Certified Medical Administrative
Assistant (CMAA) Exam 100% Correct!!
Medical Assistant Duties & Responsibilities - ANSWERSTelephone coverage,
scheduling, maintenance of medical records, management of all correspondences
Qualities of a Medical Assistant - ANSWERSDependability, courtesy, initiative,
interpersonal skills
Medical Profession Liability - ANSWERSThe physician-patient relationship is an implied
contract in which the physician is expected to assess & treat the pt with the same
amount of knowledge, skill, & judgement as another physician under the same
circumstances.
Rules that must be followed under physician-patient relationship - ANSWERS1.Patient
is expected to compensate the physician for all services provided
2. The patient is expected to adhere to any directions/guidance provided by the
physician
3. If the physician terminates the contract, the pt must be provided with advance notice
of these intentions as well as given enough time to seek the services of another
physician.
Consent To Treat - ANSWERSOnce the physician-patient relationship has been
entered, the physician must have consent to treat the patient. In most cases, the
patient's implied consent is apparent through their action of seeking the services of the
physician. In certain situations, the patient's informed consent is necessary, in a written
form that states their understanding of the prescribed treatment as well as its risks.
Good Samaritan Act - ANSWERSStates that a volunteer is not held liable for any civil
damages that may occur as a result of their efforts to provide emergency care.
Patient's Bill of Rights - ANSWERSDeveloped to ensure the fairness and effectiveness
of the healthcare system, as well as to encourage people to take an interest in the
improvement of their health.
-8 sections
-Patient is provided with a copy on first visit, or it is visibly posted within the facility.
HIPPA Patient Privacy Rule - ANSWERSEstablishes regulations for the use &
disclosure of PHI and mandates that all patients be provided a copy of privacy polices
when treated in a doctor's office or when admitted to any HCF (health care facility).
Vocabulary - ANSWERS1. Abandonment: The discontinuation of medical care without
proper notice.
,2. Arbitration: The usage of an impartial third party for the hearing and determination of
a dispute.
3. Battery: The unlawful use of force or violence.
4. Negligence: The failure to provide the necessary care that is required.
Statutes: Laws enacted by the legislative branch of a government.
Phone Etiquette: Steps to ensure proper phone etiquette - ANSWERS1. Answer
promptly & kindly
2. Properly speak into phone
3. Give caller undivided attention
4. Speak clearly & distinctly
5. Be courteous
6. Ask permission before placing on hold if necessary.
7. Never get upset at an angry caller; remain calm & composed.
Verbal & Nonverbal Communication - ANSWERSVerbal: The use of words spoken;
sounds, words, speaking, & language
Nonverbal: Eye contact, body language, facial expressions, symbolic expressions.
Appointments: Considerations when selecting an appointment book - ANSWERSSize in
consideration of desk space available, accommodation of # of appointments made,
comfort for writing, space for details necessary.
Usage of Matrix - ANSWERSTimes physician is not available, hospital rounds,
meetings, days off, holidays, breaks for meals.
Types of Scheduling: Wave Scheduling - ANSWERSUsually see 4 patients an hour. All
are scheduled for the top of the hour, and are seen in order of their arrival.
Modified Wave - ANSWERSIn 1 hour time frame; two patients are given own specific
time, and two are told to arrive at the same time (e.g., 10:30)
Double Booking - ANSWERS2 or more patients scheduled with the same physician at
the same time, overbooking. Not good schedule planning; causes many delays.
Scheduling New Patients - ANSWERS1. Obtain and verify general information
2. Gather appropriate information regarding a patient referral (if applicable)
3. Determine patient's cc (chief complaint).
4. Make patient aware of various dates & times available to be seen.
5. Enter appropriate time for appointment.
6. Determine financial arrangements (insurance, cash, etc.).
7. Provide directions as needed.
8. Verify information and appointment time/date.
Scheduling Conflicts - ANSWERS1.Late patients: Advise to arrive 30 minutes prior to
appointment time.
, 2.Emergency Calls: Arrangements made to be seen same day if available
3.Cancelled Appointments: Remove original time, schedule new appointment.
4.Unscheduled Patients: Accommodate as best as possible, ensure patient that making
appointment is the best way to ensure care.
