Chapter 9: Reception, Correspondence, Mail, Telephone Techniques, and Supplies

Which parts of a letter are aligned and usually begin at the center position? - Complimentary closing - Body of text - Dateline - Inside address

- Complimentary closing - Dateline

Which of the following is considered a capital purchase? - Computers - Photocopiers - Stationary - Printers

- Computers - Photocopiers - Printers

Which of the following are properties of the body of a typical business letter? - Double-spaced between paragraphs - Located immediately under the salutation - Double-spaced throughout - Single-spaced text within a paragraph

- Double-spaced between paragraphs - Single-spaced text within a paragraph

Which letter styles are typed with all lines flush left? - Modified-block - Full-block - Modified-block with indented paragraphs - Simplified

- Full-block - Simplified

Which of the following are duties performed by the receptionist? - Greeting patients - Answering the telephone - Treating patients - Prescribing medications

- Greeting patients - Answering the telephone

Which of the following are correct procedures for signing medical office letters? - To save time, mail medical office letters without the doctor's signature or the medical assistant's initials. - The medical assistant can sign his or her name and type the doctor's name in the signature block. - If the medical assistant is authorized to sign letters for the doctor, he or she should sign the doctor's name and initial after it. - If the doctor prefers to sign all letters, place the letters on the doctor's desk in a file marked "for your signature."

- If the medical assistant is authorized to sign letters for the doctor, he or she should sign the doctor's name and initial after it. - If the doctor prefers to sign all letters, place the letters on the doctor's desk in a file marked "for your signature."

Which of the following is considered First-Class delivery? - Letters - Marketing mail - Postal cards - Business reply mail

- Letters - Postal cards - Business reply mail

Which of the following are normally found in a patient information packet? - Preoperative education - Office hours - Payment policy - Patient confidentiality statement

- Office hours - Payment policy - Patient confidentiality statement

Which of the following are classifications of telephone calls in a medical office? - Marketing - Outgoing - Interoffice - Incoming

- Outgoing - Interoffice - Incoming

At the end of a telephone conversation, which of the following are appropriate to end the conversation? - Use the caller's name. - Let the caller know politely that time is up. - Thank the caller. - Be the first to end the call.

- Use the caller's name. - Thank the caller.

Which of the following scans each page of a document and sends it, via telephone lines, from one location to another? A) Fax machine B) Copy machine C) Cell phone D) Internet

A) Fax machine

Account statements for a medical practice should be sent as A) First-Class Mail B) Standard Mail C) Priority Mail D) Special Standard Mail E) Express Mail (Priority Mail Express)

A) First-Class Mail

What is the most common letter style used in medical offices? A) Full-block B) Simplified C) Modified-block D) Modified-block with indented paragraphs

A) Full-block

What is a list that specifies each place a traveler will visit, the name and address of the hotel, and the dates and times of arrival and departure? A) Itinerary B) Boarding pass C) Reservation D) Memorandum

A) Itinerary

In medical offices, memoranda are most commonly used to communicate with which of the following groups of people? A) Office staff B) Patients C) Pharmacists D) Referring physicians E) Pharmaceutical representatives

A) Office staff

Which of the following types of equipment is most likely covered by a service agreement? A) Photocopier B) Tape recorder C) Fax machine D) Answering machine E) Manual postal scale

A) Photocopier

If the doctor authorizes you to sign letters, you should sign the doctor's name and do which of the following actions? A) Place your initials after the doctor's signature. B) Mail them immediately without putting your initials after the doctor's signature. C) Sign your office manager's name after the doctor's. D) Require the doctor to sign the letter.

A) Place your initials after the doctor's signature.

