Office Management Midterm (quizzes)

Factors that determine the order quantity of materials are: a. Rate of use b. Shelf life c. Storage space requirements d. 2 of the above e. all of the above

e. all of the above

An upward channel of communication includes: a. Communication used to gather and process information b. Vision c. Changes in rules and procedures d. Feedback

feedback

Which filing method indexes by number? a. Subject b. Alphabetic c. Numeric d. Geographic

c. Numeric

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. casts of the patient's mouth.

Which of the following is filed in both patient and business categories? a. Accounts receivable b. Confidential personnel records c. Patient information d. Insurance record

d. Insurance record

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.

"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.

You are providing a patient with information on the importance of prompt treatment of dental caries. Which of the following statements by the patient would indicate that more teaching is necessary? a. "Tooth decay should be stopped before it reaches the pulp and the condition becomes irreversible and the tooth dies." b. "The problem can be corrected by removing decay and replacing it with a filling." c. "Tooth decay is caused by bacteria, which needs to be treated with antibiotics." d. "Tooth decay is a progressive disease that can invade the enamel of the tooth."

"Tooth decay is caused by bacteria, which needs to be treated with antibiotics."

Deciduous teeth or primary dentition is usually completely replaced with permanent teeth by what age? a. 7 to 9 b. 9 to 11 c. 11 to 13 d. 15

9 to 11

Health Insurance Portability and Accountability Act of 1996 (HIPAA): The title of the act contains two major sections, Portability and Accountability. The Portability section of the Act guarantees that: a. Electronic transactions and code sets can be used to transmit patient information. b. Protected health information (PHI) must be protected in all formats and in all locations; this includes transfer of information in oral, written, and electronic formats and when stored (paper and electronic copies) c. A person covered by health insurance by one employer can obtain health insurance through the second employer if he or she changes jobs. d. Patients have to sign a specific authorization before a covered entity can release their medical information to a life insurer, a bank, a marketing firm, or another outside business for purposes not related to their healthcare.

A person covered by health insurance by one employer can obtain health insurance through the second employer if he or she changes jobs.

Betty Collins has a badly decayed tooth and has been referred to a specialist for a root canal. Ms. Collins has been referred to: a. A periodontist. b. A pedodontist. c. An endodontist. d. A prosthodontist.

An endodontist.

Health and safety in the dental office must be ensured in accordance with OSHA regulations. The administrative dental assistant who would not be assigned to an area of potential exposure would be classified as which category(ies)? a. Category I b. Category II c. Categories I and II d. Category III

Category III

Mrs. Robinson is currently seeking a new dentist. As she makes her selection, she makes an appointment for an examination and evaluates the time she spends waiting in the reception area. The corresponding stage for this action is: a. Investigation Stage b. Initial Contact Stage c. Confirmation of Initial Impression Stage d. Final Decision Stage

Confirmation of Initial Impression Stage

Mrs. Robinson is currently seeking a new dentist. As she makes her selection, she travels to the office and evaluates how easy the office was to find. The corresponding stage for this action is: a. Investigation Stage b. Initial Contact Stage c. Confirmation of Initial Impression Stage d. Final Decision Stage

Confirmation of Initial Impression Stage

An upward channel of communication includes: a. Communication used to gather and process information b. Conflict resolution c.Changes in rules and procedures d. Policies

Conflict resolution

Teeth are characterized by their shape and function. Which of the following classifications may be described as very strong with sharp points, designed for grasping and tearing food? a. Cuspids b. Central incisors c. Bicuspids d. Lateral incisors

Cuspids

Of the following types of patient correspondence, which may be prohibited by the state dental board's legal and ethical regulations? a. Welcome to Our Practice b. Introduction of a New Associate c. Direct Mail Promotion d. Thank You for New Patient Referra

Direct Mail Promotion

The office manager is deals with issues and problems within the staff. She tells staff that they have to do everything her way or they will not keep their jobs. Her style of conflict handling is: a. Dominating style b. Avoiding style c. Compromising style d. Integrating style

Dominating style

You have an idea about how to reduce waste related to disposable products in the office. You discuss this with the office manager, but she decides not to tell the dentist about the idea. Identify the barrier to organizational communication in this scenario. a. Work overload b. Filtering by level c. Timing d. Lack of trust and openness e. Inappropriate span of control

Filtering by level

Mrs. Robinson is currently seeking a new dentist. As she makes her selection, she makes an appointment and evaluates how the first visit went. The corresponding stage for this action is: a. Investigation Stage b. Initial Contact Stage c. Confirmation of Initial Impression Stage d. Final Decision Stage

Final Decision Stage

It is Tuesday morning, and you have been asked to mail dental records for a patient who is away at college, and is planning to be seen by the dentist in the town where he attends college, on Monday of next week- 6 days from now. By which U.S. Postal Service methods should you send the records? a. Express mail b. Priority mail c. First class mail d.Standard mail

First class mail

The student extern asks you to explain the correct way to fold and insert a business letter into an envelope for mailing. You explain the procedure with which of the following statements? a. Fold the letter in half lengthwise and then crosswise with the type visible when removed from the envelope. b. Fold the letter in thirds by folding the top and middle over the bottom section; fold each side inward, so that the letter will fit into the envelope. c. No specific rules are necessary as long as the letter fits neatly into the envelope. d. Fold the bottom third over the middle third minus "; fold the middle and bottom thirds up, leaving a " tab; insert into the envelope so the letter can be removed by pulling on the tab at the top of the letter.

