NCCT Medical Assistant verified Interactive Review 2022 correct 100% with Rationale Highly recommended

NCCT Medical Assistant verified Interactive Review 2022 correct 100% with Rationale Highly recommended When writing a business letter, the medical assistant should include which type of punctuation following the salutation? A. semi-colon B. hyphen C. comma D. colon {{Ans- D. colon Rationale A salutation is followed by the colon (introductory greeting) flush with the left margin in a professional letter. It is generally considered appropriate use of punctuation in business letter writing. (Example: Dear Mr. Martinez:) A semi-colon, hyphen and comma are not generally used in a salutation but are commonly used within sentences. A business letter should be folded in which of the following positions when using a standard No. 10 envelope? A. half, horizontally B. half, vertically C. thirds, face-up D. quarters, face-down {{Ans- C. thirds, face-up Rationale To ensure the letter fits in the envelope and can be removed easily and intact, a business letter is folded into equal thirds with the head of the letter facing upwards (with the greeting side on the inside). Folding a letter into fourths or half (both horizontally or vertically) will simply prevent the letter from fitting into the envelope. Which of the following questions should the medical assistant ask to gain the most pertinent information about the patient's chief concern while taking her history? A. What medications are you currently taking? B. What brings you in to see the doctor today? C. On a scale of 1-10, where would you rate your pain? D. When was your last menstrual period? {{Ans- B. What brings you in to see the doctor today? Rationale A patient answering an open ended question is able to expand on what is of current concern to them. It encourages the patient to communicate specific details to effectively provide appropriate care and address the health issue. The other choices are closed-ended questions eliciting a simple answer that may not lead to their submitting further pertinent information. When composing a business letter, how should the medical assistant properly indicate copies of the letter are being sent to others? A. List the names below the sender's name. B. Enter "Encl" followed by the names. C. Enter "Re" followed by the names. D. Enter "cc" followed by the names. {{Ans- D. Enter "cc" followed by the names. Rationale Underneath the signatory section, the CC indicates a carbon copy has been included and names the individual in receipt of the copy. "Encl" would be used if another document was being sent with the cover letter and "Re" means Regarding (and is followed by a subject line). Just listing names below the signature line does not convey direction or purpose. The medical assistant aligns all parts of a business letter at the left margin. This is an example of which of the following letter formats? A. Simplified letter style B. Full block style C. Modified block style D. Semi block style {{Ans- B. Full block style Rationale A Full Block Style is the recognized alignment for most business communications. The date, salutation, paragraphs and signature block are all flush with the left margin. This is the most common business letter format not simplified, modified or semi block styles. Which of the following is an inappropriate complimentary closing for a business letter? A. "Sincerely" B. "Respectfully" C. "Best Regards" D. "Wishing You the Best" {{Ans- D. "Wishing You the Best" Rationale The closing salutation on all correspondence in a physician's office must be professional. Wishing You the Best is friendly but not as professional as Sincerely, Respectfully, Best Regards or Regards. What five pieces of information must be available on every sample in the laboratory? A. Full name, unique identifier, date of collection, time of collection, tests collected B. Full name, insurance information, patient location, date of collection, time of collection C. Full name, insurance information, patient location, tests collected, time of collection D. Full name, unique identifier, date of collection, time of collection, collector's identity {{Ans- D. Full name, unique identifier, date of collection, time of collection, collector's identity Rationale Full name, unique identifier, date of collection, time of collection, and the collector's identity are required for each patient specimen or sample in the medical laboratory. The insurance billing information and list of tests ordered will be in the patient account information, but not necessarily part of the patient test sample label. Recording the patient's critical glucose value in the medical record is an example of which of the following? A. good laboratory practices (GLPs) B. competency evaluations C. threshold values D. quality control (QC) {{Ans- A. good laboratory practices (GLPs) Rationale All "critical" lab values should be recorded in the medical record as a matter of good laboratory practice. Many times, critical lab values are also called to physicians or nursing staff as well. A patient's glucose level would not be part of staff competency evaluations, threshold values, or QC. Which of the following is an appropriate way to greet a patient? A. "Welcome to Dr. Doe's