HC21
Dr. Brenner will be out of the office starting at 3:15 PM on August 10. How should the assistant record this in the appt matrix? Include a note that pts should be scheduled as usual Block out the time on August 10, and note the reason the physician is unavailable Underline the time on August 10, and note the reason the physician in unavailable Highlight the time on August 10, and write a phone number where the physician can be reached
Block out the time on August 10, and note the reason the physician is unavailable
Which military-sponsored health insurance program is for veterans who were disabled in the line of duty? CHIP TRICARE CHAMPVA CHAMPUS
CHAMPVA
Who whom was CHIP originally created to cover?
Children
What does the abbreviation "c/o" represent?
Complains of
Which term refers to word choice? Tone of voice Diction Enunciation Inflection
Diction
Sophia has been asked to schedule a hip replacement surgery for a pt. What type of hospitalization will this be? Optional Elective Emergency Effective
Elective
Who pays the premiums for Workers' Compensation insurance?
Employers
Why is keeping accurate records in practice-management software important? It allows changes to be easily made It makes info easier to find Entries become a permanent, legal record It makes the office look good
Entries become a permanent, legal record
An individual may be eligible for both Tricare and CHAMPVA True False
False
Telephone messages in a medical office should be discarded immediately after action has been taken on them to protect patient privacy. True False
False
What level of government administered Medicare?
Federal
Who processes Medicaid claims?
Fiscal intermediaries
If an individual is enrolled in an insurance plan through a benefits package at work, what kind of enrollment is this? Group Individual
Group
Which type of managed care plan generally reimburse physicians using capitation? POS PPO HMO
HMO
Why might a caller refuse to give a name or reason for the call? He is calling long distance He fears violating the HIPAA privacy rule He fears being prevented from speaking to the physician He is calling from a cell phone
He fears being prevented from speaking to the physician
What is the telephone feature required to answer multiple calls? Hold Call forwarding Voicemail Speakerphone
Hold
What type of calls make up the majority of the telephone calls in a medical office? Outgoing calls to labs Incoming calls from pts Outgoing calls to other physicians Personal calls
Incoming calls from pts
Who grants pre-authorization for treatments? Insurance carrier Medical office assistant Pt Physician
Insurance carrier
Which of the following is true of Workers' Compensation Insurance? Employers can choose whether or not to participate Employees must pay a premium to be covered It is only offered to those in the labor industry It is a legally mandated right
It is a legally mandated right
What is one of the advantages of the modified wave system? Staff must prepare several pts simultaneously It requires staff to triage pts It offers some flexibility in case a pt is late Pt wait times will vary
It offers some flexibility in case a pt is late
Kaya Hernandez is a beneficiary of her husband's group insurance plan, but also recently purchased her own individual insurance plan. In this case, which of the insurance policies would provide primary coverage for her?
Kaya
While treatment in a Workers' Compensation case is ongoing, what kind of forms will the physician have to periodically fill out and submit? Progress report Final report First Report of Injury or Illness Workers' Compensation Claim form
Progress report
What is a disadvantage of the wave scheduling system? Missed appts delay the schedule Pt wait times may vary Late arrivals delay the schedu;e
Pt wait times may vary
What is determining who is the best person in the facility to handle each telephone call? Triage Screening calls
Screening calls
Why might office policy require the assistant to also get a patient's date of birth when identifying a caller? The physician will want to know the age of the pt Several pts may have the same name It is required by HIPAA It is less embarrassing for the pt to give this info over the phone
Several pts may have the same name
What is practice-management software? Software that manages the practice's inventory A program that requires everything to be done using paper A program that screens software for viruses Software that protects the records of the office manager Software that electronically manages medical office operations
Software that electronically manages medical office operations
Which of the following versions of Tricare is a PPO? TRICARE Prime TRICARE Standard TRICARE Extra
TRICARE Extra
Which of the following versions of Tricare is an HMO? TRICARE Prime TRICARE Standard TRICARE Extra
TRICARE Prime
Which of the following is a fee-for-service type program? TRICARE Prime TRICARE Standard TRICARE Extra
TRICARE Standard
How is Medicare funded? By private insurance investors Through tax dollars, premiums, deductibles, and coinsurance payments By monthly annual payments, premiums, and deductibles Through government tax dollars
Through tax dollars, premiums, deductibles, and coinsurance payments
What is the purpose of practice-management software? To remind assistants of important tasks To organize newspaper and magazine subscriptions To make the reception desk look nice To allow staff to complete tasks electronically To schedule routine equipment maintenance
To allow staff to complete tasks electronically
What is the main purpose of using inflection? To make the voice sound clearer To emphasize important points in a convo To communicate only with special populations, such as those with diminished hearing All of the above
To emphasize important points in a convo
Why might an assistant avoid using the term "doctor" when leaving a telephone message for a patient? To use better courtesy To protect the pts privacy To save time
To protect privacy
What is the goal of managed care? To promote alternative medical treatments To create more medical facilities To reduce medical expenses by maintaining healthy lifestyles
To reduce medical expenses by maintaining healthy lifestyles
In addition to blocking out professional travel in the appointment book, assistants may arrange the flights and accommodations for physicians. True False
True
Stream scheduling is the most commonly used scheduling system True False
True
With fee-for-service plans, pts are reimbursed for health care expenses after out-of-pocket payments are made True False
True
What is the use of language and words to send and receive information called? Verbal communication Feedback Body language All of the above
Verbal communication
Which Medicare Part covers only prescription drugs?
