TEST BANK for The Administrative Dental Assistant, 6th Edition 2025 Linda J. Gaylor, All Chapters 1-

TEST BANK Test Bank For The Dental Assistant, TheAdministrative Administrative Dental Assistant, 6th Edition 2025 Linda J. 6th Gaylor,Edition 2025 Chapter 1-18 Linda J. Gaylor, Chapter 1-18 Chapter 01: Orientation to the Dental Profession Gaylor: The Administrative Dental Assistant, 6th Edition MULTIPLE CHOICE 1. A service-based business is considered successful when: a. current patients refer new patients. b. it meets the needs of the people it serves. c. dentists and dental auxiliaries work together to provide services. d. bills are sent to patients in a timely manner.

ANS: B

A service-based business is considered successful when it meets the needs of the people it serves. Current patient referrals demonstrate patient satisfaction rather than a service-based business. Dentists and dental auxiliaries who work together to provide a service can be described as an effective dental healthcare team. Timely billing indicates an efficiently run office and translates to a profitable dental practice.

DIF: Recall REF: p. 2 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 2. An additional _______ of education is required for a dentist to become a board certified

specialist. a. 12–18 months b. 18–24 months c. 2–4 years d. 5–6 years ANS: C

Two to four years of additional education is required for a dentist to become a board certified specialist. A dental specialist has completed an additional 2–4 years of education, following dental school.

DIF: Recall REF: p. 6 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 3. Several types of administrative assistants work in the dental office. Which of the following is

responsible for ensuring compliance with regulations? a. The records manager b. The office manager c. The insurance clerk

d. The business manager ANS: A

Duties of the records manager include ensuring compliance with industry standards. The office manager typically organizes and oversees the daily operations of the office staff. The insurance clerk oversees the filing of insurance claims. The business manager negotiates contracts and manages the fiscal operations.

DIF: Recall REF: p. 4 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 4. Which of the following documents outlines the duties that may be performed by dental

auxiliaries? a. The Occupational Safety and Health Administration (OSHA) code b. The State Administrative Code c. The Bylaws of the American Dental Association d. The State Dental Practice Act ANS: D

The State Dental Practice Act outlines the duties that can be performed by dental auxiliaries.

OSHA codes identify hazardous duties for which a safety course must be completed before an employee can perform them. The State Administrative Code contains laws according to each specific state. The Bylaws of the American Dental Association provides the rules that govern the activities of the organization.

DIF: Recall REF: p. 10 OBJ: 8 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 5. The ADA Principles of Ethics and Code of Professional Conduct encompass five principles.

Principle 3 is beneficence, which means that the dentist has a duty to: a. respect the patient’s right to self-determination and confidentiality. b. refrain from harming the patient. c. promote the patient’s welfare. d. communicate truthfully.

ANS: C

Beneficence (―do good‖) means that the dentist has a duty to promote the patient’s welfare, that is, a professional duty to act for the benefit of others. The duty to respect the patient’s right to self-determination and confidentiality is autonomy (―self-governance‖). The duty of the dentist to refrain from harming the patient is non-malfeasance (―do no harm‖). The duty of the dentist to communicate truthfully is veracity (―truthfulness‖).

DIF: Recall REF: p. 11 OBJ: 7 TOP: II Patient Management and Administrative Duties, B. Administrative Duties 6. Of the following dental specialists, which is most likely to receive a referral for wisdom tooth

removal (extraction)? a. An oral pathologist b. An oral surgeon c. A prosthodontist

d. An oral radiologist ANS: B

An oral surgeon specializes in dental extractions as well as surgical procedures of the head and neck. An oral pathologist specializes in diagnosing and treating oral disease, not dental extractions. A prosthodontist specializes in replacing lost or damaged tooth structure, not dental extractions. An oral radiologist specializes in radiographic imaging, not dental extractions.

DIF: Recall REF: p. 6 OBJ: 4 TOP: II Patient Management and Administrative Duties, A. Patient Management and Communication 7. The patient’s bill of rights provides for what provision when a patient is receiving treatment

from a dental hygienist? a. The patient must be informed in advance of the type and expected cost of treatment. b. The patient has the right to ask about alternative treatments. c. The patient has the right to be informed of the advantages and disadvantages of planned treatment. d. The patient has the right to see the dentist every time he or she receives dental treatment.

ANS: D

When patients are scheduled for procedures with the dental hygienist, the dentist must also be available at that time to see the patient. The patient has the right to be informed of treatment costs before all treatments are provided—not just when he or she is treated by a dental hygienist. The right to ask for alternative treatment applies to all care provided in the dental office—not specifically to treatment by a hygienist. This right also applies to all treatment given in the dental office.

DIF: Application REF: p. 12 OBJ: 9 TOP: II Patient Management and Administrative Duties, B. Administrative Duties 8. Health Insurance Portability and Accountability Act of 1996 (HIPAA): The title of the act

contains two major sections: Portability and Accountability. The Portability section of the Act guarantees that: a. electronic transactions and code sets can be used to transmit patient information. b. protected health information (PHI) must be protected in all formats and in all locations; this includes the transfer of information in oral, written, and electronic formats and when stored (paper and electronic copies). c. a person covered by health insurance by one employer can obtain health insurance through a second employer if he or she changes jobs. d. patients have to sign a specific authorization before a covered entity can release their medical information to a life insurer, a bank, a marketing firm, or another outside business for purposes not related to their healthcare.

ANS: C

Portability provides for a continuation of insurance when an individual changes jobs.

Electronic transactions and code sets are one of the four sets of HIPAA standards covered in the accountability portion of the HIPAA regulations. Protected health information is covered under Federal Privacy Rules. Limits on use of personal medical information are covered under privacy rules, which require that specific authorization must be signed before information can be released.

DIF: Recall REF: p. 7 OBJ: 5 TOP: II Patient Management and Administrative Duties, B. Administrative Duties 9. Written Privacy Procedures include descriptions of staff members who have access to PHI,

how PHI will be used, and when it may be disclosed, and which of the following? a. Emergency circumstances when disclosure of health information may be made. b. Ensuring that any business associates who have access to PHI agree to the same limitations on the use and disclosure of PHI. c. Designation of an individual to be responsible for ensuring that procedures are followed. d. Appropriate disciplinary action to be taken if an employee fails to follow established procedures.

ANS: B

Written Privacy Procedures include descriptions of staff members who have access to PHI, how PHI will be used, and when it may be disclosed, and ensures that any business associates who have access to PHI agree to the same limitations on the use and disclosure of PHI. Public responsibilities (limited circumstances may require the disclosure of health information for specific public responsibilities) outline emergency situations. Designation of an individual to be responsible for ensuring that procedures are followed (privacy officer) is made under the Employee Training and Privacy Officer provision.

DIF: Recall REF: p. 9 OBJ: 5 TOP: II Patient Management and Administrative Duties, B. Administrative Duties 10. The single most important role of the receptionist is _______. a. answering the telephone b. collecting patient data c. projecting a positive and helpful attitude d. managing incoming and outgoing mail ANS: C

The single most important role of the receptionist is to help shape the patient’s perception of the dental practice by being positive and helpful attitude. Although answering the telephone is an important role, without a positive reception, patients may seek dental treatment elsewhere.

Although collecting patient data is an important role, without a positive reception, patients may seek dental treatment elsewhere. Although managing incoming and outgoing mail is an important role, without a positive reception, patients may seek dental treatment elsewhere.

DIF: Recall REF: p. 4 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties

11. Which type of administrative assistant is responsible for tracking the progress of insurance

claims? a. The records manager b. The insurance biller c. The appointment scheduler d. The business manager ANS: B

The insurance biller, not the records manager, tracks the progress of insurance claims. The insurance biller monitors insurance claims to ensure that they are paid in a timely manner. The insurance biller, not the appointment scheduler, tracks the progress of insurance claims. The insurance biller, not the business manager, tracks the progress of insurance claims.

DIF: Recall REF: p. 4 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 12. The bookkeeper records and maintains the accounts payable, which is a record of _______. a. the money that the dental practice owes to others b. outstanding fees that have been sent to a collection agency c. projected income of the dental practice for the fiscal year d. the money that patients have paid the dental practice ANS: A

The accounts payable is a record of the money that the dental practice owes to others (payroll, taxes, and unpaid bills), not outstanding fees that have been sent to a collection agency.

DIF: Recall REF: p. 5 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 13. Dentists who graduate from an ADA accredited dental school earn a(n) _______ degree. a. DDS b. DMD c. MDS d. Either A or B ANS: D

Graduates from an ADA accredited dental school earn a DDS (Doctor of Dental Surgery) or a DMD (Doctor of Medical Dentistry) degree. An MDS degree is a master’s degree awarded to a DDS or an MDS upon completion of specialized education and training.

DIF: Recall REF: p. 6 OBJ: 4 TOP: CDA, II Patient Management and Administrative Duties, B. Administrative Duties 14. A dentist who specializes in young patients (newborn through adolescence) is a(n) _______. a. prosthodontist b. periodontist c. pedodontist d. oral pathologist ANS: C

A pedodontist specializes in the dental treatment of children. A prosthodontist specializes in tooth replacement, rather than pediatric dentistry. A periodontist specializes in oral soft tissue treatment, rather than pediatric dentistry. An oral pathologist specializes in oral disease, rather than pediatric dentistry.

DIF: Recall REF: p. 6 OBJ: 4 TOP: II Patient Management and Administrative Duties, A. Patient Management and Communication 15. Which of the following is NOT a key role of the dental hygienist? a. Root planing, scaling, and polishing b. Replacing lost or damaged tooth structure c. Processing and evaluating radiographs d. Applying pit and fissure sealant ANS: B

Replacing lost or damaged tooth structure is the duty of a general dentist or prosthodontist.

Root planing, scaling, and polishing; processing and evaluating radiographs; and the application of pit and fissure sealant are clinical responsibilities of a dental hygienist.

DIF: Application REF: p. 6 OBJ: 4 TOP: II Patient Management and Administrative Duties, A. Patient Management and Communication 16. Which of the following statements is true? a. The roving assistant has received additional training to provide more independent

patient care. b. Procedures performed by an expanded function assistant are usually reversible. c. Some states may require licensure of the chairside dental assistant. d. The term dental auxiliary refers to the dentist.

ANS: B

Procedures performed by an expanded function assistant are usually reversible and can be redone if necessary. The expanded function, rather than roving, assistant has received additional training to provide more independent patient care. Some states may require the expanded function, rather than the chairside assistant, to receive licensure. The term dental auxiliary refers not to the dentist, but to other persons who provide a service in the dental practice.

DIF: Recall REF: p. 7 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 17. The responsibility of enforcing the regulatory issues mandated by the HIPAA Act of 1996 are

ultimately the responsibility of the dental assistant. The accountability section of the Act allows individuals to carry their health insurance from one job to another to avoid a lapse in coverage. a. The first statement is true; the second statement is false. b. The first statement is false; the second statement is true. c. Both statements are true. d. Both statements are false.

ANS: D

Both statements are false: Business issues of dental care are addressed in the accountability section, and the portability section of HIPAA allows individuals to carry their health insurance from one job to another.

DIF: Recall REF: p. 7 OBJ: 5 TOP: II Patient Management and Administrative Duties, B. Administrative Duties 18. More than 400 different transaction and code sets existed prior to HIPAA. How many

transaction code sets are used today? a. 7 b. 9 c. 11 d. 30 ANS: A

The HIPAA Act of 1996 standardized the different code sets, reducing the number of code and transaction sets from 400 to 7.

DIF: Recall REF: p. 8 OBJ: 5 TOP: II Patient Management and Administrative Duties, B. Administrative Duties 19. The Security Rule requires that providers protect the _______ of electronic health

information. a. integrity b. confidentiality c. availability d. all are correct ANS: D

The Security Rule addresses the integrity, the confidentiality, and the availability of electronic health information DIF: Recall REF: p. 9 OBJ: 5 TOP: II Patient Management and Administrative Duties, B. Administrative Duties 20. Which of the following statements is false? a. Each state has its own Dental Practice Act. b. Dental Practice Acts are transferrable from state to state. An assistant can continue

to practice using the former state’s license. c. Dental laboratory technicians are accountable to the Dental Practice Act. d. Educational requirements, specific duties, and licensure requirements are included in the Dental Practice Act. ANS: B

A dental practitioner is responsible to obtain any needed licenses and must adhere to the standards of the each state’s Dental Practice Act. DIF: Recall REF: p. 10 OBJ: 8 TOP: II Patient Management and Administrative Duties, B. Administrative Duties COMPLETION

1. The acronym PHI stands for ______ health information, in regard to the Privacy Rule as set

forth by HIPAA. ANS: protected DIF: Recall REF: p. 8 OBJ: 4 TOP: II Patient Management and Administrative Duties, B. Administrative Duties 2. The acronym CODA stands for _________ on Dental Accreditation.

ANS: Commission DIF: Recall REF: p. 11 OBJ: 10 TOP: II Patient Management and Administrative Duties, B. Administrative Duties 3. _________ deals with the moral judgments as determined by a professional organization.

ANS: Ethics DIF: Recall REF: p. 10 OBJ: 7 TOP: II Patient Management and Administrative Duties, B. Administrative Duties 4. The acronym for the professional organization for dental assistants is _________.

ANS: ADAA DIF: Recall REF: p. 12 OBJ: 10 TOP: II Patient Management and Administrative Duties, B. Administrative Duties 5. A student organization for future health professionals endorsed by the U.S. Department of

Education is _________.

ANS: HOSA DIF: Recall REF: p. 13 OBJ: 10 TOP: II Patient Management and Administrative Duties, B. Administrative Duties MATCHING

Match the following ADA code of conduct with its corresponding action. a. Patient autonomy b. Non-maleficence c. Beneficence d. Justice e. Veracity 1.

2.

3.

4.

Keeping knowledge and skills current through continued education Communicating without deception Delivering dental care without prejudice Safeguarding patient privacy

5. Involving patients in treatment decisions 6. Treating the patient in a timely manner 7. Knowing when and under what circumstances the delegation patient care to a dental assistant

is appropriate 8. Placing priority on the patient’s welfare 9. Maintaining intellectual integrity 10. Supporting activities that improve access to dental care for all members of society 1. ANS: B DIF: Recall REF: p. 11 OBJ: 7 TOP: II Patient Management and Administrative Duties, B. Administrative Duties 2. ANS: E DIF: Recall REF: p. 11 OBJ: 7 TOP: II Patient Management and Administrative Duties, B. Administrative Duties 3. ANS: D DIF: Recall REF: p. 11 OBJ: 7 TOP: II Patient Management and Administrative Duties, B. Administrative Duties 4. ANS: A DIF: Recall REF: p. 11 OBJ: 7 TOP: II Patient Management and Administrative Duties, B. Administrative Duties 5. ANS: A DIF: Recall REF: p. 11 OBJ: 7 TOP: II Patient Management and Administrative Duties, B. Administrative Duties 6. ANS: C DIF: Recall REF: p. 11 OBJ: 7 TOP: II Patient Management and Administrative Duties, B. Administrative Duties 7. ANS: B DIF: Recall REF: p. 11 OBJ: 7 TOP: II Patient Management and Administrative Duties, B. Administrative Duties 8. ANS: C DIF: Recall REF: p. 11 OBJ: 7 TOP: II Patient Management and Administrative Duties, B. Administrative Duties 9. ANS: E DIF: Recall REF: p. 11 OBJ: 7 TOP: II Patient Management and Administrative Duties, B. Administrative Duties 10. ANS: D DIF: Recall REF: p. 11 OBJ: 7 TOP: II Patient Management and Administrative Duties, B. Administrative Duties TRUE/FALSE 1. Intraoral duties not outlined in the state’s Dental Practice Act can be performed by a dental

assistant as long as they are completed under direct supervision of the dentist.

ANS: F

It is illegal for a dental assistant to perform duties that are not assigned in the Dental Practice Act. DIF: Application REF: p. 10 OBJ: 8 TOP: II Patient Management and Administrative Duties, B. Administrative Duties 2. Prior to performing any duty identified by OSHA as hazardous, a dental employee must first

take a safety course and pass a test administered by the employer.

ANS: T

Prior to an employee in a dental practice performing any duty that has been identified by OSHA to be hazardous, the employee must first take a safety course and pass a test administered by the employer.

DIF: Application

REF: p. 10

OBJ: 6

TOP: II Patient Management and Administrative Duties, B. Administrative Duties 3. The personal traits of the administrative dental assistant include being skilled and focused on

only the business needs of the practice.

ANS: F

The personal traits of the administrative dental assistant are varied. The assistant should be multiskilled to handle both dental assisting and business needs of any practice or clinic.

DIF: Application REF: p. 10 OBJ: 3 TOP: II Patient Management and Administrative Duties, B. Administrative Duties

Chapter 02: Dental Basics Gaylor: The Administrative Dental Assistant, 6th Edition MULTIPLE CHOICE 1. Nonclinical areas of the dental office include all but which of the following? a. Business office b. Consultation area c. Staff room d. Sterilization area ANS: D

The sterilization area is a clinical area where contaminated instruments are cleaned, packaged, and sterilized. The business office, the doctor’s private office, consultation area, staff room, and the storage area for supplies and records are considered nonclinical, or areas for the business of dentistry, rather than the practice of dentistry (clinical).

DIF: Application REF: p. 39 OBJ: 1 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, B. Identify Basic Oral and Dental Anatomy, Physiology, and Development 2. The skull is divided into two sections: the cranium and the face. How many bones make up

the face? a. 8 b. 10 c. 14 d. 22 ANS: C

The face comprises 14 bones.

DIF: Recall REF: p. 20 OBJ: 2 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, B. Identify Basic Oral and Dental Anatomy, Physiology, and Development 3. What type of tissue forms the gingivae, hard palate, and dorsum of the tongue? a. Masticatory mucosa b. Smooth muscle c. Palatine raphe d. Incisive papilla ANS: A

The masticatory mucosa is thick and dense and is attached tightly to bone, with the exception of the tongue; this type of tissue forms the gums, hard palate, and top of the tongue. Smooth muscle is one of the three types of muscular tissue found within the ―walls‖ of hollow organs, such as blood vessels. The palatine raphe is the seam at the middle of the hard palate. The incisive papilla is a slight elevation of the mucosa at the front extremity of the raphe of the palate.

DIF: Recall REF: p. 23 OBJ: 2 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, B. Identify Basic Oral and

Dental Anatomy, Physiology, and Development 4. The lining type of oral mucosa: a. is thick and not easily injured. b. covers the cheeks, lips, and soft palate. c. is thick and dense. d. is attached tightly to the bone.

ANS: B

Lining mucosa covers the cheeks, lips, and undersurface of the tongue and soft lining mucosa is very thin and can be easily injured. Masticatory mucosa is thick and dense. Masticatory mucosa is attached tightly to the bone.

DIF: Comprehension REF: p. 23 OBJ: 2 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, B. Identify Basic Oral and Dental Anatomy, Physiology, and Development 5. The anterior portion of the tongue is attached to the floor of the mouth by ____________. a. the buccal frena. b. the labial frena. c. the lingual frenum. d. the mandibular mucous membrane.

ANS: C

The tongue is anchored to the floor of the mouth by the lingual frenum. The buccal frena connect the cheek to the gingiva. The labial frena connect the lips to the gingival tissue.

Mucous membrane covers the inside of the cheeks and gingiva.

DIF: Recall REF: p. 20 OBJ: 2 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, B. Identify Basic Oral and Dental Anatomy, Physiology, and Development 6. A patient is being provided with information on the importance of prompt treatment of dental

caries. Which of the following statements by the patient would indicate that more teaching is necessary? a. ―Tooth decay should be stopped before it reaches the pulp and the condition becomes reversible and the nerve dies.‖ b. ―The problem can be corrected by removing the decay and replacing it with a filling.‖ c. ―Tooth decay is caused by bacteria, which need to be treated with antibiotics.‖ d. ―Tooth decay is a progressive disease that can invade the pulp of the tooth.‖ ANS: C

Although tooth decay is caused by bacteria, the process can be stopped by removing the carious lesion and replacing lost tooth structure with dental material; the patient who believes that antibiotic therapy can treat tooth decay will need additional education.

DIF: Application REF: p. 25 OBJ: 5 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 7. The living, cellular substance of the tooth is known as:

a. b. c. d.

gingivae. cementum. enamel. dentin.

ANS: D

Dentin is a living cellular substance similar in structure to bone; it makes up the bulk of the tooth. Gingiva is masticatory mucosal tissue that surrounds the teeth. Cementum is a thin, hard covering of the root surface of a tooth. Enamel is a hard, mineralized substance that covers the crown of the tooth.

REF: p. 24 OBJ: 2 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, B. Identify Basic Oral and Dental Anatomy, Physiology, and Development 8. Blood vessels and nerves enter the tooth through the: a. pulp chamber. b. apical foramen. c. mandibular arch. d. pulp cavity.

ANS: B

Blood vessels and nerves enter the tooth through the apical foramen (a small opening) at the apex (tip) of the root. The pulp chamber is in the center of the crown. The mandibular arch is the lower section of the anatomical structure of the mouth. The pulp cavity is another name for the root canal.

DIF: Recall REF: p. 24 OBJ: 2 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, B. Identify Basic Oral and Dental Anatomy, Physiology, and Development 9. Teeth are characterized by their shape and function. Which of the following classifications

may be described as very strong with sharp points, designed for grasping and tearing food? a. Cuspids b. Central incisors c. Bicuspids d. Lateral incisors ANS: A

Cuspids are very strong and have a sharp point (cusp). These teeth are designed for grasping and tearing food. Central incisors are characterized by thin, sharp incisal edges that aid in food cutting. Bicuspids are the second premolar teeth; they have flat surfaces with rounded projections and are used for grinding and crushing. Lateral incisors are characterized by thin, sharp incisal edges that aid in food cutting.

DIF: Recall REF: p. 26 OBJ: 2 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, C. Demonstrate an Understanding of Charting 10. Deciduous teeth or primary dentition is usually completely replaced with permanent teeth by

what age? a. 7–9

b. 9–11 c. 11–13 d. 15 ANS: B

All deciduous or primary teeth are usually replaced between ages 9 and 11. The central and lateral incisors are replaced between ages 6 and 9. The second molars erupt between ages 11 and 13. By age 15, some adolescents have third molars in place, although others may not have erupted third molars until age 23.

REF: p. 27 OBJ: 2 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, C. Demonstrate an Understanding of Charting 11. The numbering system that is primarily used in pediatric and orthodontic dentistry is the: a. Universal numbering system. b. ISO Numbering System. c. FDI Numbering System. d. Palmer System.

ANS: D

The Palmer or Symbolic Numbering System assigns a number to each tooth in a quadrant.

Quadrants are differentiated by symbols. This system is primarily used in orthodontic and pediatric dentistry. The Universal numbering system was developed in the United States to ensure consistency in identifying individual teeth. The ISO System (also called the FDI Numbering System) is widely used in countries other than the United States. The FDI Numbering System (also called the ISO System) is widely used in countries other than the United States.

DIF: Recall REF: p. 29 OBJ: 3 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, C. Demonstrate an Understanding of Charting 12. Which of the following charting symbols indicates a completed amalgam restoration? a. Outlined with crosshatch lines b. Outlined in red c. Colored solid blue d. Outlined and dotted ANS: C

A solid blue coloring indicates a completed amalgam restoration. Stainless steel crowns are outlined with crosshatch lines drawn. Dental caries are outlined in red. A composite restoration is represented by outlining and dotting.

DIF: Recall REF: p. 30 OBJ: 4 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, C. Demonstrate an Understanding of Charting 13. A dental prophylaxis includes: a. replacing missing teeth with an artificial tooth or teeth. b. restoring the function of posterior teeth. c. providing thin coverage on facial surfaces.

d. removing stains, deposits, and polishing teeth.

ANS: D

During dental prophylaxis, the dentist or dental hygienist removes stains and deposits and polishes teeth. Prosthetic procedures include replacing missing teeth with an artificial tooth or teeth. Amalgam restorations are used to restore the function of posterior teeth.

Veneer crowns offer thin coverage on facial surfaces with only a cast composite or resin material.

DIF: Recall REF: p. 33 OBJ: 5 TOP: CDA, General Chairside, II. Patient Management and Communication, A. Patient Management and Communication 14. A patient indicates she is scheduled for a root canal. The correct dental term for this procedure

is: a. b. c. d.

surgical extraction. endodontic procedure. cast crown restoration. pontic.

ANS: B

A root canal is also known as an endodontic procedure. Surgical extractions involve removal of teeth by cutting away tissue and possibly bone. A cast crown requires a two-step procedure to restore the function of a tooth when a large amount of tooth structure is removed. A pontic is an artificial replacement for a missing tooth or teeth that is soldered to the abutment teeth.

DIF: Recall REF: p. 36 OBJ: 5 TOP: CDA, General Chairside, II. Patient Management and Communication, A. Patient Management and Communication 15. Health and safety in the dental office must be ensured in accordance with OSHA regulations.

The administrative dental assistant who would not be assigned to an area of potential exposure would be classified as which category(ies)? a. Category I b. Category II c. Categories I and II d. Category III ANS: D

An administrative dental assistant who will never be assigned to work in the clinical area may fall into Category III. Dental office employees may be classified as Category I or II depending on their job classification.

DIF: Recall REF: p. 39 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 16. OSHA has mandated that scrubs or uniforms worn during dental treatment cannot be worn

outside the dental office. The dental assistant is responsible for bringing the contaminated clothing home to have it laundered. a. The first statement is true; the second statement is false. b. The first statement is false; the second statement is true.

c. Both statements are true. d. Both statements are false.

ANS: A

Clothing worn during dental treatment cannot be worn outside the dental office, as mandated

by Occupational Safety and Health Administration. The dentist should provide a laundry service so the assistant is not required to laundry contaminated uniforms at home.

DIF: Recall REF: p. 17 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 17. In which of the following rooms (or areas) are contaminated instruments cleaned, packaged,

and prepared for reuse? a. Treatment room b. Darkroom c. Laboratory area d. Sterilization area ANS: D

The sterilization area is designated for the cleaning, packaging, and sterilization of contaminated instruments.

DIF: Recall REF: p. 19 OBJ: 1 TOP: CDA, Infection Control, III Instrument/Device Processing, A. Demonstrate an Understanding of Processing of Reusable Dental Instruments and Devices 18. Which of the following statements is true? a. Sterile instrument packages may be opened in the sterilization area for treatment

tray assembly, as long as they are placed on trays in the ―clean area.‖ b. Sterile instrument packages should be opened only in the treatment room in the

presence of the patient. c. Sterile instrument packages may be opened in the sterilization area for treatment

tray assembly, as long as an unfolded patient napkin covers the instruments. d. Sterile instrument packages should be opened only in the treatment room in the

presence of the dentist.

ANS: B

Sterilized instruments should remain packaged and opened only in the presence of the patient, in the treatment room.

DIF: Application REF: p. 19 OBJ: 1 TOP: CDA, Infection Control, III Instrument/Device Processing, A. Demonstrate an Understanding of Processing of Reusable Dental Instruments and Devices 19. The oral mucosa that covers the soft palate is _______. a. lining mucosa b. masticatory mucosa c. gingival mucosa d. masticatory mucosa and gingival mucosa ANS: A

Lining mucosa covers the cheeks, lips, underside of the tongue, vestibule, and soft palate.

DIF: Recall REF: p. 23 OBJ: 2 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, B. Identify Basic Oral and Dental Anatomy, Physiology, and Development 20. The root of each tooth is covered by a thin, hard shell. What is this covering called? a. Enamel b. Dentin c. Cementum d. Cervix ANS: C

The cementum covers the root surface with a thin, hard shell. Enamel covers the crown, not the root, of the tooth. Dentin makes up the bulk of the tooth, whereas cementum covers the root surface of the dentin. The cervix is the neck of the tooth, not the substance covering the root of the tooth.

DIF: Recall REF: p. 24 OBJ: 2 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, B. Identify Basic Oral and Dental Anatomy, Physiology, and Development 21. Which of the following best classifies an 8-year-old patient with both adult and baby teeth? a. Primary dentition b. Permanent dentition c. Mixed dentition d. Adolescent dentition ANS: C

The presence of baby (primary) teeth and adult (permanent) teeth defines a mixed dentition.

While an adolescent is the patient who most likely would present with a mixed dentition, adolescent dentition is not a recognized dental term.

DIF: Application REF: p. 26 OBJ: 3 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, C. Demonstrate an Understanding of Charting 22. The surface of a tooth that faces the tongue or the inside of the mouth is termed: a. mesial. b. distal. c. lingual. d. labial.

ANS: C

The lingual surface of a tooth faces the inside of the mouth (tongue).

DIF: Recall REF: p. 26 OBJ: 2 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, C. Demonstrate an Understanding of Charting 23. Dental decay that has spread from the flat chewing surface of a posterior tooth to the surface

that touches the cheek would be charted as:

a. b. c. d.

bucco-occlusal. distoincisal. linguo-occlusal. meso-occlusodistal.

ANS: A

A bucco-occlusal surface combination is inclusive of the flat chewing surface of a posterior tooth and the tooth surface that touches the cheek.

DIF: Application REF: p. 27 OBJ: 4 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, C. Demonstrate an Understanding of Charting 24. Which of the following is the Universal number for a tooth with this notation: 1? a. 23 b. 5 c. 21 d. 9 ANS: D

Tooth 9 in the Universal numbering system is tooth 1 in the Symbolic Numbering System.

DIF: Application REF: p. 28 OBJ: 3 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, C. Demonstrate an Understanding of Charting 25. Which of the following is not a restorative procedure? a. Fluoride treatment b. Cast crown c. Amalgam filling d. Inlay ANS: A

A fluoride treatment is a preventative, rather than restorative, dental procedure. Cast crowns are classified as a restorative procedure. Amalgam fillings are classified as a restorative procedure. Inlays are classified as a restorative procedure.

DIF: Application REF: p. 33 OBJ: 5 TOP: CDA, General Chairside, III. Four-Handed Chairside Dentistry, A. Demonstrate an Understanding of Four-Handed Dentistry Techniques 26. Which permanent teeth are the first to erupt? a. Lateral incisors b. Canines c. First molars d. First premolars ANS: C

First molars are the first permanent tooth erupts at ages 6–7. Lateral incisors erupt at 7–9 years of age. Canines erupt at 9–10 years of age. First premolars erupt at ages 9–11.

DIF: Recall REF: p. 27 OBJ: 3 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, C. Demonstrate an

Understanding of Charting 27. Which of the following statements is correct regarding the exposing of dental radiographs? a. All states mandate a licensing procedure. b. A national licensing procedure covers all healthcare workers. c. Each state mandates regulations requiring education, licensure, certification, or

examination. d. OSHA stipulates both education and licensing requirements.

ANS: C

Each state mandates regulations requiring education, licensure, certification, or examination.

The Dental Practice Act in all states regulates the taking of dental radiographs. Some states do require a licensing procedure, others do not. No national license is available. OSHA does not stipulate education or licensing requirements.

DIF: Application REF: p. 38 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 28. Which of the following terms describes the current trend in dentistry requiring employees to

be trained in more than one aspect of assisting? a. Cross-training b. Administrative assisting c. Multifunctioning d. Occasional task facilitation ANS: C

With cross-training, the administrative dental assistant can, when needed, perform basic chairside duties, and the chairside assistant can perform common functions in the front office.

An administrative dental assistant can, when needed, perform basic chairside duties, through cross-training. Cross-training implies educating a dental assistant to handle multiple functions.

Cross-training implies educating a dental assistant to occasionally handle other duties of the dental assistant.

DIF: Application REF: p. 37 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 29. The term ―surgical extraction‖ implies which of the following? a. The need to remove bone and cut tissue along with the extraction. b. Can only be performed by a specialist called an oral surgeon. c. A procedure that can be performed by a general dentist. d. The need to remove bone and cut tissue along with the extraction and a procedure

that can be performed by a general dentist.

ANS: C

A surgical extraction means that bone needs to be removed or tissue cut in order to extract a tooth. Both a simple and surgical extraction can be performed by a general dentist. Extensive procedures may require the use of general anesthesia and the expertise of an oral maxillofacial surgeon. A surgical extraction can be performed by a general dentist; however, extensive procedures may require the use of general anesthesia and the expertise of an oral and maxillofacial surgeon.

DIF: Application REF: p. 36 OBJ: 5 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 30. The chart on which circles are used to represent teeth is called by which of the following

term? a. Anatomical chart b. Geometric chart c. Universal numbering system d. Symbolic Numbering System ANS: B

The geometric chart uses circles to represent teeth, which are divided into sections that represent the surfaces of the teeth. The anatomical chart uses anatomical representation of the teeth. Universal numbering system, the Palmer System, and Symbolic Numbering System do not use geometric shapes.

DIF: Application REF: p. 29 OBJ: 3 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, C. Demonstrate an Understanding of Charting 31. Which of the following tasks would not be asked of an administrative dental assistant? a. Review toothbrush instructions with a patient. b. Communicate with a dental laboratory technician. c. Speak with a pharmacist. d. Present a treatment plan.

ANS: D

During a typical day, an administrative dental assistant may be asked to explain a procedure to a patient, provide postoperative instructions, review toothbrushing instructions, answer patient questions, communicate instructions to a dental laboratory technician, speak to a pharmacist, refer a patient to a specialist, or speak to other dental professionals. The presentation of a treatment plan is not a task completed by an administrative dental assistant.

DIF: Recall REF: p. 15 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 32. An understanding dental terms is needed in order to carry out which of the following tasks? a. Appointment scheduling b. Insurance coding c. Clinical chart management d. All are correct ANS: D

A lack of understanding of dental terms, makes it very difficult to carry out the fundamental duties of a dental assistant, such as appointment scheduling, insurance coding, clinical chart management, and billing. Therefore, a basic understanding of the dental language—the terms used to identify procedures, dental materials, and equipment—is essential to successful communication.

DIF: Recall REF: p. 15 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 33. The ideal place in a dental office to deliver personal or sensitive with a patient information is

which of the following? a. Reception area b. Consultation area c. Treatment room d. Business office ANS: B

When privacy is needed, such as when one is interviewing patients, establishing financial agreements, or speaking with patients about private matters, an area away from other patients is recommended (Figure 2-4).

DIF: Recall REF: pp. 15, 16 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 34. The segment of a dental arch when divided into six sections is referred to as which of the

following? a. Sextant b. Quadrant c. Periodontal chart d. Restoration chart ANS: A

Dental arches are sometimes divided into sextants (six sections). Each section is called a sextant. While this method of division is most commonly used in periodontal evaluations, the segment of division is referred to as a sextant. A quadrant is one-quarter of the dentition.

