Office Management Exam 2 (Ch. 8,9,10,11)

The dental office is located in the Eastern Time Zone. The administrative assistant wants to place a telephone call to the dental laboratory located in the Pacific Time Zone. It is 11:00 AM at the dental office. What time is it at the dental laboratory? 7:00 AM 8:00 AM 9:00 AM 10:00 AM

10 am

What time is it in New York if it is 9:00 AM in Michigan? 7:00 AM 8:00 AM 9:00 AM 10:00 AM

9:00 am

Which phrase should be eliminated from a dental healthcare professional's vocabulary? "Drill the tooth." "Open the tooth." "Prepare the tooth." "Examine the tooth."

A. "Drill the tooth"

A letter should be inserted into an envelope so the upper third of the letter is facing the reader when the reader removes it. The date and inside address should be visible when a letter is removed from an envelope. Both statements are true. Both statements are false. The first statement is false; the second statement is true. The first statement is true; the second statement is false.

A. Both Statements are true

1. When using a facsimile (FAX) machine, you must include a cover sheet. The transmission cover sheet must indicate that the information is confidential. Both statements are true. Both statements are false. The first statement is false; the second statement is true. The first statement is true; the second statement is false.

A. Both statements are true

Which time of day is considered most appropriate to schedule an appointment for a young child? Early morning Late in the day Following lunchtime Just prior to nap time

A. Early morning

A transmission machine that scans a document and transmits an image of a document over a standard telephone line is a FAX. Pager. Twitter smart phone.

A. FAX

if the reference initials JSL: bf appears on a letter; the bf indicates the _____ initials. keyer's dentist's Recipient's dental office's

A. Keyer's

All of the following terms would be appropriate when referring to a patient who is no longer a patient in the dental practice except one. Which one is the exception? "Old patient" "Prior patient" "Former patient" "Previous patient"

A. Old patient

The second listing of the electronic code Bldg.C/Crichton/Letter/Ref.MJRadick denotes the __________ Originator. office location. directory name. document name.

A. Originator

Which dental supply company would be filed last in alphabetical order? Quick Copy QT Surgical Supply Albert D. Apple Laboratory Davis and Davis Laboratory

A. Quick Copy (she keyed this in wrong)

Time may be assigned to an advanced-function assistant to perform legally allowable clinical tasks without the dentist needing to be assigned to the patient. True False

A. True

When a patient chart has been removed from a filing cabinet, a cross-reference sheet is used to denote where the patient chart has been taken. True False

A. True

Which sentence would be the best way to explain to a child that his or her tooth will be anesthetized? "Big kids don't cry." "The dentist is going to put your tooth to sleep." "When we do this, it will only hurt for a little while." "The dentist is going to give you a shot beside your tooth."

B. "The dentist is going to put your tooth to sleep"

Which is the most common unit of time used for appointment scheduling in an expanded function practice? 5 minutes 10 minutes 20 minutes 30 minutes

B. 10 min

If the information in an e-mail is very important it should be written in all capital letters. An important e-mail needs to be sent immediately without proofreading. Both statements are true. Both statements are false. The first statement is false; the second statement is true. The first statement is true; the second statement is false.

B. Both statements are False.

E-mail does not require the same concern for punctuation that a written letter does. It is not necessary to proofread an e-mail because it is just a quick system of messaging. Both statements are true. Both statements are false. The first statement is false; the second statement is true. The first statement is true; the second statement is false.

B. Both statements are false

A facsimile transmission machine is a telecommunication device that allows a person to receive accurate messages instantly or that alerts the person to return a call. True False

B. False

The maintenance of financial records is the major responsibility of the clinical assistant. True False

B. False

The short call list is a list of patients with dental emergencies. True False

B. False

When scheduling appointments, it is best to schedule appointments in the middle of a large block of time. True False

B. False

Which is the first question to ask a patient that calls the dental office and wants to see the dentist due to a toothache? Does your insurance cover emergency care? How long has the tooth been bothering you? How are you going to pay for the office visit? Why did you wait until you had a toothache to call?

