient 2) Listening to a patient on the telephone 3) Deciding how to respond to a patient 4) Answering the telephone

Answering the telephone

Being punctual is defined as 1) Knowing what time to arrive at your destination. 2) Arriving at your destination fashionably late. 3) Arriving at your destination at an agreed time. 4) Getting to your destination quickly.

Arriving at your destination at an agreed time

Examples of soft skills include which of the following? 1) Attitude 2) Patient interviews 3) Appointment scheduling 4) Respect

Attitude Respect

Match the key terms with their definitions.

Attitude - A disposition to act in a certain way. Work ethic - A set of values of hard work held by employees Work quality - Striving for excellence in doing the job Empathy - Sensitivity to another person's feelings

Which of the following is an appropriate professional boundary? 1) Avoiding offering personal advice 2) Using appropriate and tasteful humor 3) Offering financial assistance for cab fare 4) Avoiding being overly friendly

Avoiding offering personal advice Using appropriate and tasteful humor Avoiding being overly friendly

Burnout can be described as 1) Being the end result of prolonged stress without relief. 2) Having a sense of self-improvement. 3) Feeling as if you have accomplished the task. 4) Leaving rubber on the pavement.

Being the end result of prolonged stress without relief.

Some stress at work is 1) Brought from home. 2) Inevitable. 3) Normal. 4) Only perceived as stress.

Brought from home Inevitable Normal

Having professional boundaries with patients means treating them as 1) Colleagues. 2) Neighbors. 3) Friends. 4) Clients.

Clients

A person who is over confident may act 1) Seriously. 2) Honestly. 3) Cocky. 4) Dangerously.

Cocky

Match the terms with their definitions.

Comprehension - Ability to learn, retain, and process information Persistence - Continuing in spite of difficulty Integrity - Adhering to the appropriate code of law and ethics Critical thinking - Judgment in evaluating a situation and reaching an appropriate conclusion

The main goal of time management is to 1) Concentrate on results. 2) Get the job done as quickly as possible 3) Get the job done. 4) Get the job done on time.

Concentrate on results Get the job done on time.

Judgment is evaluating a situation and coming to an appropriate 1) Definition 2) Outcome 3) Conclusion 4) Defamation

Conclusion

Feedback given to help improve performance

Constructive criticism

What do the letters CEU stand for? 1) Current effective understanding 2) Concept effective understanding 3) Continuing education units 4) Continuing educational understanding

Continuing education units

The overall goal is to provide the best patient care, which is done through the ______ of team members. 1) Cooperation 2) Questioning 3) Apathy 4) Criticism

Cooperation

Judgment based upon analysis

Critical thinking

Judgment is also referred to as: 1) Decision making 2) Knowledge 3) Conclusions 4) Critical thinking

Critical thinking

The variety of human social structures, belief systems, and strategies for adapting to situations in different parts of the word is referred to as: 1) Race diversity 2) Language diversity 3) Relationship diversity 4) Cultural diversity

Cultural diversity

Variety of belief systems and social structures

Cultural diversity

From the following, select the best guidelines for maintaining professional boundaries. 1) Decline meeting a patient outside the workplace unless you were acquainted prior to the patient receiving care at your place of employment. 2) Use only tasteful, appropriate humor. 3) Don't use humor of any kind; it can be offensive and you don't know if it will be received well. 4) Avoid offering advice on personal matters.

Decline meeting a patient outside the workplace unless you were acquainted prior to the patient receiving care at your place of employment. Use only tasteful, appropriate humor. Avoid offering advice on personal matters.

Team dynamics can be positively affected by 1) Demonstrating individual drive and desire. 2) Having positive attitudes. 3) Performing extra responsibilities while questioning or complaining. 4) Helping teammates when necessary.

Demonstrating individual drive and desire. Having positive attitudes. Helping teammates when necessary.

Which of the following is the best definition of empathy? 1) Feeling and understanding another's experience after you have had the experience yourself 2) Acting around others as if you understood how they feel 3) Feeling and understanding another's experience without having the experience yourself 4) Stating to others that you understand how they feel

Feeling and understanding another's experience without having the experience yourself

Technical ability

Hard skills

A professional has two areas of competence, known as 1) Hard skills. 2) Administrative. 3) Clinical. 4) Soft skills.

Hard skills Soft skills

Relations with others include the ability to 1) Treat each person differently. 2) Have empathy for others. 3) Get everyone to believe the same concepts. 4) Treat everyone with respect.

Have empathy for others Treat everyone with respect

Medical assistant students can manage their time more appropriately by 1) Increasing their hours at work 2) Having a planner. 3) Borrowing good notes from class from friends 4) Setting aside study time by creating a study schedule

Having a planner Setting aside study time by creating a study schedule

Beginning with the initial step on the top, list the steps in critical thinking.