DIF: Application REF: p. 26 OBJ: 3 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, C. Demonstrate an Understanding of Charting 35. The act of chewing and grinding food is referred to as which of the following? a. Occlusion b. Malocclusion c. Mastication d. Salivation ANS: C DIF: Application REF: pp. 26, 30 OBJ: 2 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, B. Identify Basic Oral and Dental Anatomy, Physiology, and Development 36. Which of the following dental conditions would be charted in red on a dental chart? a. Rotated teeth b. Completed endodontic therapy c. Extracted teeth d. Fracture

ANS: D

Rotated teeth, completed endodontic therapy, and extracted teeth are charted in blue or black, indicating conditions that do not require treatment. A fracture, indicating a condition requiring treatment, would be charted in red.

DIF: Recall REF: p. 31 OBJ: 4 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, C. Demonstrate an Understanding of Charting 37. The initials SS in red on a dental charting indicates which of the following? a. A simple silicate restoration that needs to be restored. b. A stainless steel crown that has been replaced. c. A stainless steel crown that needs to be placed. d. A veneer that needs to be placed on the facial surface.

ANS: C

Work to be completed is identified by writing SS in red on the crown of the tooth. A stainless steel crown that has been replaced is charted in blue.

DIF: Recall REF: p. 30 OBJ: 4 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, C. Demonstrate an Understanding of Charting 38. A vertical red line drawn through a tooth on a dental chart indicates which of the following? a. An extraction b. A missing tooth c. Endodontic therapy indicated d. Periodontal abscess ANS: C

When endodontic therapy is indicated, a red vertical line is drawn through each root (approximating the root canal). An extraction or a missing tooth is indicated by an X; a periodontal abscess is noted by a red circle at the root apex.

DIF: Recall REF: p. 31 OBJ: 4 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, C. Demonstrate an Understanding of Charting 39. During a dental charting, the dental assistant is instructed to place a symbol for a small blister

on the vermillion border. On which of the following areas should the symbol be placed? a. At the labial frena b. On the palatine fossa c. On the border of the lip and the face d. On the dorsum of the tongue ANS: C

The vermilion border represents the junction of the tissue of the face with the mucous membrane of the lips. The labial frena connect the lips to gingival tissue. The palatine fossa is at the back of the throat. The dorsum of the tongue does not have a vermillion boarder.

DIF: Recall REF: p. 20 OBJ: 4 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, C. Demonstrate an

Understanding of Charting COMPLETION 1. A fractured tooth should be color-coded in the patient’s chart, in ______, to indicate a

condition that requires treatment.

ANS: red DIF: Recall REF: p. 31 OBJ: 4 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, C. Demonstrate an Understanding of Charting MATCHING

Match each of the following terms with its corresponding definition. a. Cranium b. Oral cavity c. Commissures d. Buccal vestibule e. Labial frena f. Diastema g. Amylase h. Rugae i. Uvula j. Oral mucosa 1.

2.

3.

4.

5.

6.

7.

8.

9.

10.

The corners of the mouth, where upper and lower lips meet The space between two neighboring (adjacent) teeth that do not touch each other Folds of tissue located on the hard palate Eight bones that form a protective structure for the brain A projection of tissue hanging from the soft palate The junction of the mucous membrane of the cheek and the gingiva The tissue that lines the oral cavity The salivary enzyme that begins the digestive process The beginning of the digestive system A strip of tissue connecting two structures

1. ANS: C DIF: Recall REF: p. 20 OBJ: 2 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, B. Identify Basic Oral and Dental Anatomy, Physiology, and Development MSC: The lips surround the opening to the oral cavity. The corners of the mouth, where the upper and lower lips meet, are the commissures.

2. ANS: F DIF: Recall REF: pp. 20, 31 OBJ: 2 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, B. Identify Basic Oral and Dental Anatomy, Physiology, and Development MSC: When the maxillary labial frenum is too thick or wide, it keeps the two front teeth from coming into contact. This creates a diastema.

3. ANS: H DIF: Recall REF: p. 22 OBJ: 2

4.

5.

6.

7.

8.

9.

10.

TOP: CDA, General Chairside, I. Patient Preparation and Documentation, B. Identify Basic Oral and Dental Anatomy, Physiology, and Development MSC: The hard palate, or roof of the mouth, is covered with masticatory mucosa. Located within the hard palate are the rugae, or folds of tissue, behind the maxillary anterior teeth.

ANS: A DIF: Recall REF: p. 20 OBJ: 2 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, B. Identify Basic Oral and Dental Anatomy, Physiology, and Development MSC: The cranium consists of eight bones that form a protective structure for the brain, and the face consists of 14 bones.

ANS: I DIF: Recall REF: p. 22 OBJ: 2 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, B. Identify Basic Oral and Dental Anatomy, Physiology, and Development MSC: The soft palate is the posterior continuation of the hard palate. The soft and flexible region located on the back (posterior) of the soft palate is the uvula, which is a projection of tissue that hangs in the center of the throat. Both the soft palate and the uvula move upward during swallowing to direct food downward into the oropharynx and not upward into the nasal cavity.

ANS: D DIF: Recall REF: p. 20 OBJ: 2 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, B. Identify Basic Oral and Dental Anatomy, Physiology, and Development MSC: The junction of the mucous membrane of the cheek and the gingiva is the buccal vestibule.

ANS: J DIF: Recall REF: p. 23 OBJ: 2 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, B. Identify Basic Oral and Dental Anatomy, Physiology, and Development MSC: The tissue that lines the oral cavity is the oral mucosa.

ANS: G DIF: Recall REF: p. 22 OBJ: 2 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, B. Identify Basic Oral and Dental Anatomy, Physiology, and Development MSC: The salivary glands produce saliva, which provides moisture for the mucous membrane, lubricates food, cleans the teeth, supplies an enzyme (amylase) that begins the digestive process, and is the source of minerals (fluorides, calcium, and phosphate) needed for the remineralization of tooth structure.

ANS: B DIF: Recall REF: p. 20 OBJ: 2 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, B. Identify Basic Oral and Dental Anatomy, Physiology, and Development MSC: This cavity is regarded as the beginning of the digestive system; it contains sensory receptors, is used to create speech patterns, and serves as a vehicle for human pleasure and as a weapon that can be used for defense (both verbal and physical).

ANS: E DIF: Recall REF: p. 20 OBJ: 2 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, B. Identify Basic Oral and Dental Anatomy, Physiology, and Development MSC: The frenum (plural, frena) is a strip of tissue that connects two structures. Five frena are located in the oral cavity.

TRUE/FALSE 1. Untreated gingivitis can develop into periodontal disease (destruction of bone and tissue) and

eventually, tooth loss.

ANS: T

When untreated, gingivitis can progress into periodontal disease. Untreated periodontal disease can lead to tooth loss.

DIF: Recall REF: p. 23 OBJ: 2 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, B. Identify Basic Oral and Dental Anatomy, Physiology, and Development

Chapter 03: Communication Skills and Tools Gaylor: The Administrative Dental Assistant, 6th Edition MULTIPLE CHOICE 1. The communication process consists of five elements. Which element is responsible for

providing feedback? a. The sender b. The medium c. The message d. The receiver ANS: D

The receiver provides feedback to the sender. The sender has an idea that must be shared with another person or group. The medium or channel is where the message is placed. The message is the translation of the idea.

DIF: Comprehension REF: p. 42 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 2. A patient is scheduled for an appointment, which has been delayed because another patient

needs an emergency procedure. You notice that the patient who is waiting is sitting with arms and legs tightly crossed and fists clenched. What nonverbal communication is the patient exhibiting? a. Tenseness b. Embarrassment c. Anger d. Mistrust ANS: C

Crossing arm and legs, clenching fists, and sitting in a very tight manner manifest anger.

Tenseness (a nonverbal message) can be demonstrated by failure to make eye contact, covering the mouth, fidgeting, and clutching chair arms. Embarrassment (a nonverbal message) can be demonstrated by failure to make eye contact, covering the mouth, fidgeting, and clutching chair arms. Mistrust (a nonverbal message) can be demonstrated by failure to make eye contact, covering the mouth, fidgeting, and clutching chair arms.

DIF: Application REF: p. 43 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 3. If the receiver is not hearing or understanding the message as it was intended, it is said that: a. the message does not have credibility. b. the sender is not sincere. c. some barrier is preventing effective communication. d. the communication lacks a medium.

ANS: C

Some barrier to communication occurs when the message does not reach the receiver.

Credibility is the weight that is put on a message according to the status of the sender.

Sincerity can be perceived when barriers are removed. When a message lacks a medium, no vehicle is available for transmission.

DIF: Recall REF: p. 45 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 4. Which of the following is a quality of a good listener? a. Changes to a different subject. b. Maintains eye contact with the sender. c. Reaches a conclusion before the message is complete. d. Is physically distracting.

ANS: B

Maintaining eye contact with the sender is a quality of a good listener. Changing the subject is a characteristic of a poor listener. Coming to conclusions before the message is complete is a characteristic of a poor listener. Being physically distracting is a characteristic of a poor listener.

DIF: Recall REF: p. 47 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 5. Terminology used in the dental office may have positive or negative connotations. Which of

the following terms may be perceived as negative? a. Change in schedule b. Statement c. Fee d. Remind ANS: D

Remind is a negative term that can be replaced by use of the positive term confirm. Change in schedule is a positive replacement for cancellation. The term statement replaces the term bill.

The term fee replaces the term price.

DIF: Application REF: p. 48 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 6. The administrative dental assistant who answers the phone is taking the following actions.

Which one would not be considered professional telephone manners? a. Speaks in a clear distinct voice. b. Answers in four rings and asks the caller if he or she can please hold. c. Identifies the dental practice by name. d. Hangs up after the caller does.

ANS: B

Calls should be answered in three rings, and one should try not to put the caller on hold.

Speaking in a clear voice is an example of professional telephone manners. Identifying the dental practice is an example of professional telephone manners. Hanging up after the caller does is an example of professional telephone manners.

DIF: Recall REF: p. 50 OBJ: 8 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 7. A communication tool developed to create a positive image and avoid misunderstanding that

should be used with new patients so that all information is conveyed is known as: a. initial feedback. b. active scripts. c. positive dental terminology. d. professional telephone manners.

ANS: B

Active scripts are phrases developed to provide consistent information to patients. Initial feedback is given by the receiver back to the sender when a message is received.

Positive dental terms are those used to replace negative terms when one is communicating with patients. Professional telephone techniques are used when one is answering the phone in a manner appropriate for a business office.

DIF: Recall REF: p. 49 OBJ: 8 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 8. A patient who covers his or her mouth most likely is communicating which nonverbal

message? a. Tenseness b. Anger c. Fearfulness d. Embarrassment ANS: D

A patient who is embarrassed may attempt to conceal his or her mouth. A patient who attempts to conceal his or her mouth is nonverbally communicating embarrassment, not tenseness, anger, or fear.

DIF: Recall REF: p. 43 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 9. While you are on the phone with a patient, Mr. Jones arrives for his appointment and takes a

seat in the reception area. Which of the following is the recommended action? a. Immediately conclude the phone call and greet Mr. Jones. b. Acknowledge Mr. Jones with a smile and complete the phone call as soon as possible. Once you’ve hung up, greet Mr. Jones. c. Because the patient on the phone called before Mr. Jones arrived, continue the phone conversation, and greet Mr. Jones when it is his turn. d. Mr. Jones will approach you if he needs your assistance. No acknowledgement is

necessary.

ANS: B

A simple smile can go a long way in acknowledging a patient. Complete the phone call as soon as possible, and warmly greet the waiting patient. Conclude the phone conversation as soon as possible but avoid upsetting the patient on the phone by concluding the call too briskly. Acknowledging the waiting patient with a smile will send the nonverbal message that you are aware of his or her arrival. Acknowledging each patient as he/she arrives will make him/her more comfortable.

DIF: Recall REF: p. 43 OBJ: 8 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 10. Sincerity is best communicated when barriers (objects that come between the team member

and the patient) are removed. When sincerity is communicated, the patient is more likely to participate in the conversation as an equal with the team member. a. The first statement is true; the second statement is false. b. The first statement is false; the second statement is true. c. Both statements are true. d. Both statements are false.

ANS: C

Both statements are true: A sincere message is communicated more effectively when barriers are removed, allowing the patient to feel that he/she is on the same level as the team member.

DIF: Recall REF: p. 44 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 11. Which of the following is not an example of interpersonal communication? a. A face-to-face conversation b. A telephone conversation c. A voice mail message d. A video conference ANS: C

Interpersonal communication (face-to-face, telephone, and video conferencing) takes place in real time. A voice mail message is not an example of real time or interpersonal communication. A face-to-face conversation is an example of interpersonal communication. A telephone conversation is an example of interpersonal communication. Video conferencing is an example of interpersonal communication.

DIF: Comprehension REF: p. 44 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 12. _______ is a change in the meaning of a word. a. Jargon b. Semantics c. Dialect d. Lingo

ANS: B

Semantics is a change in the meaning or context of a word. Jargon, dialect, and lingo refer to the use of speech.

DIF: Recall REF: p. 44 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 13. In effective communication, the sender of the message is responsible for _______. a. selecting the best medium for the message b. listening to the complete message c. initiating feedback d. completing the message transfer before changing the subject ANS: A

To communicate effectively, the sender of the message must select the best medium (verbal, nonverbal) for the message. Listening to the complete message is the responsibility of the receiver, not the sender of the message. Initiating feedback is the responsibility of the receiver, not the sender of the message. Completing the message transfer before changing the subject is the responsibility of the receiver, not the sender of the message.

DIF: Recall REF: p. 45 OBJ: 7 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 14. Which of the following speech techniques will present a positive telephone image? a. Speaking in a very soft, low voice b. Speaking slowly c. Speaking in a high-pitched tone d. Speaking mechanically with repetition ANS: B

One factor in developing a positive telephone image is how quickly the message is conveyed.

The rate of message transmission must be slow, so the receiver can understand the full message. Speaking too softly can create a negative telephone image. Speaking in a high-pitched tone can create a negative telephone image. Speaking mechanically with repetition can create a negative telephone image.

DIF: Recall REF: p. 46 OBJ: 8 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 15. When leaving a voice mail message, which of the following is not recommended? a. Relay pertinent personal health information. b. Identify yourself. c. Leave a return number. d. Specify the type of response you want.

ANS: A

PHI (personal health information) should never be released in a voice mail message.

Identifying yourself and the office is recommended when leaving a voice mail message.

Leaving a return number is recommended when leaving a voice mail message. Specifying the type of response you want is recommended when leaving a voice mail message.

DIF: Recall REF: p. 47 OBJ: 8 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 16. Which of the following nonverbal cues should be practiced with caution? a. Smiles b. Touch c. Sincerity d. All are correct ANS: B

Touch can convey a message of understanding and reassurance, but it should be employed with caution—some patients may not welcome the gesture.

DIF: Recall REF: p. 50 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 17. Which of the following is the recommended technique for conveying a message when the

receiver of the message is tired, angry, preoccupied, or in pain? a. Wait to convey the message. b. Rephrase the message. c. Select a different medium for the message. d. All are correct.

ANS: D

The timing of a message is critical in the transfer of information. To effectively communicate, the sender of a message may need to consider waiting, rephrasing the message, or selecting a different medium for the message when the receiver is tired, angry, preoccupied, or in pain.

DIF: Recall REF: p. 43 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 18. Communication in a dental practice can be characterized by all of the following examples

except which of the following? a. A patient asks for the typical fee of an amalgam restoration. b. A patient tells a neighbor about the wonderful service offered at your practice. c. A dentist and dental assistant discuss the equipment needed for a given procedure. d. A dentist writes a case note to a specialist.

ANS: B

Dental communication can be classified in four specific types: Communication from the patient to the dental professional, from the dental professional to the patient, between dental professionals, and from dental professional to outside the practice but in the healthcare system (specials, laboratory technicians, pharmacists, and physicians).

DIF: Recall REF: p. 46 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 19. In the course of conversation with a patient regarding an overdue bill as you are attempting to

present payment options, the patient interrupts you many times. He stands with his arms crossed, tapping his foot, and leaning against the desk. Before you can address payment options he says, ―Well, I guess that you will be contacting your attorney.‖ Based on this scenario, you might suspect the problem to be which of the following? a. Poor listening skills b. Hostile attitude c. Embarrassment d. Lack of sleep ANS: A

Although this patient may appear hostile, even embarrassed, or possibly sleep deprived, one of the hallmarks of a poor listener is constant interruption of the message sender, poor posture, and coming to a conclusion before the message can be sent.

DIF: Recall REF: p. 45 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 20. At the end of a phone conversation, which of the following demonstrates a correct protocol? a. At the end of the conversation, simply say ―Goodbye.‖ b. Be the first to quickly and quietly disconnect the call. c. At the end of the conversation, summarize the call. d. Wait until the person you called says goodbye, then disconnect the call.

ANS: C

Always summarize the conversation including whatever next steps are anticipated by you or by the patient. Once both parties understand and agree, then thank the caller and say goodbye prior to disconnecting the call.

DIF: Recall REF: p. 44 OBJ: 8 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 21. Which of the following should be done when a wrong number is reached? a. ―Oops. Sorry. Wrong number. Have a nice day.‖ b. ―I apologize for the inconvenience. What number have I reached?‖ c. I apologize for the call. Have I reached (repeating the number you think you were

dialing)?‖ d. Simply disconnect the call.

ANS: C

When a wrong number is reached, apologize for the error and verify the number. Never ask receiving parties their telephone numbers; instead, you should repeat the number you called.

DIF: Recall REF: p. 46 OBJ: 8 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication

22. A patient wishes to speak to the dentist. What is the proper response? a. ―I will be happy to take your name and number and any message you want to leave

for a return call.‖ b. ―I am not sure he is in. Can I help you?‖ c. ―I am sorry he is busy. Please call back later (stating the best time.)‖ d. ―Dr. takes personal calls at lunchtime. That is the best time to reach him. Can you

call back then?‖ ANS: A

Being a conduit for messages for any of the dental team is the job of the administrative dental assistant. Be prepared to take a message by having a message pad and pencil next to all telephones used for incoming calls. Callers need not be dismissed with phrases such as the dentist is busy, or that you are not sure if he/she is in. The dentist should be the one to return the call if at all possible.

DIF: Recall REF: p. 50 OBJ: 8 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 23. A patient has called and asks you a question to which you do not know the answer. Which of

the following is the best response? a. ―I am sorry I don’t know that. Let me see if another staff member knows.‖ Place the call on hold and return with the answer. b. ―I am not sure. May I check on that for your and call you back?‖ c. ―I have no idea! Why do you need to know?‖ d. ―When is a good time to call you back, because I have no idea what you are talking about.‖ ANS: B

While an administrative assistant is not expected to know the answers to every question asked of them, they are expected to handle the request in a professional manner, no matter how far-afield the question is. Stating simply that you are not sure of the information and would like to have the opportunity to research the answer and call them back at a time they specify is an appropriate protocol. The patient should never be made to feel as if their question is silly or little importance.

DIF: Recall REF: p. 51 OBJ: 5 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication COMPLETION 1. To convey professionalism, the telephone should be answered within _______ rings.

ANS: three DIF: Recall REF: p. 50 OBJ: 8 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication

2. _______ block(s) effective communication because assumptions are made based on

nonfactual information.

ANS:

Stereotyping Stereotyping is a barrier to effective communication because assumptions are made based on nonfactual information. Credibility is incorrect. Assumptions made using nonfactual information—stereotyping—can impede effective communication.

DIF: Recall REF: p. 45 OBJ: 5 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 3. The weight that is put on a message according to the status, or qualifications, of the person

who is sending the message is referred to as _______________.

ANS:

Credibility Credibility is the weight that is put on a message according to the status, or qualifications, of the person who is sending the message. Barriers to the message can be created when the receiver believes that the sender does not have the credibility needed to send the message.

Jargon refers to specialized words, acronyms (groups of initials), and other sayings that are unique to the profession. Semantics is a change in the meaning of a word. A preconceived idea changes the way a message is received and can be a barrier to communication.

DIF: Recall REF: p. 45 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 4. ____________________ can present a barrier to communications when the sender and the

receiver do not have a common understanding.

ANS:

Culture Culture can present a barrier to communications when the sender and receiver do not have a common understanding. Culture is commonly defined as a group (racial, religious, social, work) who share the same beliefs and values. Culture is passed down from generation to generation and each culture can have many sub-cultures. These beliefs and values form the way we think and behave. Cultures can have different meanings for words, behaviors, and gestures.

DIF: Recall OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 5. Using a large toothbrush and model to teach toothbrushing to a patient is a form of

_________________ communication.

ANS:

Visual Visual communication is a form of communicating where a message is conveyed with the help of visual aids. For example, when designing a practice website, the designer may incorporate pictures, symbols, colors, links, and videos to help the viewer understand the message visually. A dental assistant may use a large toothbrush and model, as visual aids, to teach toothbrushing to a patient. When using visual communications (in any form), the basic elements of the communication process still need to be present. An idea is shared, a message is formed (using text and visual aids), it is placed on the proper medium or channel, the message is received by the receiver, and feedback is provided.

DIF: Recall OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication MATCHING

Effective communication requires participation from both the sender and the receiver of the message. Match the following participants (sender/receiver) with their corresponding responsibilities. a. Sender b. Receiver 1.

2.

3.

4.

5.

Initiate feedback Formulate a clear and concise message Use an appropriate transfer method Listen to feedback to make certain the message was received and understood Be a good listener

1. ANS: B DIF: Recall REF: p. 47 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication MSC: Feedback is the method used by the receiver to determine whether the message the sender sent was received and understood by the receiver.

2. ANS: A DIF: Recall REF: p. 46 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication MSC: Responsibilities of the Sender, Formulate a message (clear, concise, and complete) 3. ANS: A DIF: Recall REF: p. 46 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication MSC: Responsibilities of the Sender, Use an appropriate transfer method (interpersonal, written).

4. ANS: A DIF: Recall REF: p. 46 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication MSC: Responsibilities of the Sender, Listen to feedback to ensure that the message was received and understood.

5. ANS: B DIF: Recall REF: p. 47 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication

TRUE/FALSE 1. In a recent study, tone of voice was a more significant factor in the interpretation of a message

than body language.

ANS: F

In a recent study, body language accounted for 55% of the interpretation of a message, while tone of voice accounted for 38%.

DIF: Recall REF: p. 45 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 2. Personal calls and the use of cellphones are appropriate during business hours when made in

the staff lounge but not in the reception areas.

ANS: F

Personal calls and the use of cellphones are never appropriate during working hours. From time to time, it may be necessary to place a personal call during working hours. When this happens, make the call during your break or lunch time.

DIF: Comprehension REF: p. 51 OBJ: 8 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication

Chapter 04: Written Correspondence and Electronic Communication Gaylor: The Administrative Dental Assistant, 6th Edition MULTIPLE CHOICE 1. Written correspondence in the dental office includes all but which of the following? a. Business letters b. Monthly newsletters c. Patient brochures d. Purchase orders ANS: D

A purchase order is used to obtain supplies and is not considered correspondence. Business letters are a form of written correspondence used to communicate with patients. Newsletters are a form of written correspondence used to communicate with patients. Brochures are a form of written correspondence used to communicate with patients.

DIF: Application REF: p. 53 OBJ: 6 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 2. In a business letter, ―tone‖ refers to: a. presentation of the information in a positive form. b. choice of words that set the mood of the letter. c. a complementary choice of letter style and ink color.

d. a combination of elements that help to communicate the message.

ANS: B

Tone refers to the choice of words that set the mood of the letter. Presentation of the information in a positive form is outlook. A complementary choice of letter style and ink color refers to appearance. A combination of elements that help to communicate the message is the style.

DIF: Recall REF: p. 53 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 3. Unnecessary phrases such as herewith and as per that do not add to the message should not be

used in a business letter because they: a. interfere with customer satisfaction. b. make the document unnecessarily wordy. c. make the writer sound forced and unnatural. d. convey to the recipient a negative image of the office.

ANS: C

Unnecessary words and phrases such as per and herewith do not add to the message and make the writer sound forced and unnatural. Customer satisfaction is dependent on the care and treatment given in the office and the timely handling of concerns, rather than the use of unnecessary words in a letter. Being concise—saying just the right amount without overusing words—will prevent a letter from being overly wordy, while the tone of the letter will make it seem unnatural. Failing to use words like please and thank you and not presenting unpleasant subject material in a negative form will present a negative image of the office.

DIF: Recall REF: p. 53 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 4. Personalization of a letter can be accomplished by use of: a. the patient’s first name. b. the statement, ―It is necessary to report your delinquency to the credit bureau.‖ c. the ―you technique.‖ d. a statement such as, ―We have not received your payment.‖ ANS: C

The ―you‖ language personalizes the letter for the reader and conveys courtesy and concern.

Overuse of the patient’s name can sound condescending. Statements that use ―your‖ rather than ―you‖ do not personalize. Statements that use ―your‖ rather than ―you‖ do not personalize.

DIF: Recall REF: p. 54 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 5. The square-blocked style of business correspondence may be described by which of the

following statements? a. All letter sections begin at the left margin. b. Paragraph beginnings are indented five spaces.

c. Style does not include personal identification of the reader. d. The date is on the same line as the first line of the inside address and is right

justified.

ANS: D

The square-blocked format is similar to the full-blocked format, with the date line on the same line as the first line of the inside address and right justified. In the blocked or full-blocked format, all sections begin on the left margin. In the semi-blocked or modified blocked format, the beginning paragraph is indented five spaces. A letter that does not include personal identification of the reader is a form letter.

DIF: Recall REF: p. 58 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 6. You are instructing a student intern in the dental office on proper use of punctuation in

business correspondence. Which of the following statements lets you know that the intern understands your instructions? a. Punctuation within the body of the letter is used according to the same rules as apply to formal documents. b. In open punctuation, no punctuation is used in the salutation, the body of the letter, and the complimentary closing. c. A colon [:] is always used after the salutation. d. In standard punctuation, a comma [,] is used after the salutation and complimentary closing.

ANS: A

Punctuation in the body of the letter follows all the same rules as any formal document. In open punctuation, no punctuation is used in the salutation and the complimentary closing, but punctuation is used in the body of the letter. A colon is not used in open punctuation after the salutation. In standard punctuation, a comma is used after the complimentary closing, but a colon is used after the salutation.

DIF: Recall REF: p. 59 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 7. Of the following types of patient correspondence, which may be prohibited by the state dental

board’s legal and ethical regulations? a. Welcome to our practice b. Introduction of a new associate c. Direct mail promotion d. Thank you for new patient referral ANS: C

Some state dental boards do not allow direct mail promotions. Welcome letters are acceptable correspondence for a dental practice to send to patients. Introduction of new associates is acceptable correspondence for a dental practice to send to patients. Thank you notes for referrals are acceptable correspondence for a dental practice to send to patients.

DIF: Comprehension REF: p. 62 OBJ: 6 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient

Management and Communication 8. The purpose of a referral letter is to: a. inform the patient that he or she is being referred to a specialist. b. introduce the patient and state the reason for the referral. c. arrange allocation of fee between professionals. d. gain permission from an insurance provider for a patient to be seen by a specialist.

ANS: B

Referral letters are used to introduce the patient to the specialist and provide the reason for referral. A referral letter is not sent to the patient. Patients may be given a form that states the name of the specialist to whom they are being referred. Arrangement for fees between professionals and an insurance company does not require the use of referral letters. Approval from the insurance company for a patient to see a specialist is not done with a referral letter.

DIF: Recall REF: p. 64 OBJ: 6 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 9. Which of the following is not recommended in formal business writing? a. Using contractions b. Placing a comma between city and state names c. Spelling out numbers one to nine and using numerals for numbers 10 and above d. Placing commas and periods within quotation marks, at the end of a quotation ANS: A

Using contractions (e.g., don’t) is not recommended in formal business writing. Placing a comma between city and state names is recommended in formal business writing. Spelling out numbers one to nine and using numerals for numbers 10 and above is recommended in formal business writing. Placing commas and periods within quotation marks, at the end of a quotation, is recommended in formal business writing.

DIF: Recall REF: p. 62 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 10. A letter marked confidential arrives, addressed to the dentist. Which of the following is the

appropriate action? a. Open the letter and process the time-sensitive information quickly. b. Open the letter and quickly remove it from the sight of patients or unauthorized personnel. c. Place the opened letter in a file folder to protect confidential information. d. Do not open the letter. Deliver the sealed envelope to the dentist.

ANS: D

Correspondence marked confidential should be opened only by the addressee. A letter marked confidential should not be opened. The sealed letter should be delivered to the addressee.

DIF: Recall REF: p. 65 OBJ: 9 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication

11. Efficacy in handling incoming mail is measured by _______. a. how quickly and accurately the mail is routed b. how efficiently payments are processed c. how soon mail is answered d. all are correct ANS: D

Incoming mail is successfully handled when it is answered quickly and routed accurately, and payments are processed efficiently.

DIF: Recall REF: p. 66 OBJ: 9 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 12. Which of the following is an example of the correct way to address an envelope? a. Attn: Dr. Smith

Mountainside Medical Group 1243 Main Street Los Angeles, CA 90000-1343 b. ATTN: STANLEY SMITH, MD MOUNTAINSIDE MEDICAL GROUP 1243 Main Street Los Angeles, CA 90000-1343 c. ATTENTION: DR. STANLEY SMITH, M.D. MOUNTAINSIDE MEDICAL GROUP 1243 MAIN STREET LOS ANGELES, CALIFORNIA 90000-1343 d. ATTN STANLEY SMITH MD MOUNTAINSIDE MEDICAL GROUP 1243 MAIN ST LOS ANGELES CA 90000-1343 ANS: D

All letters should be capitalized, and all address information should appear in block format, without punctuation except for the hyphen in the zip code. One should also use the appropriate Post Office state abbreviation.

DIF: Recall REF: p. 67 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 13. Postcards should not be used to send _____ to a patient. a. an appointment reminder b. the results of diagnostic tests c. a patient recall d. a congratulatory message ANS: B

Postcards should not be used for results of diagnostic tests because this would violate patient privacy rules. Appointment reminders may be sent on postcards because they do not contain confidential information. Patient recalls may be sent on postcards because they do not contain confidential information. Congratulatory messages may be sent on postcards because they do not contain confidential information.

DIF: Application REF: p. 65 OBJ: 5 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 14. The student intern asks you to explain the correct way to fold and insert a business letter into

an envelope for mailing. You explain the procedure with which of the following statements? a. Fold the letter in half lengthwise and then crosswise with the type visible when removed from the envelope. b. Fold the letter in thirds by folding the top and middle over the bottom section; fold each side inward, so that the letter will fit into the envelope. c. No specific rules are necessary as long as the letter fits neatly into the envelope. d. Fold the bottom third over the middle third minus 1/4‖; fold the middle and bottom thirds up, leaving a 1/4‖ tab; insert into the envelope so the letter can be removed by pulling on the tab at the top of the letter.

ANS: D

When folding a letter for insertion into a business envelope, do the following: Fold the bottom third over the middle third minus 1/4‖; fold the middle and bottom thirds up, leaving a 1/4‖ tab; insert the letter into the envelope so it can be removed by pulling on the tab at the top of the letter. The printed side of the correspondence should always be enclosed within the folds to ensure that it cannot be read through the envelope. When a business-sized envelope is used, the sides will not need to be folded in for the letter to fit. Specific rules should be followed when one is folding business letters so they will fit into the envelope and be placed in the proper position for reading when removed from the envelope.

DIF: Recall REF: p. 69 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 15. Electronic mail has replaced much business correspondence. What guidelines should be

followed when one uses e-mail? a. Avoid using professional or trade jargon. b. If sending confidential information, do not make a notation in the subject line. c. Use business format and keep length to one page (screen). d. Avoid use of abbreviations.

ANS: C

E-mail correspondence should follow the rules for business format and should be kept to one screen length for ease in reading. The use of professional language or trade jargon is acceptable in e-mail messages. Failure to make a notation in the subject line may cause the recipient to overlook an important message. Abbreviations are permissible in e-mail messages.

DIF: Recall REF: p. 65 OBJ: 6 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient

Management and Communication 16. Which of the following is not true? a. The tone of a letter is intended to clarify meaning. b. The tone of a letter can be changed through selection of words and phrases. c. The tone of a letter should set the mood and sound natural. d. The tone of a letter refers to the presentation of information in a positive form.

ANS: D

Outlook, not tone, refers to the presentation of information in a positive form.

DIF: Recall REF: p. 53 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 17. Each of the following pieces of mail has first-class postage affixed. Which of the following

will require additional postage? a. A postcard that measures 6‖ long  41/4‖ high. b. A business envelope that weighs 2 ounces. c. A standard envelope that measures 1/4‖ thick. d. A business envelope that measures 111/2‖ long  6‖ high.

ANS: B

Additional postage is required when items do not meet standard size and weight. A business envelope that weighs 2 ounces exceeds the set standard and will require additional postage. A postcard that measures 6‖ long  4‖ high meets the set size standard and will not require additional postage. A standard envelope that measures 1/4‖ thick will not require additional postage. A business envelope that measures 111/2‖ long  6‖ high meets the set standard and will not require additional postage.

DIF: Application REF: p. 66 OBJ: 9 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 18. _______ is a method of transcribing a spoken message into a report or letter. a. E-mail b. Lettering c. Dictation d. Dual addressing ANS: C

Dictation is a method of transcribing a recorded message into a letter or medical report.

DIF: Comprehension REF: p. 69 OBJ: 6 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 19. A concise business letter will _______. a. reiterate important facts and points b. include additional information c. convey a message without overusing words and phrases d. employ redundant phrases to make an impression

ANS: C

A concise letter avoids the overuse of words and phrases, does not reiterate facts and points, include additional information, or employ redundant phrases.

DIF: Recall REF: p. 55 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 20. What should be done if a mistake is discovered after the letter has been printed? a. No correction is necessary, as long as the letter is legible. b. Carefully correct the error with a black pen and proceed to mail. c. Apply ―whiteout‖ to the error and correct with typewriter or black pen. d. Return to the original document, make the correction, and reprint the letter.

ANS: D

If a mistake is discovered after the letter has been printed, correct the error in the original document and reprint the letter. Mistakes in written correspondence can reflect poorly on a practice. Take time to correct the error in the original document and reprint the letter.

DIF: Recall REF: p. 57 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 21. When paragraphing, care should be taken to _______. a. create paragraphs of equal length b. make the first paragraph shorter than proceeding paragraphs c. make the first paragraph longer than proceeding paragraphs d. create paragraphs of alternating lengths (short, long, short …)

ANS: A

When possible, create paragraphs of equal length to balance the appearance of the letter.

