C & OM
The interview process consists of three parts: preparing for the interview, responding to questions during the interview, and the optional follow up with a thank you note or letter.
False
When patients are solely responsible for scheduling their continuing care appointments, most patients will follow through and schedule an appointment.
False
You can never thank a person in a letter often enough.
False
One or more filing units (e.g., the total name) make up a __segment.
Filing
The report used to determine the financial health of the practice is which of the following?
Financial
A small device used to transfer data from one location to another is which of the following?
Flash drive and jump drive
The student intern 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?
Fold the bottom third over the middle third minus 1/4"; fold the middle and bottom thirds up, leaving a 1/4" tab; insert into the envelope so the letter can be removed by pulling on the tab at the top of the letter.
The method that allows a corporation (formed by a dentist or other entity) to own several dental practices is which of the following?
Franchise dentistry
What type of resume places skills and abilities first, according to importance, regardless of the time of occurrence?
Functional resume
The amount of pay given to an employee prior to deductions is called which of the following?
Gross salary
You have been assigned to handle the payroll for the dental office. What government publication would be a helpful reference?
IRS Publication 15 Circular E
Which of the following is not considered to be a level one collection reminder?
If your payment is not received in 10 days, your account will be referred to a collection agency.
The advantage of a computerized system which allows the administrative dental assistant and other members of the dental healthcare team to complete several functions at once is valuable in which of the following ways?
Improves communication.
You are asked to articulate the practice philosophy to a new patient, but you would like to review it first. Where could you find a description of this philosophy?
In the practice's mission statement
Infection control is an expectation of all patients. How can the dental staff ensure patients that appropriate infection controls are in place?
Inform the patient of the process and steps you take in the office to comply with standard precautions.
You have heard from another staff member that the office will be closed on one day next week. You share that with the hygienist. The method of communication you are using is which of the following?
Informal channel
Which of the following is not considered a duty of the inventory manager?
Instructing each team member in all aspects of office safety
Business records include all except which of the following?
Insurance records
Which of the following is filed in both patient and business categories?
Insurance records
Which type of intraorganizational conflict occurs when two dental assistants disagree?
Interpersonal conflict
When an individual is assigned a task that does not satisfy his or her personal goals, values, beliefs, or expertise, he or she may experience __ conflict.
Intrapersonal
What is the primary purpose of the cover letter?
Introduces you to a prospective employer.
What is the major advantage of a combination recall system?
It enables the practice to use the method that works best for each patient.
Which of the following is a benefit of the recall system for the dental practice?
It ensures a steady flow of patients through regularly scheduled appointments.
Which of the following statements is true about a network server?
It is a computer used to store data.
If a dental practice procedure manual is to be effective, what guideline should be followed?
It must be updated at regular intervals with input from team members.
Which of the following is NOT an advantage of computer-generated clinical records?
It reduces the need to employ an administrative assistant.
The skull is made up of 22 bones. Which facial bones form the orbit (eye socket)?
Lacrimal and zygomatic
Stickers or stamps placed on the statement signify which level of the collection process?
Level one
Which of the following is a quality of a good listener?
Maintains eye contact with the sender
Which of the following statements is false?
Major equipment is usually purchased directly from the manufacturer.
The office manager asks you to back up the system. Which of the following describes the procedure she wants you to complete?
Make an electronic copy of all information stored on the hard drive.
The Business Manager would typically have which of the following job descriptions?
Manages the fiscal operation of the dental practice, develops marketing campaigns, negotiates contracts, and oversees the compliance of insurance programs.
Which of the following statements is true concerning a successful telephone recall system? - Telephone scheduling is usually more successful if all assistants who come in contact with patients are in charge of the calls. - Inform patients of the exact time they can expect your confirmation call. - Call in-between scheduling appointments and answering the phone when you think it will be quit. - None are correct.
None are correct.
Of the following, which style of conflict resolution is inappropriate when a decision needs to be made quickly in a complex issue when both parties are of equal status?
Obliging
Presenting information in a positive form, even when the letter contains unpleasant subject matter, is called which of the following?
Outlook
The numbering system that is primarily used in pediatric and orthodontic dentistry is the:
Palmer Numbering System
When Mr. Munson calls our office to ask about his dental insurance coverage, this type of interpersonal communication has occurred.
