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WorksheetsMedical Office Procedures Worksheet
Total questions: 100
Worksheet time: 50mins
What type of scheduling works best for minimizing patient wait times?
Wave scheduling (multiple patients at the top of the hour; seen in order of arrival)
Double booking (two patients scheduled at the same time)
Open booking (patients seen on a first-come, first-served basis)
Time-specific scheduling (each patient given a specific appointment time)
A patient calls to cancel their appointment — what is the FIRST thing you do?
Document the cancellation in the patient’s chart and the schedule.
Call the doctor immediately to inform them.
Reschedule the appointment without asking the patient.
Ignore the cancellation and keep the appointment on the schedule.
What does “STAT” mean on a lab order?
Do immediately / urgent.
Repeat after 24 hours.
Send to another lab.
Requires supervisor approval.
What form is used for outpatient billing?
CMS-1500
UB-04
1040EZ
W-2
What is preauthorization?
Permission from the insurance company before a procedure is done.
A type of medical billing code.
A document required for hospital admission.
A payment made directly to the patient.
What is the guarantor?
The person financially responsible for the patient’s bill.
The doctor treating the patient.
The insurance company processing the claim.
The hospital administrator.
Medicare Part B covers what?
Outpatient care, office visits, preventive services.
Hospital stays and surgeries.
Prescription drug coverage only.
Dental and vision care exclusively.
What does HIPAA protect?
PHI (protected health information)
Personal financial information
Intellectual property rights
Copyrighted music
When can you release patient records?
Only with the patient’s written consent or a court order.
Whenever a family member requests them.
At the request of any hospital staff.
Whenever you think it is necessary.
A patient asks for their medical record. What do you do?
Provide it within the allowed time and have them sign a release form.
Refuse to provide the record under any circumstances.
Tell the patient to get a court order before releasing the record.
Give the record to anyone who asks without verification.
What type of file organization is based on birthdate?
Numeric filing or terminal digit filing
Alphabetic filing
Geographic filing
Chronological filing
What is included in the demographic section of a chart?
Name, DOB, address, phone number, insurance info.
Diagnosis, treatment plan, medications, allergies.
Lab results, imaging studies, progress notes.
Surgical history, family history, social history.
What do you do if you made an error in a chart?
Draw one line through it, write “error,” initial and date it — never erase.
Erase the error completely and rewrite the correct information.
Cover the error with white-out and write the correction over it.
Tear out the page and start a new one.
How long must medical records be kept?
Varies by state, but generally 7–10 years.
Only 1 year.
Indefinitely, for the lifetime of the patient.
No requirement to keep records.
What is the first step in sterilizing instruments?
Sanitization (cleaning debris)
Drying the instruments
Packaging the instruments
Autoclaving
What is the proper body mechanics when lifting a box?
Bend at the knees, keep back straight.
Bend at the waist, keep legs straight.
Twist your back while lifting.
Lift quickly with a jerking motion.
When answering a phone call in a medical office, you should first…
Identify the office and yourself.
Ask the caller to hold.
Transfer the call immediately.
Hang up if you are busy.
If a patient is angry, what’s the best response?
Stay calm, listen actively, use empathy.
Raise your voice to assert control.
Ignore the patient until they calm down.
Respond with equal anger to show authority.
What is an EOB?
Explanation of Benefits — shows what insurance paid and what the patient owes.
End of Billing — the final bill sent to the patient.
Employee Onboarding Booklet — a guide for new employees.
Electronic Order Batch — a group of electronic orders.
What is a deductible?
The amount a patient pays before insurance starts paying.
The total amount insurance pays for a claim.
The monthly premium for insurance coverage.
A type of co-payment required for prescriptions.
ICD-10 codes are used for…
Diagnoses
Medications
Surgical Instruments
Hospital Locations
CPT codes are used for…
Procedures and services
Medical diagnoses
Patient demographics
Insurance policies
Which form is used to verify insurance benefits?
Eligibility form / insurance verification
Claim submission form
Patient consent form
Medical history form
Who owns the medical record?
The provider, but the patient owns the information in it.
The patient, but the provider owns the information in it.
The insurance company owns both the record and the information.
The government owns the medical record.
What should you do before sending a prescription refill request?
Check the patient’s chart for last visit + provider authorization.
Call the pharmacy to confirm medication cost.
Ask the patient to choose a different medication.
Send the request without reviewing any information.
What do you give a patient before a procedure to explain risks and benefits?
Informed consent
Prescription
Discharge summary
Medical bill
What’s the first step if someone collapses in the waiting room?
Check responsiveness and call for help.
