office emergencies
The Americans With Disabilities Act regulations must be followed by all employers. Which of the following statements defines the responsibilities of the employer? Reduced hours must be arranged for disabled employees if requested. Employers cannot discriminate on the basis of disability in employment. All employees must be treated the same way, whether or not they are disabled. When two applicants for a position have equal qualifications, preference is to be given to the one with an identified disability.
Employers cannot discriminate on the basis of disability in employment.
Communication can only be achieved through verbal means. a. True b. False
False
Minor holidays are noted in the appointment book because the office will be closed on these days. True False
False
Staff meetings can serve many functions; of the following, which is not a function of staff meetings? Clinical chart review Gathering staff for social interaction Forum for performance appraisal Tool for organizational communication
Forum for performance appraisal
The Employer's Tax Guide, Publication 15, Circular E, is used by employers to Give information regarding US immigration services and employment eligibility Give information regarding depositing taxes Give information regarding benefits to employees Give information regarding accounts receivable
Give information regarding depositing taxes
Which HIPAA rule covers the protection of all PHI in paper form? HIPAA Security Rule HIPAA Privacy Rule HIPAA Patient Confidentiality Rule HIPAA Security Gatekeeper Rule
HIPAA Privacy Rule
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? Accountant Hygienist Dentist Administrative dental assistant
Hygienist
New employees are required to complete a/an ___________ form to be checked by the employer to verify employment eligibility. IRS CPA I-7 I-9 I-10
I-9
What is the purpose of production reports? Categorize the monies that patients and insurance companies owe the dental practice Identify what types of procedures have been performed and by whom Helps to determine the financial health of the dental practice Identify the cost it takes to operate a business
Identify what types of procedures have been performed and by whom
What is the primary purpose of the cover letter? Replaces a resume Replaces a job application Introduces you to a prospective employer Provides information about you to an employment agency
Introduces you to a prospective employer
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. 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. Insurance carriers encourage preventive dentistry. The amount of time a patient needs to spend in the office is reduced.
It ensures a steady flow of patients through regularly scheduled appointments.
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. It should be reviewed daily by all members of the team. The dentist should sign off on all procedures. It should contain only personnel and clinical area procedures.
It must be updated at regular intervals with input from team members.
Which of the following is a benefit of the recall system for the patient? It ensures a steady flow of patients through regularly scheduled appointments. It increases referrals to the dental practice. It results in partnerships with other dentists. It reduces the amount of time a patient needs to spend in the office.
It reduces the amount of time a patient needs to spend in the office.
The skull is made up of 22 bones. Which facial bones form the orbit (eye socket)? Inferior conchae and parietal Temporal and Palatine Lacrimal and zygomatic
Lacrimal and zygomatic
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 : Limits on Use of Personal Medical and Dental Information Confidential communications Access to Clinical Records Protected Health Information
Limits on Use of Personal Medical and Dental Information
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? Self-actualization Love and belonging Safety Physiologic needs
Love and belonging
The office manger asks you to back up the system. Which of the following describes the procedure she wants you to complete? Manually record all daily transactions. Return all computers to the startup screen before you leave for the day. File all patients' treatment records. Make an electronic copy of all information stored on the hard drive.
Make an electronic copy of all information stored on the hard drive.
All of the following are strategies that can be used to provide outstanding customer service, except: Show appreciation Listen Set goals Making decisions for each of our patients
Making decisions for each of our patients
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? Americans with Disabilities Act Mandates of the HIPAA Security Rule American Dental Association guidelines Medicare part D
Mandates of the HIPAA Security Rule
Characteristics of clinical record entries include all of the following except: Signature, date, and identification number of person making the entry Use of standard abbreviations Consistent line spacing Marking an error and writing over
Marking an error and writing over
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? Hard drives with PC and network servers CD Methods for organizing documents Tape backup
Methods for organizing documents
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____________. Dad Mr. Wilson Pops Tom
Mr. Wilson
What is the major advantage of a loose leaf appointment book? It can be folded back on itself to preserve space on the desk. It can be stored easily. New pages can be inserted for a smooth transition from year to year. It is less costly than a hardbound book.
New pages can be inserted for a smooth transition from year to year.
The dentist has told you that 5 units are needed to complete a procedure. What information do you need to schedule the appointment? Customized code for the procedure Other staff who will be required to complete the procedure Instruments needed for the procedure Number of minutes in the unit (e.g., 10, 15)
Number of minutes in the unit (e.g., 10, 15)
The agency that regulates the safety of working conditions is MSDS ERISA OSHA FDHA BOD
OSHA
The governmental agency concerned with the safety of the worker in the workplace is the Occupational Safety and Health Administration Internal Revenue Service American Dental Association Federal Bureau of Investigation
Occupational Safety and Health Administration
Correctly using a patient's name during conversation is important. Which of the following is the correct way to address a new patient? Patients who are older than the staff should not be addressed by their first names. One should use the patient's title (Mr., Mrs., Ms. or Dr.) and the last name, unless requested by the patient to do otherwise. Use the patient's first name to convey a friendly atmosphere in the office. 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 Appointment Clerk 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. Responsible for entering data into the computer system. Organizes and maintains the daily schedule of patients. Typically will organize and oversee the daily operations of the dental staff.