Fold the bottom third over the middle third minus "; fold the middle and bottom thirds up, leaving a " tab; insert into the envelope so the letter can be removed by pulling on the tab at the top of the letter

When you are answering the telephone, all of the following should occur except: a. Identify the practice by name b. Identify yourself by name c. Use good listening skills d. Have the call go to a message system if you are busy with another patient

Have the call go to a message system if you are busy with another patient

Mrs. Robinson is currently seeking a new dentist. As she makes her selection, she calls the office and evaluates how the telephone is answered. The corresponding stage for this action is: a. Investigation Stage b. Initial Contact Stage c. Confirmation of Initial Impression Stage d. Final Decision Stage

Initial Contact Stage

Mrs. Robinson is currently seeking a new dentist. As she makes her selection, she talks with her friends about their experiences with each of their dentists. The corresponding stage for this action is: a. Investigation Stage b. Initial Contact Stage c. Confirmation of Initial Impression Stage d. Final Decision Stage

Investigation Stage

This part of the business letter gives details of the point that you stated in the introduction. a. Subject line b. Salutation c. Main body d.Enclosure reminder e. Copy notation

Main body

The communication process consists of five elements. Which element is the translation of the idea? a. Sender b. Medium c. Message d. Receiver

Message

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 the 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 their privacy.

One should use the patient's title (Mr., Mrs., Ms. or Dr.) and the last name, unless requested by the patient to do otherwise.

The numbering system that is primarily used in pediatric and orthodontic dentistry is the: a. Universal Numbering System b. ISO Numbering System c. FDI Numbering System d. Palmer Numbering System

Palmer Numbering System

When Mrs. Barber calls to schedule her son for an appointment, this type of interpersonal communication has occurred. a. Patient to dental healthcare team b. Dental healthcare team to patient c. Team member to team member d. Professional to professional

Patient to dental healthcare team

A formal downward channel of communication includes: a. Communication used to gather and process information b. Requests for assistance c. Performance appraisals d. Feedback

Performance appraisals

Health Insurance Portability and Accountability Act of 1996 (HIPAA): The title of the act contains two major sections, Portability and Accountability. The Accountability section of the Act guarantees that:

Protected health information (PHI) must be protected in all formats and in all locations by a person deemed to be responsible for transfer of information in oral, written, and electronic formats and when stored (paper and electronic copies)

Written correspondence in the dental office includes all but which of the following? a. Business letters b. Monthly newsletters c. Patient brochures d. Purchase orders

Purchase orders

The communication process consists of five elements. Which element is responsible for providing feedback? a. Sender b. Medium c. Message d. Receiver

Receiver

Business office procedures include which of the following? a. Work schedules can be found in personnel procedures. b. Records management protocol c. Code of conduct can be found in personnel procedures. d. Reviews and evaluations can be found in personnel procedures.

Records management protocol

Individuals who offer unconditional positive regard for people around them are known as: a. Nuclear family members b. Marital partners c. Significant others d. Professional counselors

Significant others

Mrs. Howard is nervous about having her root canal started in your dental office today. How might you communicate positively in a nonverbal manner with her during her visit? a. Speaking slowly and clearly b. Smiling sincerely during your interaction with her c. Asking her why she is nervous d. Explaining all the details of the procedure for her

Smiling sincerely during your interaction with her

This part of the business letter draws attention to the subject of the correspondence. a. Subject line b. Salutation c. Main body d. Enclosure reminder e. Copy notation

Subject line

When you are given an annual review by the Office Manager, this type of interpersonal communication has occurred. a. Patient to dental healthcare team b. Dental healthcare team to patient c. Team member to team member d. Professional to professional

Team member to team member

The patient's bill of rights provides for what provision when a patient is receiving treatment from a dental hygienist? a. The patient must be informed in advance of the type and expected cost of treatment. b. The patient has the right to ask about alternative treatments. c. The patient has the right to be informed of the advantages and disadvantages of planned treatment. d. The patient has the right to see the dentist every time he or she receives dental treatment.

The patient has the right to see the dentist every time he or she receives dental treatment.

Mrs. Smith has an appointment today for an MOD amalgam on #30. When she asks what she is having done today, you politely tell her that she is scheduled for an MOD amalgam on #30. She doesn't understand because there has been a barrier in communication. This barrier is: a. The use of semantics in your message b. The use of jargon in your message c. The credibility of your message d. You did not speak loudly enough

The use of jargon in your message

You have an idea about how to reduce waste related to disposable products in the office. You discuss this with the office manager when she is in a hurry to leave the office. She does not seem to be interested. Identify the barrier to organizational communication in this scenario. a. Work overload b. Filtering by level c. Timing d. Lack of trust and openness e. Inappropriate span of control

Timing

Electronic mail has replaced much business correspondence. What guidelines should be followed when one uses e-mail? a. Avoid using professional or trade jargon. b. If sending confidential information, do not make a notation in the subject line. c. Use business format, and keep length to one screen. d. Avoid use of abbreviations.

Use business format, and keep length to one screen.

Written correspondence in the dental office includes all of the following EXCEPT: a. Business letters b. Monthly newsletters c. Patient brochures d. Voice mail

Voice mail

When Mr. Munson calls our office to ask about his dental insurance coverage, this type of interpersonal communication has occurred. a. Patient to dental healthcare team b. Dental healthcare team to patient c. Team member to team member d. Professional to professional

a. Patient to dental healthcare team

Private health information contained in the clinical record can be shared only with other health professionals when the information is used for the care of the patient's health. . This is known as : a. Limits on Use of Personal Medical and Dental Information b. Confidential communications c. Access to Clinical Records d. Protected Health Information

a. Limits on Use of Personal Medical and Dental Information

The recall system that makes it difficult to change appointments for staff vacations or sickness is: a. Advance Appointment b. Written recall reminders c. Telephone recall

a. Advance Appointment

Several associations provide certification/licensure for dental auxiliaries. Which of the following organizations provide certification for dental assistants? a. DANB b. ADA c. CDPMA d. COMDA

a. DANB

If a letter is marked confidential, a. Do not open and deliver sealed envelope to addressee b. Open and verify that it is going to correct addressee c. Give to the Office Manager to open and screen for the correct addressee d.Give to the Dentist to open and screen for the correct addressee

a. Do not open and deliver sealed envelope to addressee

It is Friday morning, and you have been asked to mail dental records for a patient who is away at college, is experiencing a problem, and is planning to be seen by the dentist in the town where he attends college, on Monday of next week—3 days from now. By which U.S. Postal Service methods should you send the records? a. Express mail b. Priority mail c. First class mail d. Standard mail (A)

a. Express mail

Which of the following is a benefit of the recall system for the dental practice? a. It ensures a steady flow of patients through regularly scheduled appointments. b. Some insurance carriers offer the incentive of providing higher percentages of coverage in increments for dental treatment when it is received by patients on a regular basis. c. Insurance carriers encourage preventive dentistry. d. The amount of time a patient needs to spend in the office is reduced.

