Medical Office Administrative Study
Guide Exam And Actual Answers.
Email; handy tips when using email to communicate - Answer Use a personal name if your system
allows it; Identify your message in subject line; Do not use upper case letters; check who the receiver is
before clicking send; use please and thank yo; it can be used as a legal document
Scheduling - Answer The medical assistant is responsible to schedule patients in a manner that is both
accurate and effective
New patient - Answer Provider and type of appointment; Correct spelling of patient's full name;
Patient's address; Appropriate phone number; reason for visit; Name of referring Doctor; type of
insurance
Fixed appointment scheduling - Answer one patient is scheduled for a specific appointment time
cluster scheduling - Answer group of patients are scheduled to come in to receive the same type of
service, the medical assistant should schedule the patients around the same block of time
double booking - Answer When two patients are scheduled to see the same physician at once
wave scheduling method - Answer patients are scheduled for the first half of each hour, and each
patient is seen in the order they arrive.
triage - Answer prioritize the patients based on their medical needs,
Greeting the Patient - Answer juggle the responsibilities of answering phones,completing paperwork
and greeting patients in a proper manner
Empathy - Answer is having an understanding and compassion for what patients are experiencing, is a
good characteristic for health professionals to possess
, Communication requires the following elements - Answer A message to be sent; A person to send the
message; A person to receive the message
Good listeners apply the following skills: - Answer Face the person; Have good eye contact; Lean toward
the person; Respond to the person; Paraphrasing (person's message in your words); Clarifying, make sure
you understand the message; Silence
Kinesics - Answer The study of nonverbal communication
Kinesics slip - Answer Where verbal and nonverbal messages do not match; a patient's face or
mannerisms can explain what they are experiencing more accurately
Zones of Comfort - Answer Intimate space - 18 inches or closer; personal space - 18 inches to 4 ft; social
space - 4 ft to 12 ft; public space - 12 ft or more
Gestures - Answer Not all "gestures" mean the same thing in all cultures. Direct eye contact or pointing
a finger could be interpreted as signs of disrespect. A warm smile is almost universal as a sign that is
welcoming and acceptable by most people.
Phone Etiquette - Answer Answer the telephone promptly and kindly; Never allow an angry or
aggressive caller to upset you; remain calm and composed; speak clearly and concisely
Ventral - Answer front part of body
Dorsal - Answer back part of body
Anterior - Answer in front of
Posterior - Answer toward the back part of body
Medial - Answer towards the midline of the body
Guide Exam And Actual Answers.
Email; handy tips when using email to communicate - Answer Use a personal name if your system
allows it; Identify your message in subject line; Do not use upper case letters; check who the receiver is
before clicking send; use please and thank yo; it can be used as a legal document
Scheduling - Answer The medical assistant is responsible to schedule patients in a manner that is both
accurate and effective
New patient - Answer Provider and type of appointment; Correct spelling of patient's full name;
Patient's address; Appropriate phone number; reason for visit; Name of referring Doctor; type of
insurance
Fixed appointment scheduling - Answer one patient is scheduled for a specific appointment time
cluster scheduling - Answer group of patients are scheduled to come in to receive the same type of
service, the medical assistant should schedule the patients around the same block of time
double booking - Answer When two patients are scheduled to see the same physician at once
wave scheduling method - Answer patients are scheduled for the first half of each hour, and each
patient is seen in the order they arrive.
triage - Answer prioritize the patients based on their medical needs,
Greeting the Patient - Answer juggle the responsibilities of answering phones,completing paperwork
and greeting patients in a proper manner
Empathy - Answer is having an understanding and compassion for what patients are experiencing, is a
good characteristic for health professionals to possess
, Communication requires the following elements - Answer A message to be sent; A person to send the
message; A person to receive the message
Good listeners apply the following skills: - Answer Face the person; Have good eye contact; Lean toward
the person; Respond to the person; Paraphrasing (person's message in your words); Clarifying, make sure
you understand the message; Silence
Kinesics - Answer The study of nonverbal communication
Kinesics slip - Answer Where verbal and nonverbal messages do not match; a patient's face or
mannerisms can explain what they are experiencing more accurately
Zones of Comfort - Answer Intimate space - 18 inches or closer; personal space - 18 inches to 4 ft; social
space - 4 ft to 12 ft; public space - 12 ft or more
Gestures - Answer Not all "gestures" mean the same thing in all cultures. Direct eye contact or pointing
a finger could be interpreted as signs of disrespect. A warm smile is almost universal as a sign that is
welcoming and acceptable by most people.
Phone Etiquette - Answer Answer the telephone promptly and kindly; Never allow an angry or
aggressive caller to upset you; remain calm and composed; speak clearly and concisely
Ventral - Answer front part of body
Dorsal - Answer back part of body
Anterior - Answer in front of
Posterior - Answer toward the back part of body
Medial - Answer towards the midline of the body