Organizes and maintains the daily schedule of patients
The numbering system that is primarily used in pediatric and orthodontic dentistry is the: Universal Numbering System ISO Numbering System FDI Numbering System Palmer Numbering System
Palmer Numbering System
All of the following components are part of the pegboard system EXCEPT: Receipt Ledger card Patient recall report Daily journal
Patient recall report
Which of the following is not included in the billing statement? Date of service Patient's social security number Patient identification List of transactions
Patient's social security number
What is the major barrier to a mail recall system? Patients may be difficult to reach. When appointments are scheduled 6 months in advance, it is difficult to work new patients into the schedule. This recall system is time consuming. Patients do not call.
Patients do not call.
this method of identifying inactive records and removing them from the active office system is done at a determined time, usually at the end of the year. Perpetual method Periodic method Active method None of the above
Periodic method
When you have decided to leave a job, what is the most appropriate way to inform your employer? Send an e-mail to your immediate supervisor stating your last day of work. Tell your coworkers that you are planning on leaving. Personally tell your supervisor, and follow up with a letter of resignation. Leave a letter on your supervisor's desk on your last day.
Personally tell your supervisor, and follow up with a letter of resignation.
Which of the following types of correspondence is not permitted under the Fair Debt Collection Guidelines? Ultimatum letter Postcard Collection letter Repeat billing
Postcard
This type program has a contract that stated that the participating dentist will use only the fee schedule preapproved by the third party. In exchange, the third party places the dentists name on a preferred list. Capitation program Preferred provider program Franchise dentistry Closed panel program
Preferred provider program
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? Contact an employment agency. Scan the Sunday newspaper for job openings. Prepare a personal career portfolio. Ask your instructor if she knows of any jobs.
Prepare a personal career portfolio.
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? Check that the correct number of boxes or items shipped. Inventory the content of the boxes. Check the invoice against the original order. Prepare the payment from the submitted invoice.
Prepare the payment from the submitted invoice.
In a business letter, "outlook" refers to: Presentation of the information in a positive form Choice of words that set the mood of the letter A complementary choice of letter style and ink color A combination of elements that help to communicate the message
Presentation of the information in a positive form
When Dr. Skelly consults with the dental laboratory about a case, this type of interpersonal communication has occurred. Patient to dental healthcare team Dental healthcare team to patient Team member to team member Professional to professional
Professional to professional
What is the primary function of the registration form? Provides demographic and financial information Authorizes release of information about the patient Documents dental treatment Illustrates the current dental condition of the patient It is the plan derived from information collected in the clinical record
Provides demographic and financial information
What is the primary purpose of the Material Safety Data Sheet (MSDS)? Provides information on the hazards of chemicals used in the workplace Provides instructions for development of a hazardous communication program Provides documentation of delivery of hazardous materials Provides certification of proper disposable of used hazardous material
Provides information on the hazards of chemicals used in the workplace
You inquire whether the new software has the capabilities to produce "walkout statements." What is the function of a walkout statement? Identifies patients who fail to return to complete their treatment Provides patients with posttreatment instructions, next appointment, and billing summary Documents patients who fail to keep appointments Prepares statements for patients who settle their account after treatment
Provides patients with posttreatment instructions, next appointment, and billing summary
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? Punctuation within the body of the letter is used according to the same rules as apply to formal documents. In open punctuation, no punctuation is used in the salutation, the body of the letter, and the complimentary closing. A colon [:] is always used after the salutation. In standard punctuation, a comma [,] is used after the salutation and complimentary closing.
Punctuation within the body of the letter is used according to the same rules as apply to formal documents.