DIF: Recall REF: p. 57 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 22. How do most patients select a new dentist? a. Web-based search engine (e.g., Google) b. Word of mouth c. Yellow pages d. Print advertising (newspaper) ANS: B

Dental practices can be located by a web search, word of mouth, the yellow pages, and print advertising, but most people select a new dentist based on the referral of a friend.

DIF: Recall | Application REF: p. 62 OBJ: 6 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 23. Which of the following topics is not contained in correspondence between professionals? a. Insurance correspondence

b. Consent forms to obtain records c. Bills and collection d. Dental society correspondence ANS: C

Bills and collection are examples of patient, not professional, correspondence. Insurance correspondence, consent forms, and dental society correspondence is considered professional correspondence.

DIF: Application REF: p. 64 OBJ: 6 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 24. Presenting information in a positive form, even when the letter contains unpleasant subject

matter, is called which of the following? a. Tone b. Style c. Outlook d. Personalization ANS: C

Outlook refers to presentation of information in a positive form, even when the letter contains unpleasant subject material. Because patients are customers and we should strive for customer satisfaction, it is important to remain diplomatic and considerate. The objective is to convey to readers that they are your first priority. Simple terms like please and thank you help project a positive image.

DIF: Recall REF: p. 54 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 25. In terms of letter writing, logic is part of which of the following? a. Outlook b. Personalization c. Tone d. Organization ANS: D

The final element in letter writing style is organization. Organization is a process through which you identify what you want to say and the results you hope to attain. The end product must be logical (make sense), complete (state everything you want to say), and concise (not say too much). Outlook refers to a positive approach; personalization involves using the ―you‖ technique; and tone sets the mood of the letter.

DIF: Recall REF: p. 55 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 26. When sending dental correspondence, which of the following questions should be asked to

satisfy HIPAA Privacy and Security Rules? a. Does the patient care? b. What’s our policy on the issue?

c. How can I tell the recipient that the letter contains PHI? d. All are correct ANS: D

Often dental communications contain protected health information (PHI) that must be kept confidential. A key to following HIPAA (Health Insurance Portability and Accountability Act) Privacy and Security Rules is to ask the following questions when processing written communications:  Does the communication contain PHI?  What is the office policy for handling PHI?  Which office personnel have been identified in the office policy as ―needs to know‖?  How do you alert the addressee that the communication contains PHI?  Has the patient requested that PHI not be shared with others?

DIF: Recall REF: p. 62 OBJ: 5 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 27. Journals, catalogs, laboratory cases, insurance company correspondence, and payments are all

examples of which of the following? a. Business mail b. Categories of incoming mail c. Personal and professional mail d. Presorted mail ANS: B

Incoming mail (paper and electronic) must be sorted. It is separated according to category and is routed to the correct person or department. Mail can be separated into the following categories: Payments, requests for information, insurance company correspondence, transfer of records, referrals, professional journals, new product information, articles, state and local dental society publications, personal mail, investment reports, accounting information, professional correspondence, laboratory cases, requests for payment, invoices, billing statements, magazines, newsletters, and publications for the reception room, catalogs, ordering information, advertisements, and junk mail.

DIF: Recall REF: pp. 65, 66 OBJ: 6 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 28. The proper handling of e-mail includes which of the following? a. E-mail is always delivered to the intended person. b. E-mail may or may not be delivered to the intended person. c. E-mail should be printed at the end of the workday and given to the correct party at

that time. d. E-mail should be printed then deleted from the server.

ANS: B

E-mail may or may not be delivered directly to the intended person. You will have to determine the correct action for each incoming message. E-mail, like paper mail, will have to be sorted and correctly handled according to the protocol of the office.

DIF: Recall REF: p. 66 OBJ: 7 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication COMPLETION 1. A _______ is a light mark on professional stationery that identifies the type or manufacturer

of the paper.

ANS: watermark DIF: Recall REF: p. 57 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication MATCHING

Match the following letter styles with their corresponding formats. a. Full-blocked b. Blocked c. Semi-blocked or modified blocked d. Square-blocked e. Simplified or AMS Paragraph beginnings are indented five spaces No salutation or complimentary closing is included All letter sections begin at the left margin The date line is on the same line as the first line of the inside address and is justified right.

Reference initial and enclosure reminder are typed on the same line as the signature and are justified right 5. The complimentary closing, company signature, and writer’s identification all begin at the horizontal center of the page 1.

2.

3.

4.

1. ANS: C DIF: Recall REF: p. 58 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication MSC: The semi-blocked, or modified blocked, format is the same as the blocked format with one change. Paragraph beginnings are indented five spaces.

2. ANS: E DIF: Recall REF: p. 58 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication MSC: The simplified, or Administrative Management Society (AMS), style is fast and efficient. The style is the same as full-blocked, with the following changes: No salutation or complimentary closing is included.

3. ANS: A DIF: Recall REF: p. 58 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication MSC: In the full-blocked format, all letter sections begin at the left margin. The spacing outlined earlier is applied between sections.

4. ANS: D DIF: Recall REF: p. 58 OBJ: 4

TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication MSC: The square-blocked format is very similar to the full-blocked format. The date line is on the same line as the first line of the inside address and is justified right. Reference initials and enclosure reminder are typed on the same line as the signature and signer’s identification and are justified right.

This style allows for squaring of the letter and is used when space is needed.

5. ANS: B DIF: Recall REF: p. 58 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication MSC: In the blocked format, all sections begin at the left margin, except the date line, complimentary closing, company signature, and writer’s identification, which all begin at the horizontal center of the page.

TRUE/FALSE 1. Because e-mail correspondence is password protected, e-mail is an efficient way to securely

transfer confidential information.

ANS: F

E-mail is not a secured method of transferring information. Any document that needs to be kept confidential should not be sent via e-mail.

DIF: Recall REF: p. 65 OBJ: 7 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 2. You can never thank a person in a letter often enough.

ANS: F

If you have thanked the reader once, it is not necessary to thank him or her again. This type of statement breaks the logical flow of the letter and distracts the reader.

DIF: Recall REF: p. 55 OBJ: 6 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication

Chapter 05: Patient Relations Gaylor: The Administrative Dental Assistant, 6th Edition MULTIPLE CHOICE 1. According to Maslow’s Hierarchy of Needs, _______ is pursued only once all other needs

have been met. a. self-actualization b. self-esteem c. love d. shelter ANS: A

Self-actualization is the highest level of Maslow’s Hierarchy of Needs. The quest for self-actualization can begin once all other needs have been met. The need for self-esteem, love, and shelter must be met before the pursuit of self-actualization.

DIF: Recall REF: p. 71 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 2. Carl Rogers coined the term _______, which is an expression of total love and respect, no

matter what the problem. a. phenomenological approach b. unconditional positive regard c. humanistic theory d. fully functioning human beings ANS: B

Unconditional positive regard is Rogers’ term for an expression of total love and respect, no matter what the problem. A phenomenological approach is the ability to view a situation from the other person’s point of view. Humanistic theory is the result of research conducted in the psychology of human beings; humanistic theories help us understand the needs of our patients and team members. Although the concept of fully functioning human beings is credited to Rogers, it is not an expression of total love and respect, but the idea that healthy individuals are always striving to achieve the ideal self.

DIF: Recall REF: p. 71 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 3. Individuals who help others to become fully functioning human beings are known as: a. nuclear family members. b. marital partners. c. significant others. d. professional counselors.

ANS: C

A significant other can be described as one who helps others become fully functioning human beings. Nuclear family members are parents and offspring. Two people who have been united by marriage and who reside together as a family are considered to be marital partners.

Professional counselors are trained to assist individuals to learn coping mechanisms in dealing with life’s problems. They are paid privately or through insurance reimbursement.

DIF: Comprehension REF: p. 71 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 4. Why is it important for all members of the dental team to respect the patient’s decision to

discontinue treatment? a. To remain in compliance with HIPAA regulations b. To meet the patient’s needs and understand his or her motives c. To avoid complaints filed with the state dental board d. To decrease the number of past due accounts

ANS: B

It is the patient’s right to discontinue treatment; although it is not always easy to meet the patient’s needs and understand his or her motives, it is still the patient’s choice about whether to receive treatment. HIPAA regulations deal with patient privacy—not the right to refuse or discontinue treatment. If the patient is discontinuing treatment because of perceived malpractice, a complaint may be made to the dental board; however, the right to discontinue treatment must be respected. The right to refuse or discontinue treatment must be respected, regardless of the financial status of the patient’s account.

DIF: Comprehension REF: p. 72 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 5. A prospective patient’s impression elements are classified into several stages. Which of the

following is one aspect covered in the final decision stage? a. How does the reception area appear? b. How is the telephone answered? c. What are the communication skills of the staff and dentist like? d. What insurance plan is accepted?

ANS: C

The final decision stage includes the following: What are the communication skills of the staff and dentist like? How did the first appointment go? Did the financial arrangements meet the patient’s needs? Was the patient’s insurance plan accepted? Did the dental team’s attitudes and professionalism meet the patient’s expectations? ―How does the reception area appear‖ is part of the confirmation or initial impression stage? ―How is the telephone answered‖ is part of the initial contact stage. What insurance plan is accepted is part of the investigation stage.

DIF: Recall REF: p. 76 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 6. When the assistant is on the phone and a call comes in, what is the proper way to answer the

second call? a. ―Dental Office, please hold.‖ b. ―Dr. Smith’s office. I am on the other line. Will you please call back in a few minutes?‖ c. ―Dr. Smith’s office, this is Maryanne. May I ask who is calling and the reason for your call?‖ Answer the question or explain that you are on the other line and will call her back in 10 minutes. d. Allow the voice mail to pick up the call.

ANS: C

The greeting should contain a welcome, name the dental practice, and identify the person who is answering the telephone. One should find out the purpose of the call and answer the question. If the call must be returned, explain why and when you will be calling back. The office must be identified by its full name; if a caller must be placed on hold, first ask and receive permission. If you are on the other line, explain to the caller, and state that you will return the call within a specified time frame; do not expect the caller to call back. Voice mail should not be used to pick up calls during office hours.

DIF: Recall REF: p. 74 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 7. Correctly using a patient’s name during conversation is important. Which of the following is

the correct way to address a new patient? a. Patients who are older than the staff should not be addressed by their first names. b. One should use the patient’s title (Mr., Mrs., Ms., or Dr.) and last name, unless requested by the patient to do otherwise. c. Use the patient’s first name to convey a friendly atmosphere in the office. d. Call the patient Madam or Sir while in the waiting room to maintain his or her privacy.

ANS: B

Patients should always be addressed by their title and last name unless they request that you do otherwise. Any new adult patient should be addressed by title and last name. Addressing the patient casually may convey disrespect rather than a friendly atmosphere. Addressing the patient by name in the reception area is not a violation of confidentiality or privacy.

DIF: Recall REF: p. 75 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 8. A new patient enters the office for her first visit. Which of the following actions on the part of

the administrative assistant will ensure that the patient feels she has made the right decision by selecting this office? a. The reception window is closed; above the sign-in sheet is a sign that says, ―Please sign in and take a seat. We will be with you shortly.‖ b. The reception window is open; the assistant is on the phone and motions to the patient to have a seat. c. The reception window is open; the assistant asks the patient’s name, hands her a clipboard with forms to fill out, and asks if she brought her insurance card. d. The assistant gives the patient her undivided attention, reconfirms the reason for the visit, and explains what the patient can expect.

ANS: D

Giving the patient your undivided attention while asking the reason for the visit and giving clear explanations to the patient reconfirms that a decision to use the dental office was a good one. Having the reception window closed with a sign-in sheet conveys a very unfriendly atmosphere. A receptionist who is inattentive to a new patient who enters the office conveys a very unfriendly atmosphere.

DIF: Recall REF: p. 76 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 9. Infection control is an expectation of all patients. How can the dental staff ensure patients that

appropriate infection controls are in place? a. Post a sign in the restroom stating that all employees are to wash hands before returning to work. b. After opening sterilized instruments, leave the wrapper on the tray so the patient

will know that sterile instruments are being used. c. Inform the patient of the process and steps you take in the office to comply with

standard precautions. d. Provide red sharps containers in each treatment room.

ANS: C

Inform patients of the infection control protocol that is strictly followed in the practice to protect the patient and the healthcare worker from transmission of infective agents. Posting a sign does not assure that infection control standards will be followed by all employees. A patient who is not familiar with sterilization methods will not realize that the presence of a wrapper indicates that instruments have been sterilized. Although a patient may be familiar with red sharps containers, without an explanation he or she may not understand how they fit into the overall infection control plan.

DIF: Recall REF: p. 78 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 10. When a patient is noncompliant with the treatment plan, a member of the treatment team

should: a. tell the patient that the doctor will no longer be able to treat him if he does not comply with the treatment plan and follow instructions. b. describe outcomes if the patient follows the recommended treatment. c. describe in detail all possible complications that may ensue if the treatment plan is not followed. d. tell the patient that he or she can be referred to another office for a second opinion about the necessary treatment.

ANS: B

A staff member should describe outcomes if the patient follows the recommended treatment plan, so the patient has all necessary information before exercising his or her right to discontinue treatment. Threatening the patient into following through with treatment is never appropriate. Attempting to frighten the patient into following through with treatment is never appropriate. It is not the responsibility of the dental assistant to suggest that the patient should seek a second opinion.

DIF: Recall REF: p. 78 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 11. At times, a patient may have a complaint about the care and treatment he or she has received

in the dental office. Which of the following statements by the assistant demonstrates empathy? a. ―You are the only person who has complained about _____.‖ b. ―These are the rules; everyone has to follow them.‖ c. ―I understand that you are upset, but we have other patients who need our attention.‖ d. ―You feel that it is unfair that the insurance company will not cover the procedure.‖ ANS: D

―You feel that it is unfair that the insurance company will not cover the procedure.‖ This statement validates the patient’s feelings without making a judgment as to the fairness of the treatment. Telling patients that they are the only ones with a complaint attempts to solve the issue and does not demonstrate empathy. Telling the patient that there are rules attempts to solve the issue and does not demonstrate empathy. Stating that you know the patient is upset, but other patients need your attention conveys an attitude that you do not think that this patient is important.

DIF: Recall REF: p. 79 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 12. Dealing with an angry patient requires special skill. Which of the following actions can the

assistant use to deal with the patient who is angry? a. Try to change the subject to avoid a scene. b. Refer the patient to another member of the team. c. Ask the patient, ―How would you handle this situation?‖ d. Involve other members of the team to get a different perspective on the problem.

ANS: C

Asking the patient, ―How would you handle this situation?‖ is a communication technique that gives patients the opportunity to get their anger under control and to share with you what they would like to see happen to resolve the issue. Changing the subject is an action that could block therapeutic communication. Referring the patient to someone else is an action that could block therapeutic communication. Involving other staff members could cause embarrassment to the patient and could violate the patient’s privacy.

DIF: Recall REF: p. 79 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 13. All the following are strategies that can be used to provide outstanding customer service,

except: a. show appreciation. b. listen. c. set goals. d. emulate the image of other successful dental practices.

ANS: D

Emulating the image of other dental practices is not a way to provide outstanding customer service. It is better to develop your own practices for meeting your customers’ needs.

Showing appreciation to patients for their business is an excellent strategy for providing customer service. Listening to their concerns and needs is an excellent strategy for providing customer service. Setting goals is an excellent strategy for providing customer service.

DIF: Application REF: p. 79 OBJ: 5 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 14. Which of the following does not create a positive image for a dental practice? a. When requested, provide patients with the standard financial policy.

b. Inform patients of the treatment process before treatment begins. c. Ask patients to bring you a summary of their policy. d. Keep notes about patient preferences, activities, special events, and likes and

dislikes.

ANS: A

The standard financial policy should be given to every patient before he or she asks for the information. Informing patients of the treatment process, before treatment, will reflect positively on the dental practice. Clarifying insurance information before treatment begins will reflect positively on the dental practice. Keeping notes about patient interests will help you send a message of caring and relieve patient anxiety, which, in turn, reflects positively on the dental practice.

DIF: Recall REF: p. 77 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 15. Which of the following techniques will encourage a noncompliant patient to follow the

dentist’s instruction? a. Emphasize negative, instead of positive, information. b. Tell the patient what you would do if you were in his or her position. c. Demonstrate the correct technique and have the patient demonstrate back to you. d. Ask closed-ended questions.

ANS: C

By demonstrating the correct technique and encouraging the patient to demonstrate back to you, you help the patient understand how and why he or she should follow the dentist’s instructions. Patients who understand how and why are more compliant. Giving positive instead of negative information encourages patient compliance. Asking the patient what he or she would do to solve the problem encourages patient compliance. Asking open-ended questions encourages patient compliance.

DIF: Recall REF: p. 78 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 16. When dealing with an angry patient, _______. a. involve others in the dispute b. do not become defensive c. avoid using humor d. pass the patient off to another team member ANS: B

Do not become defensive when dealing with an angry patient. Always remain professional and positive. Involving others in the dispute can make the angry patient feel ―ganged up‖ on.

Use humor to handle an angry patient but be careful not to ridicule. Do not pass the patient off to another team member without explaining that the other person can help.

DIF: Recall REF: p. 79 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication

17. How can you provide exceptional, personal patient care? a. Explain to the patient what will happen next. b. Allow the phone to go to voice mail if you are working with a patient. c. Use the patient’s name at least once during your conversation. d. Explain to the patient what will happen next and use the patient’s name at least

once during your conversation.

ANS: D

Guiding the patient through the process and mindfully using his or her name during conversation will go a long way toward providing exceptional and personal patient care.

Answer the phone within three rings and greet the caller with a smile.

DIF: Recall REF: p. 80 OBJ: 5 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 18. Specific information related to accepted insurance plans should be kept by the telephone to

help the assistant answer questions about insurance policies. Insurance information should be clarified with the patient before dental treatment begins. a. The first statement is true; the second statement is false. b. The first statement is false; the second statement is true. c. Both statements are true. d. Both statements are false.

ANS: C

Both statements are true: Insurance information should be kept by the phone to guide the assistant in answering questions about specific insurance policies. It is important to clarify insurance information with the patient before dental treatment is rendered.

DIF: Recall REF: p. 73 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 19. The telephone greeting should contain all the following, except: a. a welcome statement. b. the office hours. c. the identity of the dental practice. d. the identity of the person answering the phone.

ANS: B

The telephone greeting should include a welcome, the identity of the dental practice, and the identity of the person answering the phone. A welcome statement is vital to a professional telephone greeting.

DIF: Recall REF: p. 73 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 20. Each person who answers the telephone should _______. a. use a unique script b. use the same script c. avoid the use of a script

d. read the script, word for word ANS: B

The same (or a similar) telephone script should be used, no matter who answers the phone.

Each person who answers the telephone should practice the same telephone script but should adjust the script to fit his or her personal tone and presentation.

DIF: Recall REF: p. 73 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 21. Mr. Day has just phoned to ask a question to which you do not know the answer. Which of the

following is an appropriate response? a. Tell Mr. Day that you will have another team member, who can answer the question, take the call. b. Put Mr. Day on hold until you can find the answer. c. Tell Mr. Day your best guess and call him back with the correct information, if you were mistaken. d. Apologize and change the subject.

ANS: A

If you are unfamiliar with a question, tell the patient that you will have another team member, who can answer the question, take the call. Rather than placing the patient on hold, tell the caller that you will find the answer and get back to him or her or have another team member, who can answer the question, take the call. Instead of guessing, tell the caller that you will find the answer and get back to him or her or have another team member, who can answer the question, take the call. If you are unfamiliar with a question, tell the caller that you will find the answer and get back to him or her or have another team member, who can answer the question, take the call.

DIF: Recall REF: p. 75 OBJ: 5 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 22. A new patient consultation should take between _______. a. 20 and 30 minutes b. 15 and 20 minutes c. 10 and 15 minutes d. 5 and 10 minutes ANS: A

Allow ample time for the dental healthcare team to meet the new patient. The appointment should never be rushed, and the patient should have the opportunity to get to know the dental healthcare team. Financial policies should be explained to patients and a written copy of these policies given to them for review when they get home. A consultation should take between 20 and 30 minutes.

DIF: Recall REF: p. 77 OBJ: 5 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication

23. The study of the psychology of human beings, what they want, why they react, what makes

them happy, and how they relate to others is referred to as which of the following? a. Fully functioning human beings b. Humanistic theory c. Hierarchy of needs d. Life cycle assessment ANS: B

Numerous articles and books have been written about and research conducted to study the psychology of human beings—what they want, why they react, what makes them happy, and how they relate to others. This framework is called the humanistic theory. Maslow (Hierarchy of needs) and Rogers (Fully functioning human beings) contributed to the theory.

DIF: Recall REF: p. 71 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 24. The ability to view a situation form the other person’s point of view is referred to as which of

the following? a. Phenomenological b. Fundamental c. Humanistic d. Self-actualized ANS: A

Rogers states that unconditional positive regard is simplified by a phenomenological approach to others, which is the ability to view a situation from the other person’s point of view.

Rogers’ humanistic approach of unconditional positive regard is founded on the theory that we must respect each person’s human worth and dignity.

DIF: Recall REF: p. 72 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 25. Assistants who answer the telephone must be skilled in communication for which of the

following reasons? a. Prospective patients make up their minds in the first few seconds of contacting an office whether to make an appointment. b. Most patients will air a complaint via a phone conversation versus a face-to-face confrontation. c. Insurance companies will pay faster if phone conversations are handled with efficiency. d. Both the caller and those in the reception area are listening.

ANS: A

The first few seconds that prospective patients are in contact with the dental practice can determine whether they will make an appointment. Patients have several different concerns, from infection control to the types of insurance plans accepted. Assistants who answer the telephone must be skilled in communication. They must be ready to answer questions and to tell why their dental practice is unique.

DIF: Recall

REF: p. 73

OBJ: 2

TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 26. Which of the following is a true statement about noncompliance? a. All detection of noncompliance must be entered into the patient’s clinical record. b. The problem of noncompliance needs to be stated in the patient’s clinical record. c. Documentation of the action by the dental healthcare worker and the patient

regarding a patient’s noncompliance needs to be entered into the patient’s clinical record. d. All of the statements are true.

ANS: D

All detection of noncompliance must be entered into the patient’s clinical record. State the problem, and document the action taken by both the dental healthcare team and the patient.

DIF: Recall REF: p. 78 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 27. Of the following which one is not a team strategy for providing outstanding customer service? a. Set goals. b. Show appreciation. c. Present a conservative image. d. Be available.

ANS: C

Team strategies for providing outstanding customer service include being available, having a unique image, understanding value, personalizing, listening, setting goals, and showing appreciation.

DIF: Recall REF: pp. 79, 80 OBJ: 5 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication COMPLETION 1. Patients who must wait longer than ______ minutes should be given options to make the wait

more comfortable.

ANS: 10 DIF: Recall REF: p. 76 OBJ: 5 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication MATCHING

Patients will go through several stages before selecting a dentist. Match each stage with its corresponding impression. a. Investigation stage b. Initial contact stage

c. Confirmation of initial impression stage d. Final decision stage 1.

2.

3.

4.

5.

6.

7.

8.

The reception area is comfortable and clean The advertisements are appealing The website looks professional and is easy to navigate The dental team is professional and happy The office is easy to find The financial arrangements meet my needs The first appointment went smoothly The phone is answered quickly, and the receptionist is friendly

1. ANS: C DIF: Recall REF: pp. 75, 76 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication MSC: After patients arrive for their appointment, they continue to consider several factors that will confirm or change their first impression. After the patient enters the office for the first time, the condition of the reception area is the next most influential factor. A positive image will be formulated when the reception area is clean and organized and provides current reading material.

2. ANS: A DIF: Recall REF: p. 73 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication MSC: Investigation Stage: Where should I go? Some dental practices want to let others know about their practice. Advertisements can take the form of websites, print ads (telephone directories, magazines, and newspaper), mass mailings, a sign on a building, or graphics on an office window (Figure 5-2). According to the American Dental Association (ADA) Code of Ethics, advertisements must present realistic statements and slogans. Whenever electronic or print media is used to advertise to the public, care should be taken to check Federal Trade Commission regulations, state Dental Practice Acts, and the ADA for specific guidelines.

3. ANS: B DIF: Recall REF: pp. 6, 8 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication MSC: Once prospective patients decide whom they are going to contact, the next step is to place the call (or send an e-mail) and ask questions. If successful communications have taken place, the patient will decide to make an appointment. What information will be posted to a website; how do others describe the practice in online reviews; what do they see when they check out the practice on Facebook? No matter what type of medium is being used, names and logos need to connect to the targeted audience, not only for the purpose of attracting new patients, but also for the retention of current patients.

4. ANS: D DIF: Recall REF: p. 77 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication MSC: The First Visit: Will I become a regular patient? Or is it one and done? Patients must leave the office after their first appointment honestly believing that the dental healthcare team cares about them as individuals, understands their needs, and is willing to work with them to improve their dental health.

This will lead to mutual trust.

5. ANS: C DIF: Recall REF: p. 75 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication MSC: After patients arrive for their appointment, they continue to consider several factors that will confirm or change their first impression. Patients do not want to drive around for a long time trying to find the dental office. If the office is difficult to find, give clear directions and describe the area. For

example, if the office is located behind a fast food restaurant or another identifiable landmark, let the patient know this.

6. ANS: D DIF: Recall OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication MSC: Inform your patients types of financial plans available, and types of patients seen (if a specialty office), along with an explanation of their benefits.

7. ANS: D DIF: Recall REF: p. 77 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication MSC: The First Visit: Will I become a regular patient? Or is it one and done? Patients must leave the office after their first appointment honestly believing that the dental healthcare team cares about them as individuals, understands their needs, and is willing to work with them to improve their dental health.

This will lead to mutual trust.

8. ANS: B DIF: Recall REF: p. 74 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication MSC: Once prospective patients decide whom they are going to contact, the next step is to place the call (or send an e-mail) and ask questions. If successful communications have taken place, the patient will decide to make an appointment. Telephones must be answered within three rings.

TRUE/FALSE 1. Patients from older generations or different cultures may interpret the use of a title (Mr., Mrs.,

Dr., etc.) when being addressed as a form of respect.

ANS: T

Members of different cultures and generations have strict rules on how they are addressed.

Addressing a patient incorrectly may be interpreted as disrespect.

DIF: Recall REF: p. 75 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 2. It is not important to have the name of the dentist on the door if name of the practice is clearly

visible.

ANS: F

It confuses patients when they arrive for an appointment and the dentist, with whom they have an appointment, is not listed on the front door. When only the name of the dental practice is listed, for example, Canyon View Dental Associates, then the names of individual dentists should be attractively posted in the reception area.

DIF: Recall REF: p. 76 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication

Chapter 06: Dental Healthcare Team Communications Gaylor: The Administrative Dental Assistant, 6th Edition MULTIPLE CHOICE

1. If a dental practice procedure manual is to be effective, what guideline should be followed? a. It must be updated at regular intervals with input from team members. b. It should be developed by the office manager and reviewed daily. c. The dentist should sign off on all procedures. d. It should contain only personnel and clinical area procedures.

ANS: A

A procedure manual needs to be updated at regular intervals with input from team members who will be using the procedures so that it will be effective. Office staff members are not expected to review the manual daily, but rather when changes have been made, or when they need to review information contained in the manual. Although the dentist must sign off on clinical procedures, the office manager can sign off on office procedures. The procedure manual should contain all procedures used in the office: clinical, personnel, business office procedures, etc.

DIF: Recall REF: p. 82 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 2. Business office procedures include which of the following? a. Work schedules b. Records management protocol c. Code of conduct d. Reviews and evaluations ANS: B

Business office procedures include records management protocol, as well as specific duties and job descriptions and descriptions of business office procedures; they should also include ordering information for supplies and equipment. Work schedules can be found in personnel procedures. Code of conduct can be found in personnel procedures. Reviews and evaluations can be found in personnel procedures.

DIF: Recall REF: p. 83 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 3. Which of the following statements is true? a. The procedural manual is used to help train new team members. b. The office manager develops the procedural manual. c. The administrative assistant should update the procedural manual as procedures

change. d. The key to developing a good procedural manual is to include the least amount of

information possible, while maintaining order and function.

ANS: A

The dental practice procedural manual is a reference and resource for all team members and is especially useful as a training guide for new team. The procedural manual should be developed as a team project, with each team member contributing his or her input and expertise. All team members share responsibility in updating the manual. The key to developing a good procedural manual is to include as much information as possible, without making the manual cumbersome.

DIF: Recall REF: p. 82 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 4. A formal channel of communication includes: a. communication used to gather and process information. b. conflict resolution. c. changes in rules and procedures. d. feedback.

ANS: C

A formal channel of communication includes changes in rules and procedures, as well as policies, vision, goals, job designs, and performance appraisals. Communication used to gather and process information is sent through a horizontal channel. Conflict resolution is a type of communication sent in an upward communication channel. Feedback is a type of communication sent in an upward communication channel.

DIF: Recall REF: p. 83 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 5. Informal communication channels include all but which of the following? a. Sharing day-to-day information b. Rumors c. Inaccurate information d. Gossip ANS: A

Sharing day-to-day information is communication sent through the horizontal channel—not through informal communication channels. Rumors are a type of communication sent in informal communication channels. Inaccurate information is a type of communication sent in informal communication channels. Gossip is a type of communication sent in informal communication channels.

DIF: Recall REF: p. 85 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 6. You have discovered a time-saving method for handling callbacks to patients. You would like

to present it to the office manager, but the business office coordinator changes your idea before passing the message on. This barrier to organizational communication is known as: a. inappropriate span of control. b. lack of trust and openness. c. filtering by layer

d. work overload.

ANS: C

Filtering by layer means that information sent is not received because it has been changed or stopped at one layer. Inappropriate span of control leads to lack of trust and fuels resentment, lack of direction, or poor nonexistent policies and procedures. Lack of trust and openness can occur at all layers in the organization and leads to conflict when feedback is not accepted, making communication difficult. When employees feel stressed and overworked, they do not take the time to communicate.

DIF: Recall REF: p. 86 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 7. You are an administrative assistant who was hired as an appointment clerk. The receptionist is

frequently absent, and so the business office coordinator assigns you to act as the receptionist while performing your regularly assigned duties. You state that it seems unfair that you always have to do both jobs. Her response is, ―I have to assign duties to provide coverage for the office. I can’t be concerned as to whether or not it is fair.‖ This is an example of which classification of conflict? a. Intrapersonal b. Interpersonal c. Intragroup d. Intergroup ANS: C

Intragroup conflict occurs among members at the same layer. Intrapersonal conflict occurs within oneself, often when an individual is expected to perform a task that does not meet his or her personal goals, values, beliefs, or expertise. Interpersonal conflict occurs when two team members at the same layer or at different layers disagree about a given matter.

Intergroup are conflicts between two or more groups.

DIF: Recall REF: p. 87 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 8. The office manager is reluctant to deal with issues and problems within the staff. She tells

staff to work it out or just ignores the fact that there is a problem. Her style of conflict handling is the _______ style. a. dominating b. avoiding c. compromising d. integrating ANS: B

The avoiding style involves sidestepping and buck passing; issues are avoided so as not to be in conflict. A dominating style is a win-lose mentality: Win with little regard for others. A compromising style is a give-and-take attitude; both sides are willing to give up something to arrive at the solution. Integrating style is collaborative because both sides work together to achieve an equitable solution.

DIF: Recall

REF: p. 87

OBJ: 4

TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 9. Staff meetings can serve many functions; of the following, which is not a function of staff

meetings? a. Clinical chart review b. Gathering staff for social interaction c. Forum for performance appraisal d. Tool for organizational communication ANS: C

A staff meeting is not a forum for performance appraisal. Such appraisals should be done on a one-to-one basis—not in the presence of all staff members. A staff meeting can be used for clinical chart review, an opportunity to gather staff for social interaction, and as a tool for organizational communication.

DIF: Recall REF: p. 87 OBJ: 5 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 10. You are asked to be the note taker for the weekly staff meeting. You know that this

responsibility includes: a. preparing a copy of the agenda for each participant. b. helping the facilitator move the meeting along. c. recording the minutes of the meeting and typing and distributing them to participants at the next meeting. d. ensuring that everyone follows the guidelines of the meeting.

ANS: C

The note taker at a staff meeting is responsible for recording the minutes of the meeting and typing and distributing them to participants at the next meeting. Preparing the agenda is the responsibility of the meeting organizer, although preparation of the copies may be delegated to an administrative assistant. The timer has the responsibility to help the facilitator move the meeting along. The facilitator ensures that everyone follows the guidelines of the meeting.

DIF: Recall REF: p. 88 OBJ: 5 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 11. The practice philosophy should focus on three specific points. Which of the following is not

addressed in the practice philosophy? a. The core values of the dental practice b. The roles and responsibilities of various dental team members c. The types of services provided d. The purpose of the dental practice ANS: B

The roles and responsibilities of various dental team members are addressed in the HIPAA procedures portion, rather than the practice philosophy portion, of the procedural manual.

DIF: Recall REF: p. 82 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient

Management and Communication 12. A/an _______ channel of communication is the flow of information from one layer of an

organization to a higher level. a. downward b. upward c. horizontal d. informal ANS: B

An upward channel of communication is employed by members at lower layer of the organizational structure when communicating with those at a different layer. A formal channel of communication can best be described as communication that originates at the top of the organizational structure and moves downward.

DIF: Recall REF: p. 84 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 13. An informal channel of communication originates at the top of the organizational structure

and moves downward. Goal setting is one type of communication sent through an informal channel. a. The first statement is true; the second statement is false. b. The first statement is false; the second statement is true. c. Both statements are true. d. Both statements are false.

ANS: D

Both statements are false: A downward, not informal, channel of communication originates at the top and moves downward. Goal setting is actually a type of communication sent through a horizontal, not informal, channel of communication.

DIF: Recall REF: p. 83 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 14. Conflict can be constructive if: a. it helps team members find new ways to state their problems. b. it increases resistance to change. c. it reduces communication. d. it produces an atmosphere of cynicism.

ANS: A

If conflict helps team members find new ways to state their problems, it can be a valuable tool for improvement. Increased resistance to change is destructive, rather than constructive.

Reduced communication is destructive, rather than constructive. An atmosphere of cynicism is destructive, rather than constructive.

DIF: Recall REF: p. 86 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication

15. Which conflict handling style is characterized by high concern for self and low concern for

others? a. Integrating b. Obliging c. Dominating d. Avoiding ANS: C

The competing or dominating style of handling conflict is characterized by high concern for self and low concern for others. The obliging style is characterized by self-sacrifice and giving to others. The dominating style indicates for self and low concern for others (also known as competing). The avoiding style shows low concern for self and others (also known as suppression).

