WorksheetsCCMA - Office Environment
Total questions: 35
Worksheet time: 18mins
Why do offices install a bell system on the patient entrance?
As a welcome signal to the patient
So the staff will know when the patient leaves
To alert the staff of a patient's arrival
How should the medical assistant handle the huge toy mess left by children in the reception area?
Quietly clean up after the family leaves the area
Scold the children and ask them to put the toys away
Begin cleaning up immediately
Do nothing because it's not her responsibility
Which of the following is the best way to treat a visitor who enters the office?
Say hello, but do not make eye contact
Finish a task before saying hello
Smile and welcome the visitor
Frown because they are not on the schedule
Why is it important to provide several seating options in a reception area?
Some patients may want privacy.
It accommodates a large number of patients.
Patients all want the same seating.
Which of the following is true when medical office assistants use a translator?
The assistant should speak directly to the translator.
The assistant should speak directly to the patient.
Why should an assistant be concerned with the office image?
To make a good impression for the patients
To impress the physician
It is an assistant's only responsibility.
Which of the following is the ADA most concerned with?
Getting insurance benefits for individuals with physical challenges
Improving access for individuals with physical disabilities
Increasing the safety of medical facilities
Work environment
What special considerations should an assistant make when speaking with a patient who is vision-impaired?
Use an interpreter
Shout
Speak softly but clearly
Why are current educational magazines and children's toys important in the reception area?
Medical offices are required by law to provide these items.
Patients may not have these things at home.
Magazines and toys make a reception area look good.
Wait time may not feel as long to patients who are occupied.
Which of the following is acceptable for a reception desk?
A high counter and privacy screen
Stacks of charts and loose papers
Easy access to personal information
A coffee mug and snacks
How should a medical assistant respond to a patient's anger over being incorrectly charged for her last visit?
"I understand that you're upset. I will try to get this straightened out."
"Please calm down; you're making a huge scene."
"I hate to interrupt, but I have no idea what you're talking about."
"Don't yell at me. I'm not in charge of billing."
Which of the following is true about office environment?
It has no affect on patients.
Creating an environment takes little planning.
It is shaped only by a professional designer.
It affects how patients feel during and after their appointment.
Why should a medical assistant choose soft, soothing music for the medical office?
It will act as background noise and put patients at ease.
It is the physician's favorite kind of music.
Patients may become so relaxed that they will fall to sleep.
During check-out, what can assistants do to leave patients with a favorable image of the facility?
Be courteous and helpful
Firmly demand payment from the patient
Schedule the next appointment, but do not make eye contact
Nod to the patient as he exits the office
How can an assistant avoid a breach of patient confidentiality when using a patient sign-in sheet?
Highlight the patients' name on the sign-in sheet
Ask the patient the reason for his visit
Use pressure-sensitive labels that can be removed
Allow patients to see other patients' names
A patient confronts the medical assistant in a loud, angry voice because she's upset about how long she's been waiting. Why does the assistant intentionally respond to the patient in a low, calm voice?
Responding in anger will only make the situation worse.
Speaking in a low, soothing voice may calm the patient down.
Patients can tell how assistants are feeling by their rate, pitch, and tone of voice.
All are correct
Why are talkative patients considered a problem situation in the medical office?
The physician does not enjoy seeing them.
There are no techniques for dealing with them.
They take more of the physician's time than necessary.
How should an assistant handle children who are disruptive in the reception area?
Demand that the parents never bring them to the office again
Distract the children with toys
Discipline the children
Ask them to leave
What is the purpose of a tickler file?
Makes you laugh
Schedules appointments
Organizes reminders
Creates activities
How should an assistant respond to an emergency situation in the reception area?
Make assumptions about the patient's condition
Ignore office procedures and do what she thinks is best
Give medical advice
Remain calm and call for outside help, if necessary
Which of the following statements is correct about a tickler file?
All tickler files look the same.
Tickler files are divided into months.
Tickler files are only checked in the middle of the month.
Tickler files are rarely organized chronologically.
Why is it important to tell a patient the reason for a delay in the schedule?
The patient may feel better about the wait if he knows the reason for it.
Both are correct
The patient's time is just as important as the physician's time.
A patient states that there have been no changes to his personal or insurance information since his last visit. What should the assistant do?
Ask him to sit in the reception area until he's called for his appointment
Ask him to fill out a new patient registration form
Verify that the personal and insurance information the office has is correct
Opening and closing procedures help keep a medical facility running smoothly.
True
False
Question
A patient has begun making threats toward another patient in the reception area. The medical assistant has tried to resolve the situation without success. What should the assistant do to quickly access outside help?
Use the posted emergency numbers to call for help
Check in the phone book for emergency phone numbers
Send a staff member out to find help
The medical assistant is responsible for opening the medical office. Why should the assistant arrive 20 minutes before the first scheduled appointment?
In case any patients show up early.
To have time to complete the necessary opening procedures
He needs time to wake up.
Why does an assistant need to be concerned with office security?
OSHA guidelines set standards for office security.
Without proper security, confidential information and money could be accessed.
Security measures protect items from fire damage.
All are correct
What is the main purpose of office security?
To create a comfortable environment
To get rid of physical hazards
To protect the well-being of patients and workers
To prevent fires
To protect private materials and information
Which of the following should all office assistants know?
The location of fire alarms and fire extinguishers
The location of stairways, elevators, and exits
The meaning of emergency codes
All are correct
Why is it important to do a visual check of the office when opening the facility?
To make sure everything is safe and ready for the day
To take a supply inventory
To set a good example for co-workers
What is one of the most important guidelines to providing a safe environment in a medical facility?
Exercise daily
Know the surroundings
Wear proper footwear
Get to work on time
Which activities should be completed before patients arrive at the office?
Turn on the security system and call the answering service.
Check with the answering service and review the day's schedule.
Clean up and shut down all equipment.
Run reports and lock petty cash in the office safe.
All are correct
Who is responsible for maintaining a clean facility?
Only the housekeeping staff
All health care workers
Only the medical office assistants
Where should an evacuation plan be posted?
In plain sight
On every floor
In every wing of a facility
All are correct
Which of the following is part of office safety?
Monitoring smoke alarm batteries
Knowing how to use a fire extinguisher
Developing evacuation plans
Establishing a list of emergency contacts
All are correct