To ensure that the practice and bank records are in agreement, this should be done each month. Reconcile the accounts Remit the accounts Categorize the accounts Integrate the accounts
Reconcile the accounts
Which of the following adjustments will raise the patient's balance? Returned check Disallowed insurance charge Professional courtesies Uncollectible fees
Returned check
The process of identifying conditions that may lead to alleged malpractice and working to prevent the process of malpractice is known as Organization of records Risk management Clinical practice Receipt of risk
Risk management
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 recent performance review Samples of professional letters you have written Certifications you have earned Records of published articles
Samples of professional letters you have written
Individuals who offer unconditional positive regard for people around them are known as: Nuclear family members Marital partners Significant others 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? Speaking slowly and clearly Smiling sincerely during your interaction with her Asking her why she is nervous Explaining all the details of the procedure for her
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? Alphabetic Specialized Standard National International
Standard
Dental procedure codes are: The same as medical procedure codes Set by each insurance company to correspond with its coverage Also known as SNODENT codes Standardized by the ADA and accepted by all third party carriers
Standardized by the ADA and accepted by all third party carriers
Which of the following documents outlines the duties that may be performed by dental auxiliaries? Occupational Safety and Health Administration (OSHA) code State administrative code Bylaws of the American Dental Association State Dental Practice Act
State Dental Practice Act
Several different classifications of supplies and equipment are found in the dental office. Which of the following statement best describes expendable supplies? Supplies that are used and need to be replenished Supplies that are used only once Items that may be used for longer than 1 to 2 years Supplies and products that may be used for a specified period before they have to be replaced
Supplies and products that may be used for a specified period before they have to be replaced
When you are given an annual review by the Office Manager, this type of interpersonal communication has occurred. Patient to dental healthcare team Dental healthcare team to patient Team member to team member Professional to professional
Team member to team member
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? Allows for communication between different stations within the telephone system A method used to direct calls to individuals or departments Allows user to forward calls to another number or station Telephone system that monitors and routes telephone calls
Telephone system that monitors and routes telephone calls
Which of the following is not key to maximizing scheduling efficiency? The amount of money collected and the extent of treatment provided on a daily basis The time of day that the dental healthcare team works smarter and faster A procedure that may require utilization of an extended function dental assistant The person who handles the scheduling
The amount of money collected and the extent of treatment provided on a daily basis
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.
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 message The use of jargon in your message The credibility of your message You did not speak loudly enough
The use of semantics in your message
What is the primary benefit to the practice of payment in full plans? The patient does not owe for treatment after the service has been completed. They provide a constant cash flow for the practice. They eliminate much of the paperwork required for insurance claims processing. They limit the practice to patients who can afford the services.
They eliminate much of the paperwork required for insurance claims processing.
What is the most significant problem for patients who seek dental treatment only when they are in pain? Scheduling is difficult because emergency appointments are always necessary. They usually do not follow through with recall appointments. They do not supply a regular reliable income for the dental practice. The healthcare partnership between dental care team and patient cannot be established.
They usually do not follow through with recall appointments.
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. Work overload Filtering by level Timing Lack of trust and openness Inappropriate span of control
Timing
What is the purpose of a routing slip? To inform the front desk where the patient record is located when it has been removed from the file To provide the back office staff with information as to which treatment rooms are being used To communicate treatment information between the treatment area and the business office To inform the office manager when insurance claims have been sent to an insurance provider
To communicate treatment information between the treatment area and the business office
Why is it important to document missed and broken appointments in the clinical record? So patients can be billed if they failed to give timely notice So a follow-up letter can be sent to explain the importance of continued treatment To document the intent of the dentist to complete work and follow-up in a timely manner To document that postoperative instructions are not being followed
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? To provide a dental history for the patient To provide identification of the patient To document dental treatment To provide a total picture of the patient and the patient's needs
To provide a total picture of the patient and the patient's needs
What determines the exact order and characteristics of the startup procedure? Status box Type of computer system Preference of the administrator Available backup system
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? Follow the established daily schedule. Use an established call list to fill the opening. Call patients with later appointments to move them up. Ask the dentist how he would like you to handle the issue
Use an established call list to fill the opening.
Electronic mail has replaced much business correspondence. What guidelines should be followed when one uses e-mail? Avoid using professional or trade jargon. If sending confidential information, do not make a notation in the subject line. Use business format, and keep length to one screen. Avoid use of abbreviations.
Use business format, and keep length to one screen.
The office staff is considering rearranging the workstation area. When movement of the computers may be needed, what information needs to be considered? Video display terminal must be positioned perpendicular to the windows. Monitor screen should be tilted slightly forward. Top of screen should be positioned slightly above eye level. A minimum of 30 inches between the worker and the display is required.
Video display terminal must be positioned perpendicular to the windows.
Under what situations should information not be sent via facsimile (fax) machine? When information includes patient information After normal office hours When security cannot be confirmed When notification of receipt is necessary
When security cannot be confirmed
In planning the office area of the dental practice, you must consider ergonomics. What potential work-related problems can occur if ergonomics is not addressed? Work-related stress claims Violation of the Americans With Disabilities Act Violation of Occupational Safety and Health Administration Regulations Work-related musculoskeletal disorders
Work-related musculoskeletal disorders
A patient is being seen after a work-related accident in which several of his teeth were broken. How will his treatment be billed? To his primary insurance Workers' compensation Government assistance Secondary coverage
Workers' compensation
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: cross-references that permit easy movement from one document to another. an element of data storage. a program of rows and columns in which data can be manipulated. a program used to view hypertext pages.
a program of rows and columns in which data can be manipulated.
What term denotes a patient's lack of cooperation? a. Noncompliance b. Collusion c. Noncomprehension d. Denial e. Noncommunicative
a. Noncompliance
Indexing unit #2 is the patient's: a. given name b. last name c. middle name d. degree
a. given name
A key to establishing an understanding between patient and office staff is: a. informing the patient of the office mission and vision b. offering the patient to view the dental practice procedural manual c. offering the patient to view the employee manual d. All of the above e. None of the above
a. informing the patient of the office mission and vision
The ADA Principles of Ethics and Code of Professional Conduct encompasses five principles. Principle #1 is patient autonomy, which means, The dentist has a duty to: a. respect the patient's right to self-determination and confidentiality. b. refrain from harming the patient. c. promote the patient's welfare. d. communicate truthfully.
a. respect the patient's right to self-determination and confidentiality.