a. It ensures a steady flow of patients through regularly scheduled appointments.

The business manager would typically have which of the following job descriptions? a. Manages the fiscal operation of the dental practice, develops marketing campaigns, negotiates contracts, and oversees the compliance of insurance programs. b. Responsible for entering data into the computer system. c. Organizes and maintains the daily schedule of patients. d. Typically will organize and oversee the daily operations of the dental staff.

a. Manages the fiscal operation of the dental practice, develops marketing campaigns, negotiates contracts, and oversees the compliance of insurance programs.

Infection control is an expectation of all patients. How can the dental staff ensure that controls are in place and that they are being protected? 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.

a. Post a sign in the restroom stating that all employees are to wash hands before returning to work.

What is the primary function of the registration form? a. Provides demographic and financial information b. Authorizes release of information about the patient c. Documents dental treatment d. Illustrates the current dental condition of the patient e. It is the plan derived from information collected in the clinical record

a. Provides demographic and financial information

What action can be taken to ensure that products will not remain on the shelf unused? a. Providing adequate research on the product and training in the use of new products b. Rotating stock to place newer items behind older ones c. Ensuring that storage requirements are followed d. Ensuring that products ordered are appropriate for patients who are being treated by the dental healthcare team

a. Providing adequate research on the product and training in the use of new products

You are instructing a student intern in the dental office on proper use of punctuation in business correspondence. Which of the following statements lets you know that the intern understands your instructions? a. Punctuation within the body of the letter is used according to the same rules as apply to formal documents. b. In open punctuation, no punctuation is used in the salutation, the body of the letter, and the complimentary closing. c. A colon [:] is always used after the salutation. d. In standard punctuation, a comma [,] is used after the salutation and complimentary closing

a. Punctuation within the body of the letter is used according to the same rules as apply to formal documents.

Several types of administrative assistants work in the dental office. Which of the following is responsible for ensuring compliance with industry standards? a. Records manager b. Office manager c. Insurance clerk d. Business manager

a. Records manager

Several types of administrative assistants work in the dental office. Which of the following is responsible for ensuring compliance with industry standards? a. Records manager b. Office manager c. Insurance clerk d. Business manager

a. Records manager

Which of the following describes the Equivalent Requirements for Government? a. State that the provisions of the Privacy Rule generally apply equally to private sector-and public sector-covered entities b. Indicates that law enforcement activities are limited c. Is concerned that oversight of the healthcare system is provided d. Ensures that judicial and administrative proceedings are completed

a. State that the provisions of the Privacy Rule generally apply equally to private sector-and public sector-covered entities

Which of the following is considered to be an aesthetic need? a. Symmetry b. Organization c. Curiosity d. Knowledge and understanding

a. Symmetry

Which of the following is not key to maximizing scheduling efficiency? a. The amount of money collected and the extent of treatment provided on a daily basis b. The time of day that the dental healthcare team works smarter and faster c. A procedure that may require utilization of an extended function dental assistant d. The person who handles the scheduling

a. The amount of money collected and the extent of treatment provided on a daily basis

The appointment is entered in which place first? a. The appointment book b. The appointment card c. The patient's chart d. The daily schedule

a. The appointment book

You are working as a clinical dental assistant and the other dental assistant in the office has just had a baby. She is out on maternity leave for six weeks and you will have to handle both positions until she returns. Identify the barrier to organizational communication in this scenario. a. Work overload b. Filtering by level c. Timing d. Lack of trust and openness e. Inappropriate span of control

a. Work overload

Administrative safeguards that apply to electronic clinical records include identification of who will supervise compliance with HIPAA Security Standards, a staff clearance procedure that identifies which members of the staff will have access to electronic protected health information (EPHI), and: a. a disaster recovery plan. b. access control, which includes unique user identification (password and biometric systems). c. retention of off-site computer backups. d. protection of electronic systems, equipment, and data that contain EPHI from environmental hazards and unauthorized intrusion.

a. a disaster recovery plan.

A communication tool developed to create a positive image and avoid misunderstanding that should be used with new patients so that all information is conveyed is known as: a. initial feedback. b. active scripts. c. positive dental terminology. d. professional telephone manners

active scripts.

When stocking newly received supplies, _____________ a. always place the fresh supplies behind the older ones. b. place the fresh supplies if front where they are more convenient.

a. always place the fresh supplies behind the older ones.

When alphabetizing patient files 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. as a single unit with the surname.

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. information that is common to all accounts is entered only once.

This method of recalling patients requires the mailing of recall cards to patients to remind them that they are due in the dental office for an appointment. a. mail recall b. prescheduled recall c. telephone recall d. combination recall

a. mail recall

All the following functions are necessary in a computer software program to allow for daily submission of insurance claims, except: a. prompts the user for additional information such as radiographs. b. system can generate medical claims that include the appropriate ICD-9 code. c. permits only one printing of each claim to eliminate duplicates. d. system can submit claims electronically.

a. prompts the user for additional information such as radiographs.