Patient to dental healthcare team
When Mrs. Barber calls to schedule her son for an appointment, this type of interpersonal communication has occurred.
Patient to dental healthcare team
Which of the following statements is true? - Married employees can share a payroll record. - Payroll and personnel records should be kept in the same file. - Personnel records are confidential. - A copy of the employee's social security card can be kept in the employee's personnel record.
Personnel records are confidential.
The ability to view a situation form the other person's point of view is referred to as which of the following?
Phenomenological
Entering or transferring treatment information and associated fees into an accounting system accomplishes is which of the following?
Posting a transaction
Which of the following are good safety precautions to consider before posting your resume online?
Preserve your personal identity.
Which of the following reports are used to determine the cost of operating the dental practice?
Profit and loss statements
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)
Documenting postoperative and other instructions given to the patient accomplishes which of the following?
Provides evidence the information was given to the patient.
What is the primary purpose of the Safety Data Sheet (SDS)?
Provides information on the hazards of chemicals used in the workplace.
The communication process consists of five elements. Which element is responsible for providing feedback?
Receiver
Which of the following is not a function of payroll?
Reconciling the bank statement
Several types of administrative assistants work in the dental office. Which of the following is responsible for ensuring compliance with industry standards?
Records manager
Terminology used in the dental office may have positive or negative connotations. Which of the following terms may be perceived as negative?
Remind
The term that refers to the process which identifies conditions that can lead to alleged malpractice or to procedures not in line with mandated regulations is which of the following?
Risk management
An advantage of becoming a dental assistant educator may include which of the following?
Sharing of knowledge and experience with 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?
Smiling sincerely during your interaction with her
There are four sets of HIPPA Standards. HIPPA states that any dental practice that electronically sends or receives certain transactions must send or receive them in what type format?
Standard
Which of the following describes the Equivalent Requirements for Government?
State that the provisions of the Privacy Rule generally apply equally to private sector- and public sector-covered entities.
Several different classifications of supplies and equipment are found in the dental office. Which statement best describes expendable supplies?
Supplies and products that may be used for a specified period before they must be replaced.
When you are given an annual review by the Office Manager, this type of interpersonal communication has occurred.
Team member to team member
What has proved to be the most effective method for collecting unpaid bills?
Telephone calls
The dental office is considering purchase of a new phone system. During the demonstration, the vendor explains that a call management feature is available. This feature can be described in which of the following ways?
Telephone system that monitors and routes telephone calls.
Which of the following statements is true?
The CDT manual is used principally to identify and define transaction codes.
The responsibility at the end of the day to account for all patients seen during that day belongs to which of the following dental personnel?
The administrative assistant
A new administrative dental assistant is learning to complete insurance claims. The claim she is processing is for a minor child who is covered under dental plans from both parents' employers. She asks whether you know which plan should be billed first. Using the Birthday Rule, what would you tell your colleague?
The parent whose birthday comes first in the year is the primary insurance holder.
The patient's bill of rights provides for what provision when a patient is receiving treatment from a dental hygienist?
The patient has the right to see the dentist every time he or she receives dental treatment.
In which of the following scenarios is appointment confirmation essential?
The patient preschedules an appointment at the conclusion of a recall appointment.
Which of the following statements is true? - The procedural manual is used to help train new team members. - The office manager develops the procedural manual. - The administrative assistant should update the procedural manual as procedures change. - The key to developing a good procedural manual is to include the least amount of information possible, while maintaining order and function.
The procedural manual is used to help train new team members.
What determines the exact order and characteristics of the startup procedure?
The type of computer system
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:
The use of jargon in your message
Why is it important for all members of the dental team to respect the patient's decision to discontinue treatment?
To meet the patient's needs and understand his or her motives
It is a good idea to reserve time in the schedule to accommodate new patients.
True
Sound accounting practices mandate that the person who writes the checks cannot also sign the checks.
True
Technical safeguards apply to the protection of data transmitted over a network.
True
Which of the following statements is false? - Unpaid bills should be categorized alphabetically, using the company name. - Monthly statements include a grace period. - Bills paid electronically are received and processed more quickly than payments sent through the mail. - Some types of payments must be paid on a specific date, or a penalty will be assessed.