The name St. James is filed ________ Sabin. before after
after
The electronic scheduler function can do all of the following, except: allow the user to matrix the appointment scheduler according to production goals. alert scheduling staff if sufficient time is not scheduled between appointments. coordinate schedules when the patient sees more than one provider in the same day. alert the user if the recall does not meet the insurance company's standard.
alert the user if the recall does not meet the insurance company's standard.
Geography category records are filed according to Zip code Area code City State All of the above
all of the above
Verbal and non-verbal communication can both occur in a dental office. Common nonverbal messages communicated by patients include: Tenseness Embarrassment Anger Fearfulness All of the above
all of the above
What general information is needed for a successful recall system? The type of recall a patient needs. The month a patient should be scheduled. Who the appointment should be scheduled with. The amount of time needed for the appointment. All of the above.
all of the above
aging labels are designed to: designate the patient's age. identify patients who qualify for Medicare insurance. allow for easy identification of when a patient was last seen. identify when labels are old and need to be replaced.
allow for easy identification of when a patient was last seen.
Blood vessels and nerves enter the tooth through the: pulp chamber apical foramen mandibular arch pulp cavity
apical foramen
When alphabetizing patient files by name, surnames that have a prefix are indexed: as a single unit with the surname. by prefix without consideration of surname. by surname without consideration of the prefix. as a single unit only if the prefix is capitalized.
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. dominating avoiding compromising integrating
avoiding
Mr. Thomas Wilson, a new patient who is 80 years old, has just arrived for his appointment. The appropriate way for you to address him is: a. "Dad" b. "Mr. Wilson" c. "Pops" d. "Thomas"
b. "Mr. Wilson"
The caller is a new patient. She tells you her name is Mrs. Marsha Brady. The appropriate way for you to address her is: a. "Marsha" b. "Mrs. Brady" c. "Ms. Brady" d. Don't use her name in the conversation
b. "Mrs. Brady"
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
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, MD, Inc. d. Della-Cruz Dental Lab
b. Della, J. Cruz
All of the following attitudes contribute toward successful patient management except one. Which one is the exception? a. The patient is the most important person in the practice. b. It is the responsibility of the health care providers to decide what is best for each patient. c. The patient, as a member of the team, must be included in all decisions about his or her oral health care. d. A variety of value systems exist; all are different and must be appreciated on individual merits.
b. It is the responsibility of the health care providers to decide what is best for each patient.
Ethics refers to: a. Accreditation by the ADA b. Professional standards of conduct c. Jurisprudence d. Membership in the FDA
b. Professional standards of conduct
Which document outlines the duties that may be legally performed by dental team members? a. OSHA code b. State Dental Practice Act c. State Administrative Code d. Bylaws of the American Dental Association
b. State Dental Practice Act
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 need for autonomy 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 need for autonomy
A patient is in the operatory for treatment. You notice the patient clenching the arms of the chair and sweat beads forming on his brow even though the office temperature is cool. What nonverbal communication is the patient exhibiting? a. embarrassment b. fear c. sadness d. happiness
b. fear
College degrees such as DDS, DMD, and PhD are used in indexing: a. so that the staff will address the patient properly b. only to distinguish between two identical names c. Never d. in accordance with the preferences of the individual dental office
b. only to distinguish between two identical names
The words what, when, how, where, and which are part of ______________________ questions. a. close-ended b. open-ended
b. open-ended
The ADA Principles of Ethics and Code of Professional Conduct encompasses five principles. Principle #2 is non-maleficence, which means, The dentist has a duty to: a. respect the patient's right to self-determination and confidentiality. b. refrain from harming the patient. c. promote the patient's welfare. d. communicate truthfully.
b. refrain from harming the patient.
5. All broken appointments should be recorded on the patient's chart: a. because this is contributory negligence. b. so that the dentist can speak to the patient about it. c. It is not entered on the chart. It is noted on the ledger card. d. All of the above.
because this is contributory negligence.
In a multilevel dental practice, the administrative dental assistant would directly report to the: business manager. appointment clerk. office manager. business office coordinator.
business office coordinator.
