Test Bank for Plunkett’s Procedures for the Medical Administrative Assistant Canadian 5th Edition by Ramsay, Rutherford
Test Bank for Plunkett’s Procedures for the Medical Administrative Assistant Canadian 5th Edition by Ramsay, Rutherford
,Test Bank for Plunkett’s Procedures for the Medical Administrative Assistant Canadian 5th Edition by Ramsay, Rutherford
Chapter 01: Your Future as a Medical Administrative Assistant
Ramsay & Rutherford: Plunkett’s Procedures for the Medical Administrative
Assistant, 5th Edition
MULTIPLE CHOICE
1. A routine task frequently performed by a frontline receptionist includes:
a. greeting patients.
b. scheduling physician events.
c. assessing performance of team members.
d. arranging janitorial services.
ANS: A
Frontline reception includes greeting patients, answering the telephones, responding to
electronic communications, and communicating messages to patients and staff.
REF: p. 3 OBJ: 2
2. In a hospital setting the full team encompasses:
a. the physician and yourself.
b. nurse practitioners and nurses.
c. staff working in your immediate department as well as staff in all hospital
departments.
d. supporting housekeeping and maintenance staff.
ANS: C
The hospital setting is a larTgE
erSeT
ntB
itA
y;NthKeSreEfoLrL
e,EaR
ll .
stC
afO
fMfunction as a collaborative team. In
smaller settings like a private physician’s the office team consists of a smaller collaborative
group such as the physician and assistant.
REF: p. 2 OBJ: 2
3. A medical office environment can be busy and have some stress-filled moments. A medical
assistant needs to present:
a. a calm, professional approach.
b. a priority focus.
c. a hectic and occupied approach.
d. a perseverance and urgent focus.
ANS: A
Patients are often stressed in a medical environment and in stress-filled moments the health
care team and patients will count on your calm and professional approach to assist them in
Test Bank for Plunkett’s Procedures for the Medical Administrative Assistant Canadian 5th Edition by Ramsay, Rutherford
,Test Bank for Plunkett’s Procedures for the Medical Administrative Assistant Canadian 5th Edition by Ramsay, Rutherford
feeling less overwhelmed.
REF: p. 2 OBJ: 5
4. First impressions of an office or facility, such as a hospital or clinic, are often driven by the:
a. the facility logo.
b. location of the facility.
c. the physician who conducts the examination or testing.
Test Bank for Plunkett’s Procedures for the Medical Administrative Assistant Canadian 5th Edition by Ramsay, Rutherford
,Test Bank for Plunkett’s Procedures for the Medical Administrative Assistant Canadian 5th Edition by Ramsay, Rutherford
d. the medical assistant as the person who greets patients as they arrive.
ANS: D
First impressions matter, the medical assistant is the voice of a practice as the first person to
greet patients as they arrive and visit a facility. While the physician and location create an
impression, it is not the first impression a patient has about the care they will receive.
REF: p. 4 OBJ: 4
5. When a physician is delayed or behind schedule, and in order to manage patients as they
arrive, a client service approach would be to:
a. check patient in once you know the physician can see them.
b. inform patient the physician is behind schedule and there will be a delay.
c. continue with your work until the physician is caught up.
d. rescheduling the patient immediately.
ANS: B
If the physician is behind schedule, inform the patients when they arrive there is a delay. This
will provide optimal client service as most people who visit the doctor’s office are usually
under stress, and it is the role of the medical administrative assistant to do their best to put the
client as ease and keep them informed.
REF: p. 4 OBJ: 4
6. The medical assistant understanding their role will display and present a calm manner with the
ability to prioritize their workload. Which would best describe the medical assistant’s
behaviour?
a. Professional
b. Critical thinking
c. Trained
d. Health information
ANS: A
At all times the medical assistant should display professional behaviours and these include a
calm approach and the ability to prioritize workload as part of the team.
REF: p. 2 OBJ: 1
7. A specific personal quality of the medical assistant involves an understanding of how others
are feeling in the moment. This is referred to as:
a. integrity.
b. honesty.
c. empathy.
d. loyalty.
ANS: C
Empathy is the ability to process and understand what another is experiencing. In the health
care environment health care providers practice empathy in order to be an effective provider
and assist all patients.
