dental office procedures final review
which statement creates the best verbal image?
"ill find someone who can help you
which statement should be avoided during communication with a patient?
"this won't hurt"
How should telephone messages be obtained when the dental office is closed
Answering machine and Answering service
______ are procedure codes that are assigned to dental services in the process of dental insurance.
CDT
The goal of ergonomics is to
Help people stay healthy and perform work more effectively
The method of calculating fee-for-service benefits is _______.
UCR, schedule of benefits, and fixed fee
Which dental professional is key in the marketing of practice because they have first contact with the patient
business assistant
who oversees the financial activities of a dental practice
business assistant
How are objective fears attained ?
by learning fears from past experiences
How could a patient be psychologically influenced by the attitude of others
by subjective fear
Is a list of patients who can come in for an appointment on short notice.
call list
patient rights include all of the following except to
cancel dental appointments at a moment's notice
large, costly items taht are seldom replaced
capital supplies
A(n) _________ is the insurance company that pays the claims and collects premiums
carrier
COD means
cash on delivery
What means of payment can a patient use for his or her account?
cash, credit, insurance
How can you reduced eye strain?
change your visual distance from short to long distance
What form is used to transmit a patient's fee for service from the treatment area to the business office?
charge slip
A(n) _______ is a draft or an order on a bank for payment of a specific amount of money.
check
Where would you record check deposits made on an account?
check register
A filing system that divides materials into months and days of the month.
chronologic file
what continues to replace manual work in the business office?
computer
A ____ is a business machine that can make duplicates from an original.
copier
embarrassment is communicated by which nonverbal cue?
covered mouth
Americans spend more time with their_______than Anyone else.
coworkers
a form indicating that the dentists account has been adjusted for the cost of a returned item
credit memo
A filing system that uses an alphabetic order by name and also assigned number.
cross reference file
Pain that results from the ongoing stresses to muscles, tendons, nerves, and joints.
cumulative trauma disorders
A fee that is within the range of the usual fee charged for a service is the _________ fee.
customary
How often should bank deposits be made?
daily
A printed schedule of that days procedures that is placed throughout the office for viewing by staff.
daily schedule
What is the specified amount of money that an insured person must pay before his or her insurance goes into effect?
deductable
which type of treatments are commonly dovetailed in an appointment schedule?
denture adjustment
A child or spouse of an insurance subscriber is considered to be a(n) _________
dependent
A(n) ________ is an itemized list of the funds to be deposited into the bank.
deposit slip
which time of the day is considered most appropriate to treat young children?
early morning
what is the single most important characteristic of a staff member?
enthusiastic attitude
Is the adaptation of the work environment to the human body.
ergonomics
single use items
expendable supplies
__________ constitute the overhead that a business requires in order to keep operating.
expenses
The uisness machine that is attached to a phone line and can send written or typed materials is the ____.
fax machine
What piece of equipment allows you to send and receive typed documents?
fax machine
Is the means of classifying and arranging records so they can be easily retrieved when needed.
filing
abuse is associated with which clinical sign?
fractured teeth
how should a new employee learn about office protocol
from an office procedure manual
what happens to an item is not available from a supply company
goes on backorder
Which component is included in the salutation of a letter?
greeting
______ is the total of all professional income received.
gross income
what is not considered an expandable item
handpiece
What types of disorders are considered to be musculoskeletal disorders
headaches
time is set aside in an appointment book framework for all the following
holidays, lunch hour and staff meetings
which is the first question to ask a patient that calls the dental office and want to see the dentist due to toothach
how long has the tooth been bothering you
if a PT does not keep his or her appt. where should this be recorded
in the pt record and in appt book
A patient who has not been seen in the past 5 years
inactive
if a PT has not been seen withing the past 4 years, what is his or her status as a PT of the practice
inactive
What term indicates that an account does not have enough money to cover a check?
insufficient funds
a list of the contents of a package, the price of each item enclosed, and the total charge
invocie
A(n) ________ is an itemized list of goods that specifies the prices and terms of sale.
invoice
Which should not be a stress factor for someone working in a dental office?
job flexibility
Is the estimated period to allow for delays when materials are ordered or backordered materials are shipped.
lead time
A financial statement that maintains all account transactions of a patient is a(n) ________.
ledger
Is a type of file or statement that contains the patient.
ledger
another term used for a PT statement is
ledger
The ____ is the part of a letter that contains the name and address of the person sending the letter.
letterhead
How would a business follow through on the collection fees?
letters, phone calls, and a collection agency
____ is a way of advertising or recruiting people to your business.
marketing
an appointment book ____ is the framework around which appointments are made
matrix
an outline of a dental appointment book is referred to as a
matrix
the reach created when the upper arm is fully extended.
maximum horizontal reach
the reach created by the vertical sweep of the forearm while keeping the elbow at mid-torso level
maximum vertical reach
are disorders of the muscles and skeleton such as neck and should pain, back pain, and carpal tunnel syndrome.
musculoskeletal disorders
A paycheck is a person's _______
net income
__________ is the income minus the expenses taken out.
net income
the position in which the body is properly aligned and the distribution of weight throughout the spine is equal.
neutral position
reusable items that do not constitute a major expense
nonexpendable item
What type of communication describes our body language?
nonverbal communication
____ is the type of Communication that uses body language for expression.
nonverbal communication
is the reach created by the sweep of the forearm with the upper arm held at the side.