DIF: Recall REF: p. 87 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 16. The integrating style of handling conflict is most effective when_______. a. the problem is simple b. solving the problem requires the input of all team members c. a decision is needed immediately d. other parties are unwilling to contribute ANS: B

Complex problems can require input from all team members to develop a solution. The integrating style of conflict resolution is effective in solving complex problems. It is inappropriate to use this style when the problem is simple, when a decision is needed at once, or when other parties are unwilling to contribute, or they do not have the necessary problem-solving skills.

DIF: Recall REF: p. 87 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 17. Which conflict handling style is recommended to secure a temporary solution to a complex

problem? a. The compromising b. The avoiding c. The dominating d. The integrating ANS: A

The compromising style of conflict resolution is useful when a temporary solution to a complex problem is needed. The avoiding, dominating, and temporary styles of conflict resolution do not address a temporary fix to a situation.

DIF: Recall REF: p. 87 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 18. Which of the following should be implemented following a staff meeting?

a. b. c. d.

Notes should be typed and distributed at the next meeting.

The type (formal or informal) of meeting should be identified.

Each team member should be given an opportunity to voice opinions.

An agenda should be developed.

ANS: A

Following a staff meeting, the note taker should type the notes; one copy is to be placed in the record book, and other copies are to be given to members present at the next meeting. The type (formal or informal) of meeting should be identified before the staff meeting, not after.

Each team member should be given an opportunity to voice opinions during the meeting, not after. An agenda should be developed before the staff meeting, not after.

DIF: Recall REF: p. 88 OBJ: 5 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 19. Which type of intraorganizational conflict occurs when two dental assistants disagree? a. Intrapersonal conflict b. Interpersonal conflict c. Intergroup conflict d. Intragroup conflict ANS: B

Interpersonal conflict occurs when members of the same team disagree about a given matter.

Interpersonal conflict is characterized by the involvement of two or more members of the team in a dispute.

DIF: Recall REF: p. 86 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 20. The facilitator is responsible for each of the following tasks, except: a. keeping everything positive. b. moving the meeting forward according to the agenda. c. keeping everyone focused. d. keeping track of the meeting’s allotted time frame.

ANS: D

The timekeeper assists the facilitator in moving the meeting along within the time frame. It is the duty of the facilitator to keep everything positive, move the meeting forward according to the agenda, and keep everyone focused.

DIF: Recall REF: p. 88 OBJ: 5 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 21. When an issue is trivial and a cooling-off period is needed, which of the following is the best

style to use to reach resolution? a. Compromising b. Avoiding c. Integrating d. Obliging

ANS: B

The avoiding style is best used when an issue is trivial, when a cooling-off period is needed, or when the benefits do not go beyond the discord that the style will cause between the involved parties. It is inappropriate when the issue is important, when it is someone’s responsibility to make a decision, or when a decision is needed quickly. Compromising style is best used when both parties are equally powerful, and consensus cannot be reached.

Integrating style is used when there is type available to address a complex problem. Obliging style is used when the issue is unimportant, and someone is willing to defer to the other party to preserve a relationship.

DIF: Recall REF: p. 87 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 22. Setting goals, improving methods of maintaining working relations, and gathering/processing

information is best sent through which of the following communication channels? a. Horizontal b. Formal c. Upward d. Informal ANS: A

In a dental office, horizontal communications can and will include all members of the team and will affect how they relate to patients and how well they work together on a daily basis.

Formal downward not only communicates goals, but also job designs, performance appraisal, and changes in roles and procedures. Upward communications provide feedback, requests for assistance, problem-solving, and conflict resolution. Informal communication channels handle both accurate and inaccurate information such as rumors and gossip and sharing helpful information.

DIF: Recall REF: p. 85 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 23. You have heard from another staff member that the office will be closed on one day next

week. You share that with the hygienist. The method of communication you are using is which of the following? a. Horizontal channel b. Vertical channel c. Informal channel d. Downward channel ANS: C

Informal channels of communication are often referred to as ―the grapevine.‖ This type of communication takes place in an informal setting and does not include the official communications of the organization. Informal communications can be accurate or inaccurate.

The downward channel handles formal communication, originating at the top of the organizational structure.

DIF: Recall REF: p. 85 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient

Management and Communication 24. Of the following, which style of conflict resolution is inappropriate when a decision needs to

be made quickly in a complex issue when both parties are of equal status? a. Integrating b. Dominating c. Obliging d. Avoiding ANS: C DIF: Recall REF: p. 87 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties SHORT ANSWER 1. When an individual is assigned a task that does not satisfy his or her personal goals, values,

beliefs, or expertise, he or she may experience ______ conflict.

ANS:

intrapersonal DIF: Recall REF: p. 86 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication MATCHING

Match each communication barrier with its corresponding cause. a. Work overload b. Filtering by layer c. Timing d. Lack of trust and openness e. Inappropriate span of control f. Change g. Rank and status h. Electronic noise 1.

2.

3.

4.

5.

6.

7.

8.

Feedback not accepted Loud sound from suction (saliva ejector) during a procedure No communication before implementing new protocol A breakdown in the upward flow of the message A team member using position as a form of power over others A large volume of work Poor or nonexistent policies and procedures A good idea presented at the wrong time

1. ANS: D DIF: Recall REF: p. 86 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 2. ANS: H DIF: Recall REF: p. 86 OBJ: 3

3.

4.

5.

6.

7.

8.

TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication ANS: F DIF: Recall REF: p. 86 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication ANS: B DIF: Recall REF: p. 86 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication ANS: G DIF: Recall REF: p. 86 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication ANS: A DIF: Recall REF: p. 86 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication ANS: E DIF: Recall REF: p. 86 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication ANS: C DIF: Recall REF: p. 86 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication

TRUE/FALSE 1. In a professional setting, patients seldom detect tension between members of the dental

healthcare team.

ANS: F

Patients easily perceive tension between members of the dental team, even when members behave professionally.

DIF: Recall REF: p. 86 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 2. All conflict should be considered as bad and undesirable.

ANS: F

The answer is false. All conflict is not considered as bad or undesirable. Conflict is a common experience in any relationship. How we use conflict determines its benefit. If conflict is used as a weapon and is destructive, it is considered to be nonfunctional. If conflict is used as a means to identify a problem and improve a situation, it can be viewed as a valuable tool for change and improvement.

DIF: Recall REF: p. 86 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 3. Staff meetings do not always have to be constructive.

ANS: F

The answer is false. Staff meetings should always be constructive and never destructive. They may serve as an effective tool for organizational communication and problem-solving. The type and duration of the meeting depend on its purpose.

DIF: Recall REF: p. 87 OBJ: 5 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication

Chapter 07: Computerized Dental Practice Gaylor: The Administrative Dental Assistant, 6th Edition MULTIPLE CHOICE 1. Additional software adds which of the following functions to a basic system? a. Ability to produce profit and loss statements. b. Identify patients who have not completed treatment plans. c. On demand training and support. d. Workflow applications.

ANS: D

Additional dental practice software adds a workflow application to the basic level. The ability to produce profit and loss statements is part of a basic system. Identify patients who have not completed treatment plans is part of a basic system. On demand training and support is part of a basis system.

DIF: Recall REF: p. 93 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 2. When a dental practice is considering a new computer software package, all personnel should

have input into the decision. Which member of the team will be most interested in assessing the recall function? a. The accountant b. The hygienist c. The dentist d. The administrative dental assistant ANS: B

When a new computer system is considered, the hygienist will be the individual most interested in the recall function of the software package. The accountant may be interested in the types of reports generated. The dentist may be interested in the types of reports generated.

The administrative dental assistant will want to know if the system will help with paperwork.

DIF: Recall REF: p. 95 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 3. One benefit of dental software is the ability to locate a patient in the system, by entering both

name and patient number. a. The first statement is true; the second statement is false. b. The first statement is false; the second statement is true.

c. Both statements are true. d. Both statements are false.

ANS: A

One benefit of dental software is the ability to locate a patient in the system, by either name or number. Both are not required.

DIF: Recall REF: p. 95 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 4. Electronic code sets can be standardized, or they can be unique to the software program.

Which of the following code sets is standardized? a. ADA code b. Procedure code category c. CDT code d. All are correct ANS: D

ADA, CDT, and procedure code categories are standardized code sets.

DIF: Comprehension REF: p. 94 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 5. Audit trails identify who entered or edited information. This is important for a paperless

dental practice because it records all changes to information and identifies who made the changes and on what date. This also meets what legal requirements? a. Americans with Disabilities Act b. Mandates of the HIPAA Security Rule c. American Dental Association guidelines d. Medicare part D ANS: B

Audit trails that identify who entered or edited information in the computer in a paperless dental practice are mandated by HIPAA Security Rules. The Americans with Disabilities Act is concerned with reasonable accommodation for disabled employees—not the security of the computer. The guidelines of the American Dental Association outline dental practices, rather than computer entries. Medicare part D deals with prescription drug coverage.

DIF: Recall REF: p. 95 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 6. The electronic scheduler function can do all of the following, except: a. allow the user to matrix the appointment scheduler according to production goals. b. alert scheduling staff if sufficient time is not scheduled between appointments. c. coordinate schedules when the patient sees more than one provider in the same

day. d. alert the user if the recall does not meet the insurance company’s standard.

ANS: D

The electronic scheduler does not alert the user if the recall does not meet the insurance company’s standard.

DIF: Recall REF: p. 97 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 7. A major advantage of a computerized system is: a. information that is common to all accounts is entered only once. b. it replaces the need for record storage. c. reports will not have to be customized. d. all software programs work the same way, so that extensive training is not needed.

ANS: A

One advantage of a computerized system is information that is common to all accounts is entered only once. Although storage needs are decreased with computerized record keeping, storage will always be necessary for old records and backup. The advantage of the computerized system is that it can be customized to meet the needs of the office. All software programs have different capabilities, so training will be necessary for the program to function.

DIF: Recall REF: p. 98 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 8. What determines the exact order and characteristics of the startup procedure? a. The status box b. The type of computer system c. The preference of the administrator d. The available backup system ANS: B

The type of computer system determines the exact order and characteristics of the startup procedure. The status box is used to fill in the daily schedule and generate routing slips. The preference of the designated administrator of the computer system does not affect the software application. The backup system is used to maintain copies of vital information. It does not have an effect on the startup procedure.

DIF: Recall REF: p. 101 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 9. The office manager asks you to back up the system. Which of the following describes the

procedure she wants you to complete? a. Manually record all daily transactions. b. Return all computers to the startup screen before you leave for the day. c. File all patients’ treatment records. d. Make an electronic copy of all information stored on the hard drive.

ANS: D

Backing up the system can be described as making an electronic copy of all information stored on the hard drive. It is not necessary to manually record all transactions when a computer and electronic backup system are used. Returning all computers to the startup screen or shutting them down is necessary to protect patient information, but it does not back up information. Filing all patients’ treatment records is not a method of backing up the system.

DIF: Application REF: p. 103 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 10. The primary purpose of a backup plan is to: a. safeguard the practice from loss of time and valuable information. b. provide for storage of information at more than one location. c. guard against computer downtime. d. prevent the need for use of a manual system when the computer system is down.

ANS: A

The primary purpose of a backup plan is to safeguard the practice from loss of time and valuable information. Storage of information in more than one area is not the primary purpose of a backup plan. When a computer system crashes, the backup will not keep the system from being down for a time, but it will protect the information. A manual system may have to be used when the computer system is down, but information will not be lost.

DIF: Recall REF: p. 101 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 11. A/an _______ is a company that provides patient billing, insurance verification, and

marketing and promotion services for a dental practice. a. outsource group b. third-party vendor c. marketing and promotion firm d. accounting firm ANS: B

A third-party vendor executes many dental practice tasks, including patient billing, insurance verification, and marketing and promotion.

DIF: Application REF: pp. 94, 96, 103 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 12. A paperless dental practice uses a _______ software program. a. level one (basic) b. level two (intermediate) c. level three (advanced) d. level four (complex) ANS: C

The advanced software system (level three) is designed to support a paperless dental practice.

DIF: Recall

REF: p. 105

OBJ: 1

TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 13. Which of the following should be considered when selecting a software package? a. The package places priority on the needs of the office manager. b. The package comes with sufficient support to run the software. c. The package offers the same features as those offered in similar practices. d. Both A and B. ANS: B

The software support is an important element of a tailored software package. The software package should meet the needs of all dental personnel who have a stake in the system. The features of the software package should be tailored to the unique requirements of your dental practice. The software support is an important element of a tailored software package.

DIF: Comprehension REF: p. 95 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 14. A printout that lists all payments made by the patient for tax reporting is called a/an _______. a. walkout statement b. (ICD)-9 c. truth-in-lending statement d. year-end summary ANS: D

The year-end summary lists all payments made by the patient for tax reporting purposes.

DIF: Comprehension REF: p. 96 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 15. A computerized recall system _______. a. allows the scheduling of patients 1 year in advance b. submits insurance claims electronically c. produces age reports d. can track patients who regularly do not show for scheduled appointments ANS: D

The recall feature can track patients who regularly do not show for scheduled appointments.

The electronic scheduling feature allows the scheduling of patients 1 year in advance. The insurance processing feature submits insurance claims electronically. The management reports feature produces age reports.

DIF: Recall REF: p. 97 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 16. Title, menu, tool, power, and status bars are basic elements of a Windows program. However,

most updated dental practice management programs do not use a Windows format. a. The first statement is true; the second statement is false. b. The first statement is false; the second statement is true.

c. Both statements are true. d. Both statements are false.

ANS: A

The first statement is true; the second statement is false: Most updated dental practice management programs use a Windows format and have the same basic elements: title bars, menu bars, tool bars, power bars, and status bars.

DIF: Comprehension REF: p. 98 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 17. A computerized account identifies _______. a. the person receiving dental treatment b. the person who is financially responsible for paying the account c. the legal guardian or head of household d. the patient’s insurance company ANS: B

Computerized and manual accounts identify the person who is financially responsible for paying the account. Both manual and computerized accounts identify the person who is financially responsible for paying the account, not the person receiving dental treatment, the legal guardian or head of household, or the patient’s insurance company.

DIF: Recall REF: p. 98 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 18. The only way to protect stored information is to: a. print and file the information on a regular basis. b. utilize password protection. c. constantly back up the system. d. implement the operator verification protocol.

ANS: C

Constantly backing up the system is the only way to protect stored information.

DIF: Recall REF: p. 103 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 19. What should you do if the computer system fails to start? a. Cancel all patient appointments until the system is up and running. b. Ask patients to wait in the reception area until the system is up and running. c. Use the ―honor system‖—upon completion of treatment, ask patients to return to

the office at their earliest convenience to complete the transaction (schedule appointments, pay for services rendered, etc.). d. Record transactions in a daily journal and enter the data when the system is up and running.

ANS: D

If the computer system fails to start, be prepared to record transactions in a daily journal, and enter the data when the system is up and running. Instead of canceling appointments, waiting, or relying on a patient integrity, use a manual system until the computerized system is up and running.

DIF: Comprehension REF: pp. 105, 106 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 20. Which of the following statements is false? a. In most cases, if the computer system fails, it will be up and running in a few

hours. b. Printing the weekly appointment book at the end of each day will ensure that you

have a backup appointment book in the event that the computer system fails. c. If the computer system fails, keep track of patients who need appointments, and

contact them as soon as possible to schedule their next appointment. d. The dental practice should have a backup plan in place that will allow the practice

to function without the computer system for several hours.

ANS: D

The dental practice backup plan should allow the practice to function without the computer system for several days, not hours.

DIF: Comprehension REF: pp. 95, 105, 106 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 21. Of the following which is the most important legal consideration when selecting a software

package? a. Recall reactivation b. HIPPA requirements for security c. Patient billing d. Insurance processing ANS: B

Many different functions should be considered when a software package is selected, and all of the answers are correct. HIPPA requirements for security need to be of utmost consideration.

DIF: Application REF: p. 105 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 22. When a computer system fails, who is responsible for a backup plan? a. The administrative assistant b. The dental hygienist c. The dentist d. All members of the dental healthcare team ANS: D

You never know when a computer system may fail. All members of the dental healthcare team must be prepared with a backup plan.

DIF: Recall REF: p. 101 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 23. The advantage of a computerized system which allows the administrative dental assistant and

other members of the dental healthcare team to complete several functions at once is valuable in which of the following ways? a. Improves the profit and loss statement. b. Kicks out invalid insurance claims. c. Confirms recall appointments. d. Improves communication.

ANS: D

One advantage of a computerized system is that it allows the administrative dental assistant and other members of the dental healthcare team to complete several functions by maximizing the computerized database, spreadsheet, and word processing functions. When these tasks are completed before the patient leaves the office, the dental practice is assured that all necessary transactions have been posted, the insurance process has been completed, and the next appointment has been scheduled. These steps improve communications with the patient by providing detailed information and help the assistant become more organized in the completion of required tasks.

DIF: Comprehension REF: p. 96 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 24. The feature of a computerized system which stores information in the database to be used to

generate notices is which of the following? a. Electronic scheduler b. Clinical integration c. Recall and reactivation d. Insurance processing ANS: C

In a computerized system, information stored in the database is used to automatically generate notices and produce reports that identify patients who are scheduled for recall and reactivation. The electronic scheduler is the digital version of the appointment book. Clinical integration facilitates fully integrated patient records. The system allows the administrative dental assistant to submit claims daily, track all claims, and print reports for follow-up.

DIF: Recall REF: p. 96 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties MATCHING

Basic and additional dental practice software programs are available. Match each software feature with its corresponding program.

Programs

a. Basic b. Additional 1.

2.

3.

4.

5.

6.

Electronic scheduling Intraoral imaging and digital radiographs Communicate with referring or referral dentist and/or physician Provide electronic eligibility verification Generate profit and loss statement Automatically send patient billing

1. ANS: A DIF: Recall REF: p. 93 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 2. ANS: B DIF: Recall REF: p. 93 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 3. ANS: A DIF: Recall REF: p. 92 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 4. ANS: B DIF: Recall REF: p. 94 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 5. ANS: A DIF: Recall REF: p. 93 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 6. ANS: B DIF: Recall REF: p. 94 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties TRUE/FALSE 1. More than one patient can be assigned to an account.

ANS: T

More than one patient can be assigned to an account. In fact, families whose members all go to the same dentist are frequently assigned a family account number.

DIF: Recall REF: p. 99 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 2. Computerized systems offer more posting functions than a manual system.

ANS: F

The same functions are available in computerized and manual systems.

DIF: Recall REF: p. 99 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 3. Computerized and manual appointment matrixes differ in time units provided.

ANS: F

The system allows the scheduler to be matrixed in the same way that an appointment book is matrixed.

DIF: Recall REF: p. 101 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties SHORT ANSWER 1. The National Provider Identifier Standard, a unique identification number for healthcare

providers, is ____________on all electronic transactions.

ANS:

required DIF: Recall REF: p. 94 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties

Chapter 08: Patient Clinical Records Gaylor: The Administrative Dental Assistant, 6th Edition MULTIPLE CHOICE 1. What is the primary function of the clinical record? a. To provide a dental history for the patient b. To provide identification of the patient c. To document dental treatment d. To provide the dental healthcare team with information ANS: D

The primary function of the patient’s clinical record is to provide a total picture of the patient and the patient’s needs. The dental history is a component of the clinical record.

Patient identification is a component of the clinical record. Documented dental treatment is a component of the clinical record.

DIF: Comprehension REF: p. 107 OBJ: 1 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, E. Demonstrate an Understanding of Treatment Documentation 2. The key elements of record keeping include organization, completeness, and: a. accuracy. b. consistency. c. neatness. d. accessibility.

ANS: B

The key elements of record keeping include organization, completeness, and consistency.

Accuracy is important but is not considered a key element. Neatness is important but is not considered a key element. Accessibility is important but is not considered a key element.

DIF: Recall REF: p. 107 OBJ: 3 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, E. Demonstrate an Understanding of Treatment Documentation 3. The component of the patient clinical record that is considered necessary is the registration

form because it contains: a. a correspondence log. b. accurate clinical documentation. c. insurance and key legal provisions. d. treatment plan form.

ANS: C

A necessary component of the patient clinical record is the registration form because it contains all necessary patient personal and insurance information. The correspondence log may or may not be included in the patient record. The signature on the file form may or may not be included in the patient record. The treatment plan form may or may not be included in the patient record.

DIF: Recall REF: p. 107 OBJ: 3 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, E. Demonstrate an Understanding of Treatment Documentation 4. Patients should be able to see the information in their clinical record. HIPAA regulations state

that the office should provide access to the records or should provide a copy within 30 days of a written request. This is known as: a. Limits on Use of Personal Medical and Dental Information. b. Confidential Communications. c. Access to Clinical Records. d. Protected Health Information.

ANS: C

The HIPAA regulation that allows patients to view their clinical records is Access to Clinical Records. Limits on Use of Personal Medical and Dental Information is governed by HIPAA regulations but is not related to patients’ ability to view their own records.

Confidential Communications are governed by HIPAA regulations but are not related to patients’ ability to view their own records. Protected Health Information is governed by HIPAA regulations but is not related to patients’ ability to view their own records.

DIF: Recall REF: p. 110 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 5. Which of the following describes the Equivalent Requirements for Government? a. State that the provisions of the Privacy Rule generally apply equally to private

sector– and public sector–covered entities. b. Indicate that law enforcement activities are limited. c. Are concerned that oversight of the healthcare system is provided.

d. Ensure that judicial and administrative proceedings are completed.

ANS: A

Equivalent Requirements for Government state that the provisions of the Privacy Rule generally apply equally to private sector– and public sector–covered entities.

DIF: Recall REF: p. 110 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 6. Documenting postoperative and other instructions given to the patient accomplishes which of

the following? a. Establishes a standard of care. b. Provides evidence the information was given to the patient. c. Provides a reminder to the staff as to the previous conversations. d. Completes a patient to provider bond.

ANS: B

Records can be read by patients, released to others, and read in a court of law. Recording the instructions, and subsequently documenting whether they were followed, established an intent on the part of the dental practitioner.

DIF: Recall REF: p. 132 OBJ: 5 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, E. Demonstrate an Understanding of Treatment Documentation 7. What is the most important reason why complete medical history is taken before dental

treatment is provided? a. It should not be taken because it violates the patient’s confidentiality. b. To make the dentist aware of any medication the patient is taking. c. Because the patient’s medical doctors are reluctant to release information to a dental office. d. Careful review of medical history will alert the dentist to possible interactions between dental and medical treatment.

ANS: D

It is necessary to take a complete history before treatment is begun because careful review of medical history will alert the dentist to possible interactions between dental and medical treatment. Taking a complete history for use by the dentist in planning treatment does not violate a patient’s confidentiality. Although the dentist must be aware of the patient’s medication, this is only a part of the necessary information. With a release from the patient, the medical office will release information, but the patient may be seen by more than one physician, so the patient may be able to personally give more complete information.

DIF: Comprehension REF: p. 107 OBJ: 5 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, A. Demonstrate Understanding of Preliminary Examination 8. Maintaining clinical records starts and ends with the _______, who plays a key role in

protecting the dental practice from malpractice litigation. a. administrative assistant b. dentist

c. hygienist d. expanded function assistant ANS: A

Each dental healthcare team member plays an important role in the collection, recording, and maintenance of clinical records. It is the responsibility of each member to ensure that the information contained within each clinical record is accurate, factual, and complete. However, the process of maintaining both manual and electronic healthcare records begins and ends with the administrative dental assistant.

DIF: Recall REF: p. 131 OBJ: 5 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, E. Demonstrate an Understanding of Treatment Documentation 9. Diagnostic models are: a. stored in the patient clinical record. b. used to provide patient teaching. c. casts of the patient’s mouth. d. used for practice in a dental assisting class.

ANS: C

Diagnostic models are casts of the patient’s mouth. Diagnostic models are not stored in the patient’s clinical record, although they are a part of the record. Diagnostic models are plaster casts and are not meant to be used to provide patient teaching or practice in the classroom.

DIF: Recall REF: p. 127 OBJ: 3 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, D. Demonstrate and Understanding of Diagnostic Aids 10. If a mistake is made in the clinical record, what procedure should be followed to make the

correction? a. Replace the form and rewrite the information. b. Use ―whiteout‖ to cover the error and rewrite the information over it. c. Cross it out so it is illegible, dated, and initialed. d. Cross out the error with a single line, date and initial the error, and then write the correction information.

ANS: D

The proper way to correct an error in a clinical record is to cross out the error with a single line, date and initial the error, and then record the correction information. Forms should never be removed and replaced when an error has been made. Using ―whiteout‖ to cover an error is not permitted in clinical records. Crossing out errors in clinical records so they are illegible is not permitted.

DIF: Recall REF: p. 133 OBJ: 4 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, E. Demonstrate an Understanding of Treatment Documentation 11. Why is it important to document missed and broken appointments in the clinical record? a. In order that patients can be billed if they failed to give timely notice b. In order to send a follow-up letter explaining the importance of continued

treatment

c. To document the intent of the dentist to complete work and follow-up in a timely

manner d. To document that postoperative instructions are not being followed ANS: C

Broken or missed appointments should be noted in the clinical record to document the intent of the dentist to complete work and follow-up in a timely manner in the event that the patient suffers ill effects because treatment was not completed. Although the patient may be billed for failure to keep an appointment, this is not the reason why it is documented in the clinical record. Even though the patient fails to keep the appointment, he or she may be following postoperative instructions. Follow-up communication should occur when an appointment is missed, although this would not be documented in the clinical record.

DIF: Recall REF: p. 132 OBJ: 5 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, E. Demonstrate an Understanding of Treatment Documentation 12. The standard abbreviation WNL on a dental chart stands for: a. Without Normal Lines. b. Within Normal Limits. c. We Never Looked. d. West Nile Virus.

ANS: B

It is important to be as thorough as possible in recording dental findings. WNL is an accepted standard that means within normal limits.

DIF: Recall REF: p. 110 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, E. Demonstrate an Understanding of Treatment Documentation 13. Which of the following is not included in the written privacy procedures? a. Which members of the staff will have access to private health information? b. How private health information will be used? c. Where off-site computer backups are located? d. When private health information may be disclosed?

ANS: C

Written privacy procedures do not identify the location of off-site computer backups or electronic record storage. Written privacy procedures should determine which members of the staff have access to private health information and should determine how private health information will be used and disclosed.

DIF: Recall REF: p. 110 OBJ: 5 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, E. Demonstrate an Understanding of Treatment Documentation 14. The primary reason for carefully maintaining clinical records is to: a. support the need for dental treatment. b. justify the actions of the dentist. c. provide information for forensic odontology. d. support the need for dental treatment and justify the actions of the dentist.

ANS: D

The principal reasons for keeping adequate files are to support the need for dental treatment and justify the actions of the dentist. Clinical dental records are used occasionally for forensic evidence, but this is not the primary reason for carefully maintaining clinical records.

DIF: Recall REF: p. 127 OBJ: 5 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, E. Demonstrate an Understanding of Treatment Documentation 15. Which of the following forms provides the dental practice with the patient’s demographic and

financial information? a. The patient registration form b. The comprehensive medical history c. The dental history d. The treatment plan ANS: A

The patient registration form is used to collect patient demographic and financial information.

The comprehensive medical history alerts the dental team to any possible contraindications in dental treatment but does not provide patient demographic or financial information. The dental history provides information pertaining to previous dental treatment but does not provide patient demographic or financial information.

The treatment plan uses diagnostic information to map a course of treatment but does not provide patient demographic or financial information.

DIF: Recall REF: p. 135 OBJ: 3 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, E. Demonstrate an Understanding of Treatment Documentation 16. Which of the following is NOT an advantage of computer-generated clinical records? a. It reduces the need to employ an administrative assistant. b. Entries are automatically signed with the code of the person making the entry. c. All needed information must be entered before the program can be closed. d. Computer-generated progress notes are more easily read than handwritten entries.

ANS: A

The duties of the administrative assistant may differ depending on the type of record system used (paper records vs. computer-generated clinical records), but the role is not made redundant when computer-generated records are used. Automatically signed records, complete records, and legibility are an advantage of computer-generated clinical records.

DIF: Recall REF: p. 108 OBJ: 2 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, E. Demonstrate an Understanding of Treatment Documentation 17. In a court of law, information left out of records is assumed to have never existed. Standard

abbreviations are used on dental records to save charting space. a. The first statement is true; the second statement is false. b. The first statement is false; the second statement is true. c. Both statements are true. d. Both statements are false.

ANS: A

ANS: Dental records must be as complete as possible, especially considering the risk.

Information left out of records is assumed, in a court of law, to have never existed. Standard abbreviations are used on clinical records because individuals outside of the scope of dental practice may need to read and refer to the information.

DIF: Recall REF: p. 108 OBJ: 5 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, E. Demonstrate an Understanding of Treatment Documentation 18. Without a patient’s written authorization, personal health information (PHI) cannot be shared

with others for purposes unrelated to their healthcare. However, the Privacy Rule (HIPAA) mandates the disclosure of limited health information to satisfy specific public responsibilities. a. The first statement is true; the second statement is false. b. The first statement is false; the second statement is true. c. Both statements are true. d. Both statements are false.

ANS: A

The first statement is true; the second statement is false: PHI cannot be shared with others for purposes unrelated to their healthcare, without written authorization. The Privacy Rule permits, but does not require, the disclosure of health information for specific public responsibilities.

DIF: Recall REF: p. 110 OBJ: 5 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, E. Demonstrate an Understanding of Treatment Documentation 19. New patients should be instructed to arrive _______ early to complete paperwork if they are

unable to complete the registration and medical history forms before arriving for their first appointment. a. 5 minutes b. 15 minutes c. 30 minutes d. 60 minutes ANS: B

Five minutes is not long enough and 30 minutes or longer is too much time to complete the new patient registration and medical history forms. Instruct the patient to arrive 15 minutes early, unless he or she can complete the paperwork before arriving for the first appointment.

DIF: Recall REF: p. 126 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 20. Of the following diagnostic tools, which is used to photograph teeth and their surrounding

tissue? a. Digital radiograph imaging system b. Periodontal evaluation procedure c. Intraoral study model technique

d. Intraoral imaging system ANS: D

Intraoral imaging systems are used to take diagnostic photographs of teeth and their surrounding tissue.

DIF: Recall REF: p. 127 OBJ: 4 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, D. Demonstrate and Understanding of Diagnostic Aids 21. The dental healthcare team can lessen the likelihood of a malpractice suit through _______, a

process of identifying procedures that are not in compliance with mandated regulations. a. treatment planning b. cross-referencing c. risk management d. hazard assessment ANS: C

Risk management is a process of identifying and correcting possible conditions or regulation violations.

DIF: Recall REF: p. 127 OBJ: 5 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, E. Demonstrate an Understanding of Treatment Documentation 22. Major issues that may cause a patient to question the quality of dental treatment include which

of the following? a. Poor communication and record keeping b. Tense communication between staff c. Poor communication and record keeping and tense communication between staff d. None are correct ANS: C

Major issues that may cause the patient to question the quality of dental treatment include poor communications, poor dental healthcare team relationships, and poor record keeping.

These problems can reduce the level of confidence between the patient and the dental healthcare team. During risk management evaluations, these areas should be identified and corrected before they create a need to defend in an alleged malpractice case.

DIF: Comprehension REF: p. 127 OBJ: 5 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 23. The term that refers to the process which identifies conditions that can lead to alleged

malpractice or to procedures not in line with mandated regulations is which of the following? a. Risk management b. Risk aversion c. Risk compliance d. HIPAA compliance ANS: A

Risk management is a process that identifies conditions that may lead to alleged malpractice or procedures that are not in compliance with mandated regulations. Through a process of identifying and correcting possible conditions or violations, the dental healthcare team can lessen the risk of malpractice suits and deliver quality care to all patients.

DIF: Recall REF: p. 135 OBJ: 5 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, E. Demonstrate an Understanding of Treatment Documentation 24. The responsibility to maintain organized clinical records belong to which of the following? a. Clinical assistant b. Administrative dental assistant c. Dental hygienist d. Dentist ANS: B

It is the responsibility of the administrative dental assistant to maintain organized clinical records. The administrative dental assistant collects information, organizes the clinical record, checks for completeness, and safeguards the integrity of the record.

DIF: Recall REF: p. 135 OBJ: 1 | 5 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, E. Demonstrate an Understanding of Treatment Documentation 25. HIPAA Privacy Rules that apply to clinical dental records are which of the following? a. Partial accessibility to clinical records for patients and notice of privacy in the

dental records b. Full accessibility to clinical records for the staff and written HIPAA regulations in the patient’s chart c. Full accessibility to clinical records for patients and notice of privacy provided to the patient d. PHI can be shared with other family members with the patient’s verbal consent ANS: B

Privacy Rules that apply to clinical dental records: Patients should be able to see the information in their clinical records. The dental office (or any covered entity) must provide patients with a copy of the notice while explaining to patients how their personal medical information may be used and their rights under the HIPAA. PHI cannot be shared with others for purposes not related to their healthcare without written authorization from the patient.

Healthcare professionals must take reasonable steps to ensure that their communications with patients are confidential.

DIF: Comprehension REF: p. 110 OBJ: 5 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, E. Demonstrate an Understanding of Treatment Documentation 26. In the process of collecting patient information, which of the following steps would you not

complete? a. Gather information on the first contact (phone call). b. E-mail the patient a set of dental and medical history forms to fill out. c. Review the information with the patient.

d. Call the patient’s physician to confirm health information.

ANS: D

Gathering and organizing information for clinical records can be accomplished in many ways.

Although the process and routine may vary depending on the technology used, the types of information needed remain the same and include: first call, sending forms or have forms available and ready at the patient’s first appointment, confirm the information with the patient, and collect information during the examination as directed by the dentist.

DIF: Application REF: p. 126 OBJ: 4 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, E. Demonstrate an Understanding of Treatment Documentation COMPLETION 1. The clinical chart notation NSF is an abbreviation for No Significant ______.

ANS: Findings DIF: Recall REF: p. 134 OBJ: 4 TOP: CDA, General Chairside, I. Patient Preparation and Documentation, E. Demonstrate an Understanding of Treatment Documentation MATCHING

The security measures below are administrative, physical, or technical safeguards designed to protect the confidentiality of patient records. Match each safeguard with its corresponding safety measure. a. Administrative safeguard b. Physical safeguard c. Technical safeguard 1.

2.

3.

4.

5.

6.

7.

8.

9.