Proper pronunciation includes using a speech pattern that is considered to be which of the following? A) Standard B) Inflective C) Substandard D) Reactive

A) Standard

The mailing of fraudulent or pornographic materials is prohibited by which entity? A) USPS B) UPS C) FBI D) AMA

A) USPS

The printed portion of a business letter in which the office address is printed at the top is called the ______. A) letterhead B) dateline C) attention line D) salutation

A) letterhead

What is a list of topics to be discussed in a specific order, at a meeting or presentation? A) Checklist B) Agenda C) Table of Contents D) Docket

B) Agenda

When an incoming call is received, the telephone should be answered A) Within 1 minute B) By the second or third ring C) By the third or fourth ring D) When there is no patient nearby E) After the doctor has been helped

B) By the second or third ring

Which of the following is the correct spelling for (of a person) wishing to do what is right, especially to do one's work or duty well and thoroughly? A) Conscientus B) Conscientious C) Conshentious D) Conscientuos

B) Conscientious

Which of the following consists of the month, day, and year? A) Salutation B) Dateline C) Inside address D) Letterhead

B) Dateline

Materials designated by the U.S. DOT as capable of posing unreasonable risk to health, safety, and property during transportation are classified as which of the following? A) Poisonous B) Hazardous C) Flammable D) Explosive

B) Hazardous

What contains all the necessary information for a letter's correct delivery? A) Subject line B) Inside address C) Letterhead D) Attention line

B) Inside address

In a medical office, how is the letterhead acquired? A) It is illegible. B) It is printed. C) It is handwritten. D) It is found at the bottom of the letter.

B) It is printed.

In which letter style do the dateline, complimentary closing, and signature begin at the center of the page? A) Semi-block B) Modified-block C) Simplified D) Full-block

B) Modified-block

It is important to leave time to complete forms for patients who are A) Late for their appointments B) New C) Poor D) Rich E) Minors

B) New

Which of the following elements is the most important part of a referral letter? A) Summary of the patient's medical history B) Reason for the consultation C) List of the patient's current medications D) Pertinent physical findings E) Age of the patient

B) Reason for the consultation

Where is the writer's or sender's business title located in a signature block? A) First line B) Second line C) Third line D) Fourth line

B) Second line

Which of the following word-processing functions is most appropriate for the medical assistant to use when verifying the accuracy of words in a business letter? A) Word count B) Spell check C) Sort D) Find and replace E) Autocorrect

B) Spell check

A fax machine scans each page of a document and sends it from one location to another via what type of medium? A) Network B) Telephone line C) EMR D) Copy machine

B) Telephone line

If a patient calls about insurance coverage, the call should be handled by A) The physician who performed the test or procedure in question B) The medical assistant C) The next available physician D) The insurance company E) An insurance specialist only

B) The medical assistant

When is no salutation needed on a business letter? A) A salutation is always needed. B) When it is a memorandum. C) When there is a formal relationship. D) When the sender and receiver are friends.

B) When it is a memorandum.

All mailable materials must be a minimum thickness of how many inches? A) 0.07 B) 7 C) 0.007 D) 0.7

C) 0.007

Where is the dateline found in a business letter? A) 1.5 inches below the letterhead B) 2.0 inches below the letterhead C) 0.5 inch below the letterhead D) 2.5 inches below the letterhead

C) 0.5 inch below the letterhead

Which of the following is the abbreviation for the state of Arizona? A) AR B) AK C) AZ D) AN

C) AZ

A medical assistant is asked by the physician to make travel arrangements for a seminar that the physician will be attending. The detailed outline that the medical assistant prepares for the physician is called which of the following? A) Minutes B) A synopsis C) An itinerary D) An abstract E) An agenda

C) An itinerary

Which of the following refers to the practice of underlining or highlighting important words and phrases when opening the mail? A) Indexing B) Prioritizing C) Annotating D) Conditioning E) Coding

C) Annotating

Which one of these is a correct complimentary closing? A) Thanks, B) Very Best, C) Best regards, D) Always, E) See you soon,

C) Best regards,

If the patient calls in to report that he or she is doing well (satisfactory results) after surgery, the medical assistant should A) Transfer the call to the physician or surgeon B) Transfer the call to the attending nurse C) Handle the call and make note of the patient's report in his or her medical records D) Thank the patient for calling and hang up E) Explain to the patient that he or she needs to call only if things are not going well

C) Handle the call and make note of the patient's report in his or her medical records

Which of the following parts of a business letter is keyed on the second line below the salutation? A) Complimentary close B) Enclosure notation C) Subject line D) Reference initials E) Date line

C) Subject line

The physician should handle calls from patients about which of the following? A) Insurance questions B) X-ray and laboratory reports C) Unsatisfactory progress D) Prescription refills previously authorized E) Scheduling appointments