The primary purpose of a backup plan is to: a. safeguard the practice from loss of time and valuable information. b. provide for storage of information at more than one location. c. guard against computer downtime. d. prevent the need for use of a manual system when the computer system is down.

a. safeguard the practice from loss of time and valuable information.

Complete system recall cards sell at 500 for $42.00, and 2,000 for $95.00. By purchasing 2,000 at one time (instead of buying 500 at four different times) you can save______________. a. $50.00 b. $73.00 c. $95.00 d. $168.00

b. $73.00

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. ADA Principles of Ethics and Code of Professional Conduct c. Dental Providers' insurance handbook d.Guide to HIPAA regulations

b. ADA Principles of Ethics and Code of Professional Conduct

When a file is removed from the system, what should be left in its place? a. A guide b. An out-guide c. Numeric indexing d. It is not necessary to leave anything in its place.

b. An out-guide

What is the primary function of the signature on file? a. Provides demographic and financial information b. Authorizes release of information about the patient c. Documents dental treatment d. Illustrates the current dental condition of the patient e. It is the plan derived from information collected in the clinical record

b. Authorizes release of information about the patient

Several associations provide certification/licensure for dental assistants. Which of the following organizations provides accreditation for training programs? a. DANB b. CODA c. CDPMA d. COMDA

b. CODA

A patient is scheduled for a recall appointment for prophylaxis and radiographs. What should the administrative dental assistant do 2 days before the appointment? a. Mail a card to remind the patient of an appointment. b. Call the patient to confirm the date and time of the appointment. c. Completely fill the practice schedule. d. Check the computer system for generated recall cards.

b. Call the patient to confirm the date and time of the appointment.

What is the primary function of laboratory forms? a. Provide information about diagnostic procedures performed on the patient b. Communicate instructions to the dental laboratory in the fabrication of a dental prosthesis c. Outline the work that has to be done and describe the excepted results d. Illustrate the patient's dental condition

b. Communicate instructions to the dental laboratory in the fabrication of a dental prosthesis

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 Della Cruz b. Della, J. Cruz c. Joanna Della Cruz M.D. Inc. d. Della Cruz Dental Lab

b. Della, J. Cruz

Mrs. Jones has been diagnosed with Generalized Moderate to Severe Periodontitis. Dr. Smith instructs you to refer Mrs. Jones to the correct specialist. Who would you refer her to? a. Dr. Zorro, a pedodontist. b. Dr. Zeus, a periodontist. c. Dr. Zapert, a public health dentist. d. Dr. Zork, an endodontist.

b. Dr. Zeus, a periodontist.

Written Privacy Procedures include description of staff members who have access to PHI, how PHI will be used and when it may be disclosed, and which of the following? a. Emergency circumstances when disclosure of health information may be made b. Ensuring that any business associates who have access to PHI agree to the same limitations on the use and disclosure of PHI c. Designation of an individual to be responsible for ensuring that procedures are followed d. Appropriate disciplinary action to be taken if an employee fails to follow established procedures

b. Ensuring that any business associates who have access to PHI agree to the same limitations on the use and disclosure of PHI

Minor holidays are noted in the appointment book because the office will be closed on these days. a. True b. False

b. False

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. Accountant b. Hygienist c. Dentist d. Administrative dental assistant

b. Hygienist

The importance of meeting the patient's psychological needs in the dental office is important. According to Maslow's hierarchy of needs, the need for giving and receiving affection falls into which category? a. Self-actualization b. Love and belonging c. Safety d. Physiologic needs

b. Love and belonging

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. Mandates of the HIPAA Security Rule

Mr. Thomas Wilson, a new patient who is 85 years old, has just arrived for his first appointment. The appropriate way for you to address him is as____________. a. Dad b. Mr. Wilson c. Pops d. Tom

b. Mr. Wilson

The optimal amount of a given item to be purchased at one time is the a. Reorder point b. Order quantity c. Amortized amount d. Invoice amount

b. Order quantity

Appointment book entries are made in a. Pen b. Pencil

b. Pencil

You inquire whether the new software has the capabilities to produce "walkout statements." What is the function of a walkout statement? a. Identifies patients who fail to return to complete their treatment b. Provides patients with posttreatment instructions, next appointment, and billing summary c. Documents patients who fail to keep appointments d. Prepares statements for patients who settle their account after treatment

b. Provides patients with posttreatment instructions, next appointment, and billing summary

Ageing tabs are also known as . a. Yearly tabs b. Purge tabs c. Sorting tabs d. Yellow tabs

b. Purge tabs

Your instructor has suggested that you include work samples in your personal career portfolio. Of the following, which would you include in this section? a. A recent performance review b. Samples of professional letters you have written c. Certifications you have earned d. Records of published articles

b. Samples of professional letters you have written

Alphabetic filing systems follow strict rules. These rules have been standardized by: a. The American National Standards Institute (ANSI). b. The Association of Records Managers and Administrators (ARMA). c. The American Dental Association (ADA). d. The Dewey Decimal filing system.

b. The Association of Records Managers and Administrators (ARMA).

The ADA Principles of Ethics and Code of Professional Conduct encompass five principles. Principle 2 is non-malefeasance, which means: a. The dentist has a duty to respect the patient's right to self-determination and confidentiality. b. The dentist has a duty to refrain from harming the patient. c. The dentist has a duty to promote the patient's welfare. d. The dentist has a duty to communicate truthfully.

b. The dentist has a duty to refrain from harming the patient.

Dental radiography is an essential element of the dental record. Why should the original radiograph not be released from a dental office? a. Insurance companies require that originals must be stored in the office where they were taken. b. They provide a history of dental conditions and treatments and are considered to be a legal document. c. X-ray films are fragile and could be destroyed in the mailing process. d. A dentist who provides consultation will need to take new x-rays.

b. They provide a history of dental conditions and treatments and are considered to be a legal document.