Part D
What is the maximum amount of time a caller should be on hold before the assistant checks back with the caller? 10-20 secs 30-40 secs 1-2 mins 3-5 mins
1-2 mins
What is the standard time assigned to a prenatal exam? 45 mins 30 mins 15 mins
15 mins
What is the maximum amount of time a pt should wait to be seen? 30 mins 45 mins 20 mins 15 mins
20 mins
Which of the following is an outpatient diagnostic test? A suture removal A flu vaccination A physical exam A blood test
A blood test
Which of the following definitions best describes a fiscal intermediary? The division of an insurance carrier that pays Medicaid claims The Medicaid review board of an insurance carrier A company contracted to process Medicaid insurance claims
A company contracted to process Medicaid insurance claims
What is an insurance carrier? A person who has insurance coverage A hospital that accepts pts with insurance A company that provides insurance plans A contract between a pt and an insurance company
A company that provides insurance plans
Which of the following definitions best describes health insurance? A contract protecting pts from most health problems A payment made by a pt to his or her physician A payment made from a third party to a health provider A contract protecting pts from financial loss in case of illness
A contract protecting pts from financial loss in case of illness
Mrs. Lopez calls to schedule an appt for what she thinks is a sinus inflection. This is an example of what kind of appt? An acute illness A walk-in A routine A specialized
A routine
For which of these types of phone calls is it acceptable for the assistant to take a message much of the time? Pt calls Calls from other medical personnel Non-medical business calls Personal calls All of the above
All of the above
Which of the following are considered routine pt calls? Request appt Clarify instructions Question bills or other statements All of the above
All of the above
Which of the following tasks can be completed using practice-management software? Scheduling pts Notating pt accounts Billing and insurance All of the above
All of the above
What is one of the advantages of double booking appts? Allows for urgent care when there are no available appts Requires staff to triage pts Wait times will vary
Allows for urgent care when there are no available appts
Cindy works as a secretary for a hospital administrator. At work one morning, she dropped a heavy box and broke her foot. She will still be able to perform all her regular job functions. What level of Workers' Compensation disability is this? Permanent, partial Medical treatment only Temporary, partial Temporary, total Permanent, total
Medical treatment only
If a pt is covered by both Medicare and Medicaid, which policy will be primary?
Medicare
What is one advantage of individual insurance over group insurance? Lower deductibles Lower premiums Quicker service More choices of policies
More choices of policies
Which hand should be used to pick up the phone?
Non-dominant
Which pts will receive Medicare part B free of charge? Patients eligible for Social Security benefits Pts eligible for disability benefits Pts over the age of 65 None of the above
None of the above
Which of the following is a key step in scheduling an appt? Let the physician know about the appt Confirm that the pt has insurance coverage Offer the pt choices of dates and times All of the above
Offer the pt choices of dates and times
Which type of managed care plan does not require pts to pay a deductible for in-network visits? POS HMO PPO
POS
Which Medicare Part may be free for eligible pts?
Part A
Which Medicare Part offers Medicare coverage through private carrier plans?
Part C
When a pt signs an Assignment of Benefits form, who is the pt authorizing to receive the benefits?
The physician
Which of the following is an advantage to choosing a fee-for-service plan? The premiums are lower than managed care plans The pt can receive care from any provider The pt does not have to pay a deductible A coinsurance payment is not required
The pt can receive care from any provider
What is one of the disadvantages of grouping similar appts? Staff must register many pts at the same time It allows staff to work on other tasks during slow times There is less flexibility with appt times
There is less flexibility with appt times
What does wave scheduling assume about pts? They rarely arrive for their appts on time They do not mind waiting for quality service They will not notice there are others with the same appt time All of the above
They rarely arrive for their appts on time
Why do managed care plans require pts to obtain referrals before visiting specialists? To support the medical necessity of the visit To limit over-bookings in specialists' offices To keep the carrier notified of all possible health concerns To ensure patients see the appropriate specialists
To support the medical necessity of the visit
What is it called when a speaker's feelings are expressed through speech? Enunciation Tone of Voice Pitch Clarity
Tone of voice
A patient calls to get more info for the prescribed treatment. What is the most appropriate response for the assistant? Take a message for the physician to return as soon as possible Contact the physician immediately Transfer the call to a nurse Try and answer the caller's question on own
Transfer call to a nurse
What is the process of evaluating a situation and prioritizing treatment called? Screening Triage
Triage
For efficiency, many assistants set aside time and group outgoing calls together True False
True
When are calls from other medical personnel usually transferred directly to the office physician? Always When the physician receiving the call will not be returning calls the same day When the physician who is calling asks to be put through at once Never
When the physician who is calling asks to be put through at once