5.Failed appointments: Notate in patient's chart and appointment book, and attempt to
reschedule.
6.Delayed patient wait time: Explain reason (without giving too much detail) and provide
patient with the option to reschedule if desired by the patient.
Types of Mail - ANSWERS1. Express Mail: available 365 days per year, for items up to
70lbs in weight, and up to 108" in height.
2. First Class Mail: letters, postal cards, postcards, and business reply mail
3. Priority Mail: First Class mail weighing more than 13oz.
4. Certified Mail: proof of delivery
5. Bulk Mailing: mailing large volumes of information which is presorted by zipcode.
Health Insurance: Verification of Insurance Benefits - ANSWERS1. Identify type of
insurance or managed care plan.
2. Make copies of card; front and back.
3. Call carrier to verify services and benefits.
4. Record this information in medical record and VOB (verification of benefits) form.
5. Provide patient with form listing requirements and restrictions of plan, and have them
read and sign the form.
6. Collect deductible/co-payment if applicable.
Types of Health Insurance - ANSWERS1. Individual Policies: Usually ineligible to
receive government paln; high premiums and limited benefits.
2. Group Policies: Provides coverage for employees under a single contract. This type
of coverage is characterized by greater benefits, and low premiums.
3. Government Plans: Available to large groups of people who meet specific eligibility
criteria. TRICARE, Medicare, Medicaid, and Worker's Compensation are examples.
Insurance Terms - ANSWERS1. Assignment of Benefits: An arrangement by which a
patient requests that their health benefit payments be made directly to the physician.
2. Benefit: The amount payable by the carrier toward the cost of services for which the
patient is eligible for.
3. Deductible: The amount an individual must pay for health care expenses before
insurance covers the cost.
4. Co-payment: The portion of a service fee that the patient must pay.
5. Policy: A document that describes the insurance coverage for an individual or
property.
6. Premium: The amount the patient pays for an insurance contract.
Usual, Customary, and Reasonable (UCR) or Covered Expenses - ANSWERSAn
amount customarily charged for or covered for similar services and supplies which are
medically necessary, recommended by a doctor, or required for treatment.
Assistant (CMAA) Exam 100% Correct!!
Medical Assistant Duties & Responsibilities - ANSWERSTelephone coverage,
scheduling, maintenance of medical records, management of all correspondences
Qualities of a Medical Assistant - ANSWERSDependability, courtesy, initiative,
interpersonal skills
Medical Profession Liability - ANSWERSThe physician-patient relationship is an implied
contract in which the physician is expected to assess & treat the pt with the same
amount of knowledge, skill, & judgement as another physician under the same
circumstances.
Rules that must be followed under physician-patient relationship - ANSWERS1.Patient
is expected to compensate the physician for all services provided
2. The patient is expected to adhere to any directions/guidance provided by the
physician
3. If the physician terminates the contract, the pt must be provided with advance notice
of these intentions as well as given enough time to seek the services of another
physician.
Consent To Treat - ANSWERSOnce the physician-patient relationship has been
entered, the physician must have consent to treat the patient. In most cases, the
patient's implied consent is apparent through their action of seeking the services of the
physician. In certain situations, the patient's informed consent is necessary, in a written
form that states their understanding of the prescribed treatment as well as its risks.
Good Samaritan Act - ANSWERSStates that a volunteer is not held liable for any civil
damages that may occur as a result of their efforts to provide emergency care.
Patient's Bill of Rights - ANSWERSDeveloped to ensure the fairness and effectiveness
of the healthcare system, as well as to encourage people to take an interest in the
improvement of their health.
-8 sections
-Patient is provided with a copy on first visit, or it is visibly posted within the facility.
HIPPA Patient Privacy Rule - ANSWERSEstablishes regulations for the use &
disclosure of PHI and mandates that all patients be provided a copy of privacy polices
when treated in a doctor's office or when admitted to any HCF (health care facility).
Vocabulary - ANSWERS1. Abandonment: The discontinuation of medical care without
proper notice.
,2. Arbitration: The usage of an impartial third party for the hearing and determination of
a dispute.
3. Battery: The unlawful use of force or violence.
4. Negligence: The failure to provide the necessary care that is required.
Statutes: Laws enacted by the legislative branch of a government.