B. How long has the tooth been bothering you?

The removal of records from files, using proper "charge-out" methods, is referred to as: Storage Retrieval. Indexing. cross-referencing.

B. Retrieval

Which name would be filed last in alphabetical order? Rick Smith Ronald Smythe Richard Smythe Harold O. Smith

B. Ronald Smythe

All of the following are good telephone personality characteristics except one. Which one is the exception? Alertness Speediness Distinctness Expressiveness

B. Speediness

Which social media format is limited to 140-character messages? Blog Twitter Website Facebook

B. Twitter

All of the following would be considered telecommunication hardware except one. Which one is the exception? Pager Website Smart phone Facsimile (FAX) machine

B. Website

Which is the most courteous action to take when terminating a telephone call with a patient? Tell the patient you are busy and hang up. Whoever initiated the call should be the first to terminate it. Terminate the call as soon as there is a lull in the conversation. Hang up quickly so the patient does not continue the conversation.

B/ Whoever initiated the call should be the first to terminate it.

9. The complimentary close is a single space after the last line of the body of the letter. The complimentary close does not need to be capitalized. Both statements are true. Both statements are false. The first statement is false; the second statement is true The first statement is true; the second statement is false.

Both Statements are false

An electronic appointment book allows for tracking of appointments that were cancelled and not rescheduled. Electronic scheduling can be used to set production goals for the dental practice. Both statements are true Both statements are false The first statement is false, the second statement is true The first statement is true, the second statement is false

Both statements are true.

Which dental supply company would be filed first in alphabetical order? Quick Copy QT Surgical Supply Albert D. Apple Laboratory Davis and Davis Laboratory

C. Albert D. Apple Laboratory

The objectives of efficient appointment management include all except which of the following? Reduce staff tension Maximize productivity Allow for maximum down time Maintain concern for patient needs

C. Allow for maxium down time

Which type of treatment is commonly dovetailed in an appointment schedule? Oral prophylaxis Crown preparation Denture adjustment Dental laminate preparation

C. Denture Adjustment

Which is the appropriate action to take when a patient arrives with an appointment card that states she has a dental appointment that day but the schedule does not indicate an appointment for the patient? Tell the patient she is going to have to wait a long time to be seen Inform the patient that you are very sorry, but there is no way she can be seen today Explain there was a scheduling error and work the patient into the schedule Blame the mistake on the person that made the error and reschedule the patient

C. Explain there was a scheduling error and work the patient into the schedule

Which process determines under which name an item needs to be filed? Sorting Coding Indexing Inspecting

C. Indexing

All of the following are interrelated components of the speaking voice except one. Which one is the exception? Rate Pitch Quantity Loudness

C. Quantity

In reference to appointment management, prime time refers to the Midday appointment times First 2 hours of the daily schedule Time most frequently requested by patients Period in which the dentist performs the most expensive type of treatments

C. Time most frequently requested by patients

17. Which type of punctuation separates the name of a city from the name of a state? Colon Period Comma Semicolon

Comma

When making an outgoing call, you should announce yourself by saying: "Hi, this is Mary. "This is Mary from the office. "This is Dr. Smith's office calling." "This is Mary from Dr. Smith's office."

D. "This is Mary from Dr. Smith's office"

If the dentist wants to speak to several people in various locations at the same time, a ___ can be initiated collect call call holding call forwarding conference call

D. Conference Call

Which system denotes a record kept in a specific location has been stored elsewhere? Coding Retrieval Indexing Cross-referencing

D. Cross-referencing

14. Which is the correct salutation for a formal business letter sent to Charles Rinkle, PhD? Dear Sir: Dear Charles: Dear Mr. Rinkle: Dear Dr. Rinkle:

D. Dear Dr. Rinkle:

Which name would be filed first in alphabetical order? a. Rick Smith b. Ronald Smythe c. Richard Smythe d. Harold O. Smith