office. My name is John. How may I help you?" B. "Can you please sign in on the registration form?" C. "Can I please see your insurance card and ID?" D. "Good Afternoon. According to our records your copayment is..." {{Ans- A. "Welcome to Dr. Doe's office. My name is John. How may I help you?" Rationale Welcoming a patient, identifying yourself to them and asking an open ended question, is open communication that is both warm and professional. The other questions do not lead to open communication but are abrupt and are examples of a closed communication style. A patient presents to the medical office stating the following: "I was previously seen for a physical exam and the EOB I received contained an error regarding my medical coverage. The doctor ordered blood screening for hypercholesterolemia, and I'm out of my blood pressure meds." Which of the following questions should the medical office assistant ask the patient first? A. Were you referred by a physician? B. Which insurance carrier do you have? C. Will you be paying for the bill? D. Did the doctor say you needed to be seen today? {{Ans- D. Did the doctor say you needed to be seen today? Rationale The patients statement does not provide enough information necessary to proceed with properly assisting the patient. The medical office assistant first needs to determine if the patient was told by the doctor of the need for an office visit. What insurance the patient has, their method of payment or if they were referred to the practice isn't the first thing the medical office assistant would need to assist this patient. When handling a patient complaint, which of the following actions by the medical assistant demonstrates professionalism? A. Aggressively defend the interests of the practice. B. Thank the patient for making you aware of their concern. C. Avoid speaking to the patient directly. D. Notify the physician immediately. {{Ans- B. Thank the patient for making you aware of their concern. Rationale Acknowledging the patient's feelings (and even offering thanks for being made aware of the concern) promotes a respectful, resolution-centered climate in which to address the issue. This response lets the patient know the complaint will be taken seriously. It is a sign of professionalism and respect to speak directly to the patient, even if that patient is complaining. It is not recommended to become aggressive in any situation (it could escalate instead of resolve the issue), even in defense of the interests of the practice. The physician does not necessarily need to immediately be made aware of every complaint. The medical assistant is preparing to escort a patient with a prosthetic limb, due to complications from diabetes, to a room. Which of the following actions by the medical assistant is appropriate? A. ask the patient if they need extra assistance before helping B. move the patient ahead to be seen by the physician C. obtain a blood glucose spot check before moving the patient D. provide large print educational materials for possible retinopathy {{Ans- A. ask the patient if they need extra assistance before helping Rationale Asking if the patient needs assistance displays effective communication when giving the patient a choice of assistance, acknowledges the patients independence, and provides a safe, caring, therapeutic environment for them. Making false assumptions is not appropriate in this situation. A medical assistant maintains a positive, caring demeanor when the office is running 45 minutes behind on scheduled appointments. This action is most indicative of which of the following workplace behaviors? A. professionalism B. active listening C. confidentiality D. assertiveness {{Ans- A. professionalism Rationale Keeping a calm, positive, caring demeanor in the office, especially when busy or behind, is an example of professionalism. Presenting a professional demeanor in the medical office instills trust and confidence in care received. Confidentiality should always be maintained as well, and medical professionals should be careful not to become complacent during busy days. Professional assertiveness is sometimes necessary to keep things running on pace. Sometimes during busy days, active listening can suffer because medical personnel may be thinking of the heavy workload or delayed care and not focusing on the patient in front of them. Busy and behind-schedule days occur in every medical practice. Professionalism is a key factor that helps maintain a good standard of care. Which of the following actions by the medical assistant reflects professional telephone etiquette? (Select the three (3) correct answers.) A. requesting permission before placing a caller on hold B. speaking clearly with a pleasant tone C. verifying the patient's full name and date of birth D. answering an incoming call by the tenth ring E. reassuring a patient their prescribed medication will work soon {{Ans- A. requesting permission before placing a caller on hold B. speaking clearly with a pleasant tone C. verifying the patient's full name and date of birth Rationale Answering the phone speaking clearly and pleasantly, then requesting permission before placing a caller on hold demonstrates professionalism and is perceived as excellent customer service. Further,