Unpaid bills should be categorized alphabetically, using the company name.
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?
Use an established call list to fill the opening.
A prospective patient's impression elements are classified into several stages. Which of the following is one aspect covered in the final decision stage?
What are the communication skills of the staff and dentist like?
The standard abbreviation WNL on a dental chart stands for:
Within Normal Limits.
Additional software adds which of the following functions to a basic system?
Workflow applications.
You are interviewing for a position of an administrative dental assistant. The office manager asks if you have used spreadsheets. You know that she is asking about:
a program of rows and columns in which data can be manipulated.
A(n) _______ system calculates the amount of money owed to the dental practice by accounting for charges and payments.
accounts receivable
Maintaining clinical records starts and ends with the _______, who plays a key role in protecting the dental practice from malpractice litigation.
administrative assistant
The electronic scheduler function can do all of the following, except:
alert the user if the recall does not meet the insurance company's standard.
When patient files are alphabetized by name, surnames that have a prefix are indexed:
as a single unit with the surname.
The office manager is reluctant to deal with issues and problems within the staff. She tells staff to work it out or just ignores the fact that there is a problem. Her style of conflict handling is the _______ style.
avoiding
In a business letter, "tone" refers to:
choice of words that set the mood of the letter.
Which of the following charting symbols indicates a completed amalgam restoration?
colored solid blue
The only way to protect stored information is to:
constantly back up the system.
The second step in the "art" of scheduling is:
developing a process for monitoring and adjusting the schedule to meet the goals set by the team.
The amount of treatment that is provided can be increased by _______ techniques, and the amount of money collected can be increased by _______ methods.
efficient scheduling; effective collection
The patient tells you she is scheduled for a root canal. You know that the dental term for this procedure is:
endodontic treatment
The person identified as the _______ on a child's patient registration form must be informed of treatment and must authorize any payment plan before treatment begins.
financially responsible party
When the usual fee charged by the dental practice is higher than the fee established in a(n) _______, the difference between fees cannot be charged to the patient.
fixed fee schedule
Because of their forensic significance, _______ should be kept indefinitely.
full mouth radiographic surveys
The dental practice's _______ outlines established safety procedures, which must be followed by each employee.
hazardous communication program
A major advantage of a computerized system is:
information that is common to all accounts is entered only once.
All of the following are advantages of digital x-ray technology, except that digital technology: - is less expensive. - eliminates the need for x-ray film and film developing. - replaces traditional x-ray film with reusable sensors. - reduces required radiation by as much as 90%.
is less expensive.
A tracking system _______.
is used to differentiate between products that need to be ordered, that have been ordered, or that are on backorder
A paperless dental practice uses a _______ software program.
level three (advanced)
The dental healthcare team forms a partnership with patients by_______.
motivating good dental health habits and educating patients about the benefits of home dental care.
Telephone scheduling is usually more productive if _______.
only one assistant is responsible for making all calls
College degrees such as DDS, DMS, and PhD are used in indexing:
only to distinguish between two identical names.
All of the following duties of the administrative dental assistant require communication with correct dental terminology, except: - making entries into the patient's clinical record. - scheduling appointments. - processing and evaluating radiographs. - correctly coding procedures for posting.
processing and evaluating radiographs (the DH does this, not the assistant).
The ADA Principles of Ethics and Code of Professional Conduct encompass five principles. Principle 3 is Beneficence, which means that the dentist has a duty to:
promote the patient's welfare.
Prophylactic treatment includes:
removing stains and deposits and polishing teeth
Children should be scheduled _______ appointments.
short, morning
The integrating style of handling conflict is most effective when_______.
solving the problem requires the input of all team members
If the receiver is not hearing or understanding the message as it was intended, it is said that:
some barrier is preventing effective communication.
A(n) _______ is a list that summarizes all invoices sent during the month.
statement
Nonclinical areas of the dental office include all but which of the following?
sterilization area
The _______helps the administrative assistant determine whether or not a patient can be seen as an emergency patient.
telephone information form
Alphabetic filing systems follow strict rules. These rules have been standardized by:
the Association of Records Managers and Administrators (ARMA).