Test Bank for Plunkett’s Procedures for the Medical Administrative Assistant Canadian 5th Edition by Ramsay, Rutherford
Test Bank for Plunkett’s Procedures for the Medical Administrative Assistant Canadian 5th Edition by Ramsay, Rutherford
,Test Bank for Plunkett’s Procedures for the Medical Administrative Assistant Canadian 5th Edition by Ramsay, Rutherford
Chapter 01: Your Future as a Medical Administrative Assistant
Ramsay & Rutherford: Plunkett’s Procedures for the Medical Administrative
Assistant, 5th Edition
MULTIPLE CHOICE
1. A routine task frequently performed by a frontline receptionist includes:
a. greeting patients.
b. scheduling physician events.
c. assessing performance of team members.
d. arranging janitorial services.
ANS: A
Frontline reception includes greeting patients, answering the telephones, responding to
electronic communications, and communicating messages to patients and staff.
REF: p. 3 OBJ: 2
2. In a hospital setting the full team encompasses:
a. the physician and yourself.
b. nurse practitioners and nurses.
c. staff working in your immediate department as well as staff in all hospital
departments.
d. supporting housekeeping and maintenance staff.
ANS: C
The hospital setting is a larTgE
erSeT
ntB
itA
y;NthKeSreEfoLrL
e,EaR
ll .
stC
afO
fMfunction as a collaborative team. In
smaller settings like a private physician’s the office team consists of a smaller collaborative
group such as the physician and assistant.
REF: p. 2 OBJ: 2
3. A medical office environment can be busy and have some stress-filled moments. A medical
assistant needs to present:
a. a calm, professional approach.
b. a priority focus.
c. a hectic and occupied approach.
d. a perseverance and urgent focus.
ANS: A
Patients are often stressed in a medical environment and in stress-filled moments the health
care team and patients will count on your calm and professional approach to assist them in
Test Bank for Plunkett’s Procedures for the Medical Administrative Assistant Canadian 5th Edition by Ramsay, Rutherford
,Test Bank for Plunkett’s Procedures for the Medical Administrative Assistant Canadian 5th Edition by Ramsay, Rutherford
feeling less overwhelmed.
REF: p. 2 OBJ: 5
4. First impressions of an office or facility, such as a hospital or clinic, are often driven by the:
a. the facility logo.
b. location of the facility.
c. the physician who conducts the examination or testing.
Test Bank for Plunkett’s Procedures for the Medical Administrative Assistant Canadian 5th Edition by Ramsay, Rutherford
,Test Bank for Plunkett’s Procedures for the Medical Administrative Assistant Canadian 5th Edition by Ramsay, Rutherford
d. the medical assistant as the person who greets patients as they arrive.
ANS: D
First impressions matter, the medical assistant is the voice of a practice as the first person to
greet patients as they arrive and visit a facility. While the physician and location create an
impression, it is not the first impression a patient has about the care they will receive.
REF: p. 4 OBJ: 4
5. When a physician is delayed or behind schedule, and in order to manage patients as they
arrive, a client service approach would be to:
a. check patient in once you know the physician can see them.
b. inform patient the physician is behind schedule and there will be a delay.
c. continue with your work until the physician is caught up.
d. rescheduling the patient immediately.
ANS: B
If the physician is behind schedule, inform the patients when they arrive there is a delay. This
will provide optimal client service as most people who visit the doctor’s office are usually
under stress, and it is the role of the medical administrative assistant to do their best to put the
client as ease and keep them informed.
REF: p. 4 OBJ: 4
6. The medical assistant understanding their role will display and present a calm manner with the
ability to prioritize their workload. Which would best describe the medical assistant’s
behaviour?
a. Professional
b. Critical thinking
c. Trained
d. Health information
ANS: A
At all times the medical assistant should display professional behaviours and these include a
calm approach and the ability to prioritize workload as part of the team.
REF: p. 2 OBJ: 1
7. A specific personal quality of the medical assistant involves an understanding of how others
are feeling in the moment. This is referred to as:
a. integrity.
b. honesty.
c. empathy.
d. loyalty.
ANS: C
Empathy is the ability to process and understand what another is experiencing. In the health
care environment health care providers practice empathy in order to be an effective provider
and assist all patients.
Test Bank for Plunkett’s Procedures for the Medical Administrative Assistant Canadian 5th Edition by Ramsay, Rutherford