C) Unsatisfactory progress

The second page of the body of a business letter should begin how many lines from the top? A) 3 B) 5 C) 9 D) 10 E) 12

D) 10

Which of the following is a characteristic of first-class mail? A) At least a pound but not more than 70 lb B) 16 oz or less C) Bulk mail, such as printed items more than 16 oz D) Envelopes over size 10 should have a green diamond border

D) Envelopes over size 10 should have a green diamond border

Which of the following mail is deliverable 7 days per week? A) Priority Mail B) First-Class Mail C) International mail D) Express Mail (Priority Mail Express) E) Standard Mail

D) Express Mail (Priority Mail Express)

According to U.S. Postal Service guidelines, which of the following is the correct state abbreviation for an envelope addressed to Key West? A) MS B) MA C) MT D) FL E) TX

D) FL

Where is the writer's name located in a signature block? A) Fourth line B) Second line C) Third line D) First line

D) First line

Where is the salutation in a business letter? A) After the body of the letter B) Two lines below the last line of the body, followed by a colon C) Centered under the subject line, followed by a colon D) Flush with the left margin on the second line below the inside address, followed by a colon

D) Flush with the left margin on the second line below the inside address, followed by a colon

Which of the following demonstrates the correct manner in which to assist a patient on the telephone? A) Ask the caller if you can call back because it's time for your break. B) Identify the nature of the call and put the caller on hold while trying to assist the caller. C) Multitask by placing the caller on hold. D) Identify the needs of the caller and focus on assisting the caller only.

D) Identify the needs of the caller and focus on assisting the caller only.

Which of the following spells out the name and address to whom the letter is being sent? A) Company letterhead B) Business address C) Identification line D) Inside address

D) Inside address

Which of the following is the USPS abbreviation for the state of Massachusetts? A) ME B) MS C) MT D) MA

D) MA

Which of the following is an introductory form that provides demographic data about patients? A) Physical examination form B) Patient referral form C) Patient encounter form D) Patient information form E) Patient health questionnaire

D) Patient information form

What describes material specific to the practice to help patients feel more comfortable? A) Visual materials B) Preoperative education C) Anatomical model D) Patient information packet

D) Patient information packet

Which of the following primarily uses dry toner and heat process to reproduce text and image? A) Typewriter B) Computer C) Facsimile D) Photocopier

D) Photocopier

Patients who want to talk about abnormal test results should speak with which of the following medical personnel? A) Laboratory technologists B) Nurses C) Medical assistants D) Physicians E) All of these

D) Physicians

Which of the following is the correct spelling of a legal document requiring the recipient to appear as a witness in court or to give a deposition? A) Supoena B) Suppoena C) Subpena D) Subpoena

D) Subpoena

Where is the body of a letter found? A) Two lines above the salutation or subject line B) Three lines below the dateline C) At the left margin on the second line below the inside address D) Two lines below the salutation or subject line

D) Two lines below the salutation or subject line

The employee who greets patients as they come into the office is the _____. A) physician B) lab technician C) phlebotomist D) receptionist

D) receptionist

A summary of financial accounts showing balances due is known as A) A packing slip B) A warranty C) An invoice D) A budget E) A statement

E) A statement

When a patient does not respond to past-due billing statements and does not return telephone calls, which of the following types of mail should be used to determine if the patient is receiving mail? A) Insured B) Priority C) Express D) Registered E) Certified, return receipt

E) Certified, return receipt

Which of the following terms means the act of articulating and speaking clearly? A) Communication B) Conversation C) Telecommunication D) Pronunciation E) Enunciation

E) Enunciation

Which of the following is the most secure service offered by the U.S. Postal Service? A) Priority Mail B) First-Class Mail C) Express Mail (Priority Mail Express) D) Mail tracing E) Registered mail

E) Registered mail

To avoid purchasing unnecessary medical office supplies, which of the following is the most appropriate action by the medical assistant? A) Request that each medical assistant order her own supplies B) Examine previous purchase orders before ordering supplies C) Balance the bank statement before ordering supplies D) Getting permission from the physician E) Take inventory of supplies frequently

E) Take inventory of supplies frequently