Mr. Harry Smith called to schedule his restorative work and you read his treatment plan to see what work needs to be scheduled. The treatment plan lists a crown on tooth #3 as the first treatment needed. The plan notes that this treatment will require 5 units and the appointment book is matrixed in increments of 15 minutes. How much time should you reserve for this treatment? a. 50 minutes b. 1 hour c. 1 hour 15 minutes d. 1 hour 25 minutes e. 1 hour 30 minutes
c. 1 hour 15 minutes
Patients should be able to see the information in their clinical record. HIPAA regulations state that the office should provide access to 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
The filing method that is used most frequently for patient charts is: a. Chronologic b. Geographic c. Alphabetic d. Numeric e. Subject
c. Alphabetic
All of the following are barriers to communication except: a. Misinformation b. Misunderstanding c. Feedback d. Disagreement
c. Feedback
Choose the correct alphabetic order. a. Thomas William Arnold, Mary Elizabeth Arnold, David E. Sanchez, Donna M. Sanchez b. Mary Elizabeth Arnold, Thomas William Arnold, Donna M. Sanchez, David E. Sanchez c. Mary Elizabeth Arnold, Thomas William Arnold, David E. Sanchez, Donna M. Sanchez d. David E. Sanchez, Mary Elizabeth Arnold, Thomas William Arnold, Donna M. Sanchez
c. Mary Elizabeth Arnold, Thomas William Arnold, David E. Sanchez, Donna M. Sanchez
Outlining or configuring the pages of an appointment book is known as: a. Scheduling b. Bridging c. Matrixing d. Dovetailing
c. Matrixing
. A copy of the daily schedule may be found in all of the following areas except: a. Treatment areas b. Doctor's private office c. Reception area d. Office laboratory
c. Reception area
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.
Mr. Corbin telephones. He is angry and very upset about his bill. Your first step should be to: a. ask questions b. get mad, too c. let him tell his story without interruption d. tell him that he must calm down before you can talk to him
c. let him tell his story without interruption
. In Maslow's Hierarchy of Needs, which need must be met before any other can be addressed? a. ego b. security c. physiological d. social e. self-actualization
c. physiological
The primary objective of the dental team member is to: a. sell ideal dentistry b. work 3 days per week c. serve our patients. d. collect all fees for treatment rendered.
c. serve our patients.
Staff meetings can serve many functions; of the following, which is not a function of staff meetings? a. clinical chart review b. gathering staff for social interaction c. team member's performance appraisal d. tool for organization communication
c. team member's performance appraisal
Credit card payments for dental services are considered to be a(n): extended payment plan. flexible payment plan. delayed payment. cash payment.
cash payment
Diagnostic models are: stored in the patient clinical record. used to provide patient teaching. casts of the patient's mouth. used for practice in a dental assisting class.
casts of the patient's mouth.
A formal downward channel of communication includes: communication used to gather and process information. conflict resolution. changes in rules and procedures. feedback.
changes in rules and procedures.
A patient states that he has dental insurance through his employer and is also covered under his wife's plan. He asks if both plans can be used to cover the full amount of the treatment. You know that the term that describes this process is: Consolidated Omnibus Budget Reconciliation Act (COBRA). coordination of benefits (COB). dependent coverage. assignment of benefits.
coordination of benefits (COB).
All of the following are elements of a financial policy. except: community standards. practice philosophy. business principles. copayment levels.
copayment levels.
The lining type of oral mucosa: is thick and not easily injured. covers the cheeks, lips, and soft palate. is thick and dense. is attached tightly to the bone.
covers the cheeks, lips, and soft palate.
The office record keeping system: a. is a communication system, which passes information back and forth between the dentist and the dental staff b. acts as a defense against potential malpractice suits c. includes clinical and financial information on the patient d. All of the above
d. All of the above
You are writing the treatment rendered for Mr. James Johns on his chart and then realize that the chart you have is actually Mrs. Janice Johns who switched appointment times with Mr. Johns and is scheduled as your next patient. You accidentally picked up the wrong paper record from your stack of charts for today. The information you recorded is incorrect. What do you do? 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 correct the error. d. Cross out the error with a single line, date and initial the error, and then write the corrected information.
d. Cross out the error with a single line, date and initial the error, and then write the corrected information.
The dentist told you that 5 units are needed to complete a procedure. What information do you need to schedule an appointment? a. ADA code for the procedure b. 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)
Personal phone calls to staff members should be: a. put through immediately b. received on a limited basis c. returned on lunch hour or at a break d. b and c
d. b and c
The ADA Principles of Ethics and Code of Professional Conduct encompasses five principles. Principle #5 is veracity, which means, The dentist has a duty to: a. respect the patient's right to self-determination and confidentiality. b. refrain from harming the patient. c. promote the patient's welfare. d. communicate truthfully.
d. communicate truthfully.
All of the following but one is a type of non-verbal communication. Which one is the exception? a. attitudes b. body language c. gestures d. spoken words e. eye contact
d. spoken words
The first step in reconciling the bank statement is to verify: the balance. deposits. debits. canceled checks.
debits.
When a patient is noncompliant with the treatment plan, a member of the treatment team should: tell the patient that the doctor will no longer be able to treat him if he does not comply with instructions. describe outcomes if the patient follows instructions . describe in detail all possible complications that may ensue if instructions are not followed. tell the patient that he or she can be referred to another office for a second opinion about the necessary treatment.
describe outcomes if the patient follows instructions
This is the type of interview where you are asked the same questions as everyone else who is being interviewed. philosophical research open or unstructured directed or structured
directed or structured
Reflective listening skills include: a. prompting b. open-ended questions c. rephrasing d. empathy statements 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: show appreciation. listen. set goals. emulate the image of other successful dental practices.
emulate the image of other successful dental practices.