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. To meet the patient's needs and understand his or her motives

What determines the exact order and characteristics of the startup procedure? a. Status box b. Type of computer system c. Preference of the administrator d. Available backup system

b. Type of computer system

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. Use an established call list to fill the opening.

Characteristics of clinical record entries include all of the following except: a. Signature, date, and identification number of person making the entry b. Use of standard abbreviations c. Consistent line spacing d. Marking an error and writing over

b. Use of standard abbreviations

This method of recalling patients is highly successful because patients have personally participated in the scheduling of their own appointment. a. mail recall b. advance appointment c. telephone recall d. combination recall

b. advance appointment

The name St. James is filed ________ Sabin. a. before b. after

b. after

Blood vessels and nerves enter the tooth through the: a. pulp chamber b. apical foramen c. mandibular arch d. pulp cavity

b. apical foramen

In a business letter, "tone" refers to: a. presentation of the information in a positive form. b. choice of words that set the mood of the letter. c. a complementary choice of letter style and ink color. d. a combination of elements that help to communicate the message.

b. choice of words that set the mood of the letter.

The key elements of record keeping include organization, completeness, and: a. accuracy. b. consistency. c. neatness. d. accessibility.

b. consistency.

The patient tells you she is scheduled for a root canal. You know that the dental term for this procedure is: a. surgical extraction b. endodontic treatment c. cast crown restoration d. pontic

b. endodontic treatment

When you are accepting a job offer, your decision should be based on all of the following, except: a. salary and benefits. b. identity of your direct supervisor. c. work schedule. d. vacation schedule.

b. identity of your direct supervisor.

This is the type of interview where you might hear the interviewer say "Tell me about yourself." a. directed or structured b. open or unstructured c. research d. philosophical

b. open or unstructured

The dental practice where you are employed is discussing switching from catalog ordering of supplies to a supply house. When you are discussing the change, you identify the major advantage of the supply house to be: a. direct on-line computer service. b. personal service and technical support. c. large selection. d. lower prices.

b. personal service and technical support.

A thank-you letter should be sent a. if you were interviewed by the dentist instead of the office manager b. regardless of the outcome of the interview c. after you have been told you got the job d. if you enjoyed the interview

b. regardless of the outcome of the interview

Postcards should not be used to send _____ to patients. a. an appointment reminder b. the results of diagnostic tests c. a patient recall d. a congratulatory message

b. the results of diagnostic tests

When writing an objective on your resume you should include all of the following, except: a. the job you want. b. your expected salary range. c. what skills or abilities you have. d. for whom you would like to work

b. your expected salary range.

The administrative dental assistant places a call to a patient's workplace. The patient is not available, and her secretary asks if she can take a message. Which of the following messages would comply with HIPAA regulations regarding private health information (PHI)? a. "This is Maryanne from Dr Weston's office. Would you please have Mrs Ortiz call to reschedule her appointment?" b. "Please tell Ms Ortiz that we have her dental prosthesis, and she needs to come in to have it fitted." c. "Please have Mrs Ortiz call Maryanne at 991-6478." d. "Please tell Ms Ortiz that it is important that she call Dr Weston's office today."

c. "Please have Mrs Ortiz call Maryanne at 991-6478."

The dentist tells you that Michelle will need 8 units for her next appointment (you are scheduling at 10-minute intervals). How long will Michelle's appointment be? a. 1 hour b. 1 hour 10 minutes c. 1 hour 20 minutes d. 1 hour 30 minutes

c. 1 hour 20 minutes

If a dentist is working on 10-minute time units, there are how many units per hour? a. 4 b. 5 c. 6 d. 10

c. 6

Patients should be able to see the information in their clinical record. HIPAA regulations state that the office should provide access to the records or should provide a copy within 30 days of a written request. This is known as: a. Limits on Use of Personal Medical and Dental Information. b. Confidential communications. c. Access to Clinical Records. d. Protected Health Information.

c. Access to Clinical Records.

A patient is scheduled for an appointment, which has been delayed because another patient needs an emergency procedure. You notice that the patient who is waiting is sitting with arms and legs tightly crossed and fists clenched. What nonverbal communication is the patient exhibiting? a. Tenseness b. Embarrassment c. Anger d. Mistrust

c. Anger

Dealing with an angry patient requires special talents. Which of the following actions can the assistant use to deal with the patient who is angry? a. Try to change the subject to avoid a scene. b. Refer the patient to another member of the team. c. Ask the patient, "How would you handle this situation?" d. Involve other members of the team to get a different perspective on the problem.

c. Ask the patient, "How would you handle this situation?"

Susie was seen in February. Dr. Taylor wants to see her again in six months. Susie is due to be seen again in _____________. a. June b. July c. August d. September

c. August

This part of the business letter is used to notify the reader that a copy of the document is being forwarded to another party. a. Subject line b. Salutation c. Main body d. Enclosure reminder c. Copy notation

c. Copy notation

What is the primary function of the progress notes? a. Provides demographic and financial information b. Authorizes release of information about the patient c. Documents dental treatment d. Illustrates the current dental condition of the patient e. It is the plan derived from information collected in the clinical record

c. Documents dental treatment

Section VIII of the Material Safety Data Sheet contains information on: a. Physical Data for Material. b. Hazard Identification. c. Exposure Controls/Personal Protection. d. Toxicological Properties of Product.

c. Exposure Controls/Personal Protection.