Protection of electronic systems from environmental hazards Security incident procedures Unique user identification (password protection) Staff clearance procedure that identifies staff members who have access to ePHI Audit controls Data backup plan Termination procedure Retention of off-site computer backups Emergency access procedures

1. ANS: B DIF: Recall REF: p. 110 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, Administrative Duties 2. ANS: A DIF: Recall REF: p. 110 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, Administrative 3. ANS: C DIF: Recall REF: p. 110 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, Administrative 4. ANS: A DIF: Recall REF: p. 110 OBJ: 3

TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, Administrative 5. ANS: C DIF: Recall REF: p. 110 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, Administrative 6. ANS: A DIF: Recall REF: p. 110 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, Administrative 7. ANS: A DIF: Recall REF: p. 110 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, Administrative 8. ANS: B DIF: Recall REF: p. 110 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, Administrative 9. ANS: C DIF: Recall REF: p. 110 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, Administrative TRUE/FALSE 1. Noncompliance with statutes and regulations established by federal law can result in the

dentist losing his or her dental license.

ANS: T

Noncompliance with regulations established by federal law can lead to fines, revocation of licenses, cancellation of contracts, and lawsuits.

DIF: Recall REF: p. 127 OBJ: 5 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, Administrative

Chapter 09: Information Management and Security Gaylor: The Administrative Dental Assistant, 6th Edition MULTIPLE CHOICE 1. Alphabetic filing systems follow strict rules. These rules have been standardized by: a. the American National Standards Institute (ANSI). b. the Association of Records Managers and Administrators (ARMA). c. the American Dental Association (ADA). d. the Dewey Decimal filing system.

ANS: B

Alphabetic filing system follows strict rules. These rules have been standardized by ARMA, the Association of Records Managers and Administrators, and are recognized as an American National Standard by the American National Standards Institute (ANSI). The purpose of standardization is to establish consistent methods of filing. The ANSI recognizes the ARMA rules but did not establish the rules. The ADA is not concerned with filing systems. The Dewey Decimal filing system is the system used in public libraries.

DIF: Recall REF: p. 137 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 2. The arrangement of a name, subject, or number is referred to as: a. a filing unit. b. a filing segment. c. indexing.

d. simplified filing.

ANS: C

The arrangement of a name, subject, or number is referred to as indexing. A filing unit may be a number, letter, word, or any combination of these. A filing segment is one or more filing units. Simplified filing rules state that a surname with a prefix is indexed and filed as a single unit, and business names are filed in accordance with the same rules that are followed with personal names.

DIF: Recall REF: p. 137 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 3. Which of the following is filed in both patient and business categories? a. Accounts receivable b. Confidential personnel records c. Patient information d. Insurance records ANS: D

Insurance records are filed in both business and patient categories. Accounts receivable records are filed as a business category only. Confidential personnel records are filed as a business category only. Patient information files are filed as a patient category only.

DIF: Comprehension REF: p. 142 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 4. When a file is removed from the system, what should be left in its place? a. A guide b. An out-guide c. Numeric indexing d. It is not necessary to leave anything in its place ANS: B

When a file is removed from the system, one should always leave an out-guide in its place so the whereabouts of the file are known. A guide is used to divide a filing system into small sections—not to replace a removed file. Numeric indexing can be used in place of or in conjunction with alphabetic filing. It is always necessary to insert a placeholder when a file is removed from the system.

DIF: Recall REF: p. 143 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 5. Aging labels are designed to: a. designate the patient’s age. b. identify patients who qualify for Medicare insurance. c. allow for easy identification of when a patient was last seen. d. identify when labels are old and need to be replaced.

ANS: C

Aging labels are designed to allow for easy identification of when a patient was last seen, not their age.

DIF: Recall REF: p. 143 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 6. When patient files are alphabetized by name, surnames that have a prefix are indexed: a. as a single unit with the surname. b. by prefix without consideration of surname. c. by surname without consideration of the prefix. d. as a single unit only if the prefix is capitalized.

ANS: A

A surname with a prefix is alphabetized as a single unit. The prefix must be considered when the file is alphabetized by name. The surname must be considered when the file is alphabetized by surname. The surname with a prefix is alphabetized as a single unit, regardless of whether the prefix is capitalized.

DIF: Recall REF: p. 137 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 7. You are assigned to do the filing in the dental office. You want to put the files in order before

you take them to the record room. Which file will be the first? a. Joanna Del la Cruz b. Della, J. Cruz c. Joanna Della Cruz M.D. Inc. d. Della Cruz Dental Lab ANS: B

Della, J. Cruz would be the first file. Joanna Del la Cruz would be filed as De la Cruz, Joanna, and would be secondary to Della, J. Cruz. Joanna Della Cruz M.D. Inc. is a business name and should be filed as written. Della Cruz Dental Lab is a business name and should be filed as written.

DIF: Application REF: p. 137 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 8. College degrees such as DDS, DMS, and PhD are used in indexing: a. so that staff will address the patient properly. b. only to distinguish between two identical names. c. never. d. in accordance with the preferences of the individual dental office.

ANS: B

College degrees such as DDS, DMS, and PhD are used in indexing only to distinguish between two identical names. How the patient is addressed has no bearing on how clinical records are filed. Tiles are used to distinguish one file from another with the same name.

Rules for alphabetizing must be followed; if an office chooses to use its own system, the system would have to be taught to all new employees because it would be unlike any system they had previously used.

DIF: Recall REF: p. 137 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 9. The purposes of following a systematic approach to information management are to simplify

the retrieval process and ensure the precise location of documents and records. In an electronic environment, the storage system includes all but which of the following? a. Hard drives with PC and network servers b. CD c. Methods for organizing documents d. Tape backup ANS: C

Methods used for organization of documents are needed in a paper record management system. Electronic record keeping systems require PCs with hard drives and/or a network system, compact discs, and tape backup systems.

DIF: Application REF: p. 136 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 10. Safeguarding records includes all of the following except which one? a. Know where the records are at all times. b. Take sensitive document home to a secure location. c. Make copies of records only when needed. d. Return records to the file cabinet at the end of the day.

ANS: B

Know where records are at all times. Records should never be removed from the office.

Copies of records can be made when the information is needed for work outside the office.

Records should be returned to the file cabinet at the end of each day. The chance of losing or destroying them is reduced when records are kept in the file cabinet. Vertical files offer some protection from fire and water damage if files are tightly compressed and drawers are locked.

Lateral files stored in cabinets provide the best protection; drawers should be closed and locked. Ledger cards and other file cards that are usually set out during the day should be placed in a file drawer at night for storage and protection.

DIF: Recall REF: p. 145 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 11. Because of their forensic significance, _______ should be kept indefinitely. a. full mouth radiographic surveys b. open accounts

c. accident reports d. contracts ANS: A

Full mouth radiographic surveys should be retained indefinitely for their significance in forensic dentistry. Open accounts are subject to the state’s statute of limitations and need not be kept indefinitely for forensic evidence. Accident reports are subject to the state’s statute of limitations and need not be kept indefinitely for forensic evidence. Contracts are subject to the state’s statute of limitations and need not be kept indefinitely for forensic evidence.

DIF: Recall REF: p. 146 OBJ: 7 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 12. When files are destroyed, a cross-reference list should be kept and should include all the

following except: a. the types of documents being destroyed. b. the time period that the documents represented. c. the method used for destruction. d. the signature of the person authorizing the file destruction.

ANS: D

You should destroy records and files only under the direct order of your employer. The signature of your employer is not, however, required on the cross-reference list. The types of documents being destroyed should be included on the cross-reference list. The time period that the documents represented should be included on the cross-reference list. The method used for destruction should be included on the cross-reference list.

DIF: Recall REF: p. 146 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 13. Which transfer method identifies files and records that have been inactive for a predetermined

length of time? a. Periodic method b. Permanent method c. Perpetual method d. Perennial method ANS: C

Once a file or record reaches the predetermined length of time, according to the perpetual transfer method, the file is removed from the active filing system and is placed in the inactive filing system.

DIF: Recall REF: p. 146 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 14. Within the dental practice, most filing is done _______. a. according to subject b. alphabetically c. chronologically

d. geographically ANS: B

Most filing in a dental practice is done alphabetically, rather than according to subject alphabetically, or geographically.

DIF: Recall REF: p. 137 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 15. Bank statements, business reports, and tax records are filed according to subject and then are

subdivided _______. a. chronologically b. by vendor c. alphabetically d. by specific individual or organization ANS: A

Bank statements, business reports, and tax records are filed according to subject and then are subdivided chronologically. Accounts payable are filed according to subject and then are subdivided by vendor. Payroll records are filed according to subject and then are subdivided alphabetically. Professional correspondence is filed according to subject and then is subdivided by specific individual or organization.

DIF: Recall REF: p. 141 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 16. _______ are built-in shelving units popular in dental offices for filing patient charts. a. Vertical files b. Lateral files c. Card files d. Diagonal files ANS: B

Lateral files take up less floor space as built-in shelving units and are a popular choice in dental offices. Vertical files are cabinets arranged one on top of another, as opposed to lateral files, which are modular or built-in shelving systems. Card files are contained in a small counter-top box for quick reference.

DIF: Recall REF: p. 142 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 17. File folders that have a series of three top tabs (far left, center, and far right) are referred to as

1/3 cut. This specific type of folder is used primarily in the lateral filing system. a. The first statement is true; the second statement is false. b. The first statement is false; the second statement is true. c. Both statements are true. d. Both statements are false.

ANS: A

The first statement is true; the second statement is false: 1/3 cut file folders are primarily used in vertical, not lateral, filing systems.

DIF: Recall REF: p. 142 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 18. Color-coded files typically use a different color for _______ of the alphabet. a. each letter b. the first 10 letters c. the first 13 letters d. every other letter ANS: C

Usually, a color-coding system uses a different color for the first 13 letters of the alphabet and then repeats the pattern of colors with a mark for the second half of the alphabet.

DIF: Recall REF: p. 134 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 19. Which of the following is a systematic step designed to save time during filing? a. Coding b. Indexing c. Sorting d. Inspecting ANS: C

Sorting is a systematic step designed to save time during filing.

DIF: Recall REF: p. 145 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 20. Which of the following is considered incorrect filing protocol? a. The first letter that is different in any unit determines the alphabetic order. b. Nicknames are treated as first names. c. Initials are filed as if they were spelled out. d. Abbreviations are filed as written.

ANS: D

When documents are filed with correctly indexed names, abbreviations are filed as if they were spelled out, not as written.

DIF: Recall REF: p. 174 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 21. Which of the following is true? a. Lateral files contained in cabinets are the most susceptible to fire and water

damage. b. Records should be returned to the file cabinet at the end of each week.

c. Recapturing information lost in a computer system is fairly inexpensive. d. Records should never be removed from the office.

ANS: D

Copies of records can be made when information is needed for work outside the office; however, records should never be removed from the office. Lateral files contained in cabinets offer the most protection from fire and water damage. Records should be returned to the file cabinet at the end of each day. Recapturing information lost in a computer system is expensive, time-consuming, and almost impossible.

DIF: Recall REF: p. 136 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 22. In today’s dental practice, the storage of information may involve both paper files and

electronic files. Because methods of documentation may vary, the principles of a records management program will change based on a patient need. a. Both statements are true. b. The first statement is true; the second statement is false. c. The first statement is false; the second statement is true. d. Both statements are false.

ANS: B

The first statement is true; the second statement is false: In today’s dental practice, the storage of information may involve both paper files and electronic files. Although methods of documentation may vary, the principles of a records management program will always be the same.

DIF: Recall REF: p. 137 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 23. When filling out a patient chart, the filing segment which presents a middle name or initial is

which of the following units? a. 1 b. 2 c. 3 d. 4 ANS: C

Unit 1 contains the last name; Unit 2 contains the first name; Unit 4 contains a title, appendage, or degree.

DIF: Recall REF: p. 137 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 24. Which of the following statements is/are true about using titles and suffixes? a. Titles are placed in the last filing unit and are filed as written. b. Titles and suffixes are not used as a filing unit. c. Titles and suffixes are used to distinguish between two or more identical names. d. All are correct.

ANS: D

Titles and suffixes are not used as a filing unit except when they are needed to distinguish between two or more identical names. When used, titles and suffixes are placed in the last filing unit and are filed as written (MC23).

DIF: Recall REF: p. 137 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 25. Which of the following statements is correct concerning hyphenated surnames? a. They are treated as one unit and file by the second name. b. They become unhyphenated in the system and are filed by the second name. c. They are treated as one unit and file by the first name. d. They become unhyphenated in the system and are filed by the first name.

ANS: C

Hyphenated surnames are treated as one unit.

DIF: Recall REF: p. 141 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 26. Business records include all except which of the following? a. Insurance records b. Accounts payable c. Accounts receivable d. Confidential personnel records ANS: A

Insurance records are part of patient and insurance information, not part of business records.

Business records consist of all documents that pertain to the operation of the dental practice.

DIF: Recall REF: p. 141 OBJ: 6 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties COMPLETION 1. One or more filing units (e.g., the total name) make up a ______segment.

ANS: filing DIF: Recall REF: p. 137 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties MATCHING

Match each filing method with its corresponding use. a. Alphabetic b. Geographic

c. Numeric d. Subject e. Chronological 1.

2.

3.

4.

5.

Used for very large numbers of records Used to categorize records according to city, zip code, area code, state, or country With only one exception, all basic filing methods use this arrangement Used to file documents according to date, month, or year Used for business records

1. ANS: C DIF: Recall REF: p. 139 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 2. ANS: B DIF: Recall REF: p. 139 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 3. ANS: A DIF: Recall REF: p. 137 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 4. ANS: E DIF: Recall REF: p. 139 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 5. ANS: D DIF: Recall REF: p. 139 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties TRUE/FALSE 1. Inactive records must be stored with the active files, until the patient confirms, in writing, his

or her intent to leave the dental practice.

ANS: F

Inactive files should be removed from the active files and stored in a less convenient area; written consent is not required.

DIF: Comprehension REF: p. 146 OBJ: 7 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 2. Organizational standards require a dental practice to have contracts of other arrangements

with various business associates who have access to ePHI that provides specific criteria for the protection of the patients ePHI. ANS: T DIF: Recall OBJ: 6 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 3. HIPAA Rules supersede any other patient record protection regulations.

ANS: F

HIPAA Rules provides the base for federal protection. However, the Rules are not the only laws that address the protection of health information. In some cases, state laws may be more stringent and must be followed.

DIF: Recall OBJ: 6 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 4. Technical safeguards apply to the protection of data transmitted over a network.

ANS: T

Technical safeguards involve processes that protect and monitor information access and protects data that is transmitted over a network. These safeguards typically are programed into a practice management system.

DIF: Recall OBJ: 6 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 5. In the event of a breach of records involving 500 individuals from the same state or region,

the dental practice would be required to alert the media.

ANS: T

If more than 500 individuals are from the same state or region, then the dental practice would also notify the media. If the breach affected less than 500 individuals, the dental practice would notify the Secretary of Health and Human Services (HHS), and the individuals and file a report within 60 days of the end of the calendar year.

DIF: Recall OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 6. Cybersecurity is a concern only to dental practices using electronic files.

ANS: F

Cybersecurity is necessary whether you have EHR on a locally installed computer or you access information over the Internet from a cloud service provider. Internet connection is necessary for many of the day-to-day function of the dental practice such as the transmission of electronic dental claims, communications with patients and health professionals, online banking, online appointment scheduling, and so on. Each one of these activities can open a portal for unwanted intrusion.

DIF: Recall OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties

Chapter 10: Dental Patient Scheduling Gaylor: The Administrative Dental Assistant, 6th Edition MULTIPLE CHOICE

1. Outlining or configuring the pages of an appointment book is known as: a. scheduling. b. assigning units. c. matrixing. d. cushioning.

ANS: C

Outlining or configuring the pages of an appointment book is known as matrixing. Scheduling is inserting patients into available time slots. Assigning units refers to the time segment of appointment blocks. Cushioning is time blocked of during the schedule to accommodate an emergency patient.

DIF: Recall REF: p. 149 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 2. The second step in the ―art‖ of scheduling is: a. working with the dental team to determine the amount of time needed for each

patient and the time that should be allotted between patients. b. deciding who will be doing the scheduling. c. considering the needs of patients and the dental healthcare team. d. developing a process for monitoring and adjusting the schedule to meet the goals

set by the team.

ANS: D

The second step in the art of scheduling is developing a process for monitoring and adjusting the schedule to meet the goals set by the team. Working with the dental team to determine the amount of time needed for each patient and the time that should be allotted between patients is the first step in the art of scheduling. Scheduling can be done by anyone, but to be effective, skills must be developed. The mechanics and art of scheduling must be combined so the needs of the practice, as well as the needs of patients, may be considered.

DIF: Recall REF: p. 149 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 3. What is the major advantage of a buttons or tabs on an appointment book? a. Locate open appointment times. b. Track production goals. c. Know when the office is open or closed. d. All are correct.

ANS: D

Buttons, tabs, and other features of the appointment book page helps you track appointments, find open appointment times, track productions goals, and know when the office is open or closed.

DIF: Recall REF: p. 151 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties

4. The dentist has told you that 5 units are needed to complete a procedure. What information do

you need to schedule the appointment? a. Customized code for the procedure b. Other staff who will be required to complete the procedure c. Instruments needed for the procedure d. Number of minutes in the unit (e.g., 10, 15) ANS: D

When scheduling appointments by units, you will need to know the number of minutes that make up the unit. It is not necessary to consider the customized codes for a procedure when scheduling an appointment. It is not necessary to know the additional staff required or the instruments needed to complete a procedure.

DIF: Comprehension | Application REF: p. 151 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 5. Which of the following is not a key to maximizing scheduling efficiency? a. The amount of money collected, and the extent of treatment provided on a daily

basis. b. The time of day that the dental healthcare team works smarter and faster. c. A procedure that may require utilization of an extended function dental assistant. d. The person who handles the scheduling.

ANS: A

The amount of monies collected, and the amount of treatment provided on a daily basis, are not key components for maximizing scheduling efficiency. Knowing the time of day that the dental healthcare team works smarter and faster is key to efficient scheduling. Recognizing procedures that may require the utilization of an extended function dental assistant is key to efficient scheduling. The person who handles the scheduling is key for efficient scheduling.

DIF: Comprehension REF: p. 154 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 6. The obligation of the dentist to make reasonable arrangements for emergency care is outlined

in which of the following documents? a. State Administrative Codes b. The ADA Principles of Ethics and Code of Professional Conduct c. Dental Providers’ Insurance Handbook d. The Guide to HIPAA regulations ANS: B

The ADA Principles of Ethics and Code of Professional Conduct require that the dentist must make reasonable arrangements for emergency care. State Administrative Codes delineate legal requirements for the professional and the business. Insurance handbooks contain information on insurance billing procedures and specific guidelines for that insurance provider—not office procedures for the dentist. The Guide to HIPAA regulations provides explanation of confidentiality requirements as well as the guidelines for continuance of health insurance from one employer to another when an individual has changed jobs.

DIF: Recall

REF: p. 155

OBJ: 3

TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 7. Which is the best description of a difficult patient? a. One who requires flexibility in appointment scheduling. b. A patient who calls to reschedule. c. Any patient who requires extra time and energy. d. A patient who is slow in paying the bill.

ANS: C

Any patient who requires extra time and energy can be described as a difficult patient. A patient who requires flexibility in appointment scheduling may have work or other life commitments. A person who calls ahead of time to reschedule is not considered difficult. A patient who is slow to pay bills may have a legitimate reason, such as billing cycle and paydays may not coincide.

DIF: Comprehension REF: p. 157 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 8. A patient calls at 10 AM to cancel his appointment at 2 this afternoon because of a work

emergency. What would be the best technique for filling that time period? a. Follow the established daily schedule. b. Use an established call list to fill the opening. c. Call patients with later appointments to move them up. d. Ask the dentist how he would like you to handle the issue.

ANS: B

Using an established call list is the best technique for filling an opening when a patient has canceled at the last minute. Following the daily schedule will leave gaps of time during the day when patients are not being seen. Attempting to move a patient with a later appointment may not solve the problem and may inconvenience the patient who needs to be moved. This is a task that the dental assistant can handle without asking the dentist.

DIF: Recall REF: p. 160 OBJ: 5 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 9. The daily schedule sheet can be found in all of the following areas except: a. treatment areas. b. the doctor’s private office. c. the reception area. d. laboratories.

ANS: C

The schedule should not be posted in the reception area to ensure the patient’s privacy.

Posting the daily schedule in treatment areas will help keep the entire staff on schedule throughout the day; posting it in the doctor’s private office will help keep the doctor on schedule; and posting it in the laboratory will help keep the technicians on schedule.

DIF: Recall REF: p. 160 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative

Duties 10. Which of the following is not true? a. The electronic scheduler ranges in size from 9  22 inches to 11  35 inches. b. The electronic scheduler can be customized to each individual practice. c. The electronic scheduler will track missed appointments. d. The pages of the electronic scheduler and the manual appointment book are very

similar, visually.

ANS: A

Manual appointment books vary in size, but the electronic scheduler is confined to the size of the computer screen.

DIF: Comprehension | Application REF: p. 149 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 11. Pages of the appointment book are divided into _______. a. rows b. columns c. bullets d. paragraphs ANS: B

Pages of the appointment book are divided into columns.

DIF: Recall REF: p. 151 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 12. Which appointment book feature is especially handy when scheduling recall appointments a

few months in advance? a. Predated appointment book pages b. Codes c. Bookmarks d. Calendar button ANS: D

A calendar button makes turning to any date in the future easy, especially when appointments are scheduled a few months in advance. Predated appointment book pages are useful when schedules stay consistent. Appointment codes can be customized to fit the needs of any dental practice. Bookmarks are used to identify the current week.

DIF: Recall REF: p. 151 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 13. The amount of treatment that is provided can be increased by _______ techniques, and the

amount of money collected can be increased by _______ methods. a. efficient scheduling; effective collection b. effective patient education; efficient bookkeeping c. effective collection; efficient scheduling

d. efficient bookkeeping; effective patient education ANS: A

Efficient scheduling increases the amount of treatment that is provided. Effective collection methods increase the amount of money collected.

DIF: Recall REF: p. 154 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 14. What is the minimum amount of time required to properly clean and prepare the treatment

room between procedures? a. 3 minutes b. 5 minutes c. 10 minutes d. 15 minutes ANS: C

Cleanup time varies by procedure, but a minimum of 10 minutes should be reserved for proper infection control and set-up.

DIF: Recall REF: p. 154 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 15. The _______helps the administrative assistant determine whether or not a patient can be seen

as an emergency patient. a. electronic scheduler b. appointment card c. telephone information form d. call list ANS: C

The telephone information form helps the administrative assistant ask pertinent questions to determine whether or not the patient appointment should be scheduled as an emergency.

DIF: Recall REF: p. 155 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 16. Patients who hurry to make a late appointment may experience an increase in blood pressure.

Complications to treatment can result when these patients receive local anesthetic before their vital signs return to normal. a. The first statement is true; the second statement is false. b. The first statement is false; the second statement is true. c. Both statements are true. d. Both statements are false.

ANS: C

Both statements are true: Patients who rush in to make a late appointment may have elevated blood pressure and can experience complications in the administration of local anesthetic if their vital signs do not return to normal before they receive dental injections.

DIF: Recall REF: p. 155 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 17. The notation ―tp 2:15‖ in the appointment book identifies: a. a procedural code meaning ―tooth pulled 2 hour 15 minutes.‖ b. a chronically late patient meaning ―told patient 2:15 PM.‖ c. an unavailable appointment slot meaning ―time protect 2:15 PM.‖ d. a partial insurance payment meaning ―total payment 2:15 ratio.‖ ANS: B

The notation ―tp 2:15‖ in the appointment book is a clear identifier of a chronically late patient and notifies the entire dental healthcare team that the patient was told an earlier time than scheduled.

DIF: Recall REF: p. 156 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 18. Which of the following is the appropriate action when it is impossible to see a patient within

10 minutes of his or her arrival? a. Immediately reschedule the patient. b. Inform the patient of the delay and the approximate time the dentist will see him or her. c. Wait at least 20 minutes before informing the patient. d. No action is necessary unless the dentist must cancel the appointment.

ANS: B

In the event that a patient cannot be seen within 10 minutes of his or her arrival, inform him or her of the delay and the give the patient the approximate time he or she can expect to see the dentist.

DIF: Recall REF: p. 156 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 19. Children should be scheduled _______ appointments. a. long, morning b. short, afternoon c. long, afternoon d. short, morning ANS: D

Short, morning appointments are usually best for children. The length of the appointment can be increased as the child becomes familiar with the dental healthcare team. Children should be scheduled when they are at their best (usually morning), to avoid complications in treatment.

Children are easier to treat when they are at their best (morning) and for short amounts of time, at least until they become familiar with the dental healthcare team.

DIF: Recall REF: p. 157 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative

Duties 20. In which of the following scenarios is appointment confirmation essential? a. The patient calls for an appointment. b. The patient is present in the dental office and needs a follow-up appointment. c. The patient schedules an appointment through a web-based program. d. The patient preschedules an appointment at the conclusion of a recall appointment.

ANS: D

A prescheduled appointment is usually made at the conclusion of a recall appointment for a date 4-6 months in advance, so this type of appointment must be confirmed. Although all appointments should be confirmed at least a day in advance, a prescheduled recall appointment is made months in advance and must be confirmed.

DIF: Recall REF: p. 158 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 21. The appointment book identifies all except which of the following? a. Available treatment rooms b. Available treatment personnel c. Treatment to be performed d. Treatment fee ANS: D

The appointment book identifies who will be performing which tasks, on what date, and at what time, outlines which treatment rooms are available and at what times. It identifies who is going to be seen, the treatment that will be performed, and the amount of time required to complete the treatment. It does not identify the treatment fee.

DIF: Recall REF: p. 149 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 22. The most common and useful manual appointment book shows which of the following? a. A day at a time b. A week at a time c. A month at a time d. Two weeks at a time ANS: B

Manual appointment books come in several different styles. The most common style is the week at a glance. When the book is open, this style allows the assistant to view the full week, Monday through Saturday.

DIF: Recall REF: p. 150 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 23. A dental practice has four dentists that work different schedules, but never more than two at

any given time. The total number of columns the appointment schedule should hold is which of the following?

a. b. c. d.

Four Three Two Depends on the number of rooms in the practice

ANS: C

Because more than two practitioners are never in the office at one time, the practice can use a 2-column appointment book. If the practice expands its hours or wants to include more information in the appointment book, a new appointment book style with additional columns would be needed.

DIF: Recall REF: p. 151 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 24. Use of color in an appointment book can identify all except which of the following? a. The practitioner b. The treatment room c. Receipt of laboratory case d. Type of treatment scheduled ANS: C

Color is used in both systems to identify different practitioners, treatment rooms, and the type of treatment.

DIF: Comprehension REF: p. 151 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 25. The art of scheduling is important for which of the following reasons? a. Can maximize production. b. Meets the goals and philosophy of the dental practice. c. Prevent wasteful downtime for the staff. d. All are correct.

ANS: D

The art of scheduling is important when the rules are established and maintained. The key to the art of scheduling is to determine when the dental healthcare team is the most productive and how, through effective scheduling, the goals and philosophy of the dental practice can be met. This is not a simple one-step procedure.

DIF: Recall REF: pp. 151, 154 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties SHORT ANSWER 1. If the appointment book is divided into six time-units per hour, how many minutes is a 7-unit

appointment?

ANS:

70

DIF: Recall REF: p. 151 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties MATCHING

Match each patient scenario below with its appropriate scheduling strategy. a. The Emergency Patient b. The Chronically Late Patient c. The Canceled Appointment d. The Student Who Cannot Miss School e. The Patient Who Arrives on the Wrong Day 1.

2.

3.

4.

5.

Schedule the patient 15 minutes early for his or her appointment Always give patients an appointment card specifying time and date of appointment Reserve peak time slots for patients who cannot possibly come at any other time Matrix the appointment book with morning and afternoon cushion times Take steps to relieve patient anxiety

1. ANS: B DIF: Recall REF: p. 156 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 2. ANS: E DIF: Recall REF: p. 156 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 3. ANS: D DIF: Recall REF: p. 156 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 4. ANS: A DIF: Recall REF: p. 155 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 5. ANS: C DIF: Comprehension REF: p. 156 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties TRUE/FALSE 1. Appointment books contain protected health information (PHI) and must be kept out of sight.

ANS: T

Take measures to ensure that patients cannot see an open appointment book or computer screen when scheduling appointments, because appointment books contain PHI. DIF: Recall REF: p. 149 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 2. It is a good idea to reserve time in the schedule to accommodate new patients.

ANS: T

The ability to schedule new patients sooner than later will help grow the dental practice. A new patient who has to wait weeks for their first appointment will probably go elsewhere.

DIF: Recall REF: p. 149 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 3. The business manager is responsible for the daily schedule.

ANS: F

The first answer to this question is the entire team. Everyone should be responsible to make sure that patients are scheduled according to their needs and everyone is responsible for staying on task to keep the schedule on time. But with that said, there should be someone (administrative assistant or schedule coordinator) who is knowledgeable with the scheduling protocol, electronic scheduler, and is tasked with the responsibility of managing the schedule.

This does not mean they are the only one who can schedule an appointment, it means they oversee the schedule and ensures the established protocols are implemented.

DIF: Recall REF: p. 149 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties

Chapter 11: Continuing Care Program (Recall or Re-care Systems) Gaylor: The Administrative Dental Assistant, 6th Edition MULTIPLE CHOICE 1. The success of a recall system is dependent on all the following factors except: a. the dental practice has an efficient method for tracking and contacting patients who

fail to return when scheduled. b. the dental practice consistently schedules at the prescribed time. c. the patient has dental insurance that will cover preventive care. d. patients are willing to return for follow-up care and examination.

ANS: C

A recall system can be effective even for patients who do not have preventive dental coverage, as long as the other factors are in place. The success of a recall system depends on having an efficient method for tracking and contacting patients who fail to return when scheduled, consistent scheduling of appointments at the prescribed time, and the willingness of patients to return for follow-up care and examination.

DIF: Recall REF: p. 163 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 2. What is the most significant problem for patients who seek dental treatment only when they

are in pain? a. Scheduling is difficult because emergency appointments are always necessary. b. They usually do not follow through with continuing care appointments. c. They do not supply a regular reliable income for the dental practice.

d. The healthcare partnership between dental care team and patient cannot be

established.

ANS: B

Patients who seek dental treatment only when they are in pain usually do not follow through with continuing care appointments. Dental practices are required to have available slots for emergency appointments, so they should not be the most significant problem for the practice.

Establishing regular reliable income for the dental practice is important but is not a problem with patients who seek care only when in pain. A partnership between the dental practice and the patient is important but is not a problem with patients who seek care only when in pain.

DIF: Recall REF: p. 163 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 3. Which of the following is a benefit of the recall system for the dental practice? a. It ensures a steady flow of patients through regularly scheduled appointments. b. Some insurance carriers offer the incentive of providing higher percentages of

coverage in increments for dental treatment when it is received by patients on a regular basis. c. Insurance carriers encourage preventive dentistry. d. The length of time a patient needs to spend in the office is reduced.

ANS: A

The benefit of a recall system is that it ensures a steady flow of patients through regularly scheduled appointments. Some insurance carriers offer the incentive of providing higher percentages of coverage in increments for dental treatment when it is received by patients on a regular basis. Preventive dentistry encouraged by insurance carriers is more of a benefit to the patient than to the practice. Reducing the length of time a patient needs to spend in the office is more of a benefit to the patient than to the practice.

DIF: Recall REF: p. 163 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 4. The average continuing care appointment includes all the following except: a. an examination. b. radiographs. c. surgical procedures. d. a prophylaxis.

ANS: C

Continuing care appointments generally are scheduled for preventative care, so they do not include surgical procedures. Continuing care appointments include an examination, radiographs, and a prophylaxis.

DIF: Recall REF: p. 164 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 5. What is the major barrier to a mail recall system? a. Patients may be difficult to reach.

b. When appointments are scheduled 6 months in advance, it is difficult to work new

patients into the schedule. c. This recall system is time-consuming. d. Patients do not call.

ANS: D

The major barrier to a mail recall system is that patients tend to ignore the card and fail to call to schedule an appointment. Patients with accurate addresses on file are not difficult to reach by mail. Continuing care appointments are not scheduled into a full schedule, so new patients and emergencies can still be accommodated. The recall system is efficient.

DIF: Comprehension REF: p. 169 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 6. A patient is scheduled for a continuing care appointment for prophylaxis and radiographs.

What should the administrative dental assistant do 2 days before the appointment? a. Mail a card to remind the patient of an appointment. b. Call the patient to confirm the date and time of the appointment. c. Completely fill the practice schedule. d. Check the computer system for generated recall cards.

ANS: B

Two days before a continuing care appointment, the administrative dental assistant should call the patient to confirm the date and time of the appointment. Mailing a card 2 days before an appointment may not be early enough to reach the patient, and the assistant will be unable to confirm that the patient will keep the appointment. The practice schedule should be filled, with the exception of slots that must be available for emergencies. Generated recall cards need to be checked sooner than 2 days before appointments.

DIF: Recall REF: p. 166 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 7. What is the major advantage of a combination recall system? a. It enables the practice to use the method that works best for each patient. b. It frees up staff from making calls when the workload is heavy. c. One staff member can handle the continuing care procedures. d. Computer software applications have the features necessary to automate the recall

system.

ANS: A

A combined recalls system allows the practice to adopt the system that meets individual patient needs. A combination recall system does not necessarily free up staff.

No matter what recall system is used, it may be assigned to more than one person. An automated recall system can be used in a combination recall system only if the program contains the proper applications.

DIF: Application REF: pp. 169, 172 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties

8. Which of the following is an appropriate way to inform a patient of an opening in the schedule

when filling a cancellation from the call list? a. ―We have several cancellations, tomorrow… is there any chance you could come in?‖ b. ―We have rearranged tomorrow’s schedule and have an open appointment… would you be available tomorrow afternoon at 4?‖ c. ―Mr. Johnson had a heart attack and can’t make his appointment tomorrow… would you like to have his scheduled appointment time? d. ―Mr. Johnson just cancelled his appointment… do you think you could come in tomorrow at 2?‖ ANS: B

When filling cancellations in the schedule, tell patients that the schedule has been rearranged or that you have an opening. Never discuss or divulge PHI with patients when filling cancellations in the schedule; instead, tell patients that the schedule has been rearranged or that you have an opening.

DIF: Recall REF: p. 164 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 9. Telephone scheduling is usually more productive if _______. a. only one assistant is responsible for making all calls b. several assistants share responsibility for making all calls c. all members of the dental healthcare team contribute to making the calls d. the dentist reserves time, once a month, to help the assistant make the calls ANS: A

Patients are more comfortable when they are familiar with one designated assistant who takes responsibility for telephone scheduling. Over time, this method saves time in scheduling patients. Telephone scheduling is most successful when one assistant is responsible for making all calls, as opposed to several assistants sharing the responsibility.