The patient tells you she is scheduled for a root canal. You know that the dental term for this procedure is: surgical extraction endodontic treatment cast crown restoration pontic
endodontic treatment
The desired personal characteristics of an inventory manager include all of the following, except: organization. good communicator. enjoys shopping. team player.
enjoys shopping
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? Express mail Priority mail First class mail Standard mail (A)
express mail
You have discovered a time-saving method for handling callbacks to patients. You would like to present it to the office manager, but the business office coordinator changes your idea before passing the message on. This barrier to organizational communication is known as: inappropriate span of control. lack of trust and openness. filtering by level. work overload.
filtering by level.
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 job description given to you when you were hired In the financial policies manual In the practice's mission statement In the State Dental Association handbook
in the practice's mission statement
A major advantage of a computerized system is: information that is common to all accounts is entered only once. it replaces the need for record storage. reports will not have to be customized. all software programs work the same way, so that extensive training is not needed.
information that is common to all accounts is entered only once.
The purpose of a referral letter is to: inform the patient that he or she is being referred to a specialist. introduce the patient and state the reason for the referral. arrange allocation of fee between professionals 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.
A service-based business is considered successful when: current patients refer new patients. it meets the needs of the people it serves. dentists and dental auxiliaries work together to provide services. bills are sent to patients in a timely manner.
it meets the needs of the people it serves
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. mail recall prescheduled recall telephone recall combination recall
mail recall
This part of the business letter gives details of the point that you stated in the introduction. Subject line Salutation Main body Enclosure reminder Copy notation
main body
What type of tissue forms the gingivae, hard palate, and dorsum of the tongue? masticatory mucosa smooth muscle palatine raphe incisive papilla
masticatory mucosa
Outlining or configuring the pages of an appointment book is known as: scheduling. bridging. matrixing. dovetailing.
matrixing
What piece of computer equipment is needed to electronically transfer information through a transmission line to another location? Central processing unit Scanner Modem Keyboard
modem
The amount of money given to employees after all deductions is known as Gross salary Net salary Fringe benefits Payment insurance
net salary
A correctly completed dental claim form will contain all information requested for each data item. The administrative dental assistant can obtain this information from the: patient before treatment. patient after treatment. patient's clinical chart. member of the dental team who is providing treatment.
patient's clinical chart.
Appointment book entries are made in Pen Pencil
pencil
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: direct on-line computer service. personal service and technical support. large selection. lower prices.
personal service and technical support.
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.
When you call the pharmacy for at the request of the dentist, this type of interpersonal communication has occurred. Patient to dental healthcare team Dental healthcare team to patient Team member to team member Professional to professional
professional to professional
All the following functions are necessary in a computer software program to allow for daily submission of insurance claims, except: prompts the user for additional information such as radiographs. system can generate medical claims that include the appropriate ICD-9 code. permits only one printing of each claim to eliminate duplicates. system can submit claims electronically.
prompts the user for additional information such as radiographs.
The communication process consists of five elements. Which element is responsible for providing feedback? Sender Medium Message Receiver
reciever
A thank-you letter should be sent if you were interviewed by the dentist instead of the office manager regardless of the outcome of the interview after you have been told you got the job if you enjoyed the interview
regardless of the outcome of the interview
An ultimatum letter should be sent: along with a final bill. from the dental practice's attorney. registered mail with a return receipt. first class mail with a return address envelope.
registered mail with a return receipt.
The primary purpose of a backup plan is to: safeguard the practice from loss of time and valuable information. provide for storage of information at more than one location. guard against computer downtime. prevent the need for use of a manual system when the computer system is down.
safeguard the practice from loss of time and valuable information.
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? Self-actualization Love and belonging Safety Physiologic needs
safety
Accounts receivable can be defined as a: system of recording all financial transactions. system that records all financial transactions between a patient and the dental practice. system that records all monies the dental practice owes others. method used to verify and classify all transactions.
system that records all financial transactions between a patient and the dental practice.
What has proved to be the most effective method for collecting unpaid bills? Repeated bills Letters Telephone calls E-mail messages
telephone calls
This method of recalling patients requires an assistant to call each patient to remind them that they are due in the dental office for an appointment. mail recall prescheduled recall telephone recall combination recall
telephone recall
Personalization of a letter can be accomplished by use of: the patient's first name. the statement, " It is necessary to report your delinquency to the credit bureau." the "you technique." a statement such as, "We have not received your payment."
the "you technique."
Overbilling can be described as all of the following, except: the dentist recommends and performs and charges for unnecessary dental services. waiver of copayment, with third party payment accepted as full. the dentist increases the fee solely because the patient has insurance. fraudulent insurance billing.
the dentist recommends and performs and charges for unnecessary dental services.