Risk management is a process that a. Organizes clinical records b. Is mandated by state regulations c. Identifies conditions that may lead to alleged malpractice d. Is unnecessary in an organized dental practice

c. Identifies conditions that may lead to alleged malpractice

What is the primary purpose of the cover letter? a.Replaces a resume b. Replaces a job application c. Introduces you to a prospective employer d. Provides information about you to an employment agency

c. Introduces you to a prospective employer

Select the answer with the names arranged in the correct alphabetical order. a. James D. McDonald, Sr., Thomas W. Hamilton, III, James David MacDonald, John David Hamilton b. Thomas W. Hamilton , III, James David MacDonald, John David Hamilton, James D. McDonald, Sr. c. John David Hamilton, Thomas W. Hamilton, III, James David MacDonald, James D. McDonald, Sr. d. James D. McDonald, Sr., Thomas W. Hamilton, III, James David MacDonald, John David Hamilton

c. John David Hamilton, Thomas W. Hamilton, III, James David MacDonald, James D. McDonald, Sr.

The skull is made up of 22 bones. Which facial bones form the orbit (eye socket)? a. Inferior conchae and parietal b. Temporal and Palatine c. Lacrimal and zygomatic

c. Lacrimal and zygomatic

The purposes of following a systematic approach to information management are to simplify the retrieval process and ensure the precise location of documents and records. In an electronic environment, the storage system includes all but which of the following? a. Hard drives with PC and network servers b. CD c. Methods for organizing documents d. Tape backup

c. Methods for organizing documents

What is the major advantage of a loose leaf appointment book? a. It can be folded back on itself to preserve space on the desk. b. It can be stored easily. c. New pages can be inserted for a smooth transition from year to year. d. It is less costly than a hardbound book.

c. New pages can be inserted for a smooth transition from year to year.

The Appointment Clerk would typically have which of the following job descriptions? a. Manages the fiscal operation of the dental practice, develops marketing campaigns, negotiates contracts, and oversees the compliance of insurance programs. b. Responsible for entering data into the computer system. c. Organizes and maintains the daily schedule of patients. d. Typically will organize and oversee the daily operations of the dental staff.

c. Organizes and maintains the daily schedule of patients.

You were hired by Dr. Manning's office as a dental assistant. To find your specific job description and dress code, you read the ____________section of the Procedural Manual. a. Practice Philosophy b. General Instructions c. Personnel Procedures d. HIPPA e. Business Office Procedures

c. Personnel Procedures

You will graduate from your administrative dental assistant program shortly and are preparing to begin your job search. What activity should be your first priority? a. Contact an employment agency. b. Scan the Sunday newspaper for job openings. c. Prepare a personal career portfolio. d. Ask your instructor if she knows of any jobs.

c. Prepare a personal career portfolio.

The _________________is the minimum quantity of a given item that is an adequate reserve for that product. a. Order quantity b. Rate of use c. Reorder point d. A and c

c. Reorder point

The importance of meeting the patient's psychological needs in the dental office is important. According to Maslow's hierarchy of needs, attaining security falls into which category? a. Self-actualization b. Love and belonging c. Safety d. Physiologic needs

c. Safety

Electronic mail has replaced much business correspondence. What guidelines should be followed when one uses e-mail? a. Avoid using professional or trade jargon. b. If sending confidential information, do not make a notation in the subject line. c. Use business format, and keep length to one screen. d. Avoid use of abbreviations.

c. Use business format, and keep length to one screen.

Many career opportunities are available for the administrative dental assistant. What career opportunity would allow you to share knowledge and experienced gained in the dental profession? a. Management and consulting b. Insurance company c. Vocational education d. Large dental practice

c. Vocational education

A prospective patient's impression elements are classified into several stages. Which of the following is covered in the final decision stage? a. How does the reception area appear? b. How is the telephone answered? c. What were the communication skills of the staff and dentist like? d. What insurance plan is accepted?

c. What were the communication skills of the staff and dentist like?

Aging labels are designed to: a. designate the patient's age. b. identify patients who qualify for Medicare insurance. c. allow for easy identification of when a patient was last seen. d. identify when labels are old and need to be replaced.

c. allow for easy identification of when a patient was last seen.

Computerized letter templates: a. organize samples of letters that can be used for different occasions b. should not be used because they may be viewed as impersonal c. are form letters that can be copied and customized d. require that the writer select the type of letter and style and retype it

c. are form letters that can be copied and customized

A formal downward channel of communication includes: a.communication used to gather and process information. b. conflict resolution. c. changes in rules and procedures. d. feedback.

c. changes in rules and procedures.

Which of the following charting symbols indicates a completed amalgam restoration? a. outline with crosshatch lines b. outlined in red c. colored solid blue d. outlined and dotted

c. colored solid blue

The arrangement of a name, subject, or number is referred to as: a. a filing unit. b. a filling segment. c. indexing. d. simplified filing.

c. indexing.

Unnecessary phrases such as "as per" and "herewith" that do not add to the message should not be used in a business letter because they: a. interfere with customer satisfaction. b. make the document unnecessarily wordy. c. make the writer sound forced and unnatural. d. convey to the recipient a negative image of the office.

c. make the writer sound forced and unnatural.

Outlining or configuring the pages of an appointment book is known as: a. scheduling. b. bridging. c. matrixing. d. dovetailing.

c. matrixing.

The component of the Patient Clinical Record that is considered "a necessary form" is the: a. correspondence log. b. signature on file form. c. registration form. d. treatment plan form.

c. registration form.

The average recall appointment includes all of the following except: a. an examination. b. radiographs. c. surgical procedures. d. prophylaxis.

c. surgical procedures.

The lining type of oral mucosa a. is thick and not easily injured. b. covers the cheeks, lips, and soft palate. c. is thick and dense. d. is attached tightly to the bone.

covers the cheeks, lips, and soft palate.