D. Harold O. Smith

Time is set aside in appointment book framework for all except which of the following? Holidays Lunch hour Staff meetings Morning huddle time

D. Morning huddle time

Which classification of mail would be used to send bulk advertising? Insured First class Registered Standard class

D. Standard Class

Two buffer times should be set aside each day in the daily appointment schedule. The length of the buffer should be three units of time. Both statements are true Both statements are false The first statement is false, the second statement is true The first statement is true, the second statement is false

D. The first statement is true, the second statement is false

A letter template can be created using word processing software. A letter template cannot be personalized to the dental office. Both statements are true. Both statements are false. The first statement is false; the second statement is true. The first statement is true; the second statement is false

D. The first statement is true; the second statement is false.

8. Which website would be used to obtain an unknown ZIP code? http://abc.go.com http://www.irs.gov http://www.ups.com http://www.usps.com

D. www.usps.com

A "buffer" is used in the appointment schedule for: Holidays Lunchtime Staff meetings Dental emergencies

Dental Emergencies

An instant messaging system is a nonverbal way in which the dentist and dental staff can communicate within the office by means of a light system. True False

False

Difficult cases, such as crown and bridge work, are always scheduled in the early mornings. True False

False

If you use spellcheck on a computer software system, you can be assured that all words in a letter will be spelled correctly. True False

False

In a business letter, how many line spaces should be provided below a complimentary close for a keyboarded signature? One Two Three Four

Four

The overall volume of your voice is known as the __ component. rate Pitch Quality loudness

Loudness

An appointment ______ is the framework around which appointments are made. File Folder Matrix Binder

Matrix

There are four time zones in the United States. The four time zones are North,South, East, and West. Both statements are true. Both statements are false. The first statement is false; the second statement is true. The first statement is true; the second statement is false.

The first statement is true; the second statement is false

10. The U.S. Postal Service does not recommend punctuation be used on the address on an envelope. True False

True

19. With the use of word processing and graphics software, it is possible to eliminate the purchase of preprinted stationery. True False

True

. Which form of mail requires the sender to have a confirmation of delivery? Certified First class Periodicals Standard class

a. Certified

. Which is the most appropriate punctuation for the salutation in a business letter? Colon Period Comma Semicolon

a. Colon

Which sentence should be avoided when communicating with a patient about the location of the dentist? "The dentist is tied up." "The dentist is with a patient." "The dentist is not available at this time." "The dentist is unable to leave the treatment room at this time."

a. The dentist is tied up

Which is a file that includes items to be completed in the future? Tickler file Subject file Numerical file Geographical file

a. Tickler File

A hands-free telephone allows the administrative assistant to save time while multitasking. True False

a. True

Encryption is the process of encoding information in such a way that only authorized parties can read it. True False

a. True

The maintenance of financial records is the major responsibility of the clinical assistant. True False

b. False

Which is the typical order of a business letter, from top to bottom? Date line, inside address, reference initials, salutation, body of letter, complimentary close, keyed signature. Inside address, date line, salutation, body of letter, complimentary close, keyed signature Date line, inside address, salutation, body of letter, complimentary close, keyed signature, reference initials Date line, inside address, salutation, body of letter, complimentary close, reference initials, keyed signature

c. Date line, inside address, salutation, body of letter, complimentary close, keyed signature, reference initials

When storing a document electronically, coding should be placed at the bottom of the document. The document name is the first listing of an electronic code. a. Both statements are true. b. Both statements are false. c. The first statement is false; the second statement is true. d. The first statement is true; the second statement is false.

d. The first statement is true, the second statement is false

A chronologic filing system is a method of filing by date. A recall system is an example of chronologic filing system. Both statements are true. Both statements are false. The first statement is false; the second statement is true. The first statement is true; the second statement is false.

d. the first statement is true'; the second statement is false

Electronic coding used in filing documents generally is entered in a notebook. recorded onto a separate disk. placed at the bottom of the document. located at the top right of the document.

placed at the bottom of the document.

8. The address on the envelope should agree with the inside address of the letter. True False

true