A teenage is new to the dental office and is filling out the new patient paperwork. When he gets to the insurance section, he asks you what he should put for subscriber. You explain that: he is the subscriber. his father is the subscriber. his mother is the subscriber. the holder of the dental benefits is the subscriber.
the holder of the dental benefits is the subscriber.
The success of a recall system is dependent on all of the following factors except: the dental practice has an efficient method for tracking and contacting patients who fail to return when scheduled. the dental practice consistently schedules at the prescribed time. the patient has dental insurance that will cover preventive care. patients are willing to return for follow-up care and examination.
the patient has dental insurance that will cover preventive care.
Maximum coverage can be described as: a set dollar amount that the patient must pay each year before insurance benefits are paid. the total amount a patient can be charged during a year. the total dollar amount an insurance company will pay during the year. the total dollar amount the insurance plan pays during the patient's lifetime.
the total dollar amount an insurance company will pay during the year.
All of the following are components of the financial record, except: patient information. responsible party. insurance coverage. treatment plans and associated costs.
treatment plans and associated costs.
A portion of FICA is paid by the employee True False
true
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? Management and consulting Insurance company Vocational education Large dental practice
vocational education
When writing an objective on your resume you should include all of the following, except: the job you want. your expected salary range. what skills or abilities you have. for whom you would like to work.
your expected salary range.
When the assistant is on the phone and a call comes in, what is the proper way to answer the second call? "Dental Office, please hold." "Dr. Smith's office. I am on the other line. Will you please call back in a few minutes?" "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. 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? "Tooth decay should be stopped before it reaches the pulp and the condition becomes irreversible and the tooth dies." "The problem can be corrected by removing decay and replacing it with a filling." "Tooth decay is caused by bacteria, which needs to be treated with antibiotics." "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."
At the end of a first interview, the prospective employer asks whether you have any questions. From those listed, which would be an appropriate question in a first interview? "What is the salary for this position?" "Do you reimburse for additional education?" "Which computer software program is used in the office?" "How much overtime would I be expected to work?"
"Which computer software program is used in the office?"
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______________. $50.00 $73.00 $95.00 $168.00
$73.00
At what level in the collection process should a telephone call reminder be made? Level one Level two Level three Level four Level five
2
In a business letter, the date line should be __________inches below the letterhead. 1-2 2-4 2-6 2-8
2-6
A telephone should be answered within___ rings. 1 2 3 4 5
3
All employment tax records must be kept for a period _____ years. 2 4 5 7
4
When a dentist is working on 15 minute time units, there are _________ units per hour. 2 4 6 8
4
Environmental temperature and humidity must be maintained at a comfortable level for personnel and patients, as well as for proper function of the computer equipment. The recommended humidity level is: 20%-30%. 30%-40%. 40%-60%. 70%-80%.
40%-60%
If a dentist is working on 10-minute time units, there are how many units per hour? 4 5 6 10
6
For collection calls, what hours are considered normal waking hours? 7:00 am to 10 pm 8 am to 9 pm 9 am to 11 pm
8 am to 9 pm
A level three collection procedure should be initiated after _____ days. 30 60 90 120
90
Which of the following is an example of the correct way to address an envelope? Attn: Dr. SmithMountainside Medical Group1243 Main StreetLos Angeles, CA 90000-1343 ATTN: STANLEY SMITH, MDMOUNTAINSIDE MEDICAL GROUP1243 Main StreetLos Angeles, CA 90000-1343 ATTENTION: DR. STANLEY SMITH, M.D.MOUNTAINSIDE MEDICAL GROUP1243 MAIN STREETLOS ANGELES, CALIFORNIA 90000-1343 ATTN STANLEY SMITH MDMOUNTAINSIDE MEDICAL GROUP1243 MAIN STLOS ANGELES CA 90000-1343
ATTN STANLEY SMITH MDMOUNTAINSIDE MEDICAL GROUP1243 MAIN STLOS ANGELES CA 90000-1343
All of the following are personal traits of an effective administrative dental assistant EXCEPT one. Which is the EXCEPTION?Ability to be flexible Ability to work in a diverse culture Strong work ethics Excellent communication skills Ability to make decisions for patients
Ability to make decisions for patients
The recall system that makes it difficult to change appointments for staff vacations or sickness is: Advance Appointment Written recall reminders Telephone recall
Advance Appointment
The dentist requested that you ask the sales representative the shelf life of a particular brand of x-ray film. You know that the dentist wants to acquire what information? Expected time before changes and upgrades are made How many times an item can be used before must be discarded Amount of time the product will continue to meet manufacturer's specifications for use Amount of time required for delivery after an order has been placed
Amount of time the product will continue to meet manufacturer's specifications for use
The part of the accounts receivable system that identifies omissions or errors so that they can be corrected and protects employers against embezzlement is the Ledger card Audit report Day sheet Billing statement Daily journal
Audit report
Susie was seen in February. Dr. Taylor wants to see her again in six months. Susie is due to be seen again in _____________. June July August September
August
What is the primary function of the signature on file? Provides demographic and financial information Authorizes release of information about the patient Documents dental treatment Illustrates the current dental condition of the patient It is the plan derived from information collected in the clinical record
Authorizes release of information about the patient
A computerized system at the intermediate level adds which of the following functions to a basic level? Intraoral imaging Periodontal charting Digital radiography Batch insurance claims for group submission
Batch insurance claims for group submission
Patients commonly pay their bills around their payday. If the patient usually is paid on the 1st 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 10th of the month. Bills should be sent so they will arrive around the 23rd of the month. All bills should be mailed on the first day of the month. Bills should be sent out bimonthly in alphabetic order.