Which of the following is an example of the correct way to address an envelope? a. Attn: Dr. Smith Mountainside Medical Group 1243 Main Street Los Angeles, CA 90000-1343 b. ATTN: STANLEY SMITH, MD MOUNTAINSIDE MEDICAL GROUP 1243 Main Street Los Angeles, CA 90000-1343 c. ATTENTION: DR. STANLEY SMITH, M.D. MOUNTAINSIDE MEDICAL GROUP 1243 MAIN STREET LOS ANGELES, CALIFORNIA 90000-1343 d. ATTN STANLEY SMITH MD MOUNTAINSIDE MEDICAL GROUP 1243 MAIN ST LOS ANGELES CA 90000-1343

d. ATTN STANLEY SMITH MD MOUNTAINSIDE MEDICAL GROUP 1243 MAIN ST LOS ANGELES CA 90000-1343

A computerized recall system may print a. telephone lists b. mailing labels c. Recall letters d. All of the above

d. All of the above

A computerized system at the intermediate level adds which of the following functions to a basic level? a. Intraoral imaging b. Periodontal charting c. Digital radiography d. Batch insurance claims for group submission

d. Batch insurance claims for group submission

You are preparing for an interview. Which of the following would be the most appropriate dress for the interview? a. Dress slacks, white shirt, dark socks and shoes for male; pantsuit with closed-toed shoes for female b. Clean, pressed scrubs for male and female or school uniform c. Black suit for male and female (skirt and black hosiery for female) d. Blue or grey suit with dress shirt and tie, dark socks and shoes for male; suit with conservative blouse, closed-toed shoes, and flesh-colored hosiery for female

d. Blue or grey suit with dress shirt and tie, dark socks and shoes for male; suit with conservative blouse, closed-toed shoes, and flesh-colored hosiery for female

What is the most important reason why complete medical history is taken before dental treatment is provided? a. It should not be taken because it violates the patient's confidentiality. b. So that the dentist will be aware of any medication the patient is taking. c. Because the patient's medical doctors are reluctant to release information to a dental office. d. Careful review of medical history will alert the dentist to possible interactions between dental and medical treatment.

d. Careful review of medical history will alert the dentist to possible interactions between dental and medical treatment.

If a mistake is made in the clinical record, what procedure should be followed to make the correction? a. Replace the form and rewrite the information. b. Use "white-out" to cover the error, and rewrite the information over it. c. Cross it out so it is illegible, and write the error. d. Cross out the error with a single line, date and initial the error, and then write the correction information

d. Cross out the error with a single line, date and initial the error, and then write the correction information

Which filing method indexes by location? a. Subject b. Alphabetic c. Chronologic d. Geographic

d. Geographic

What is the primary function of the clinical exam form? a. Provides demographic and financial information b. Authorizes release of information about the patient c. Documents dental treatment d. Illustrates the current dental condition of the patient e. It is the plan derived from information collected in the clinical record

d. Illustrates the current dental condition of the patient

Which of the following is a benefit of the recall system for the patient? a. It ensures a steady flow of patients through regularly scheduled appointments. b. It increases referrals to the dental practice. c. It results in partnerships with other dentists. d. It reduces the amount of time a patient needs to spend in the office.

d. It reduces the amount of time a patient needs to spend in the office.

The office manger 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. Make an electronic copy of all information stored on the hard drive.

The dentist has told you that 5 units are needed to complete a procedure. What information do you need to schedule the appointment? a. Customized code for the procedure b. Other staff who will be required to complete the procedure c. Instruments needed for the procedure d. Number of minutes in the unit (e.g., 10, 15)

d. Number of minutes in the unit (e.g., 10, 15)

What is the major barrier to a mail recall system? a. Patients may be difficult to reach. b. When appointments are scheduled 6 months in advance, it is difficult to work new patients into the schedule. c. This recall system is time consuming. d. Patients do not call.

d. Patients do not call.

A major reason legal actions are decided in favor of the patient is a. It is a patient's right b. The dentist is guilty c. The dental assistant is unavailable to provide interpretation of the clinical entries d. Poor record keeping

d. Poor record keeping

Which of the following is not one of the steps that should be followed when a shipment of supplies is accepted for the dental office? a. Check that the correct number of boxes or items shipped. b. Inventory the content of the boxes. c. Check the invoice against the original order. d. Prepare the payment from the submitted invoice.

d. Prepare the payment from the submitted invoice.

When Dr Skelly consults with the dental laboratory about a case, this type of interpersonal communication has occurred. a. Patient to dental healthcare team b. Dental healthcare team to patient c. Team member to team member d. Professional to professional

d. Professional to professional

When you call the pharmacy for at the request of the dentist, this type of interpersonal communication has occurred. a. Patient to dental healthcare team b. Dental healthcare team to patient c. Team member to team member d. Professional to professional

d. Professional to professional

What is the most important tool of the job search process? a. Cover letter b. Letters of recommendation c. Job application d. Resume

d. Resume

Several different classifications of supplies and equipment are found in the dental office. Which of the following statement best describes expendable supplies? a. Supplies that are used and need to be replenished b. Supplies that are used only once c. Items that may be used for longer than 1 to 2 years d. Supplies and products that may be used for a specified period before they have to be replaced

d. Supplies and products that may be used for a specified period before they have to be replaced

Why is it important to document missed and broken appointments in the clinical record? a. So patients can be billed if they failed to give timely notice b. So a follow-up letter can be sent to explain the importance of continued treatment d. To document the intent of the dentist to complete work and follow-up in a timely manner c. To document that postoperative instructions are not being followed

d. To document the intent of the dentist to complete work and follow-up in a timely manner

What is the primary function of the clinical record? a. To provide a dental history for the patient b. To provide identification of the patient c. To document dental treatment d. To provide a total picture of the patient and the patient's needs

d. To provide a total picture of the patient and the patient's needs

What is the primary function of the treatment plan? a. Provides demographic and financial information b. Authorizes release of information about the patient c. Documents dental treatment d. Illustrates the current dental condition of the patient e. It is the plan derived from information collected in the clinical record

e. It is the plan derived from information collected in the clinical record

The Office Manager would typically have which of the following job descriptions? a. Manages the fiscal operation of the dental practice, develops marketing campaigns, negotiates contracts, and oversees the compliance of insurance programs. b. Responsible for entering data into the computer system. c. Organizes and maintains the daily schedule of patients. d. Typically will organize and oversee the daily operations of the dental staff.

d. Typically will organize and oversee the daily operations of the dental staff.