Identify the problem Identify the objectives to be achieved Think through a situation Reach a conclusion

The best way to understand and respect diversity is to 1) Avoid addressing the problem; it is too personal. 2) Ask others with different views to consider your views. 3) Increase your awareness on the subject. 4) Blend your views with the views of others.

Increase your awareness on the subject.

Adhering to an appropriate code of law and ethics is called 1) Knowledge. 2) An expectation. 3) Self-confidence. 4) Integrity.

Integrity

Medical assistants should always be able to apply sound 1) Work. 2) Importance. 3) Thoughts. 4) Judgment.

Judgment

What is an example of comprehension? 1) Having a positive attitude 2) Having a good work ethic 3) Knowing how to take a BP correctly 4) Showing empathy

Knowing how to take a BP correctly

Communication requires many skills to be successful. Which of the following best describes appropriate communication? 1) Listening, observing, speaking, and writing 2) Listening and responding 3) Talking, sharing information, and processing information 4) Listening, reacting, writing, and thinking

Listening, observing, speaking, and writing

Characteristics of the full-scale burnout phase are 1) Loneliness, emptiness, depression, and despair. 2) Anger, increased frustration, cynicism, and criticism. 3) Disillusionment, confusion, hard work, and boredom. 4) Despair and a need to be surrounded by family and friends.

Loneliness, emptiness, depression, and despair.

Overconfidence may cause a medical assistant to 1) Perform a procedure with more caution than necessary. 2) Make mistakes. 3) Work out of scope of practice. 4) Improve office morale.

Make mistakes. Work out of scope of practice.

Which of the following tasks would be defined as hard skills? 1) Comforting a patient 2) Demonstrating empathy 3) Making an appointment 4) Verifying insurance

Making an appointment Verifying insurance

An important factor in handling stress at work is 1) Managing or reducing the stress. 2) Meeting the stress head on. 3) Ignoring the stress. 4) Complaining to others.

Managing or reducing the stress

Your appearance influences the first impression of your co-workers and patients. Choose the most appropriate answer for acceptable appearance while working as a medical assistant. 1) Any shade of hair color 2) Tasteful tattoos 3) Earring of any size or shape 4) Minimal, small jewelry

Minimal, small jewelry

Soft skills are less concrete and more difficult to 1) Observe 2) Teach 3) Evaluate 4) Share

Observe Evaluate

Which of the following describes a profession? 1) Escape or paycheck 2) Means or way to get money 3) Occupation or career 4) Job or way to make a living

Occupation or career

Describe ways to prioritize. 1) Delegate tasks to subordinates. 2) Handle tasks as they are given. 3) Organize. 4) Perform most important tasks first.

Organize Perform most important tasks first

Speaking on behalf of a patient's needs and well-being

Patient advocacy

If you are speaking on behalf of a patient, you may be considered a 1) Patient's friend. 2) Patient advocate. 3) Patient's attorney. 4) Patient's relative.

Patient advocate

Continuing to work towards a solution, despite difficulties, could best be described as having the quality of: 1) Judgment 2) Persistence 3) Integrity 4) Knowledge

Persistence

One of the best ways to manage time is to 1) Seek help from others. 2) Prepare in advance. 3) Divide the job. 4) Start with small goals.

Prepare in advance

To be effective on the job as a medical assistant, you must be able to manage your time and _____ effectively. 1) Elaborate 2) Prioritize 3) Speak 4) Respond

Prioritize

Which of the following strategies are critical to success? 1) Rationalizing 2) Prioritizing 3) Time management 4) Problem solving

Prioritizing Time management Problem solving

Desirable traits of an organized professional are 1) Reaffirming tasks multiple times to determine what to do. 2) Waiting for the perfect moment. 3) Prioritizing. 4) Being on time.

Prioritizing. Being on time.

A step-by-step approach to critical thinking

Problem solving

Which of the following professional behaviors is associated with a neat clothing and personal cleanliness? 1) Organization 2) Professional appearance 3) Punctuality and attendance 4) Communication

Professional appearance

Behavior that exhibits the traits or tactics that correspond to standards of an occupation is: 1) Knowledge 2) Experience 3) Professionalism 4) Good hygiene

Professionalism

Identify ethical behavior of a medical assistant in the workplace. 1) Withholding vital information 2) Promptly admitting a contamination 3) Not mentioning overpayment by a patient 4) Intentionally upcoding for personal gain

Promptly admitting a contamination

Which of the following terms describes being on time and maintaining a schedule? 1) Critical thinking 2) Professional appearance 3) Punctuality 4) Communication

Punctuality

Prioritizing is the ability to 1) Wait until someone else does the job. 2) Put tasks in order by priority. 3) Get the job done. 4) Give the job to others.

Put tasks in order by priority

Self-confidence may be displayed by 1) Rolling the eyes. 2) Slumping the shoulders. 3) Remaining calm in any situation. 4) Not making eye contact.