normal horizontal reach
what elements should be outlined in an appt. book
office hours, buffer times, and meetings
what is the minimum number of appointments needed for a pulpectomy?
one
A bookmark for a filing system.
outguide
what is used to mark a space where a file has been taken
outguide
an enumeration of the items uncluded in and order;it does not include the cost per item
packing slip
Which document will arrive with the shipment of supplies?
packing slip, invoice, and statement
the most important person in the dental office is the
patient
Is an individual who has been examined by the dentist and for whom treatment has been planned.
patient of record
If a dental office does not have a computerized accounts receivable system, what manual system would be used?
pegboard system
A small amount of money kept on hand for small daily expenses is ________.
petty cash
Lowest level of Maslow's hierarchy of needs
physiological
What is the most common risk factor that contributes to musculoskeletal disorders
poor posture
_______ is the term used for documenting money transactions within a business.
posting
Which is a valuable communication tool for dental practice?
practice newsletter
Select a less intimidating term for the word "drill".
prepare
The dentist informs you that the patient will need three appointments to complete a three-unit bridge. These appointments will likely be to:
prepare the teeth, try in the bridge components, and seat the bridge
The dentist informs you that the patient will need two appointments to complete a cast-metal crown, these appointments will be to
prepare the tooth and seat the crown
Where should the business assistant discuss financial arrangements with a patient?
private setting
The _______ is the dentist who offers treatment to a patient.
provider
Is a form that authorizes the buying or supplies from the supplier.
purchase order
a standardized form for ordering supplies
purchase order
Is the amount of a product used within a given time.
rate of use
what factors must be determined when a product has to be reordered
rate of use, shelf life, lead time
A fee that is considered fair for an extensive or complex treatment is called __________.
reasonable
What form will you use to gather financial information from a patient?
registration form
Are placed on items when the supplies are close to being low and the items need to be replaced.
reorder tags
Is a formal request for supplies
requistion
The person who has agreed to pay for an account is the _______.
responsible party
What is one of the most important factors in preventing carpal tunnel syndrome?
resting the hands
What non verbal behavior could signify tension and uneasiness in dental patient?
restrained gait, grasping the chair arm, rapid shallow breathing
An example of fixed overhead is _________.
salaries
how are supplies ordered
sales rep, phone or fax, online
the part of the letter that contains the introductory greeting is the ____.
salutation
the highest level of maslow's hierarchy of needs is
self-actualization
Is the period before it begins to deteriorate and is no longer useable
shelf life
injuries caused by sudden twisting or wrenching of a joint with stretching or tearing of ligaments.
sprains
The ________ is a summary of all charges, payments, credits, and debits for the month.
statement
a request for payment submitted by the dental supplied
statement
injuries caused by extreme stretching of muscles or ligaments.
strains
What is the key to successful work environment?
teamwork
The_____is the most important item in a dental office used for public relations
telephone
He business telephone should be answered after______ring
the first
the fleshy elevation of the palm side of the hand.
thenar eminence
prime time in reference to appointment management refers to the
time most frequently requested by patients
The _______ is a change in payment or an adjustment made to a financial account.
transaction
T or F: patients should not be moved up or down in the schedule simply for convenience of the practice?
true
T or F: time may be assigned to an EFDA to perform legal clinical tasks without the dentist needing to be assigned to the patient
true
Time increments used in scheduling appointments
units
____ is the type of communication by which we use words to express ourselves.
vertical communication
The ________ is similar to a receipt in that it shows the account balance
walkout statement
Is a list of supplies to be ordered.
want list
A written statement that outlines the manufactures responsibility for replacement and repair of a particular product.
warranty
An example of an external marketing activity is _______.
website
____ a computer program used to create most buisness documents.
word processing software
Which is the most common unit of time used for appointment scheduling in an expanded function practice?
10 minutes
how many minutes make up 1 unit of time for scheduling
10 to 15 minutes
What percentage of gross revenue should a dental practice invest in marketing?
3 to 5%
which unit of time is not a common increment found in a dental appointment system?
30 minutes
how much free space should be left on each shelf of a filing cabinet
4 inches
what is most common time frame for scheduling recall appts.
6 months
What percentage of verbal communication is never heard?
90%
What types of bookkeeping systems are used in a dental practice?
Accounts receivable and accounts payable
The best way to call an irate patient
Listen,Maintain eye contact, Nod your head when the patient is talking.
Besides the patient of practice, who would the business assistant correspond with?
Other dental professionals, Physicians, Dental insurance companies
how is an item marked for reorder
Reorder tags
a form supplied by the manufactuer that provides information about a hazardous material
SDS
_______ is a system designed to maintain the financial records of a business.
accounting
Expenses and disbursements paid out from a business are called ______.
accounts payable
Money that is owed to the practice is considered _________.
accounts receivable
A patient is one who has been seen in the last 2-3 years.
active
When should an office begin collection efforts on a past due account?
after 30 days
the objectives of good appointment book management include all EXCEPT which of the following?
allow for maximum downtime
what is the easiest filing system
alphabetic
What types of gloves are most likely to aggravate carpal tunnel syndrome?
ambidextrous gloves
a form accompanying an order that notifies the purchaser that an item ordered is not currently in stock at the supply house and will be sent at a later date
back order memo
which office decor is recommended for the reception room?
bright and cheerful
The specific time reserved on the schedule for emergencies.
buffer time