Give them water immediately.
Move them to another room.
Wait to see if they recover on their own.
Wave scheduling means:
Patients seen every 10 minutes
Patients scheduled at the same time
Only emergencies are seen
Patients seen alphabetically
A patient calls to cancel. What’s your first step?
Document the cancellation
Call the doctor immediately
Reschedule all other appointments
Ignore the cancellation
What is the main purpose of a matrix in the schedule?
Shows provider availability / blocked times
Calculates patient bills
Stores patient medical records
Schedules follow-up appointments
A patient is 20 minutes late. What do you do?
Follow office policy & check with provider
Ignore the patient and go home
Let the patient wait for another hour
Immediately cancel all future appointments for the patient
What is clustering (grouping) scheduling?
Scheduling similar appointments together
Scheduling appointments at random times
Scheduling appointments based on patient age
Scheduling appointments only in the afternoon
What form is used for outpatient claims?
CMS-1500
UB-04
CMS-1450
837P
What is preauthorization?
Approval from insurance before a procedure
Payment after a procedure is completed
A type of medical diagnosis
A patient’s consent for surgery
Who is the guarantor?
The person financially responsible
The person who witnesses the agreement
The person who receives the payment
The person who drafts the contract
Medicare Part B covers:
Outpatient services
Prescription eyeglasses
Hospital inpatient care
Dental care
Coinsurance is:
Patient pays a percentage of the bill
Patient pays a fixed amount for each visit
Insurance pays the entire bill
Patient pays only for prescription drugs
Deductible means:
Amount patient pays before insurance pays
Amount insurance pays before patient pays
Total bill amount
Monthly premium for insurance
An EOB explains:
What insurance paid and what patient owes
The patient's medical history
The doctor's credentials
The pharmacy's location
A claim rejected for "missing information" means:
You must correct and resubmit
The claim was approved
No further action is needed
The claim was paid in full
HIPAA protects:
PHI (protected health information)
financial records
intellectual property
trade secrets
Minimum necessary rule means:
Share only what is needed
Share everything with everyone
Never share any information
Share only with your friends
A patient requests their record — what must you do?
Provide a copy after they sign a release
Deny the request immediately
Refer them to the hospital administrator only
Tell them records cannot be released under any circumstances
You see your friend's chart. What do you do?
Do NOT access unless assigned to
Access it to check for errors
Share it with other friends
Print it for personal use
A subpoena requests records. What do you need?
The provider’s approval before releasing
A court order for every request
Patient’s verbal consent only
No documentation required
Consent that is implied is used for:
Basic procedures (vitals, simple exams)
Major surgical operations
Blood transfusions
Organ donation
Who owns the medical record?
The provider (facility)
The patient
The insurance company
The government
What is included in demographics?
Name, DOB, address, phone, insurance
Blood type, allergies, medications, surgeries
Height, weight, BMI, cholesterol level
Vision, hearing, dental records, vaccination history
Error in a chart — correct method:
One line through, write “error,” initial and date
Erase the error completely
Use white-out to cover the error
Tear out the page and rewrite
SOAP: “O” stands for what?
Objective data
Observation
Order
Outcome
What is included in a medical history form?
Past illnesses, surgeries, family history
Favorite foods, hobbies, travel history
Current weather, sports scores, movie reviews
Pet names, favorite colors, vacation spots
What filing system uses birthdates or numbers?
Numeric or terminal digit filing
Alphabetical filing
Geographical filing
Subject filing
What type of record is easily shared between facilities?
EHR (electronic health record)
Paper chart
Personal diary
X-ray film
When answering the phone, first say:
Name of facility and your name
Hello, who is this?
Please hold.
Good morning, may I help you?