Color-coded files typically use a different color for _______ of the alphabet.
the first 13 letters
A teenager is new to the dental practice and is filling out the new patient paperwork. When he gets to the insurance section, he asks you who he should record as the subscriber. You explain that:
the holder of the dental benefits is the subscriber.
A computerized account identifies _______.
the person who is financially responsible for paying the account
The daily schedule sheet can be found in all of the following areas except:
the reception area.
Postcards should not be used to send _____ to a patient.
the results of diagnostic tests
All the following are components of the financial record, except:
treatment plans and associated costs.
Carl Rogers coined the term _______, which is an expression of total love and respect, no matter what the problem.
unconditional positive regard
A/an _______ channel of communication is the flow of information from one layer of an organization to a higher level.
upward
An ultimatum letter should be sent:
via registered mail with a return receipt.
At times, a patient may have a complaint about the care and treatment he or she has received in the dental office. Which of the following statements by the assistant demonstrates empathy?
"You feel that it is unfair that the insurance company will not cover the procedure."
A telephone should be answered within___ rings.
3
A collection agency charges the dental practice _______ to take over the collection process.
30%-50% of the balance due
A routine examination and prophylaxis appointment should be scheduled every _______.
6 months
Deciduous teeth or primary dentition is usually completely replaced with permanent teeth by what age?
9 to 11
An employee must complete a new W-4 under which of the following circumstances?
A change of name
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 person covered by health insurance by one employer can obtain health insurance through the second employer if he or she changes jobs.
Which of the following provides the necessary information for a patient to directly bill an insurance company?
A superbill
The most common and useful manual appointment book shows which of the following?
A week at a time
Which of the following is an example of the correct way to address an envelope?
ATTN STANLEY SMITH MDMOUNTAINSIDE MEDICAL GROUP1243 MAIN STLOS ANGELES CA 90000-1343
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:
Access to Clinical Records.
The responsibility to maintain organized clinical records belong to which of the following?
Administrative dental assistant
Of the following dental plans, which limits patients to a predetermined list of dentists? - Managed care plan - EPO plan - HMO plan - All are correct
All are correct
Which of the following are input devices? - A keyboard - A mouse - The number pad - All are correct
All are correct
Which of the following are characteristics of a good cover letter? - Cover letters are personalized and are addressed to a specific individual. - Cover letters express an interest in working with a specific employer or company. - Cover letters should convey enthusiasm and commitment. - All are correct.
All are correct.
Which of the following is a true statement about noncompliance? - All detection of noncompliance must be entered into the patient's clinical record. - The problem of noncompliance needs to be stated in the patient's clinical record. - Documentation of the action by the dental healthcare worker and the patient regarding a patient's noncompliance needs to be entered into the patient's clinical record. - All of the statements are true.
All of the statements are true.
Determining when to reorder involves two factors: rate of use and lead time. Which of the following statements defines lead time?
Amount of time required for supplies to arrive at the office once the order has been placed.
An organization legally established by a group of dentists to enter into third-party contracts is called which of the following?
An individual practice association
The combination of equipment, software, data, personnel, and procedures for processing information is which of the following?
An information system
Which is the best description of a difficult patient?
Any patient who requires extra time and energy.
When writing the highlights of your qualifications, what type of sentence structure should you use?
Begin sentence with an action verb.
Which of the following supplies are not included in those for the dental laboratory?
Billing statements
Which of the following topics is not contained in correspondence between professionals?
Bills and collection
Patients commonly pay their bills around their payday. If the patient usually is paid on the first of the month, when would be the best date for the office to send out bills?
Bills should be sent so they will arrive around the 23rd of the month.
The color thought to be believable, and is recommended to be worn to an interview, is which of the following?
Blue
An informal channel of communication originates at the top of the organizational structure and moves downward. Goal setting is one type of communication sent through an informal channel.
Both statements are false.
Disinfection completely destroys all living organisms. Supplies that come in direct contact with a patient can be reused when properly disinfected.
Both statements are false.
Specific information related to accepted insurance plans should be kept by the telephone to help the assistant answer questions about insurance policies. Insurance information should be clarified with the patient before dental treatment begins.
Both statements are true.