DIF: Recall REF: p. 167 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 10. When should recall cards be mailed? a. The week before the patient is due for a continuing care appointment. b. The month before the patient is due for a continuing care appointment. c. Six weeks before the patient is due for a continuing care appointment. d. The month after the patient is due for a continuing care appointment.

ANS: B

Mail the recall cards the month before patients are due for recall. This option does not provide adequate time—the card should be mailed a month before the patient is due for recall. Six weeks is too much time—the card should be mailed a month before the patient is due for a continuing care appointment. The card should be mailed a month before, not after, the patient is due for a continuing care appointment.

DIF: Recall REF: p. 165 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative

Duties 11. An organized and consistent recall system benefits both the dental practice and the patient.

Which of the following does not benefit the patient? a. The cost of dental care is minimized. b. The length of time in the dental office is reduced. c. The occurrence of dental disease, pain, and discomfort is diminished. d. The frequency of patient referrals is increased.

ANS: D

Increased frequency of patient referrals is a benefit to the dental practice—not the patient. The patient pays less for dental care as a result of an organized and consistent recall system. The patient spends less time in the dental office as a result of an organized and consistent recall system. The patient suffers less discomfort as a result of an organized and consistent recall system.

DIF: Recall REF: p. 163 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 12. The high success rate of the _______ recall system is accredited to the patient’s participation

in scheduling his or her own appointments. a. text message b. telephone c. mail d. prescheduled ANS: C

The prescheduled recall system is highly successful because the patient is personally involved in scheduling his or her own continuing care appointments. Patient participation in the scheduling process is key to the success of the prescheduled recall system.

DIF: Comprehension REF: p. 164 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 13. Which of the following statements is true? a. The telephone recall system provides immediate feedback about the needs of the

patient. b. The telephone recall system combines all components of an effective recall system into one seamless function. c. The telephone recall system relies on patients’ taking the initiative to call and schedule an appointment. d. The telephone recall system requires patients to schedule their next appointment before they leave the office.

ANS: A

Dental practices that implement the telephone recall system come to know the needs and schedules of their patients. The automated recall system combines all components of an effective recall system into one seamless function. The mail recall system relies on patients’ taking the initiative to call and schedule an appointment. The prescheduled recall system requires patients to schedule their next appointment before they leave the office.

DIF: Recall REF: p. 167 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 14. The patient is solely responsible for ensuring that each continuing care appointment is covered

by his or her insurance provider. If the dentist recommends that the patient be seen more often for dental health reasons, inform the patient that the insurance company may not pay for the visit, before scheduling the appointment. a. The first statement is true; the second statement is false. b. The first statement is false; the second statement is true. c. Both statements are true. d. Both statements are false.

ANS: B

The first statement is false; the second statement is true: The dental healthcare team should share this responsibility by coordinating recalls with the patient’s insurance coverage.

DIF: Recall REF: p. 169 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 15. A routine examination and prophylaxis appointment should be scheduled every _______. a. 4 months b. 6 months c. 9 months d. 12 months ANS: B

A routine continuing care appointment for dental cleaning and examination should be scheduled every 6 months.

DIF: Recall REF: p. 163 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 16. The dental healthcare team forms a partnership with patients by_______. a. maintaining patient confidentiality b. motivating good dental health habits c. educating patients about the benefits of home dental care d. motivating good dental health habits and educating patients about the benefits of

home dental care.

ANS: D

A partnership between the patient and the dental healthcare team forms as patients are motivated to develop good dental health habits, once they understand the benefits of home dental care.

DIF: Recall REF: p. 163 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication

17. All the following treatments may require follow-up appointments except: a. dental implants. b. endodontic treatments. c. fluoride treatments. d. crowns and bridges.

ANS: C

Fluoride treatments are considered part of the routine continuing care appointment and do not require follow-up. Dental implants, Endodontic treatments, and Crown and bridge procedures may require follow-up appointments.

DIF: Recall REF: p. 164 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication 18. The _______ uses a database to identify and track recall patients, saving the dental practice

time and money. a. prescheduled recall system b. telephone recall system c. automated recall system d. mail recall system ANS: C

Many dental practices now use automated recall systems to identify and track recall patients.

The automated recall system is a database that tracks recall patients.

DIF: Recall REF: p. 169 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 19. The dental healthcare worker is responsible to organize a recall system in which of the

following? a. Dental hygienist b. Administrative dental assistant c. Receptionist d. All are correct ANS: B

The administrative dental assistant is the organizer of the system, but it takes a team effort to make it work smoothly.

DIF: Recall REF: p. 169 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 20. Steps for using the telephone recall system does not include which of the following? a. Select a time when you can make the calls with few interruptions. b. Have the patient’s financial record at hand. c. Smile when you are talking to the patient. d. Remind the patient to bring any necessary insurance forms.

ANS: B

Steps for using the telephone recall system include selecting a time when you can make telephone calls with very few interruptions, smiling when you are talking to your patients, and remind the patient to bring any necessary forms. It does not include having financial records available for use.

DIF: Recall REF: p. 168 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 21. Steps for using the mail recall system does not include which of the following? a. Have the patient self-address the card at the time of the appointment. b. Provide eye-appealing card. c. File the card according to the month the patient is due to return. d. Mail the card 2 weeks before the appointment.

ANS: D

Steps in a mail recall system include selecting recall cards that catch the eye of the receiver, having patients self-address cards at the time of the appointment, placing the card in a card file according to the month the patient is due for recall, and mailing the card and mailing out the card before the month that the patient is due for recall.

DIF: Recall REF: p. 168 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 22. The main barrier to the success of prescheduled hygiene appointments is which of the

following? a. It is difficult to accommodate new patients. b. It is difficult to reach patients at home. c. Patient’s cannot remember an appointment made several months in the future. d. Appointment books need to be prepared months in advance.

ANS: A

While patients may not remember a date scheduled too far in the future, and are difficult to reach at home to confirm, and appointment books need to be prepared well into the future, the main issue with filling an appointment book with prescheduled appointments is there is no room to accommodate a new patient which lessens production.

DIF: Application REF: p. 168 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 23. Which of the following statements is true concerning a successful telephone recall system? a. Telephone scheduling is usually more successful if all assistants who come in

contact with patients are in charge of the calls. b. Inform patients of the exact time they can expect your confirmation call. c. Call in-between scheduling appointments and answering the phone when you think it will be quit. d. None are correct.

ANS: D

Telephone scheduling is usually more successful if only one or two assistants are in charge of the calls. You may need to ask their permission to call them at work or in the early evening.

Select a time to make the phone calls when you have someone to answer the telephone and schedule patient appointments for you.

DIF: Recall REF: p. 168 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties SHORT ANSWER 1. Patients may get frustrated and seek another dentist if they cannot schedule an appointment

within ______weeks.

ANS:

2 DIF: Recall REF: p. 164 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, A. Patient Management and Communication MATCHING

Recall appointments can be classified as preventative or restorative. Match each procedure with its corresponding classification. a. Preventive Continuing Care b. Restorative Continuing Care 1.

2.

3.

4.

5.

6.

7.

8.

9.

10.

Fluoride treatment Endodontic treatment Orthodontic evaluations Radiographs Routine examination Full denture reevaluation Prophylaxis Surgical procedures Dental implants Crowns and bridges

1. ANS: A DIF: Comprehension REF: p. 164 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 2. ANS: B DIF: Recall REF: p. 164 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 3. ANS: B DIF: Recall REF: p. 164 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 4. ANS: A DIF: Recall REF: p. 163 OBJ: 2

5.

6.

7.

8.

9.

10.

TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties ANS: A DIF: Recall REF: p. 163 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties ANS: B DIF: Recall REF: p. 164 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties ANS: A DIF: Recall REF: p. 163 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties ANS: B DIF: Recall REF: p. 164 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties ANS: B DIF: Recall REF: p. 164 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties ANS: B DIF: Recall REF: p. 164 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties

TRUE/FALSE 1. When patients are solely responsible for scheduling their continuing care appointments, most

patients will follow through and schedule an appointment.

ANS: F

It is highly unlikely that patients who are given full responsibility to schedule their continuing care appointments will actually call to make an appointment.

DIF: Recall REF: p. 169 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties

Chapter 12: Inventory Management Gaylor: The Administrative Dental Assistant, 6th Edition MULTIPLE CHOICE 1. What is the advantage of a computerized inventory management system in a small dental

practice? a. The office will receive automatic notification of new products. b. By being directly linked to the database of a large dental supply dealer, a small dental practice has access to a much larger system for the management of inventory. c. Reordering of supplies may be automated. d. Computerized systems can completely replace the manual system.

ANS: B

The advantage of a computerized inventory management system is that because it can be directly linked to the database of a large dental supply dealer, a small dental practice has access to a much larger system for the management of inventory. Notification of new products via the Internet does not require a computerized inventory management system. The computer can manage inventory, but at this point, no software can automatically place orders to replace what has been used. The capabilities of the software will determine how much manual ordering still needs to be done.

DIF: Recall REF: p. 174 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 2. Determining when to reorder involves two factors: rate of use and lead time. Which of the

following statements defines lead time? a. Length of time it takes to produce the item ordered. b. How much of the product is used in a specified period? c. Amount of time required for supplies to arrive at the office once the order has been placed. d. Amount of time added to the expected delivery date, so the office does not run out of supplies.

ANS: C

Lead time can be defined as the amount of time required for supplies to arrive at the office once the order has been placed. The length of time it takes to produce the item ordered is the production time. The rate of consumption is based on the amount of product that is used in a specified period. The amount of time added to the expected delivery date is the margin of safety.

DIF: Recall REF: p. 177 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 3. The desired personal characteristics of an inventory manager include all the following, except: a. organization. b. good communicator. c. enjoys online ordering. d. team player.

ANS: C

Although good shopping skills are a useful characteristic of an inventory manager, it is not necessary for an efficient inventory manager to enjoy shopping. Organization, good communication, and team spirit are a desired personal characteristic of an inventory manager.

DIF: Recall REF: p. 177 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 4. Several different classifications of supplies and equipment are found in the dental office.

Which statement best describes expendable supplies? a. Supplies that are used and need to be replenished. b. Supplies that are used only once.

c. Items that may be used for longer than 1-2 years. d. Supplies and products that may be used for a specified period before they must be

replaced.

ANS: D

Expendable supplies may be described as supplies and products that can be used for a specified period before they must be replaced. Consumable supplies are those that are used and need to be replenished. Disposable supplies are used only once. Items that may be used for longer than 1-2 years represent major equipment.

DIF: Recall REF: p. 178 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 5. The dentist requested that you ask the sales representative the shelf life of a specific brand of

x-ray film. You know that the dentist wants to acquire what information? a. Expected time before changes and upgrades are made. b. How many times an item can be used before it must be discarded? c. Length of time the product will continue to meet the manufacturer’s specifications for use. d. Amount of time required for delivery after an order has been placed.

ANS: C

Shelf life is described as the length of time that a product will continue to meet the manufacturer’s specifications for use. The expected time before changes and upgrades are made is built-in obsolescence. The number of times an item may be used before it is discarded determines whether it is disposable or expendable. The length of time required for delivery after the order has been placed is lead time.

DIF: Recall REF: p. 181 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 6. What action can be taken to ensure that products will not remain on the shelf unused? a. Providing adequate research on the product and training in the use of new products b. Rotating stock to place newer items behind older ones c. Ensuring that storage requirements are followed d. Ensuring that products ordered are appropriate for patients who are being treated

by the dental healthcare team ANS: A

Providing adequate research on the product and training in the use of new products will ensure that products will not remain unused. Rotating stock will help prevent expiration of products but will not ensure use of products. Following storage requirements will help prevent expiration of products but will not ensure use of products. Ordering appropriate supplies will not ensure that they will be used if proper training is not provided.

DIF: Recall REF: p. 181 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties

7. Which of the following is not one of the steps that should be followed when a shipment of

supplies is accepted for the dental office? a. Check that the correct number of boxes or items shipped. b. Inventory the content of the boxes. c. Check the invoice against the original order. d. Prepare the payment from the submitted invoice.

ANS: D

Preparing the payment from the submitted invoice is not part of the process of accepting a shipment of supplies. Checking the correct number of boxes or items shipped is a necessary step in accepting a shipment of supplies. Taking inventory of the content of the boxes is a necessary step in accepting a shipment of supplies. Checking the invoice against the original order is a necessary step in accepting a shipment of supplies.

DIF: Recall REF: p. 182 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 8. What standards should be met for all products used in direct patient care? a. The Occupational Safety and Health Administration (OSHA) b. The American Dental Association c. The Dental Assisting National Board d. The Board of Dental Examiners ANS: B

The American Dental Association has standards that all products used in direct patient care must meet. The OSHA sets all workplace safety standards—not just standards on products for direct patient care. The Dental Assisting National Board and The Board of Dental Examiners are not concerned with product regulation.

DIF: Recall REF: p. 180 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 9. What is the primary purpose of the Safety Data Sheet (SDS)? a. Provides information on the hazards of chemicals used in the workplace. b. Provides instructions for development of a hazardous communication program. c. Provides documentation of delivery of hazardous materials. d. Provides certification of proper disposal of used hazardous material.

ANS: A

The primary purpose of the Material Safety Data Sheet (MSDS) is to provide information on hazards of chemicals used in the workplace. The Safety Data Sheet does not provide instructions for development of a hazardous communication program, the documentation of delivery of hazardous materials, or provide certification of proper disposal of used hazardous material.

DIF: Recall REF: p. 183 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 10. Sales representatives for dental supply dealers usually visit dental practices _______.

a. b. c. d.

weekly or biweekly monthly quarterly annually

ANS: A

Dental supply dealers send sales representatives to the dental office—usually weekly or biweekly.

DIF: Recall REF: p. 181 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 11. Which of the following statements is false? a. Major equipment information can be organized for quick reference with an index

card file. b. Purchasing major equipment is time-consuming. c. Major equipment is usually purchased directly from the manufacturer. d. Members of the dental team can try different models of equipment at trade shows

or dental conventions.

ANS: C

Major dental equipment must be purchased through a dental supply dealer; manufacturers usually do not sell directly to individual dental practices.

DIF: Recall REF: p. 180 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 12. The dental practice is moving to new office space. The office manager asks you to set up the

storage area. All the following must be considered, except: a. how often a product is used. b. where the product will be used. c. how often supplies are ordered. d. a method for locating supplies.

ANS: C

When setting up a storage area, you do not need to consider how often supplies are ordered.

The frequency of a product’s use must be considered when one is setting up a storage area.

The location where the product will be used must be considered when one is setting up a storage area. A method for locating supplies must be considered when one is setting up a storage area.

DIF: Application REF: p. 181 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 13. The dental practice where you are employed is discussing switching from catalog ordering of

supplies to a dental supply dealer. When you are discussing the change, you identify the major advantage of the dental supply dealer to be: a. direct online computer service. b. personal service and technical support.

c. large selection. d. lower prices.

ANS: B

The major advantage of the dental supply dealer is the personal service and technical support.

Direct online computer service is an advantage of catalog ordering. Large selection is an advantage of catalog ordering. Lower prices are an advantage of catalog ordering.

DIF: Recall REF: p. 181 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 14. The dental practice’s _______ outlines established safety procedures, which must be followed

by each employee. a. MSDS b. hazardous communication program c. inventory control system d. master list ANS: B

Each dental practice should have a complete hazardous communication program and annual training sessions to outline the office’s established safety protocols. The MSDS provides up-to-date information about hazards but is only one part of the practice’s complete hazardous communication program. The hazardous communication program establishes the dental practice’s safety protocols.

DIF: Recall REF: p. 183 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 15. Inventory control in a dental practice is focused on _______ supplies and equipment. a. clinical b. laboratory c. business office d. all of the above ANS: D

Clinical, laboratory, and office supplies must all be incorporated in a dental practice’s inventory control.

DIF: Recall REF: p. 173 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 16. Combustible items should not be stored ______. a. in cool places b. in dark areas c. near a heat source d. in large quantities ANS: C

Items that are flammable or combustible should not be stored near a heat source or in an area that gets especially warm. Combustible items should be stored in dark, cool areas—not near a heat source. Large quantities of combustible items can be stored as long as they are kept cool—not near a heat source.

DIF: Recall REF: p. 181 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 17. Which of the following usually is not included on the master list of supplies? a. Back ordered products b. Product code or name of vendor c. Name of the dental supply or product d. Quantity to be ordered ANS: A

To assist in the location of supplies, a master list is established. The list can be organized alphabetically or divided into broad categories. Once the desired dental supply is located on the list, directions to where it is stored can be followed. Supplies on back order are cataloged differently. Because they are not available until the order has been fulfilled, they are not on the master list of supplies.

DIF: Recall REF: p. 183 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 18. Prior to ordering a year’s supply of any item, what should be considered? a. The SDS b. The amount of storage space needed c. Will sufficient amount of money be saved that will not be better spent elsewhere d. The amount of storage space needed and will sufficient amount of money be saved

that will not be better spent elsewhere ANS: B

Along with considering if there would be adequate savings in ordering a year’s supply of a product, adequate storage space needs to be available. The Safety Data Sheet would not have a direct bearing on whether or not to order a year’s supply of a product. Adequate storage space needs to be available when considering ordering a year’s worth of a product. Prior to ordering a year’s supply of any item, cost-savings should be evaluated.

DIF: Application REF: p. 182 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 19. Which of the following is not considered a duty of the inventory manager? a. Instructing each team member in all aspects of office safety b. Receiving orders and verifying invoices c. Organizing and maintaining storage areas d. Developing and maintaining an accurate inventory system ANS: A

It is the responsibility of the employer (usually the dentist) to instruct each employee about all areas of safety. The inventory manager is responsible for receiving orders and verifying invoices, organizing and maintaining storage areas, and for developing and maintaining an accurate inventory system.

DIF: Recall REF: p. 183 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 20. A tracking system _______. a. ensures that supplies are stored according to the manufacturer’s requirements b. is used to differentiate between products that need to be ordered, that have been

ordered, or that are on backorder c. notifies the inventory manager when a product or supply should be ordered d. uses labeled tags, cards, or tape to signal a reorder point ANS: B

A good inventory management system ensures that supplies are stored according to the manufacturer’s requirements. A tracking system identifies products that need to be ordered, that have been ordered, or that are on backorder. A good inventory management system, not tracking system, should have protocol in place to notify the inventory manager when a product or supply should be ordered. A good inventory management system, not tracking system, uses clear reorder points to avoid low inventory.

DIF: Recall REF: p. 177 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 21. Disinfection completely destroys all living organisms. Supplies that come in direct contact

with a patient can be reused when properly disinfected. a. The first statement is true; the second statement is false. b. The first statement is false; the second statement is true. c. Both statements are true. d. Both statements are false.

ANS: D

Both statements are false: Sterilization, not disinfection, destroys all living organisms.

Supplies that come in direct contact with a patient can be reused only when sterilized.

DIF: Comprehension REF: p. 178 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 22. Saliva ejectors are categorized as _______. a. consumable supplies b. disposable supplies c. nonconsumable supplies d. consumable supplies and disposable supplies ANS: D

Consumable supplies must be replenished, and disposable supplies are used only once. Saliva ejectors are categorized as both consumable and disposable. Nonconsumable supplies are reused for a time before they are replaced. Saliva ejectors are used only once and then must be replenished.

DIF: Recall REF: p. 178 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 23. Effective management and monitoring of inventory do not require which of the following? a. The use of a computer b. Knowing the number of supplies on hand c. The date supplies need to be ordered d. Determining when the supplies will expire ANS: A

To effectively manage and monitor inventory, you will need to know what you have, when you will need to reorder, where it is stored, and when it will expire.

DIF: Recall REF: p. 173 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 24. An IMS uses a barcode for which of the following reasons? a. To simplify the tracking of supplies b. To automate the tracking of supplies c. To monitor cost increases d. To simplify the tracking of supplies and to automate the tracking of supplies ANS: D

In an IMS, barcoding is used to simplify and automate the tracking of supplies and products by transferring the information from point A (the item) to point B (the IMS database).

DIF: Recall REF: p. 174 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 25. To successfully use a RFID system, which of the following needs to be in place? a. Each product needs to contain a small chip (RF tag). b. Each item is inventoried first by hand and then placed under a scanner. c. A code needs to be created for every item prior to initializing the system. d. The system should only be run by one staff person.

ANS: A

Another type of data communication technology is radio frequency identification (RFID).

This technology uses radio waves to identify or track objects. It is typically a small chip (RF tag) that stores data that can be scanned by a reader in any direction. The RF tag is reusable, and the data can be refreshed. This technology is often used in a fully automated system that utilizes secure centralized locations for supplies. Items with RF tags are automatically scanned as the item leaves the storage area.

DIF: Recall

REF: p. 174

OBJ: 1

TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 26. A manual IMS can be accomplished using which of the following tools? a. An Excel spreadsheet b. An index card c. A pegboard d. An Excel spreadsheet and an index card ANS: D

A simple card index system can be used to track the use of supplies and products. A simple Excel spreadsheet can also be designed to include the same vital information that is recorded on the index card. A pegboard is a tool used in patient appointments.

DIF: Recall REF: p. 175 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 27. Which of the following supplies are not included in those for the dental laboratory? a. Dental wax b. Gypsum products c. Billing statements d. Impression materials ANS: C

Billing statements are a supply for the business office.

DIF: Recall REF: p. 178 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 28. The first step in the ordering process is which of the following? a. To determine how much money is available for ordering supplies b. To accurately measure the storage area c. To decide which supplies and products will be used d. Talk to the sales representative ANS: C

The first step in the ordering process is to decide which supplies and products will be used.

Some supplies are very generic and do not require research before their purchase. Other products, such as restorative materials, require that the dental healthcare team research them before a decision is made as to which one to use.

DIF: Recall REF: p. 179 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties MATCHING

Match the following terms with their corresponding definitions. a. Manufacturer b. Vendor

c. d. e. f.

1.

2.

3.

4.

5.

6.

Consumer Dental supply dealer Brand name Generic name

Manufactured supplies and products that are identified by a registered trademark Name of a product that is based on its composition Company that sells the products/goods Company that sells several different manufacturers’ products/goods Company that produces the product/goods Company or person who uses the products/goods

1. ANS: E DIF: Recall REF: p. 180 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 2. ANS: F DIF: Recall REF: p. 180 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 3. ANS: B DIF: Recall REF: p. 180 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 4. ANS: D DIF: Recall REF: p. 180 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 5. ANS: A DIF: Recall REF: p. 180 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 6. ANS: C DIF: Recall REF: p. 180 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties TRUE/FALSE 1. A manual inventory management system is effective but more time-consuming than a

computerized inventory management system.

ANS: T

Although a manual inventory management system is effective, it is significantly more time-consuming than a computerized inventory management system.

DIF: Recall REF: p. 175 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties

Chapter 13: Office Equipment Gaylor: The Administrative Dental Assistant, 6th Edition MULTIPLE CHOICE

1. What computer equipment is needed to electronically transfer information through a

transmission line to another location? a. A central processing unit b. A scanner c. A modem d. The keyboard ANS: C

A modem is needed to electronically transfer information through a transmission line to another location. A CPU controls all the other elements of the computer. A scanner is used to copy printed material so that it can be uploaded to the computer. The keyboard is a hardware peripheral used to input data by pressing keys.

DIF: Comprehension REF: p. 193 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 2. What is the primary benefit of an electronic memo over a manual or paper memo? a. Electronic memos are more secure because most computer systems are password

protected. b. Electronic memos save on the use of paper. c. It enables team members to communicate even if they are not in the same place. d. Electronic memos save time in a busy dental office.

ANS: A

The primary benefit of an electronic memo over a manual or paper memo is that electronic memos are more secure because most computer systems are password protected. Electronic communications do not necessarily eliminate the use of paper if much of the information is printed for the purpose of filing. Although electronic communication can facilitate communication when people are in different locations, this is not the primary benefit.

Electronic memos require time to write and process.

DIF: Recall REF: p. 195 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 3. You are interviewing for a position of an administrative dental assistant. The office manager

asks if you have used spreadsheets. You know that she is asking about: a. cross-references that permit easy movement from one document to another. b. an element of data storage. c. a program of rows and columns in which data can be manipulated. d. a program used to view hypertext pages.

ANS: C

A spreadsheet can be described as a program of rows and columns in which data can be manipulated. Cross-references that permit easy movement from one document to another are known as hypertext. An element of data storage is a file. A program used to view hypertext pages is a browser.

DIF: Recall REF: p. 194 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties

4. The dental office is considering purchase of a new phone system. During the demonstration,

the vendor explains that a call management feature is available. This feature can be described in which of the following ways? a. Allows communication between different stations within the telephone system. b. A method used to direct calls to individuals or departments. c. Allows user to forward calls to another number or station. d. Telephone system that monitors and routes telephone calls.

ANS: D

A call management feature can be described as a telephone system that monitors and routes telephone calls. Intercom paging allows communication between different stations within the telephone system. Voice mail is used to direct calls to individuals or departments. Call forwarding allows user to forward calls to another number or station.

DIF: Recall REF: p. 195 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 5. Under what situations should information not be sent via facsimile (fax) machine? a. When information includes patient information. b. After normal office hours. c. When security cannot be confirmed. d. When notification of receipt is necessary.

ANS: C

Information should not be faxed unless security can be confirmed. As long as security can be assured, patient information may be faxed. Facsimile machines answer automatically, so faxes can be sent even after office hours. Fax machines are also able to provide the sender with notification of receipt.

DIF: Application REF: p. 195 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 6. In planning the office area of the dental practice, you must consider ergonomics. What

potential work-related problems can occur if ergonomics is not addressed? a. Work-related stress claims b. Violation of the Americans with Disabilities Act c. Violation of Occupational Safety and Health Administration regulations d. Work-related musculoskeletal disorders ANS: D

If ergonomics is not addressed, work-related musculoskeletal disorders may become a problem. Work-related stress claims are usually related to interpersonal rather than environmental issues. The Americans with Disabilities Act is violated when an employer does not make reasonable accommodations or denies employment on the basis of a disability.

OSHA regulations are violated when workplace safety guidelines are not adhered to.

DIF: Recall REF: p. 199 OBJ: 5 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties

7. Environmental temperature and humidity must be maintained at a comfortable level for

personnel and patients, as well as for proper function of the computer equipment. The recommended humidity level is: a. 20%-30%. b. 30%-40%. c. 40%-60%. d. 70%-80%.

ANS: C

The recommended humidity level for the comfort of staff and patients should be maintained at between 40% and 60%. Relative humidity levels less than 30% are uncomfortable; less than 40% are mildly uncomfortable; and above 60% can promote mold and mildew production.

DIF: Recall REF: p. 199 OBJ: 5 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 8. The Americans with Disabilities Act regulations must be followed by all employers. Which of

the following statements defines the responsibilities of the employer? a. Reduced hours must be arranged for disabled employees if requested. b. Employers cannot discriminate based on disability in employment. c. All employees must be treated the same way, whether or not they are disabled. d. When two applicants for a position have equal qualifications, preference is to be given to the one with an identified disability.

ANS: B

Responsibilities of the employer related to the Americans with Disabilities Act stipulate that the employer cannot discriminate in employment based on disability. Reasonable accommodations must be made for a disabled employee, so reduced hours may be arranged as long as the individual is able to carry out the duties of the position. Because reasonable accommodations must be made, this may make it impossible for all employees to be treated in exactly the same way. An employee cannot be discriminated against because of disability.

Disability is not to be a consideration in hiring.

DIF: Comprehension REF: p. 199 OBJ: 5 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 9. Which of the following statements is false? a. VoIP uses the Internet to send and receive calls. b. A typical dental office will have a multiline telephone service. c. Analog technology is most commonly used for telephone systems in dental offices. d. Telecommunication methods include intraoffice communications.

ANS: C

Voice over Internet Protocol (VoIP) is the most widely used telephone technology for dental office telephone systems.

DIF: Recall REF: p. 192 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties

10. ________ is an electronic message center used to direct calls (and messages) to individuals or

departments. a. Computer integration b. Intercom paging c. Voice mail d. Call forwarding ANS: D

The electronic message center used to direct calls (and messages) to individuals or departments is voice mail.

DIF: Recall REF: p. 194 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 11. Which of the following statements is true? a. A headset allows communication between a computer and a telephone. b. Use of a headset reduces neck muscle strain. c. Headsets are not practical in the dental office setting. d. All headsets are attached to the base of a telephone with a long cord.

ANS: B

Headsets are ergonomically beneficial—they relieve the neck strain typically produced by cradling the telephone headset between the ear and the shoulder. Headset technology enables the administrative assistant to move to different locations, retrieve files, use the computer, and make entries in the appointment book while talking on the telephone.

DIF: Recall REF: p. 194 OBJ: 5 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 12. Which of the following is the best way to relay confidential information? a. Speaker phone b. Manual (paper) memo c. Intercom d. Voice mail ANS: D

Voice mail is a more private method of conveying information. If the conversation is confidential, voice mail is a more private way of relaying information. Sending a voice mail is an easier, faster, and more private way of sending information than sending a memo.

Intercoms should not be used to relay private information if someone else can overhear the information. Voice mail is a more private method of conveying information.

DIF: Recall REF: p. 196 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 13. Background noise in the dental office should not rise higher than _______ decibels. a. 20 b. 35

c. 40 d. 55 ANS: D

The safe background sound level in the dental office is 55 decibels or less.

DIF: Recall REF: p. 199 OBJ: 5 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 14. Which of the following is used to minimize the screen glare produced by intense overhead

lighting? a. Louvers b. Drapes c. Blinds d. Screen filters ANS: A

Louvers minimize troublesome screen glare produced by window light or intense overhead lighting. Drapes control window light, but louvers effectively minimize glare produced by intense overhead lighting. Blinds control window light, but louvers effectively minimize glare produced by intense overhead lighting. Filters for monitor screens may help reduce reflections, but louvers are used to effectively minimize glare produced by intense overhead lighting.

DIF: Recall REF: p. 199 OBJ: 5 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 15. Which of the following is the most common input device? a. The keyboard b. The scanner c. The modem d. The external drive ANS: A

The keyboard is the most common input device. The scanner, modem, and an external drive transfer data into the computer system; however, the keyboard is the most common input device.

DIF: Recall REF: p. 190 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 16. Of the following devices, which is most helpful in the clinical area for management of

infection control? a. Joysticks b. Touchscreens (monitors) c. Voice command data entry d. Digitizing tablets ANS: C

Voice command data entry eliminates the need for the clinician to touch a keyboard (or other device) to enter data in the clinical chart, improving overall asepsis (infection control).

Joysticks, touchscreens, and digitizing tablets are not as helpful as voice command data entry in the management of infection control.

DIF: Recall REF: p. 190 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 17. All-in-one printers serve as an input and output device. Floppy disks and other portable data

storage mediums have been replaced by this type of printer. a. The first statement is true; the second statement is false. b. The first statement is false; the second statement is true. c. Both statements are true. d. Both statements are false.

ANS: A

The first statement is true; the second statement is false: Flash drives, not all-in-one printers, have replaced floppy disks and other portable data storage mediums.

DIF: Recall REF: pp. 190, 193 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 18. Practice management software is an example of which of the following? a. Operating software b. Server c. Application software d. Network ANS: C

Practice management software is specifically designed program to perform specific tasks and is an example of application software. Operating software is needed to run the practice management application. A server is a computer used to store data. Network is a term used to describe a connection between workstations within a single office.

DIF: Application REF: p. 192 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 19. In a small dental practice, which member of the dental team completes the majority of

information processing? a. The chairside assistant b. The expanded function assistant c. The administrative assistant d. The network manager ANS: C

The administrative dental assistant performs most of the information processing in a typical dental practice and handles most of the information processing in a small dental practice, as opposed to the network manager, who fulfills this role in a large dental practice.

DIF: Recall REF: p. 192 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 20. Collection, transmission, management, and storage of information are the primary function of

which of the following? a. Front desk b. Dental business office c. Computer managed billing system d. All are correct ANS: B

The primary functions of the dental business office are collection, transmission, management, and storage of information.

DIF: Recall REF: p. 189 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 21. The combination of equipment, software, data, personnel, and procedures for processing

information is which of the following? a. An information system b. A dedicated dental software system c. A central processing unit d. An input/output device ANS: A

An information system is a combination of equipment, software, data, personnel, and procedures for processing information.

DIF: Recall REF: p. 189 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 22. Which of the following are input devices? a. A keyboard b. A mouse c. The number pad d. All are correct ANS: D

Input devices are peripheral pieces of hardware that transfer data into a computer system which would include a keyboard, a mouse, and the number pad on the keyboard.

DIF: Recall REF: p. 190 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 23. A small device used to transfer data from one location to another is which of the following? a. Flash drive b. Hard drive c. Jump drive

d. Flash drive and jump drive ANS: D

Flash drives, also known as jump drives, thumb drives, pen drives, and USB keychain drives, are small data storage devices that can hold a few megabytes of data to several gigabytes of information.

DIF: Recall REF: p. 190 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 24. Which of the following statements is true about a network server? a. It is used to connect one workstation to another. b. It is a computer used to store data. c. It is located only on the premesis. d. It is only in the Cloud.

ANS: B

A network server is a computer that is used to store data. These servers can be located on the LAN or remote network servers can host them.

DIF: Recall REF: p. 181 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 25. The most frequently used communication tool on the Internet is which of the following? a. Browsing b. E-mail c. Ebay d. Amazon ANS: B

E-mail is the most frequently used tool on the Internet because it provides a fast, simple form of communication from one person to another, who may or may not be at the computer when the message arrives.

DIF: Comprehension | Recall REF: p. 196 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties COMPLETION 1. A ______ meter weighs and calculates the correct postage for outgoing mail.

ANS: postage DIF: Recall REF: p. 196 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties MATCHING

Match each term with its corresponding definition. a. Byte b. Browser c. Central Processing Unit (CPU) d. Firewall e. Hard Drive f. Intranet g. Listserv h. Peripheral i. ROM j. Software 1.

2.

3.

4.

5.

6.

7.

8.

9.

10.