Speaking with an angry patient:
Listen, stay calm, show empathy
Raise your voice to assert control
Ignore their concerns and continue your work
Respond with sarcasm to lighten the mood
Passive communication style means: ________
Avoids direct expression of needs
Always confronts others openly
Dominates conversations to control outcomes
Expresses feelings assertively
Best way to ensure patient understands instructions: ________
Have them repeat back the instructions (teach-back)
Speak slowly and loudly
Give written instructions only
Ask if they have any questions
Copayment means: ________
A fixed amount patient pays each visit
The total bill paid by insurance
A type of medical insurance
A prescription drug
Accounts receivable is: ________
Money owed to the office
Office supplies inventory
Employee salaries
Office furniture
If a patient’s card gets denied: ________
Ask for another form of payment
Ignore the issue and proceed
Ask the patient to leave immediately
Call the police
Who receives the superbill? ________
The patient at checkout
The insurance company
The doctor
The pharmacy
The day sheet includes: ________
All charges, payments, and adjustments for the day
Only patient names and appointment times
Only payments received
Only insurance claims filed
Certified mail is used when: ________
You need proof it was received
You want to send a package overnight
You want to send a postcard
You need to send an email
First step in stocking supplies: ________
Create an inventory list
Order new supplies immediately
Label all shelves
Dispose of expired items
Disinfecting means: ________
Destroying most microorganisms
Destroying all microorganisms
Removing visible dirt only
Sterilizing equipment
Sanitization means: ________
Physically cleaning to remove debris
Sterilizing with chemicals
Disinfecting with heat
Using ultraviolet light
Sterilization means: ________
Destroying all microorganisms including spores
Removing visible dirt and debris only
Killing only pathogenic bacteria
Reducing the number of microorganisms to a safe level
First step when someone collapses:
Check for responsiveness
Call for help immediately
Start CPR right away
Look for identification
A patient faints in the waiting room — place them:
in the recovery position
in a sitting position
standing up
lying flat on their back with legs straight
The primary vital sign CMAAs may take is:
Blood pressure
Respiratory rate
Temperature
Pulse oximetry
An ABN (Advance Beneficiary Notice) is:
a notice given to patients to inform them that Medicare may not cover a service
a type of insurance policy for healthcare providers
a form used to request medical records
a document for billing private insurance companies
A consent-to-treat form is:
a document that gives permission for medical treatment
a form used to request medical records
a form for scheduling appointments
a document for insurance claims
What form lists procedures for billing?
CMS-1500 form
W-2 form
I-9 form
1099 form
What type of letter should be used for termination of care?
A formal termination letter
A casual note
A prescription letter
A referral letter
The best way to maintain professionalism is:
By adhering to ethical standards and respectful communication.
By ignoring workplace rules.
By being informal with colleagues at all times.
By avoiding responsibility for mistakes.
Medical terminology should be used with patients:
Only when the patient understands the terms.
With all patients regardless of their understanding.
Never, as it may confuse patients.
Only with medical professionals present.
If a provider is running very late, you should:
Notify patients and offer rescheduling
Ignore the delay and continue as usual
Tell patients to wait without explanation
Close the office immediately
Fill in the blank: The copayment is a ______ dollar amount paid every visit and does NOT change based on the total bill.
fixed
variable
random
maximum
Fill in the blank: Coinsurance is a ______ of the total cost, paid after the deductible is met.
percentage
fixed amount
deductible
premium
The CMS-1500 form is used for:
Hospital billing
Outpatient claims
Pharmacy claims
Surgery logs
The person financially responsible for the bill is called the:
Subscriber
Guarantor
Payee
Dependent
Medicare Part B covers:
Hospital stays
Prescription drugs
Outpatient services
Hospice
Coinsurance is:
A fixed payment
A percentage the patient pays
Payment before insurance starts
A fee for non-covered services
A copayment is:
A. A percentage
B. Paid only at hospitals
C. A fixed dollar amount
D. Always refundable
The deductible is:
What insurance pays first
What the patient pays first
What the office pays
Optional
An EOB explains:
Insurance premiums
Patient diagnosis
What the insurance paid
Lab results
What is preauthorization?
A bill sent to the patient
Permission from insurance before service
A type of insurance plan
Proof of payment
A referral is required in:
HMO plans
PPO plans
Indemnity plans
Medicare
The subscriber is:
Person covered under insurance
Person who files claims
The provider
The dependent
What is a premium?
Monthly cost for insurance
Cost per visit
Cost to file claims
Late fee
When a claim is denied due to missing info, the CMAA should:
Throw it out
Ask the patient to fix it
Correct and resubmit
Cancel the appointment
Medicaid is for:
Those 65+
Low-income individuals
Military families
Government workers
TRICARE is for:
Elderly
Veterans and active-duty families
Children
Prisoners
Coordination of benefits happens when:
Patient has two insurances
A claim is denied
A deductible is waived
A premium is unpaid
The birthday rule decides:
Which child is oldest
Whose insurance pays first
Deductible amount
Copay amount
Allowed amount means:
Max a provider can charge insurance
Minimum premium
Patient refund
Provider penalty
A claim scrubber is used to:
Clean instruments
Check claims for errors
Verify appointments
Train CMAAs
Out-of-network means:
Insurance pays more
Insurance pays less
No payment from insurance
The provider refuses the bill
What is an ABN?
A bill
Medicare denial notice
Advance Beneficiary Notice
A billing code
The NPI identifies:
Patients
Providers
Insurance companies
Facilities only