Remaining calm in any situation

Comprehension includes the ability to 1) Retain information. 2) Learn information. 3) Delete information. 4) Process information.

Retain information Learn information Process information

Believing in oneself is 1) Knowledge 2) Self-confidence 3) Organization 4) Persistence

Self-confidence

What should a medical assistant student take to identify if they have professional behaviors? 1) Self-persistence 2) Self-comprehension 3) Self-evaluation 4) Self-profession

Self-evaluation

Attributes that enhance an individual's performance and career prospect

Soft skills

The correct definition of hard skills is 1) Personal qualifications or behaviors. 2) Things that are hard to do. 3) Skills that are hard to obtain. 4) Specific technical and operational proficiencies.

Specific technical and operational proficiencies

Work quality can be defined as 1) How much you get paid. 2) Striving for excellence. 3) Getting done on time. 4) The job you do.

Striving for excellence

Knowledge is understanding gained through 1) Studying and experiencing. 2) Watching and waiting. 3) Talking and reading. 4) Listening and hoping.

Studying and experiencing

Professional behavior contributes to overall 1) Success as a medical assistant. 2) Education of a medical assistant. 3) Financial growth. 4) Occupational readiness

Success as a medical assistant Occupational readiness

Working with others in the best interest of completing the job is known as 1) Cooperation. 2) Being nice. 3) Teamwork. 4) Soft skills.

Teamwork

Other terms for persistence include 1) Entitlement. 2) Tenacity. 3) Acceptance. 4) Dedication to task.

Tenacity Dedication to task

The lack of a specific soft skill or poor professional behavior is the reason most medical assistants are: 1) Terminated 2) Promoted 3) Hired 4) Receive compliments from coworkers

Terminated

Students who do not have an understanding of a procedure and only memorize the steps may have difficulty performing the tasks when 1) The patient is very ill. 2) There is no one to ask for assistance. 3) Critical thinking is necessary. 4) The patient can't be moved.

There is no one to ask for assistance. Critical thinking is necessary.

The professional skill that helps control how you spend your time is 1) Organization promptness. 2) Listening. 3) Time management. 4) Dedication thoroughness.

Time management

Utilizing time to accomplish desired results

Time management

Strategies for success include 1) Time management. 2) Critical thinking. 3) Problem solving. 4) Waiting for success.

Time management. Critical thinking. Problem solving.

Which of the best reason for being open to criticism as a medical assistant? 1) To learn more 2) To provide better patient care 3) To use feedback to make improvement 4) To get along with others

To use feedback to make improvement

Values of hard work held by employees

Work ethic

Striving for excellence and doing your job with pride is associated with 1) Professional boundaries 2) Patient advocacy 3) Work quality 4) Cultural diversity

Work quality

Striving for excellence on the job

Work quality

The best example of teamwork is 1) Letting co-workers know you have finished your part and are leaving. 2) Working in collaboration toward a common goal. 3) Each team member checking that the workload is evenly distributed. 4) Ensuring your own jobs are done before helping others.

Working in collaboration toward a common goal.

Teamwork is 1) Doing the same job as all the other team members. 2) Working as individuals to see if the goal is accomplished. 3) Working with others in the best interest of completing a job. 4) Having the ability to get the job done.

Working with others in the best interest of completing a job.

To communicate effectively with others, it is important to 1) Speak when convenient. 2) Write appropriately. 3) Listen carefully. 4) Process thoughts before responding.

Write appropriately Listen carefully Process thoughts before responding

Choose the best scenario to exemplify critical thinking. 1) You make a decision based on your preferences. 2) You go with what others say or think. 3) You don't have any preference for the situation. 4) You make a decision based on the thoughts of others. 5) You make a decision based on knowledge and experience.

You make a decision based on knowledge and experience.

Choose the scenarios that require a medical assistant to be a patient advocate. 1) A patient who has been with the practice for a long period of time and happy with the physicians. 2) You suspect that an elderly patient is being abused. 3) A patient is having difficulty obtaining refills of a prescription. 4) A patient doesn't want to ask the doctor to explain a proposed procedure.

You suspect that an elderly patient is being abused. A patient is having difficulty obtaining refills of a prescription. A patient doesn't want to ask the doctor to explain a proposed procedure.

Critical thinking is defined as making purposeful decisions resulting from 1) trying/failing. 2) guessing/trying. 3) work/ethics. 4) analysis/evaluation.

analysis/evaluation

Of the following, the best description of constructive criticism is 1) feedback that is intentionally hurtful. 2) criticism that pushes others toward your opinion. 3) feedback from others downplaying your performance. 4) counseling or advice intended to be useful with the goal of improvement.

counseling or advice intended to be useful with the goal of improvement.

When dealing with stress, it is important to take into account your ______ and ______. 1) boss; family 2) health; paycheck 3) friends; yourself 4) strength; limitations

strength; limitations