Protects network servers from damage by unauthorized users A network used within an organization with links to company information Small unit of storage, 8 bits, usually holds one character Instructions executed by a computer Any number of hardware devices connected to the CPU The brain of the computer, controls the other elements of the computer An automatic mailing list, e-mail messages are automatically mailed to every subscriber The type of storage that cannot be changed, even when the computer is off A device (usually within the computer) that reads and writes information A program used to view hypertext pages, such as Internet Explorer

1. ANS: D DIF: Recall REF: p. 193 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 2. ANS: F DIF: Recall REF: p. 193 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 3. ANS: A DIF: Recall REF: p. 193 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 4. ANS: J DIF: Recall REF: p. 194 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 5. ANS: H DIF: Recall REF: p. 194 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 6. ANS: C DIF: Recall REF: p. 193 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 7. ANS: G DIF: Recall REF: p. 193 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 8. ANS: I DIF: Recall REF: p. 184 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 9. ANS: E DIF: Recall REF: p. 193 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative

Duties 10. ANS: B DIF: Recall REF: p. 193 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties TRUE/FALSE 1. Small, solar-powered (nonprinting) desktop calculators are highly recommended for use in the

dental office.

ANS: F

Calculators used in a dental practice should be printing calculators and should produce a printout of all calculations.

DIF: Recall REF: p. 197 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties

Chapter 14: Financial Arrangement and Collection Procedures Gaylor: The Administrative Dental Assistant, 6th Edition MULTIPLE CHOICE 1. After the treatment plan has been developed, the financial plan will be written up and

presented to the patient. Whose responsibility is it to monitor compliance with the plan and initiate collection procedures when the plan is not followed? a. The office manager b. The dentist c. The administrative dental assistant d. The bookkeeper ANS: C

The administrative dental assistant monitors compliance with the financial plan and initiates collection procedures when a treatment plan is not followed. The office manager monitors the administrative assistant to make sure necessary collection procedures have been initiated. The dentist is ultimately responsible for all activities in the office but will delegate tasks such as collections to business office staff. The bookkeeper is responsible for financial records for the office.

DIF: Recall REF: p. 202 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 2. All of the following are elements of a financial policy, except: a. community standards. b. practice philosophy. c. business principles. d. co-payment levels.

ANS: D

The insurance company sets copayment levels in such a way that they are not an element of the dental office’s financial policy. Community standards are considered when one is establishing financial policies for the dental office. The practice philosophy is considered when one is establishing financial policies for the dental office. Business principles are considered when one is establishing financial policies for the dental office.

DIF: Recall REF: p. 202 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 3. You are asked to articulate the practice philosophy to a new patient, but you would like to

review it first. Where could you find a description of this philosophy? a. In the job description given to you when you were hired b. In the financial policies manual c. In the practice’s mission statement d. In the State Dental Association handbook ANS: C

The practice philosophy can be found in the practice’s mission statement. The job descriptions contain information related to job duties. The financial policies manual contains business practices and financial policies. The State Dental Association handbook may contain a description of the philosophy for that organization but not for the dental office.

DIF: Recall REF: p. 202 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 4. A ―telephone reminder‖ call should not be made _______. a. before 9 AM b. after 8 PM c. before 8 AM d. before 9 AM and after 8 PM ANS: C

According to Fair Debt Collection Guidelines, telephone reminder calls made regarding patient debt cannot be placed before 8 AM, unless directed by the debtor.

DIF: Recall REF: p. 209 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 5. Credit card payments for dental services are considered to be a(n): a. extended payment plan. b. flexible payment plan. c. delayed payment. d. cash payment.

ANS: D

Credit card payments are considered cash payment to the dental office. Although the patient may make periodic payments to the credit card company, the dental office receives its total fee from the credit card company. An extended payment plan allows patients to make payments for treatments over time. A flexible payment plan is customized to meet the needs of a specific patient while still being prudent for the business. A delayed payment plan is one in which the patient makes arrangements with the office to begin payment at a later date (e.g., a school teacher that is not paid during the summer may request to begin payment when he or she receives her September paycheck).

DIF: Recall REF: p. 204 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 6. Which of the following is not considered to be a level one collection reminder? a. If your payment is not received in 10 days, your account will be referred to a

collection agency. b. Prompt payment for regular dental checkups is appreciated. c. If there is any reason for not paying this balance, please contact us. Thank you. d. Have you overlooked your balance due? You agreed to send a check after your

recall appointment.

ANS: A

The statement, ―If your payment is not received in 10 days, your account will be referred to a collection agency,‖ is not a level one collection reminder. This statement represents a level four collection reminder, ―The Ultimatum.‖ The statement, ―Prompt payment for your regular dental checkups is appreciated,‖ is a friendly reminder, or level one collection reminder. The statement, ―If there is any reason for not paying this balance, please contact us. Thank you,‖ is a friendly reminder or level one collection reminder. The statements, ―Have you overlooked your balance due? You agreed to send a check after your recall appointment,‖ are friendly reminders or level one collection reminders.

DIF: Recall REF: p. 210 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 7. What has proved to be the most effective method for collecting unpaid bills? a. Repeated bills b. Letters c. Telephone calls d. E-mail messages ANS: C

A telephone call is a proven method of collection of unpaid bills. Repeated bills can be easily ignored, so they are not as effective as a telephone call. Letters can be easily ignored, so they are not as effective as a telephone call. E-mails can be easily ignored, so they are not as effective as a telephone call.

DIF: Recall REF: p. 209 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties

8. Which of the following types of correspondence is not permitted under the Fair Debt

Collection Guidelines? a. Ultimatum letter b. Postcard c. Collection letter d. Repeat billing ANS: B

A postcard is not permitted as a type of correspondence under the Fair Debt collection guidelines because it violates the patient’s privacy. An ultimatum letter is permissible providing that no false statements or threats of violence are made during the collection process. A collection letter is permissible as long as no false statements or threats of violence are made during the collection process. Repeat billing is permissible as long as no false statements or threats of violence are made during the collection process.

DIF: Recall REF: p. 210 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 9. An ultimatum letter should be sent: a. along with a final bill. b. from the dental practice’s attorney. c. via registered mail with a return receipt. d. first class mail with a return address envelope.

ANS: C

An ultimatum letter should be sent registered mail with a return receipt to ensure that the intended recipient has received the letter. The ultimatum letter will follow the final bill. Once it has been referred to collections, the practice’s attorney or a collection attorney will contact the patient. First class mail will not ensure that the patient has received the letter.

DIF: Recall REF: p. 210 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 10. A level three collection procedure should be initiated after _____ days. a. 30 b. 60 c. 90 d. 120 ANS: C

A level three collection procedure is initiated after 90 days. A level one collection procedure is initiated after 30 days. A level two collection procedure is initiated after 60 days. A level four collection procedure is initiated after 120 days.

DIF: Recall REF: p. 212 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties

11. You are placing a call to a patient whose payment is more than 90 days past due. The patient

states, ―Let me talk to the dentist, he is an old friend.‖ Which of the following should be your response? a. ―The dentist is busy with other patients and cannot be disturbed.‖ b. ―I will let the dentist know that you wish to speak with him, and he will return your call.‖ c. ―You could resolve this problem if you just paid your bill on time.‖ d. ―The dentist has given me the responsibility of making the financial arrangements.‖ ANS: D

When you are attempting to make a collection call, and the patient requests to speak with the dentist because they are ―old friends,‖ your response should be, ―The dentist has given me the responsibility of making the financial arrangements.‖ Stating that the dentist is busy with other patients may give the impression that you feel this patient is less important than others.

Do not tell the patient that you will have the dentist call back, unless the dentist will call the patient to discuss the bill. Telling the patient that just paying the bill would resolve the problem is rude and may close communication. The bill probably will not be paid, and the patient–dentist relationship will be affected.

DIF: Recall REF: p. 213 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 12. An account aging report can be described as: a. an analysis of the length of time that has elapsed since a charge was made. b. the length of time since the last payment was made on the account by the patient. c. the length of time between filing an insurance claim and receipt of payment. d. the length of time after the insurance payment and receipt of the patient’s portion.

ANS: A

An account aging report can be described as an analysis of the length of time that has elapsed since a charge was made. The length of time since the last payment was received from a patient is known as the billing cycle, or the delinquency period. The length of time between filing an insurance claim and receipt of payment is the turnaround time. The length of time between the insurance payment and receipt of the patient’s portion is known as the billing cycle, or the delinquency period.

DIF: Recall REF: p. 209 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 13. _______ is a series of reminders that payment is past due. a. A credit report b. Skip tracing c. The collection process d. A divided payment plan ANS: C

The collection process is a series of reminders that payment is past due. A credit report is a tool used to gather credit information—not a series of reminders that payment is past due.

Skip tracing is a procedure used to locate a patient’s new address—not a series of reminders that payment is past due. A divided payment plan is a division of payments according to the length of the treatment—not a series of reminders that payment is past due.

DIF: Recall REF: p. 209 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 14. A collection agency charges the dental practice _______ to take over the collection process. a. 10%-20% of the balance due b. 20%-30% of the balance due c. 30%-50% of the balance due d. a predetermined flat rate ANS: C

The dental practice will receive only 50%-70% of the original balance due when using a collection agency because the agency retains 30%-50% of the balance due.

DIF: Recall REF: p. 210 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 15. Which of the following is not recommended when skip tracing a patient? a. Send a registered letter and request a return receipt. b. Compel the patient to accept a collect call. c. Contact the patient’s friend or relative (provided on the patient’s registration

form). d. Contact the patient at work.

ANS: B

Compelling the patient to accept a collect call is prohibited as an unfair collection practice.

Sending a registered letter and requesting a return receipt is recommended when skip tracing.

Contacting the patient’s provided friend or relative is recommended when skip tracing.

Contacting the patient at work is recommended when skip tracing.

DIF: Recall REF: p. 210 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 16. After turning an account over to the collection agency, the dental practice should continue to

make every effort to collect the outstanding balance. If the patient contacts the dental practice to make payment arrangements, the practice is under no obligation to pay the collection agency. a. The first statement is true; the second statement is false. b. The first statement is false; the second statement is true. c. Both statements are true. d. Both statements are false.

ANS: D

Both statements are false: Once an account has been turned over to the collection agency, the agency controls the collection process. If the patient contacts the dental practice to make payment arrangements, the payments must go to the agency.

DIF: Recall REF: p. 210 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 17. Which of the following statements is true? a. Open-ended questions are effective when a collection call is placed. b. Patients usually complete their scheduled treatment even when they owe the

dentist money. c. It is unusual for a patient to become angry during a collection call. d. You will get better results, when placing a collection call, with a voice that is

commanding, authoritative, and judgmental.

ANS: A

Open-ended questions are the best form to use during a collection call because they require the patient to provide specific information. Patients are unlikely to continue their scheduled treatment when they owe the dentist money. It is not unusual for a patient to become angry during a collection call. You will get better results, when placing a collection call, with a voice that is professional, friendly, and sincere.

DIF: Recall REF: p. 212 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 18. Fill in the blank: One advantage of a/an _______ is that an external agency assumes the risk

for collecting the charges. a. outside payment plan b. divided payment plan c. credit card payment d. outside payment plan and credit card payment ANS: D

Both outside payment plans and credit card payments shift the collection risk from the dental practice to an external agency.

DIF: Recall REF: p. 204 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 19. The person identified as the _______ on a child’s patient registration form must be informed

of treatment and must authorize any payment plan before treatment begins. a. financially responsible party b. guardian c. parent d. patient ANS: A

The person who is identified as financially responsible party for a child must be informed of treatment and must authorize financial arrangements prior to treatment. The guardian, the parent, and the financially responsible party, not the child, must be informed of treatment and should authorize any payment plan before treatment begins.

DIF: Recall REF: p. 208 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 20. Which of the following statements is false? a. Credit reports list the names of all creditors, all amounts owed, and payment

history. b. The dental practice can, at any time, request a patient’s credit report from the credit

reporting agency. c. Credit reports can be used by the dental practice to determine payment patterns. d. Accounts that have been turned over for collection are identified on a credit report.

ANS: B

The dental practice must have the patient’s permission before requesting a report from the credit reporting agency.

DIF: Recall REF: p. 208 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 21. A billing statement should include: a. a return envelope. b. a summary of the payment policy (printed on the back). c. a description of each transaction, in terms that the patient will understand. d. all are correct.

ANS: D

A billing statement should include a description of each transaction, a statement summarizing the payment policy, and a return envelope.

DIF: Recall REF: p. 208 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 22. Stickers or stamps placed on the statement signify which level of the collection process? a. Level one b. Level two c. Level three d. Level four ANS: A

Stickers or stamps can be placed on the statement as a ―friendly reminder‖ that the payment has not been received, in the first level of the collection process. Reminder notices (printed, stamped, or otherwise) are a level one, not level two, collection tactic.

DIF: Recall REF: p. 209 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative

Duties 23. A payment in full policy means which of the following? a. Payment in full is required the month the billing is sent. b. The account will receive a discount when several bills are paid in full. c. The account is paid in full at the end of every visit. d. The account will receive a discount when several bills are paid in full and the

account is paid in full at the end of every visit.

ANS: C

The payment in full policy requires that the patient pay in full after each visit. Payment may be given in the form of cash, check, or credit card. Payment in full plans are beneficial to the dental practice because they provide a constant cash flow.

DIF: Recall REF: p. 203 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 24. The portion of the dental treatment for which the patient is responsible for which of the

following? a. Divided payment plan b. Copayment c. Extended payment d. None are correct ANS: B

Copayment represents that portion of the dental treatment for which the patient is responsible for paying. A variation of the payment plan is the divided payment plan. When it is necessary to allow payments for treatment over time, several different methods can be used to set up extended payment plans.

DIF: Recall REF: p. 203 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 25. The dental professional responsible for preparing the written treatment plan is which of the

following? a. The dentist b. The receptionist c. The administrative dental assistant d. The business manager ANS: C

The administrative dental assistant is responsible for preparing the written treatment plan (manual or computerized). The assistant will present the written plan to the patient and discuss financial arrangements.

DIF: Recall REF: p. 208 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 26. Which of the following should be considered when designing a financial policy?

a. b. c. d.

The community standards The practice philosophy Sound business practices All are correct

ANS: D

When designing financial policies, consider the community’s standards, the practice’s philosophy, and sound business principles.

DIF: Recall REF: p. 213 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 27. Budget plans reports contain which of the following information? a. The monthly amount due on outstanding bills b. The negative monthly balances owed by patients c. A list of patients who have failed to make a payment d. Monthly payments owed to the dental supply house ANS: A

Budget plan reports indicate patients who have failed to make a payment (or to make a full payment).

DIF: Recall REF: p. 209 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties COMPLETION 1. Accounts are considered current if the patient has not received the first statement and the

money has not been owed for longer than _______days.

ANS: 30 DIF: Recall REF: p. 209 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties MATCHING

Match each collection strategy with its corresponding level in the collection process. a. Level One b. Level Two c. Level Three d. Level Four e. Level Five 1.

2.

3.

4.

Collection letter The ultimatum Friendly reminder Turning the account over for collection

5. Telephone reminders 1. ANS: C DIF: Recall REF: p. 210 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 2. ANS: D DIF: Recall REF: p. 210 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 3. ANS: A DIF: Recall REF: p. 209 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 4. ANS: E DIF: Recall REF: p. 210 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 5. ANS: B DIF: Recall REF: p. 209 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties TRUE/FALSE 1. A co-payment is the portion of the dental statement for which the insurance company is

financially liable.

ANS: F

The co-payment is the portion of the dental treatment for which the patient is financially responsible.

DIF: Recall REF: p. 203 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties

Chapter 15: Dental Insurance Processing Gaylor: The Administrative Dental Assistant, 6th Edition MULTIPLE CHOICE 1. A correctly completed dental claim form will contain all information requested for each data

item. The administrative dental assistant can obtain this information from the: a. patient before treatment. b. patient after treatment. c. patient’s clinical chart. d. member of the dental team who is providing treatment.

ANS: C

The administrative dental assistant can find the information for completing the claim form in the patient’s clinical chart. Although patients can provide some information before treatment is provided, they may not have knowledge of specific treatment information needed to complete the claim form.

DIF: Recall REF: p. 233 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative

Duties 2. Usual, customary, or reasonable charges include criteria that may be used to establish a fee

schedule. A patient asks you to explain ―reasonable fee.‖ Which of the following would be a proper explanation? a. The fee the dentist uses most often for a given dental procedure. b. Determination by a third-party administrator that a particular service for a given procedure has been modified to take into consideration unusual complications. c. The fee determined by a third-party administrator for actual submitted fees for specific dental services. d. Fees set by the insurance company without consideration of geographic location and demographic information.

ANS: B

A third-party administrator can describe reasonable fee as a determination that a particular service for a given procedure has been modified to take into consideration unusual complications. The fee the dentist uses most often for a given dental procedure is a ―usual fee.‖ The fee determined by a third-party administrator for actual submitted fees for specific dental services is the customary fee. The fee set by an insurance company without consideration of geographic location and demographic information is based on a fixed fee schedule.

DIF: Comprehension REF: p. 214 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 3. A dental clinic provided by a large corporation for employees and their families is an example

of what type of dental program? a. A capitation program b. A preferred provider organization c. Franchise dentistry d. Closed panel programs ANS: D

A dental clinic provided by a large corporation for employees and their families is a closed panel program. A capitation program is a program in which a practice is paid a set amount for each patient enrolled in the program. A preferred provider program is a plan that establishes a list of dentists who have a contract with an insurance company. Franchise dentistry is a method that allows a corporation to own several dental practices.

DIF: Application REF: p. 217 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 4. A patient needs an expensive dental procedure. He tells you that although the fee would

currently be covered at 80%, in 1 month time it will be covered at 90% when the new benefit year begins. You know that his insurance has: a. a fixed fee schedule. b. an incentive program. c. a capitation program. d. direct reimbursement.

ANS: B

An incentive program is a program in which a patient receives an approved type and frequency of preventative care; the percentage is raised until covered at 100%. A fixed fee schedule involves a pre-established fee that is charged by all dentists, regardless of their geographic area. A capitation program is a program in which a practice is paid a set amount for each patient enrolled in the program. Direct reimbursement bypasses an insurance company and is paid directly from a fund established by an employer.

DIF: Application REF: p. 215 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 5. A teenager is new to the dental practice and is filling out the new patient paperwork. When he

gets to the insurance section, he asks you who he should record as the subscriber. You explain that: a. he is the subscriber. b. his father is the subscriber. c. his mother is the subscriber. d. the holder of the dental benefits is the subscriber.

ANS: D

For a minor dependent, the holder of the dental benefits is the subscriber.

DIF: Recall REF: p. 216 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 6. A patient states that he has dental insurance through his employer and is also covered under

his wife’s plan. He asks whether both plans can be used to cover the full amount of the treatment. You know that the term that describes this process is: a. Consolidated Omnibus Budget Reconciliation Act (COBRA). b. coordination of benefits (COB). c. dependent coverage. d. assignment of benefits.

ANS: B

Coordination of benefits is the term used to describe how duel coverage is used to cover the cost of treatment. COBRA benefits describe health insurance that is available for purchase for a maximum of 18 months after loss of group benefits. Dependent coverage is coverage for a family member provided through an employee’s benefit program. Assignment of benefits is authorization given by a subscriber or a patient that directs the insurer to make direct payment to the provider.

DIF: Application REF: p. 214 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 7. A new administrative dental assistant is learning to complete insurance claims. The claim she

is processing is for a minor child who is covered under dental plans from both parents’ employers. She asks whether you know which plan should be billed first. Using the Birthday Rule, what would you tell your colleague?

a. b. c. d.

The father’s insurance should be billed first if he is older than his wife.

The parent who has a birth date closest to that of the child is billed first.

The parent whose birthday comes first in the year is the primary insurance holder.

Call the parents and ask whom they would like you to bill first.

ANS: C

According to the birthday rule, the insurance of the parent whose birthday comes first in the year is considered primary. The age of the parent is not considered—only the month and date of birth. The insurance company sets the requirements; the decision is not left to the parents.

DIF: Recall REF: p. 218 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 8. Where should copies of the explanation of benefits (EOB) be filed? a. In the clinical records b. In a file for the month in which the claim was billed c. In a file for the specific insurance company d. In a file for the month in which the claim was paid ANS: D

The EOB should be placed in a file for the month in which the claim was paid. EOBs may contain information on several patients, so they cannot be filed in clinical records. Because EOBs accompany payment, they are not filed in the month when billed. EOBs do not need to be filed by an insurance company.

DIF: Comprehension REF: p. 222 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 9. Maximum coverage can be described as: a. a set dollar amount that the patient must pay each year before insurance benefits

are paid. b. the total amount a patient can be charged during a year. c. the total dollar amount an insurance company will pay during the year. d. the total dollar amount the insurance plan pays during the patient’s lifetime.

ANS: C

Maximum coverage can be described as the total dollar amount an insurance company will pay during the year. A set dollar amount that the patient must pay each year before insurance benefits are paid is the deductible. The total dollar amount the patient can be charged during a benefit year is the maximum out-of-pocket expense. The total dollar amount paid by the insurance plan during the patient’s lifetime is the limitation of coverage.

DIF: Recall REF: p. 219 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 10. Overbilling can be described as all of the following, except: a. the dentist recommends and performs and charges for unnecessary dental services. b. waiver of co-payment, with third-party payment accepted as full. c. the dentist increases the fee solely because the patient has insurance.

d. fraudulent insurance billing.

ANS: A

Overbilling can be described as all of the following except, ―The dentist recommends and performs and charges for unnecessary dental services.‖ Waiver of co-payment is a component of overbilling. An increase in fee because the patient has insurance is an example of overbilling. Fraudulent insurance billing is an example of overbilling.

DIF: Recall REF: p. 216 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 11. Which of the following statements is false? a. Patients with dual coverage do not get to decide who is going to be the primary

carrier. b. The primary carrier is always billed before the secondary carrier. c. The gender rule assigns primary coverage to the mother when secondary coverage for children is determined. d. The secondary insurance company will not pay more than the residual balance.

ANS: C

The gender rule determines the primary and secondary coverage of a child by designating primary coverage to the father and secondary coverage to the mother.

DIF: Recall REF: p. 214 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 12. A patient is being seen following a work-related accident in which several teeth were broken.

How will this treatment be billed? a. To his primary insurance b. Workers’ compensation c. Government assistance d. Secondary coverage ANS: B

Work-related injuries are billed to workers’ compensation. Primary coverage is not billed for work-related injuries. Government assistance is provided for qualifying individuals of low income. Secondary coverage is not billed for work-related injuries.

DIF: Recall REF: p. 218 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 13. After _______ days, review and track any unpaid dental claims. a. 7 b. 10 c. 30 d. 60 ANS: C

Follow up on any unpaid insurance claims within 30 days of submission. The longer you wait to follow up, the longer it will take the dentist to receive a payment.

DIF: Recall REF: p. 232 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 14. When the usual fee charged by the dental practice is higher than the fee established in a(n)

_______, the difference between fees cannot be charged to the patient. a. fixed fee schedule b. table of allowance c. indemnity schedule d. schedule of allowance ANS: A

A fixed fee schedule establishes a set fee, regardless of geographic area. When the dental practice’s usual fee is higher than its fixed fee, the patient cannot be charged for the difference. The patient is charged for the difference when the fee established in a table of allowance is less than the dentist’s usual fee.

DIF: Recall REF: p. 217 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 15. Which method of payment sidesteps the insurance company by paying directly from a fund

established by an employer? a. Union trust fund b. Direct reimbursement c. Capitation program d. Incentive program ANS: B

A direct reimbursement is paid from a fund established by an employer. Union trust funds circumvent insurance companies by establishing their own fee schedules. Direct reimbursement is a fund from which an employer contributes and pays the dental practice directly. The dental practice is paid a set amount for each patient enrolled in a capitation program. Incentive programs are established by insurance companies.

DIF: Comprehension REF: p. 215 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 16. Of the following dental plans, which limits patients to a predetermined list of dentists? a. Managed care plan b. EPO plan c. HMO plan d. All are correct ANS: D

Members of EPOs, HMOs, and managed care plans may receive treatment only from assigned dentists.

DIF: Recall REF: pp. 217, 218 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 17. Which of the following statements is true? a. The CDT manual is published by the CRC and is updated annually. b. The first digit of a dental procedure code is the number ―2.‖ c. A brief, literal definition precedes each dental procedure code. d. The CDT manual is used principally to identify and define transaction codes.

ANS: D

The primary use of the CDT manual is to identify and define the various transaction codes.

Current dental terminology is published by the ADA and is updated every 2 years. The first digit of a dental procedure code is the letter ―D‖ and nomenclature does not precede, but rather follows, each dental procedure code.

DIF: Recall REF: p. 223 OBJ: 6 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 18. _______ is the set dollar amount that the patient must pay toward treatment before the third

party will consider payment. a. Policy coverage b. The deductible c. Coverage limitation d. Eligibility ANS: B

The deductible is a specific, predetermined amount that a patient must pay toward treatment before his or her dental care provider will consider payment for additional services.

DIF: Recall REF: p. 219 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 19. Employers rarely change their dental coverage. A patient with the same company for 25 years

will most likely have the same carrier and benefits for the duration of his or her employment. a. The first statement is true; the second statement is false. b. The first statement is false; the second statement is true. c. Both statements are true. d. Both statements are false.

ANS: D

Both statements are false: Check eligibility often—it is not uncommon for employers to change their dental coverage yearly.

DIF: Application REF: p. 213 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 20. Insurance companies calculate eligibility on a(n) _______ basis. a. daily

b. weekly c. monthly d. annual ANS: C

Eligibility is determined on a monthly basis by insurance companies.

DIF: Recall REF: p. 220 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 21. Which of the following provides the necessary information for a patient to directly bill an

insurance company? a. A superbill b. An encounter form c. An EOB form d. A dental claim form ANS: A

A superbill quickly supplies the patient with the needed insurance information to bill the insurance company directly for services. An encounter form is used by third-party carriers, not patients. An EOB form is a report from a third-party carrier that explains the breakdown of payment. Dental claim forms are sent by the dental office.

DIF: Recall REF: p. 221 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 22. Once submitted, a paper dental claim has a turnaround time of approximately _______, while

an electronically submitted claim has a turnaround of _______. a. 1 week; 1-2 days b. 1-2 days; 1 week c. 1 month; 7-10 days d. 7-10 days; 1 month ANS: A

Electronically submitted claims turn around more quickly (usually within 1-2 days) than paper claims (approximately 1 week).

DIF: Recall REF: p. 220 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 23. Which of the following lists procedures covered by an insurance company and their respective

dollar amounts? a. Capitation program b. Table of allowances c. Usual and customary fees d. List of reasonable fees ANS: B

Table of allowances, schedules of allowances, and indemnity schedules are lists of procedures covered by an insurance company and their respective dollar amounts. These fees are the same for all dentists, regardless of location.

DIF: Recall REF: p. 217 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 24. The method that allows a corporation (formed by a dentist or other entity) to own several

dental practices is which of the following? a. Franchise dentistry b. Direct reimbursement c. HMO d. EPO ANS: A

Franchise dentistry is a method that allows a corporation (formed by a dentist or other entity) to own several dental practices (most states have very specific regulations and laws dealing with the ownership of medical and dental practices).

DIF: Recall REF: p. 217 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 25. An organization legally established by a group of dentists to enter into third-party contracts is

called which of the following? a. An individual practice association b. Union trust fund c. Managed care d. HMO ANS: A

An individual practice association (IPA) is an organization that has been legally established by a group of dentists to enter into third-party contracts.

DIF: Recall REF: p. 218 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 26. Companies that provide stand-alone electronic claims solutions, act as a clearinghouse to

process dental claims, check on patient eligibility and benefits, and provide claim status is called which of the following? a. Application service providers b. Managed care programs c. PPO d. E-claims service provider ANS: D

E-claims service providers are companies that provide stand-alone electronic claims solutions.

These companies act as a clearinghouse to process dental claims, check on patient eligibility and benefits, and provide claim status. Application service providers are web-based practice management software applications that allow the dental practice to run various applications from a hosted system. Managed care is a program that is designed to contain the costs of dental procedures and services. The preferred provider organization (PPO) is a plan that establishes a list of dentists who have a contract with the insurance company.

DIF: Recall REF: p. 220 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 27. When a patient receives services from a dentist outside the HMO, which of the following

applies to the fees? a. Fees are covered at 50%. b. Patient is responsible for the fees. c. The treating dentist can accept or reject the HMO payment. d. Fees are covered by the HMO regardless of the treatment provider.

ANS: B

Members enter HMOs for the purpose of having all of medical or dental fees covered.

Members of HMOs can receive treatment only from assigned dentists. If they receive treatment outside of the HMO, the fees are not covered and become the responsibility of the patient.

DIF: Recall REF: p. 217 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties SHORT ANSWER 1. How many data items must be entered to complete the ADA Dental Claim Form?

ANS:

58 DIF: Recall REF: p. 225 OBJ: 7 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties MATCHING

Match each term with its corresponding definition. a. Allowable Charges b. Consolidated Omnibus Budget Reconciliation Act (COBRA) c. Covered Charges d. Downcoding e. Franchise Dentistry f. Individual Practice Association g. Nonduplication of Benefits

h. Open Enrollment i. Overcoding j. Preauthorization 1.

2.

3.

4.

5.

6.

7.

8.

9.

10.

Guaranteed dental coverage for 18 months after the loss of group benefit coverage Providing dental care under a common name with regional or national advertising Dual coverage patients cannot receive payment for more than 100% of the covered benefit Allowable services outlined by the third-party dental benefits plan Confirmation by a dental benefits plan that a pretreatment plan is authorized for payment Legal organization of dental practitioners who enter into contracts with dental benefits plans The maximum amount paid for each procedure A method of changing a reported benefits code to reflect a lower cost for the procedure Billing dental benefits plans for higher paying procedures than services actually performed Time period when a dental benefits member can select his or her provider and type of coverage

1. ANS: B DIF: Recall REF: p. 214 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 2. ANS: E DIF: Recall REF: p. 215 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 3. ANS: G DIF: Recall REF: p. 216 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 4. ANS: C DIF: Recall REF: p. 215 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 5. ANS: J DIF: Recall REF: p. 216 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 6. ANS: F DIF: Recall REF: p. 215 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 7. ANS: A DIF: Recall REF: p. 214 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 8. ANS: D DIF: Recall REF: p. 215 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 9. ANS: I DIF: Recall REF: p. 216 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 10. ANS: H DIF: Recall REF: p. 216 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties TRUE/FALSE

1. The first step in processing a dental claim form is to discuss the insurance coverage with the

patient and determine the portion of the fee for which the patient will be responsible.

ANS: F

The first step in processing a dental claim is to obtain information from the patient.

DIF: Comprehension REF: p. 219 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties

Chapter 16: Bookkeeping Procedures: Accounts Payable Gaylor: The Administrative Dental Assistant, 6th Edition MULTIPLE CHOICE 1. Accounts payable can be defined as a: a. system of recording all financial transactions. b. system that records all financial transactions between a patient and the dental

practice. c. system that records all monies the dental practice owes others. d. method used to verify and classify all transactions.

ANS: C

Accounts payable can be defined as a system that records all monies the dental practice owes others. A system of recording all financial transactions is bookkeeping. A system that records all financial transactions between a patient and the dental practice is known as accounts receivable. A method used to verify and classify all transactions is accounting.

DIF: Application REF: p. 235 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 2. It may take up to _______ days for a check, sent by mail, to be received and processed. a. 5 b. 7 c. 10 d. 30 ANS: C

When mailing a check, it may take up to 10 days for the check to be acknowledged and processed.

DIF: Recall REF: p. 235 OBJ: 2 | 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 3. A ―one-write system‖ is an example of a(n) __________ system. a. computerized bookkeeping b. manual bookkeeping c. one-step accounts payable and receivable d. automated billing

ANS: B

A ―one-write system‖ is an example of a manual bookkeeping system. Computerized bookkeeping systems allow information to be used in numerous applications once it has been entered into the system. Because accounts receivable calculates money due the practice and accounts payable calculates monies owned by the practice, it would not be possible to have a one-step system. Automated billing is a form of a computerized system.

DIF: Comprehension REF: p. 245 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 4. Which of the following statements is false? a. Unpaid bills should be categorized alphabetically, using the company name. b. Monthly statements include a grace period. c. Bills paid electronically are received and processed more quickly than payments

sent through the mail. d. Some types of payments must be paid on a specific date, or a penalty will be

assessed.

ANS: A

Unpaid bills should be categorized sequentially by the date the authorization to pay the bill will be issued.

DIF: Recall REF: p. 235 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 5. A(n) _______ is a list that summarizes all invoices sent during the month. a. accounting report b. statement c. pegboard copy d. payment authorization ANS: B

A list that totals all invoices sent during the month is called a statement.

DIF: Recall REF: p. 235 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 6. Payments can be authorized automatically, on the same day each month. These automatic

payments do not need to be recorded, documented, or verified. a. The first statement is true; the second statement is false. b. The first statement is false; the second statement is true. c. Both statements are true. d. Both statements are false.

ANS: A

The first statement is true; the second statement is false: Automatic payments must be recorded, documented, and verified.

DIF: Comprehension

REF: p. 236

OBJ: 2

TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 7. Which of the following is not an acceptable method of voiding a check? a. Write VOID in the check memo area. b. Write VOID across the face of the check. c. Tear the check in half and tape it back together, after writing VOID in the check

signature area. d. Tear the signature area from the check.

ANS: A

Writing VOID in the check memo area is inadequate when voiding a check. Writing VOID across the face of the check, tearing the check in half after writing VOID in the check signature areas, and tearing the signature area from the check are all acceptable methods of voiding a check.

DIF: Comprehension REF: p. 239 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 8. Insurance companies commonly _______ in a practice called direct deposit. a. deposit funds through an ATM b. transmit information to the bank through scanned images of a check c. take funds to the bank to have them physically deposited in the dental practice

bank account d. transfer money directly from their bank account to the dental practice bank account ANS: D

Insurance companies frequently make direct deposits by transferring money from one bank account to another. Transferring money directly from one bank account to another (direct deposit) is a common practice with insurance companies, whereas depositing funds through an ATM is not.

DIF: Comprehension REF: p. 236 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 9. Which of the following is not needed to reconcile an account? a. The check register b. Payroll records c. Deposit records d. Bank statements ANS: B

Payroll records are not needed to reconcile an account. The check register is a necessary tool used in reconciling an account. Deposit records are used to reconcile an account. Bank statements are used to reconcile an account.

DIF: Comprehension REF: p. 242 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties

10. New employees must complete _______. a. an I-9 form b. a W-4 form c. a W-2 form d. an I-9 form and a W-4 form ANS: D

A new employees must complete an Immigration and Naturalization Service (INS) Form I-9, Employment Eligibility Verification and an Employee’s Withholding Allowance Certificate, and W-4 form. A W-2 Form is a report of wages earned, given to each employee at the end of the year.

DIF: Recall REF: p. 245 OBJ: 5 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 11. Which of the following statements is true? a. Married employees can share a payroll record. b. Payroll and personnel records should be kept in the same file. c. Personnel records are confidential. d. A copy of the employee’s social security card can be kept in the employee’s

personnel record.