The electronic scheduler function can do all of the following, except: a.allow the user to matrix the appointment scheduler according to production goals. b. alert scheduling staff if sufficient time is not scheduled between appointments. c. coordinate schedules when the patient sees more than one provider in the same day. d. alert the user if the recall does not meet the insurance company's standard.

d. alert the user if the recall does not meet the insurance company's standard.

The second step in the "art" of scheduling is: a. working with the dental team to determine the amount of time needed for each patient and the time that should be allotted between patients. b. deciding who will be doing the scheduling. c. considering the needs of patients and the dental healthcare team. d. developing a process for monitoring and adjusting the schedule to meet the goals set by the team.

d. developing a process for monitoring and adjusting the schedule to meet the goals set by the team.

This is the type of interview where you are asked the same questions as everyone else who is being interviewed. a. philosophical b. research c. open or unstructured d. directed or structured

d. directed or structured

You are considering the advantages of working in a large dental practice. From the list below, identify an advantage of a large practice. a. loyalty seems stronger because of the close relationship of the team members b. a family atmosphere because all of the members of the team work together closely on a daily basis c. cross training in business office and clinical skills d. greater number of choices in benefits package

d. greater number of choices in benefits package

Prophylactic treatment includes: a. replacing missing teeth with artificial teeth b. restoring the function of posterior teeth c. providing thin coverage on facial surfaces d. removing stains and deposits and polishing teeth

d. removing stains and deposits and polishing teeth

The square-blocked style of business correspondence may be described by which of the following statements? a. all letter sections begin at the left margin b. paragraph beginnings are indented 5 spaces c. style does not include personal identification of the reader d. the date is on the same line as the first line of the inside address and is right justified

d. the date is on the same line as the first line of the inside address and is right justified

The live cellular substance of the tooth is known as: a. gingivae. b. cementum. c. enamel. d.dentin.

dentin

All of the following are personal traits of an effective administrative dental assistant EXCEPT one. Which is the EXCEPTION? a. Ability to be flexible b. Ability to work in a diverse culture c. Strong work ethics d. Excellent communication skills e. Ability to make decisions for patients

e. Ability to make decisions for patients

Geography category records are filed according to a. Zip code b. Area code c. City d. State e. All of the above

e. All of the above

Verbal and non-verbal communication can both occur in a dental office. Common nonverbal messages communicated by patients include: a. Tenseness b. Embarrassment c. Anger d. Fearfulness e. All of the above

e. All of the above

What general information is needed for a successful recall system? a. The type of recall a patient needs. b. The month a patient should be scheduled. c. Who the appointment should be scheduled with. d. The amount of time needed for the appointment. e. All of the above.

e. All of the above.

All of the following are strategies that can be used to provide outstanding customer service, except: a. show appreciation. b. listen. c. set goals. d. emulate the image of other successful dental practices.

emulate the image of other successful dental practices.

The purpose of a referral letter is to: a. inform the patient that he or she is being referred to a specialist. b. introduce the patient and state the reason for the referral. c. arrange allocation of fee between professionals d. gain permission from an insurance provider for a patient to be seen by a specialist

introduce the patient and state the reason for the referral.

All of the following are advantages of digital x-ray technology, except that digital technology: a. is less expensive. b. eliminates the need for x-ray film and film developing. c. replaces traditional x-ray film with reusable sensors. d. reduces required radiation by as much as 90%

is less expensive.

Which of the following is a quality of a good listener? a. Changes to a different subject b. Maintains eye contact with the sender c. Comes to a conclusion before the message is complete d. Is physically distracting

maintains eye contact with the sender

What type of tissue forms the gingivae, hard palate, and dorsum of the tongue? a. masticatory mucosa b. smooth muscle c. palatine raphe d. incisive papilla

masticatory mucosa

The appointment clerk would typically have which of the following jobs?

organizes and maintains the daily schedule of patients

The importance of meeting the patient's psychological needs in the dental office is important. According to Maslow's hierarchy of needs, the need for food and shelter falls into which category? a. Self-actualization b. Love and belonging c. Safety d. Physiologic needs

physiologic needs

Mr Johnson has an appointment for a class V composite restoration on the facial aspect of #22. When he arrives, you inform him that he should have a seat in the "waiting room" until his appointment time. You also tell him that the doctor will give him a "shot before his tooth is drilled". To communicate a more positive image of his visit, which dental terms should you use? a. Reception area, shot, drilled b. Waiting room, shot, prepared c. Reception area, injection, prepared d. Reception area, injection, drilled

reception area, injection, prepared

Terminology used in the dental office may have positive or negative connotations. Which of the following terms may be perceived as negative? a. Change in schedule b. Statement c. Fee d. Remind

remind

The communication process consists of five elements. Which element is responsible for sharing an idea with another person or group? a. Sender b. Medium c. Message d. Receiver

sender

If the receiver is not hearing or understanding the message as it was intended, it is said that:

some barrier is preventing effective communication

Nonclinical areas of the dental office include all but which of the following? a. Business office b. Consultation area c. Staff room d. sterilization area

sterilization area

Personalization of a letter can be accomplished by use of: a. the patient's first name. b. the statement, " It is necessary to report your delinquency to the credit bureau." c. the "you technique." d. a statement such as, "We have not received your payment."

the "you technique."

Mrs Courser has an appointment today for extraction of tooth #31. When you called to confirm her appointment, you reminded her that she is scheduled to have her tooth "pulled". A negative image can occur from this interaction due to:

the use of semantics in your messages