Phone Etiquette: Steps to ensure proper phone etiquette - ANSWERS1. Answer
promptly & kindly
2. Properly speak into phone
3. Give caller undivided attention
4. Speak clearly & distinctly
5. Be courteous
6. Ask permission before placing on hold if necessary.
7. Never get upset at an angry caller; remain calm & composed.
Verbal & Nonverbal Communication - ANSWERSVerbal: The use of words spoken;
sounds, words, speaking, & language
Nonverbal: Eye contact, body language, facial expressions, symbolic expressions.
Appointments: Considerations when selecting an appointment book - ANSWERSSize in
consideration of desk space available, accommodation of # of appointments made,
comfort for writing, space for details necessary.
Usage of Matrix - ANSWERSTimes physician is not available, hospital rounds,
meetings, days off, holidays, breaks for meals.
Types of Scheduling: Wave Scheduling - ANSWERSUsually see 4 patients an hour. All
are scheduled for the top of the hour, and are seen in order of their arrival.
Modified Wave - ANSWERSIn 1 hour time frame; two patients are given own specific
time, and two are told to arrive at the same time (e.g., 10:30)
Double Booking - ANSWERS2 or more patients scheduled with the same physician at
the same time, overbooking. Not good schedule planning; causes many delays.
Scheduling New Patients - ANSWERS1. Obtain and verify general information
2. Gather appropriate information regarding a patient referral (if applicable)
3. Determine patient's cc (chief complaint).
4. Make patient aware of various dates & times available to be seen.
5. Enter appropriate time for appointment.
6. Determine financial arrangements (insurance, cash, etc.).
7. Provide directions as needed.
8. Verify information and appointment time/date.
Scheduling Conflicts - ANSWERS1.Late patients: Advise to arrive 30 minutes prior to
appointment time.
, 2.Emergency Calls: Arrangements made to be seen same day if available
3.Cancelled Appointments: Remove original time, schedule new appointment.
4.Unscheduled Patients: Accommodate as best as possible, ensure patient that making
appointment is the best way to ensure care.
5.Failed appointments: Notate in patient's chart and appointment book, and attempt to
reschedule.
6.Delayed patient wait time: Explain reason (without giving too much detail) and provide
patient with the option to reschedule if desired by the patient.
Types of Mail - ANSWERS1. Express Mail: available 365 days per year, for items up to
70lbs in weight, and up to 108" in height.
2. First Class Mail: letters, postal cards, postcards, and business reply mail
3. Priority Mail: First Class mail weighing more than 13oz.
4. Certified Mail: proof of delivery
5. Bulk Mailing: mailing large volumes of information which is presorted by zipcode.
Health Insurance: Verification of Insurance Benefits - ANSWERS1. Identify type of
insurance or managed care plan.
2. Make copies of card; front and back.
3. Call carrier to verify services and benefits.
4. Record this information in medical record and VOB (verification of benefits) form.
5. Provide patient with form listing requirements and restrictions of plan, and have them
read and sign the form.
6. Collect deductible/co-payment if applicable.
Types of Health Insurance - ANSWERS1. Individual Policies: Usually ineligible to
receive government paln; high premiums and limited benefits.
2. Group Policies: Provides coverage for employees under a single contract. This type
of coverage is characterized by greater benefits, and low premiums.
3. Government Plans: Available to large groups of people who meet specific eligibility
criteria. TRICARE, Medicare, Medicaid, and Worker's Compensation are examples.
Insurance Terms - ANSWERS1. Assignment of Benefits: An arrangement by which a
patient requests that their health benefit payments be made directly to the physician.
2. Benefit: The amount payable by the carrier toward the cost of services for which the
patient is eligible for.
3. Deductible: The amount an individual must pay for health care expenses before
insurance covers the cost.
4. Co-payment: The portion of a service fee that the patient must pay.
5. Policy: A document that describes the insurance coverage for an individual or
property.
6. Premium: The amount the patient pays for an insurance contract.
Usual, Customary, and Reasonable (UCR) or Covered Expenses - ANSWERSAn
amount customarily charged for or covered for similar services and supplies which are
medically necessary, recommended by a doctor, or required for treatment.