ANS: C

Personnel records are confidential and should be kept separate from payroll records.

DIF: Recall REF: p. 248 OBJ: 5 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 12. _______ is the amount of pay given before any deductions have been taken out. a. Gross salary b. Net salary c. Take home salary d. After tax income ANS: A

Gross salary is the amount of income earned before taxes and other deductions are taken. Net salary is the amount of income the employee takes home, after deductions are subtracted.

Take home salary is the amount of income the check is written for, after deductions are subtracted. After tax income is the amount of income the employee takes home, after deductions are subtracted.

DIF: Comprehension REF: p. 250 OBJ: 5 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 13. Which of the following is an Employer Identification Number? a. 212-45-8761 b. 27-8437796 c. D-1-602E d. 307-BUR-2011

ANS: B

The EIN is a nine-digit number arranged as follows: 00-0000000.

DIF: Recall REF: p. 256 OBJ: 5 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 14. An invoice is a list of purchased items and their charges. What do you call a list of the totals

of all the invoices? a. A ledger b. A deposit slip c. Statement d. A register ANS: C

A list of totals of all invoices is a statement. A ledger is a record in which commercial accounts are recorded. A deposit slip lists all checks and cash that are to be deposited into the bank account. A register is a list of all checks written.

DIF: Recall REF: p. 235 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 15. The first step in reconciling the bank statement is to verify: a. the balance. b. deposits. c. debits. d. canceled checks.

ANS: C

The first step in reconciling the bank statement is to verify the debits. Verifying the balance follows verifying the debits. Verifying deposits follows verifying the balance. Verifying the balance follows verifying canceled checks.

DIF: Recall REF: p. 242 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 16. You have been assigned to handle the payroll for the dental office. What government

publication would be a helpful reference? a. IRS Publication 15 Circular E b. U.S. Treasury Publication 1541 c. IRS Form I-9 d. Form 941 ANS: A

The IRS Publication 15 Circular E would be a helpful reference for the individual who handles the payroll for the office. U.S. Treasury Publication 1541 is ―Taxes in U.S. History—School Resource Package.‖ IRS Form I-9 is the INS for verification of employment eligibility verification. Form 941 is used to report Federal Income Tax, Social Security, and Medicare taxes.

DIF: Recall REF: p. 252 OBJ: 5 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 17. The IRS W-4 form serves what purpose? a. Documents employment eligibility. b. Establishes employee’s withholding allowance. c. Documents eligibility for earned income credit. d. Documents wages earned.

ANS: B

The IRS W-4 form establishes the employee’s withholding allowance IRS Form I-9 documents employment eligibility. Form W-5 documents eligibility for earned income credit.

Form W-2 documents wages earned.

DIF: Recall REF: p. 245 OBJ: 5 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 18. Salary can be reported in several ways. From the following, identify the classification in

which employees are paid according to the amount of work they produce? a. Hourly employee b. At will employee c. Contract employee d. Salaried employee ANS: C

Contract employees are paid according to the amount of work they produce. Hourly employees are paid according to the number of hours worked in a pay period. At will employees are in an employment relationship in which either party can terminate the relationship with no liability if there is no express contract for a definite term governing the employment relationship. This relationship does not affect payroll. Salaried employees are paid a set amount each month.

DIF: Recall REF: p. 252 OBJ: 5 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 19. Federal income, Social Security, and Medicare taxes are reported on which of the following

government forms? a. Form 1099 b. Form 941 c. W-2 d. W-4 ANS: B

Form 941 is used to report Federal income, Social Security, and Medicare taxes. Form 1099 is used to report miscellaneous income. The W-2 form is used to report earnings. Form W-4 is the employee withholding allowance certificate.

DIF: Recall

REF: p. 254

OBJ: 5

TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 20. All employment tax records must be kept for a period of _____ years. a. 2 b. 4 c. 5 d. 7 ANS: B

An employment tax record must be kept for a period of 4 years. Personal tax records should be kept for 7 years.

DIF: Recall REF: p. 248 OBJ: 5 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 21. An employee must complete a new W-4 under which of the following circumstances? a. Qualification for advance earned income credit occurs b. A change in salary or hourly wage c. A change in marital status d. A change of name ANS: D

A change of name requires that a new W-4 form be completed. W-4 forms are separate from the W-5 form which is used to file for earned income credit. A change in salary or hourly wage does not require a new W-4 form to be completed. Unless a change of name occurs, or the number of deductions, or filing status occurs a W-4 form does not need to be completed.

DIF: Recall REF: p. 245 OBJ: 5 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 22. Which of the following procedures must the administrative assistant complete when hiring a

new staff member? a. Verify work eligibility. b. Record employee’s name and SSNs from a social security card. c. Have the employee fill out a W-4 form. d. All are correct.

ANS: D

It is required that new employees must be verified for work eligibility. Their names and SSNs should be recorded from social security cards and the W-4 forms must be completed.

DIF: Recall REF: p. 256 OBJ: 5 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 23. Which of the following is not a function of payroll? a. Calculation of payroll b. Tax deduction c. Filing tax reports

d. Reconciling the bank statement ANS: D

Reconciling the bank statement is not a payroll function. Payroll functions include calculating payroll, deducting taxes, writing checks, and filing tax reports. These functions can be performed manually, with the use of a computer software package, or by an outside agency.

DIF: Recall REF: p. 256 OBJ: 5 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 24. The IRS requires that all tax deposits be made using electronic fund transfer (EFT)

technology. This can be done through a bank or can be deposited directly to the Treasury Department using the electronic federal tax payment system (EFTPS). a. The first statement is true. The second statement is false. b. The first statement is false. The second statement is true. c. Both statements are true. d. Both statements are false.

ANS: C

Both statements are true: The IRS requires that all tax deposits be made using electronic fund transfer (EFT) technology. It can be accomplished through the practice’s bank or directly deposited using the EFTPS. DIF: Recall REF: p. 254 OBJ: 5 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 25. Federal Income, Social Security, and Medicare taxes are reported on Form 941. (MC19)

Employer’s Quarterly Federal Tax Return. This form, which is filed with the IRS on a quarterly basis (every 3 months beginning in January), is completed by the attorney of record. a. The first statement is true. The second statement is false. b. The first statement is false. The second statement is true. c. Both statements are true. d. Both statements are false.

ANS: A

The first statement is true. The second statement is false: Employer’s Quarterly Federal Tax Return is filed with the IRS on a quarterly basis (every 3 months beginning in January) and is completed by the bookkeeper.

DIF: Recall REF: p. 254 OBJ: 5 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 26. The amount of pay given to an employee prior to deductions is called which of the following? a. Gross salary b. Net salary c. Annual salary d. Deferred salary ANS: A

Gross salary is the amount of pay given before any deductions have been taken out.

Deductions are subtracted from the gross salary to calculate the net salary or ―take home‖ salary (the amount for which the check is written).

DIF: Recall REF: p. 252 OBJ: 5 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties SHORT ANSWER 1. How many years must payroll records be kept?

ANS:

4 DIF: Recall REF: p. 256 OBJ: 5 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties MATCHING

Organize the accounts payable system in the correct order (sequence). a. Step One b. Step Two c. Step Three d. Step Four e. Step Five f. Step Six 1.

2.

3.

4.

5.

6.

Verify charges by comparing invoices with the statement Stamp the date paid on the statement, and include the check number Categorize unpaid bills by the date each check will be written Categorize the expenditures for use in accounting reports Prepare the checks Establish set dates, each month, when checks will be generated

1. ANS: C DIF: Recall REF: p. 235 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 2. ANS: E DIF: Recall REF: p. 235 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 3. ANS: B DIF: Recall REF: p. 235 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 4. ANS: F DIF: Recall REF: p. 235 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 5. ANS: D DIF: Recall REF: p. 235 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative

Duties 6. ANS: A DIF: Recall REF: p. 235 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties TRUE/FALSE 1. Sound accounting practices mandate that the person who writes the checks cannot also sign

the checks.

ANS: T

The person responsible for writing the checks must not be the same person responsible for signing the checks.

DIF: Recall REF: p. 239 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties

Chapter 17: Bookkeeping Procedures: Accounts Receivable Gaylor: The Administrative Dental Assistant, 6th Edition MULTIPLE CHOICE 1. All the following are components of the financial record, except: a. patient information. b. responsible party. c. insurance coverage. d. treatment plans and associated costs.

ANS: D

Treatment plans and associated costs are not a component of a financial record. Patient information, responsible party, and insurance coverage are components of a financial record.

DIF: Comprehension REF: p. 258 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 2. Knowledge of how to properly make entries and use receipts and superbills is required by the

administrative dental assistant for use of which type of bookkeeping? a. Accounts receivable b. Computerized bookkeeping c. Pegboard system d. QuickBooks accounting ANS: C

Knowledge of how to properly make entries and use receipts and superbills is required by the administrative dental assistant for use of the pegboard type of bookkeeping. To process accounts receivable, the individual must know how to prepare receipts and make entries.

Computerized bookkeeping requires an understanding of a specific software application.

QuickBooks accounting is a form of computerized bookkeeping.

DIF: Recall REF: p. 258 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 3. Patients commonly pay their bills around their payday. If the patient usually is paid on the

first of the month, when would be the best date for the office to send out bills? a. Bills should be sent so they will arrive around the 10th of the month. b. Bills should be sent so they will arrive around the 23rd of the month. c. All bills should be mailed on the first day of the month. d. Bills should be sent out bimonthly in alphabetic order.

ANS: B

If the patient usually is paid on the first of the month, it would be best for the office to send out bills so they will arrive around the 23rd of the month. If the bill arrives on the 10th of the month, it will be several weeks before the patient will have the money to pay the bill. It is not necessary to send out all bills on the same day. Bills sent out in alphabetic order will not reach the patient to coincide with a specific payday.

DIF: Recall REF: p. 260 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 4. All the following components are part of the pegboard system, except the: a. receipt. b. ledger card. c. accounts receivable report. d. daily journal.

ANS: C

An accounts receivable report is not a component of the pegboard system. A daily journal, a receipt, and a ledger card are all parts of a pegboard system.

DIF: Recall REF: p. 260 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 5. What is the last step in the daily routine for managing patient transactions? a. Document payments b. Document patient treatments c. Complete end of day procedures d. Post financial transactions ANS: C

The last step in the daily routine for managing patient transactions is to complete end of day procedures. Documentation of payment is the fifth procedure and is done directly after documentation of the patient’s treatment. Documenting patient treatment is the fourth step in the end of day procedures. Posting of financial transactions is done before documentation of patient treatments.

DIF: Recall REF: p. 260 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties

6. Which of the following is not included in the billing statement? a. The date of service b. Emergency contact information c. Patient identification d. A list of transactions ANS: B

Emergency contact information is not included on a billing statement. The date of service, patient identification, and a list of transactions are included in the billing statement.

DIF: Recall REF: p. 262 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 7. What is the purpose of a routing slip? a. To inform the front desk where the patient record is located when it has been

removed from the file b. To provide the back office staff with information as to which treatment rooms are being used c. To communicate treatment information between the treatment area and the business office d. To inform the office manager when insurance claims have been sent to an insurance provider ANS: C

The purpose of the routing slip is to communicate treatment information between the treatment area and the business office. Out-guides inform the front desk where the patient record is located when it has been removed from the file. The daily schedule provides the staff with information on which treatment rooms are being used. Processed superbills document for the office manager when insurance claims have been sent to an insurance provider.

DIF: Recall REF: p. 266 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 8. Which of the following is an example of an adjustment that will raise the patient’s balance? a. A returned check b. Disallowed insurance charge c. Professional courtesies d. Uncollectible fees ANS: A

A returned check requires an adjustment to be made that will raise the patient’s balance.

Disallowed insurance charge is an example of an adjustment that reduces a patient’s balance.

Professional courtesies are adjustments that reduce a patient’s balance. Uncollectible fees are adjustments that reduce the patient’s balance.

DIF: Recall REF: p. 260 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties

9. What is the purpose of production reports? a. Categorize the monies that patients and insurance companies owe the dental

practice. b. Identify what types of procedures have been performed and by whom. c. Help to determine the financial health of the dental practice. d. Identify the cost it takes to operate a business.

ANS: B

The purpose of a production report is to identify what types of procedures have been performed and by whom. Accounts receivable reports categorize the monies that patients and insurance companies owe the dental practice. A financial report helps to determine the financial health of the dental practice. Profit and loss statements identify the cost it takes to operate a business.

DIF: Recall REF: p. 263 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 10. A(n) _______ system calculates the amount of money owed to the dental practice by

accounting for charges and payments. a. accounts payable b. accounts receivable c. pegboard d. bookkeeping ANS: B

Accounts receivable is the system that records all financial transactions between the dental practice and the patient. Accounts payable is the system that records the money that the dental practice owes others. Accounts receivable, on the other hand, records the money that is owed to the dental practice. The pegboard system is a manual bookkeeping system. Bookkeeping is a method of recording all financial transactions.

DIF: Recall REF: p. 269 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 11. Bookkeeping is the responsibility of the _______. a. administrative dental assistant b. dentist c. accountant d. office manager ANS: A

Bookkeeping is a method of recording all financial transactions and is the responsibility of the administrative dental assistant.

DIF: Recall REF: p. 270 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 12. The administrative dental assistant should pull patients’ clinical records, confirm

appointments, and prepare the daily schedule _______.

a. b. c. d.

a week in advance for the next day’s appointments before patients arrive as patients arrive

ANS: B

Appointments should be confirmed, clinical records should be pulled, and the daily schedule should be prepared a day in advance.

DIF: Recall REF: p. 258 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 13. Superbills are regularly used as routing slips. Routing slips must be kept from the sight of all

unauthorized personnel. a. The first statement is true; the second statement is false. b. The first statement is false; the second statement is true. c. Both statements are true. d. Both statements are false.

ANS: C

Both statements are true: Routing slips (frequently as superbills) contain PHI and must be restricted to authorized personnel alone.

DIF: Recall REF: p. 258 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 14. When transactions are posted in a computerized accounting system, the information is stored

in the patient’s database and is used to generate: a. the patient’s ledger. b. the patient’s billing statement. c. the insurance claim. d. All are correct.

ANS: D

Once posted in a computerized accounting system, transactions are used as information to generate the patient’s ledger and billing statement and the insurance claim.

DIF: Recall REF: pp. 263, 270 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 15. In a computerized system, which of the following will alert other members of the team that

the patient has arrived? a. Change the patient’s status in the electronic scheduler to ―in the office.‖ b. Ask the patient to update his or her health history at the computer kiosk. c. Use the light intercom to announce the patient’s arrival. d. Queue the system to process the insurance claim.

ANS: A

By changing the patient’s status in the electronic scheduler to ―in the office,‖ other members of the team are alerted that patient has arrived, usually through a color change in the scheduler. Other team members are not alerted to the patient’s presence, by the patient’s updating his or her health history at the computer kiosk. An intercom system is used in a conjunction with a manual, not computerized, system. Queuing the system to process the insurance claim occurs when a patient checks out, not in.

DIF: Recall REF: p. 263 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 16. Which of the following should be retained in order to complete an audit report when a

one-write system is used? a. The NCR deposit slip b. The receipt c. The charge slip d. The patient’s ledger card ANS: C

The charge slip can be used as the routing slip but should be kept in order to complete the audit report when a one-write system is used.

DIF: Recall REF: p. 263 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 17. A/an _______ is created when a patient pays for treatment in advance. a. account balance b. balance adjustment c. service charge d. credit balance ANS: D

A credit balance occurs if a payment is larger than the balance due. This can happen when a patient pays in advance.

DIF: Recall REF: p. 265 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 18. Why is an audit report necessary? a. It is used to report business, income, and payroll taxes. b. It identifies mistakes so they can be corrected. c. It protects the employer against embezzlement. d. It identifies mistakes so they can be corrected and it protects the employer against

embezzlement.

ANS: D

The audit report safeguards the employer against embezzlement and identifies errors so they can be corrected. A financial report is used to report business, income, and payroll taxes.

DIF: Recall

REF: p. 263

OBJ: 4

TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 19. Money that remains unpaid in overdue accounts _______. a. depreciates b. appreciates c. stagnates d. None are correct.

ANS: A

Unless the dental office charges interest, money tied up in overdue accounts loses value (depreciates) daily. The money in overdue accounts does not appreciate (gain value), rather it depreciates (loses value). Money left in overdue accounts depreciates (loses value).

DIF: Recall REF: p. 269 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 20. Which of the following reports are used to determine the cost of operating the dental practice? a. Financial reports b. Accounts receivable reports c. Profit and loss statements d. Aging reports ANS: C

Overhead is determined through profit and loss statements. Financial reports speak to the financial health or the practice; accounts receivable reports indicate how much money is owed to the practice by patients; and aging reports indicate the length of time patients have owed the monies.

DIF: Comprehension REF: p. 270 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 21. Entering or transferring treatment information and associated fees into an accounting system

accomplishes is which of the following? a. Preparing a financial report b. Posting a transaction c. Preparing an accounts receivable report d. Aging the account ANS: B

Entering or transferring treatment information and associated fees into an accounting system accomplishes posting transactions.

DIF: Recall REF: p. 270 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 22. The responsibility at the end of the day to account for all patients seen during that day belongs

to which of the following dental personnel? a. The business manager

b. The dentist c. The administrative assistant d. The receptionist ANS: C

At the end of the day, it is the responsibility of the administrative dental assistant to account for all patients seen during the day.

DIF: Recall REF: p. 270 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 23. NSF signifies which of the following? a. A stop payment check b. A credit card default c. A bounced check d. All are correct.

ANS: C

NSF stands for nonsufficient funds. NSF checks are not honored by the bank and returned to the depositor and the amount deducted from the deposit.

DIF: Recall REF: p. 263 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 24. The report used to determine the financial health of the practice is which of the following? a. Accounts receivable b. Production c. Financial d. Aging ANS: C

Financial reports are used to determine the financial health of a dental practice. Production reports identify what type of procedures have been performed and by whom. Accountants use them to report business, income, and payroll taxes. Accounts receivable reports categorize the monies patients and insurance companies owe the dental practice. Aging the accounts receivable reports shows how much of the money that is owed is 30, 60, 90, or 120 days past due.

DIF: Recall REF: p. 264 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 25. Of the following, which procedures should be performed after all transaction for the day have

been posted to the system? a. Print reports b. Generate the daysheet report c. Complete banking procedures d. All are correct.

ANS: D

The following should be performed after all of the transactions for the day have been posted to the system: generate the daysheet report, print any reports that are normally run on a daily or weekly basis, such as reports by provider, procedure, insurance, recall, etc., and complete banking procedures: print deposit slip, prepare deposit, and deliver to the bank.

DIF: Recall REF: p. 269 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties SHORT ANSWER 1. _______ are used to identify different financial and patient trends.

ANS:

Reports DIF: Recall REF: p. 271 OBJ: 4 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties MATCHING

Match each task with the time frame in which it should be completed. a. Day Before b. Day of Appointment c. End of Day 1.

2.

3.

4.

5.

6.

7.

8.

9.

10.

Review charts with office staff (mini-staff meeting) Process payments Balance daysheet Check on laboratory work that is due Fill the schedule, if needed, from the call list Prepare a daily schedule.

Complete insurance processing.

Pull and review patient’s charts.

Produce routing slips.

Account for all transactions (audit report).

1. ANS: B DIF: Recall REF: pp. 263, 270 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 2. ANS: B DIF: Recall REF: p. 270 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 3. ANS: C DIF: Recall REF: p. 270 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 4. ANS: B DIF: Recall REF: p. 270 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties

5. ANS: A DIF: Recall REF: p. 270 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 6. ANS: A DIF: Recall REF: p. 270 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 7. ANS: C DIF: Recall REF: p. 270 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 8. ANS: A DIF: Recall REF: p. 270 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 9. ANS: B DIF: Recall REF: p. 270 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties 10. ANS: C DIF: Recall REF: p. 270 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties TRUE/FALSE 1. Cash from a deposit can be used to quickly and easily replenish the petty cash fund.

ANS: F

The deposit total will not match the amount of money collected for the day if cash is taken from a deposit.

DIF: Recall REF: p. 270 OBJ: 3 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, B. Administrative Duties

Chapter 18: Employment Strategies Gaylor: The Administrative Dental Assistant, 6th Edition MULTIPLE CHOICE 1. You are considering working in a small dental practice. Which of the following is an

advantage of a small practice? a. Networking b. Cross-training in business office and clinical skills c. Increased opportunity for advancement d. Greater number of choices in benefits package ANS: B

One of the advantages of working in a small office is that cross-training in business office and clinical skills may be available. Networking is an advantage of working in a larger dental office. Increased opportunity for advancement is an advantage of working in a larger office.

Greater availability of benefits package choices is an advantage of working in a larger dental office.

DIF: Recall

REF: p. 273

OBJ: 1

TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, Administrative Duties 2. Which of the following are characteristics of a good cover letter? a. Cover letters are personalized and are addressed to a specific individual. b. Cover letters express an interest in working with a specific employer or company. c. Cover letters should convey enthusiasm and commitment. d. All are correct.

ANS: D

Cover letters are personalized and are addressed to a specific individual. They express an interest in working with a specific employer or company. They should convey enthusiasm and commitment.

DIF: Recall REF: p. 280 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, Administrative Duties 3. What is the most important tool of the job application process? a. The cover letter b. Letters of recommendation c. The job application d. The resume ANS: D

The most important tool of the job search process is the resume. The cover letter serves as an introduction to the resume but cannot replace a well-done resume. Letters of recommendation are not crucial; many times, an employer will want to contact your references directly. The job application may be required but is usually a standard form that does not often allow room to express additional skills or interests.

DIF: Recall REF: p. 275 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, Administrative Duties 4. When writing an objective on your resume, you should include all the following, except: a. the job you want. b. your expected salary range. c. what skills or abilities you have. d. for whom you would like to work.

ANS: B

The most important tool of the job search process is the resume. Do not put salary expectations in the objectives on your resume or ask questions about salary until the job has been offered.

DIF: Recall REF: pp. 275, 284 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, Administrative Duties 5. What is the primary purpose of the cover letter? a. Replaces a resume.

b. Replaces a job application. c. Introduces you to a prospective employer. d. Provides information about you to an employment agency.

ANS: C

A cover letter is designed to introduce you to a prospective employer. Although some employment agencies may request additional supplemental information about candidates, cover letters are used primarily when one is applying directly to an employer. The cover letter accompanies the resume and provides a brief overview, but it does not replace the resume.

Many employers require a job application even when a cover letter and resume are submitted.

DIF: Recall REF: p. 280 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, Administrative Duties 6. Which of the following are good safety precautions to consider before posting your resume

online? a. Preserve your personal identity. b. Use specific names of companies in your work history. c. Disguise your true identity by using a cute alias pseudo-name. d. Maintain your phone number so prospective employers can reach you.

ANS: A

Prior to posting your resume, you must take precautions to protect yourself and preserve your personal identity. Do not use names of companies in your work history. Use a name that is general in nature and reflects the ―professional‖ you. Cute e-mail addresses are fine for your friends, but they will not impress a prospective employer. Remove your standard contact information, including your phone number.

DIF: Recall REF: p. 280 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, Administrative Duties 7. Your instructor has suggested that you include work samples in your personal career portfolio.

Of the following, which would you include? a. A recent performance review b. Samples of professional letters you have written c. Certifications you have earned d. Records of published articles ANS: B

Samples of professional letters you have written may be included in your portfolio as work samples. A recent performance review may be included in a portfolio, but it is not considered a work sample. Certifications may be included in a portfolio but are not considered a work sample. Published articles are a great bonus in a portfolio but may not necessarily constitute a work sample if an employer is focused on administrative skills.

DIF: Recall REF: p. 283 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, Administrative Duties

8. You are preparing for an interview. Which of the following would be the most appropriate

attire for the interview? a. Dress slacks, white shirt, dark socks and shoes for male; pantsuit with closed-toed shoes for female b. Clean, pressed scrubs for male and female or school uniform c. Black suit for male and female (skirt and black hosiery for female) d. Blue or gray suit with dress shirt and tie, dark socks and shoes for male; suit with conservative blouse, closed-toed shoes, and flesh-colored hosiery for female ANS: D

The most appropriate attire for an interview is a blue or gray suit with dress shirt and tie, dark socks and shoes for male; suit with conservative blouse, closed-toed shoes, and flesh-colored hosiery for female. A male candidate should always include a necktie, even if a suit jacket is not worn. It is preferable for a female to wear a skirted suit rather than a pantsuit. Even though scrubs or uniform may be worn on the job, business attire is more appropriate for the interview. Blue or gray suits are preferred over black, and females should wear flesh-colored hosiery.

DIF: Recall REF: p. 284 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, Administrative Duties 9. When accepting a job offer, the decision should be based on all the following, except: a. salary and benefits. b. identity of your direct supervisor. c. work schedule. d. vacation schedule.

ANS: B

Unless you are already acquainted with the direct supervisor and believe your existing relationship could impair your ability to perform the job offered to you, the identity of your direct supervisor should not be the basis for accepting or declining a job. Salary and benefits, work schedule, and vacation schedule should always be considered when one is deciding about a job offer.

DIF: Recall REF: p. 284 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, Administrative Duties 10. At the end of a first interview, the prospective employer asks whether you have any questions.

From those listed, which would be an appropriate question in a first interview? a. ―What is the salary for this position?‖ b. ―Do you reimburse for additional education?‖ c. ―Which computer software program is used in the office?‖ d. ―How much overtime would I be expected to work?‖ ANS: C

―Which computer software program is used in the office?‖ is an appropriate question that one can ask at the end of the interview, as it tells the interviewer that you are interested in specific aspects of the job. Questions about salary might give the interviewer the impression that you are interested only in payment—not in the specifics of the job.

Questions about educational reimbursement could make the interviewer suspicious of your priorities and/or intentions. Asking about overtime might cause the interviewer to assume that you are not dedicated to the job.

DIF: Recall REF: p. 283 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, Administrative Duties 11. When you have decided to leave a job, what is the most appropriate way to inform your

employer? a. Send an e-mail to your immediate supervisor stating your last day of work. b. Tell your co-workers that you are planning on leaving. c. Personally tell your supervisor and follow up with a letter of resignation. d. Leave a letter on your supervisor’s desk on your last day.

ANS: C

The most appropriate way to inform your employer that you will be leaving your job would be to personally tell your supervisor and follow up with a letter of resignation. It is customary to provide at least a 2-week notice of resignation. Resignation requires a formal letter and should not be sent via e-mail. Discussing your resignation with co-workers before informing your supervisor could create gossip, which is inappropriate in the workplace.

DIF: Recall REF: p. 284 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, Administrative Duties 12. Career opportunities for administrative dental assistants could include which of the following? a. A consultant in a management and consulting firm b. An educator c. A salesperson d. All are correct.

ANS: D

Career opportunities for administrative dental assistants could include becoming a consultant in a management and consulting firm, a dental assistant educator, or a salesperson for dental software or dental products.

DIF: Recall REF: p. 285 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, Administrative Duties 13. An advantage of becoming a dental assistant educator may include which of the following? a. Sharing of knowledge and experience with others b. No additional educational requirements are necessary c. Promoting the development of computer skills d. Work setting is within a university facility ANS: A

Working as a dental assisting educator is a rewarding career choice because it enables you to share with others the knowledge and experience you have acquired in the dental profession.

Qualifications and credentials vary according to educational system and state requirements.

Additional requirements may include a bachelor’s degree and graduation from an accredited dental assisting program. Although computer skills and technology advances are important for all dental assistants, being an educator does not necessarily promote the development of these skills. Settings in which dental assisting educators are used include high school programs, community colleges, adult education programs, and proprietary schools.

DIF: Recall REF: p. 274 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, Administrative Duties 14. What is a significant advantage of using a master application form? a. All gathered documents are required when you are hired. b. Aids in the completion of applications quickly and efficiently. c. It is for the employer’s benefit. d. It introduces the resume to the employer.

ANS: B

You will be able to complete applications and answer questions quickly and efficiently. Not all information will be used on every application, but by gathering this information and recording it on a master form, you will be able to complete applications and answer questions quickly and efficiently. A master application is a form that organizes information that will be used to complete applications and employment records. It is of benefit to the potential employee. It aids in the preparation of a strong resume.

DIF: Recall REF: p. 274 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, Administrative Duties 15. What is the employer’s first step in screening potential employees? a. Speaking with dental assisting educators b. Asking for recommendations from colleagues c. Judging first appearances d. Reviewing the resume ANS: D

Employers use resumes as the first step in the screening process.

DIF: Recall REF: p. 275 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, Administrative Duties 16. Which of the following elements is necessary for a well-written resume? a. Background generalities b. Clear and concise writing c. The inclusion of very specific and minute details d. The listing of only work experiences and skills directly related to dental assisting ANS: B

It may not be necessary to list all information if the objective is clear and concise and can be supported by information you list in the body of the resume. Be careful not to be too general.

Give specific information that focuses on the needs of the dental practice, as well as your own, but it may not be necessary to list all information. List unpaid or volunteer positions.

Employers are looking not just for hard skills but for attainment of soft skills.

DIF: Recall REF: p. 275 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, Administrative Duties 17. When writing the highlights of your qualifications, what type of sentence structure should you

use? a. Use lots of descriptive adjectives. b. Begin sentences with the pronoun ―I.‖ c. Begin sentence with an action verb. d. Use sentence fragments instead of complete sentences.

ANS: C

The highlights of qualifications are written with action verbs that describe your relevant skills, experiences, credentials, and accomplishments.

DIF: Recall REF: p. 275 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, Administrative Duties 18. What set of personal qualities, habits, attitudes, and social skills are needed for successful job

performance? a. Hybrid skills b. Technical skills c. Hard skills d. Soft skills ANS: D

Soft skills are personal qualities, habits, attitudes, and social skills needed for successful job performance. Technical skills are considered hard skills. Hard skills are skills and experiences that are specific to a task or job.

DIF: Recall REF: p. 279 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, Administrative Duties 19. What type of resume arranges information in order of occurrence, with the most recent

information presented first? a. Chronological resume b. Functional resume c. Hybrid resume d. Typical resume ANS: A

Chronological resumes arrange information in order of occurrence, with the most recent information presented first.

DIF: Recall REF: p. 279 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, Administrative Duties 20. What type of resume places skills and abilities first, according to importance, regardless of the

time of occurrence? a. Chronological resume b. Functional resume c. Hybrid resume d. Typical resume ANS: B

Functional resumes place skills and abilities first, according to importance, regardless of the time of occurrence.

DIF: Recall REF: p. 280 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, Administrative Duties 21. For the dental assistant who wants to use multiple skills, both clinical and clerical, the best

environment to explore would be which of the following? a. A large private practice b. A small private practice c. An insurance company d. Consulting firm ANS: B

A small private practice with one or two dentists and a hygienist can offer an assistant the opportunity to use multiple skills. Larger dental practices, or corporate practices with several locations, need assistants who have specialized skills. Insurance companies and consulting firms use trained administrative dental assistants for a variety of jobs, but they are not clinical.

DIF: Recall REF: p. 273 OBJ: 1 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, Administrative Duties 22. A resume that combines the best features of other resume is referred to as which of the

following? a. Online resume b. Hybrid resume c. Chronological resume d. Functional ANS: B

Hybrid resumes combine the best features of chronological and functional resumes; information is rearranged, and the focus is only on information that is relevant to the current job objective. The hybrid resume begins with a job objective that is followed by highlights of qualifications, relevant skills and experiences, chronological work history, and a listing of relevant education and training. Online resumes are posted on websites for prospective employers to review.

DIF: Recall

REF: p. 280

OBJ: 2

TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, Administrative Duties 23. The color thought to be believable, and is recommended to be worn to an interview, is which

of the following? a. Black b. Grey c. Beige or white d. Blue ANS: D

Blue is thought to be a believable color; gray is authoritative.

DIF: Recall REF: p. 284 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, Administrative Duties 24. An online job placement service asks for payment upfront but will wait until you have the job

before you have to pay a fee. a. Both statements are true. b. Both statements are false. c. The first statement is true; the second statement is false. d. The first statement is false; the second statement is true.

ANS: B

Both statements are false: A job placement website will not charge you a fee to post your resume; they generate revenue by selling to employers access to their resume database.

DIF: Recall REF: p. 280 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, Administrative Duties 25. Of the following, which are referred to as a soft skill? a. Strong work ethic b. Excellent chairside assisting c. Time management d. Problem solver ANS: B

Soft skills are a set of personal qualities, habits, attitudes, and social skills that are needed for successful job performance. Excellent chairside assisting would be considered a hard skill, that is, skills and experience necessary to perform a task on the job.

DIF: Recall REF: p. 279 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, Administrative Duties MATCHING

Match each of the following terms with the definition that most closely defines it. a. Portfolio b. Professional organization

c. d. e. f. g. h. i. j.

Job search log Networking Temporary agencies Soft skill Hard skill Reference letter Performance documentation Work sample

Positively written comments regarding the quality of your work Tolerant A collection of documents that support your professional career Used to help you organize, plan, and follow through with employment leads Skilled in the use of computer applications Written by people who know you personally and are willing to speak on your behalf American Dental Assistants Association (ADAA) Places applicants in positions for a specified length of time Actual samples or pictures of completed work with a written statement that tells about the sample 10. An informal job placement service in which you contact other dental professionals and let them know that you are seeking employment 1.

2.

3.

4.

5.

6.

7.

8.

9.

1. ANS: I DIF: Recall REF: p. 283 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, Administrative Duties 2. ANS: F DIF: Recall REF: p. 282 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, Administrative Duties 3. ANS: A DIF: Recall REF: p. 282 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, Administrative Duties 4. ANS: C DIF: Recall REF: p. 282 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, Administrative Duties 5. ANS: G DIF: Recall REF: p. 279 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, Administrative Duties 6. ANS: H DIF: Recall REF: p. 283 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, Administrative Duties 7. ANS: B DIF: Recall REF: p. 281 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, Administrative Duties 8. ANS: E DIF: Recall REF: p. 281 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, Administrative Duties 9. ANS: J DIF: Recall REF: p. 283 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, Administrative Duties 10. ANS: D DIF: Recall REF: p. 280 OBJ: 2

TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, Administrative Duties TRUE/FALSE 1. The interview process consists of three parts: preparing for the interview, responding to

questions during the interview, and the optional follow up with a thank you note or letter.

ANS: F

The interview process consists of three parts: preparing for the interview, responding to questions during the interview, and following up with a thank you note or letter. The thank you note or letter is not considered to be optional.

DIF: Recall REF: p. 285 OBJ: 2 TOP: CDA, General Chairside, II. Patient Management and Administrative Duties, Administrative Duties