Superbills are regularly used as routing slips. Routing slips must be kept from the sight of all unauthorized personnel.
Both statements are true.
What is the advantage of a computerized inventory management system in a small dental practice?
By being directly linked to the database of a large dental supply dealer, a small dental practice has access to a much larger system for the management of inventory.
Several associations provide certification/licensure for dental assistants. Which of the following organizations provides accreditation for training programs?
CODA
________ is an electronic message center used to direct calls (and messages) to individuals or departments.
Call forwarding
What is the most important reason why complete medical history is taken before dental treatment is provided?
Careful review of medical history will alert the dentist to possible interactions between dental and medical treatment.
Journals, catalogs, laboratory cases, insurance company correspondence, and payments are all examples of which of the following?
Categories of incoming mail
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)?
Category III
In a computerized system, which of the following will alert other members of the team that the patient has arrived?
Change the patient's status in the electronic scheduler to "in the office."
What type of resume arranges information in order of occurrence, with the most recent information presented first?
Chronological resume
The portion of the dental treatment for which the patient is responsible for which of the following?
Copayment
You are considering working in a small dental practice. Which of the following is an advantage of a small practice?
Cross-training in business office and clinical skills
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?
Cuspids
Collection, transmission, management, and storage of information are the primary function of which of the following?
Dental business office
Of the following types of patient correspondence, which may be prohibited by the state dental board's legal and ethical regulations? - Welcome to our practice - Introduction of a new associate - Direct mail promotion - Thank you for new patient referral
Direct mail promotion
Companies that provide stand-alone electronic claims solutions, act as a clearinghouse to process dental claims, check on patient eligibility and benefits, and provide claim status is called which of the following?
E-claims service provider
Which of the following is not included in the billing statement? - The date of service - Emergency contact information - Patient identification - A list of transactions
Emergency contact information
The Americans with Disabilities Act regulations must be followed by all employers. Which of the following statements defines the responsibilities of the employer?
Employers cannot discriminate based on disability in employment.
_______ is a series of reminders that payment is past due.
The collection process
The square-blocked style of business correspondence may be described by which of the following statements?
The date is on the same line as the first line of the inside address and is right justified.
Which of the following statements is false? - Credit reports list the names of all creditors, all amounts owed, and payment history. - The dental practice can, at any time, request a patient's credit report from the credit reporting agency. - Credit reports can be used by the dental practice to determine payment patterns. - Accounts that have been turned over for collection are identified on a credit report.
The dental practice can, at any time, request a patient's credit report from the credit reporting agency.
The ADA Principles of Ethics and Code of Professional Conduct encompass five principles. Principle 3 is Beneficence, which means:
The dentist has a duty to promote the patient's welfare.
The patient is solely responsible for ensuring that each continuing care appointment is covered by his or her insurance provider. If the dentist recommends that the patient be seen more often for dental health reasons, inform the patient that the insurance company may not pay for the visit, before scheduling the appointment.
The first statement is false; the second statement is true.
Federal Income, Social Security, and Medicare taxes are reported on Form 941. (MC19) Employer's Quarterly Federal Tax Return. This form, which is filed with the IRS on a quarterly basis (every 3 months beginning in January), is completed by the attorney of record.
The first statement is true. The second statement is false.
All-in-one printers serve as an input and output device. Floppy disks and other portable data storage mediums have been replaced by this type of printer.
The first statement is true; the second statement is false.
In today's dental practice, the storage of information may involve both paper files and electronic files. Because methods of documentation may vary, the principles of a records management program will change based on a patient need.
The first statement is true; the second statement is false.
Payments can be authorized automatically, on the same day each month. These automatic payments do not need to be recorded, documented, or verified.
The first statement is true; the second statement is false.
An organized and consistent recall system benefits both the dental practice and the patient. Which of the following does not benefit the patient?
The frequency of patient referrals is increased.
Which of the following statements is false? - Patients with dual coverage do not get to decide who is going to be the primary carrier. - The primary carrier is always billed before the secondary carrier. - The gender rule assigns primary coverage to the mother when secondary coverage for children is determined. - The secondary insurance company will not pay more than the residual balance.
The gender rule assigns primary coverage to the mother when secondary coverage for children is determined.
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?
The hygienist