Bills should be sent so they will arrive around the 23rd of the month.
You are preparing for an interview. Which of the following would be the most appropriate dress for the interview? Dress slacks, white shirt, dark socks and shoes for male; pantsuit with closed-toed shoes for female Clean, pressed scrubs for male and female or school uniform Black suit for male and female (skirt and black hosiery for female) 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
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
You were hired by Dr. Manning's office as a dental assistant. To find information related to ordering supplies, you read the ____________section of the Procedural Manual. Practice Philosophy General Instructions Personnel Procedures HIPPA Business Office Procedures
Business Office Procedures
What is the advantage of a computerized inventory management system in a small dental practice? The office will receive automatic notification of new products. By being directly linked to the database of a large supply house, a small dental practice has access to a much larger system for the management of inventory. Reordering of supplies may be automated. Computerized systems can completely replace the manual system.
By being directly linked to the database of a large supply house, 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? DANB CODA CDPMA COMDA
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? Mail a card to remind the patient of an appointment. Call the patient to confirm the date and time of the appointment. Completely fill the practice schedule. Check the computer system for generated recall cards.
Call the patient to confirm the date and time of the appointment.
This type program pays the participating dentist a set amount for each patient enrolled in the program. Capitation program Preferred provider program Franchise dentistry Closed panel program
Capitation program
The office manager is deals with issues and problems within the staff. She works with staff to find the best solution for the problem with give and take by all staff members. Her style of conflict handling is: Dominating style Avoiding style Compromising style Integrating style
Compromising style
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: Investigation Stage Initial Contact Stage Confirmation of Initial Impression Stage Final Decision Stage
Confirmation of Initial Impression Stage
Envelopes and paper products should be stored where they are______________________. Cool and dry Warm and dry Does not matter
Cool and dry
If a mistake is made in the clinical record, what procedure should be followed to make the correction? Replace the form and rewrite the information. Use "white-out" to cover the error, and rewrite the information over it. Cross it out so it is illegible, and write the error. Cross out the error with a single line, date and initial the error, and then write the correction information.
Cross out the error with a single line, date and initial the error, and then write the correction information.
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 Central incisors Bicuspids Lateral incisors
Cuspids
The live cellular substance of the tooth is known as: gingivae. cementum. enamel. dentin.
DENTIN
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? Joanna Della Cruz Della, J. Cruz Joanna Della Cruz M.D. Inc. Della Cruz Dental Lab
Della, J. Cruz
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
What is the primary function of the progress notes? Provides demographic and financial information Authorizes release of information about the patient Documents dental treatment Illustrates the current dental condition of the patient It is the plan derived from information collected in the clinical record
Documents dental treatment
The office manager asks you to do the "proof of posting" at the end of the day. What is your understanding of what she wants you to do? Make sure all routing slips have been returned to the front office. Check to see that all patient appointments have been kept today. Log in all payments received today. Double-check all figures for accuracy.
Double-check all figures for accuracy.
What is the primary benefit of an electronic communication system over a manual system? Electronic memos are more secure because most computer systems are password protected. Electronic memos save on the use of paper. It enables team members to communicate even if they are not in the same place. Electronic memos save time in a busy dental office.
Electronic memos are more secure because most computer systems are password protected.
A new patient enters the office for her first visit. Which of the following actions on the part of the administrative assistant will ensure that the patient feels she has made the right decision by selecting this office? The reception window is closed; above the sign-in sheet is a sign that says, "Please sign in and take a seat. We will be with you shortly." The reception window is open; the assistant is on the phone and motions to the patient to have a seat. The reception window is open; the assistant asks the patient's name, hands her a clipboard with forms to fill out, and asks if she brought her insurance card. The assistant gives the patient her undivided attention, reconfirms the reason for the visit, and explains what the patient can expect.
The assistant gives the patient her undivided attention, reconfirms the reason for the visit, and explains what the patient can expect.
The percentage of the total cost of the dental service that a patient is required to pay at the time of the visit is known as The maximum coverage The beneficiary The table of allowances The copayment
The copayment
The ADA Principles of Ethics and Code of Professional Conduct encompass five principles. Principle 1 is Patient Autonomy, which means: The dentist has a duty to respect the patient's right to self-determination and confidentiality. The dentist has a duty to refrain from harming the patient. The dentist has a duty to promote the patient's welfare. The dentist has a duty to communicate truthfully.
The dentist has a duty to respect the patient's right to self-determination and confidentiality.