Dental Office Administration
Exam Answer Key
Course Introduction
Dental Office Administration introduces students to the managerial and administrative responsibilities required to efficiently operate a dental practice. The course covers essential topics such as patient scheduling, record management, billing and insurance claims processing, regulatory compliance, and effective communication within the dental team and with patients. Students will learn about dental terminology, electronic health record systems, financial recordkeeping, and the ethical and legal aspects of dental office operations. Emphasis is placed on developing organizational skills, professionalism, and the ability to provide exceptional customer service in a dental healthcare setting.
Recommended Textbook Practice Management for the Dental Team 7th Edition by
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18 Chapters
332 Verified Questions
332 Flashcards
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Page 2
Betty Ladley Finkbeiner
Chapter 1: The Business of Dentistry
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17 Verified Questions
17 Flashcards
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Sample Questions
Q1) Blame culture
A)Teams formed to solve problem
B)Authoritarian leadership
C)Feedback does not exist in this environment.
D)Cross-departmental communication to achieve goals
E)Fear and distrust exist in this environment.
Answer: E
Q2) All of the following are characteristics of successful risk taking except:
A) trusting your abilities.
B) overcoming fear of mistakes.
C) going it alone.
D) being open-minded.
Answer: C
Q3) Successful dentists do not take risks with their dental practice. Remaining status quo will result in success.
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.
Answer: D
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Chapter 2: Dental Team Management
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13 Verified Questions
13 Flashcards
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Sample Questions
Q1) The dentist must give the authority to the administrative assistant so that individual can manage the dental office effectively.
A)True
B)False
Answer: True
Q2) An experienced administrative assistant should not need additional training.
A)True
B)False
Answer: False
Q3) Which of the following questions may be asked during an interview with a prospective employee?
A) "Where were you born?"
B) "Do you have any handicaps?"
C) "Do you own a home?"
D) "What was your absentee record at your previous place of employment?"
Answer: D
Q4) Conflict rarely exists in the dental office environment.
A)True
B)False
Answer: False
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Chapter 3: Patient Management
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15 Verified Questions
15 Flashcards
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Sample Questions
Q1) It is recommended that dental office staff use terms that create a positive environment.
A)True
B)False
Answer: True
Q2) Which of the following is an example of internal marketing?
A) Follow-up calls
B) Lectures
C) Directories
D) Media advertising
Answer: A
Q3) The lowest level of Maslow's hierarchy of needs is:
A) self-actualization.
B) security.
C) social.
D) physiologic.
Answer: D
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Page 5
Chapter 4: Legal and Ethical Issues in the Dental Business
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32 Verified Questions
32 Flashcards
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Sample Questions
Q1) Law can be divided into two classifications-civil and criminal.
A)True
B)False
Q2) The act of doing something that a reasonably prudent person would not do or not doing something that a reasonably prudent person would do is:
A) fraud.
B) abandonment.
C) negligence.
D) defamation of character.
Q3) The area that defines moral judgment is:
A) civil law.
B) criminal law.
C) common law.
D) ethics.
Q4) If found guilty of a criminal complaint, the defendant is only required to pay for damages.
A)True
B)False
Page 6
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Chapter 5: Technology in the Business Office
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23 Verified Questions
23 Flashcards
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Sample Questions
Q1) The administrative assistant is responsible for input and output of computer operations.
A)True
B)False
Q2) Digital cameras are not used in the dental office because the photographs need to be developed and put in the patient's record.
A)True
B)False
Q3) With the use of digital technology, radiographs can be transferred to a dental specialist's office in a matter of minutes.
A)True
B)False
Q4) Portable storage devices are known as:
A) jump drives.
B) flash drives.
C) hard drives.
D) either a or b.
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Chapter 6: Office Design and Equipment Placement
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13 Verified Questions
13 Flashcards
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Sample Questions
Q1) Most dental offices prefer to use couches in the reception room because it makes the room seem more comfortable and it is easier to talk to people.
A)True
B)False
Q2) Which of the following agencies or acts affects the physical design of the dental office?
A) American Dental Association
B) Environmental Protection Agency
C) Americans with Disabilities Act of 1990
D) Federal Architectural Agency
Q3) Which organization requires employers to provide a hazard-free work environment?
A) American Dental Association (ADA)
B) Environmental Protection Agency (EPA)
C) Occupational Safety and Health Administration (OSHA)
D) Dental Assistant National Board (DANB)
Q4) Work zones within the work triangle are designed for different tasks to be completed without collisions.
A)True B)False
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Chapter 7: Working With Dental Office Documents
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27 Verified Questions
27 Flashcards
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Sample Questions
Q1) HIPAA applies only to clinical records that are transmitted electronically, not financial records.
A)True
B)False
Q2) On which form would you find the information about the patient's insurance coverage?
A) Dental health history form
B) Medical health history form
C) Consent form
D) Registration form
Q3) Which of the following tooth numbering systems uses a bracket to indicate a quadrant in the mouth?
A) Universal
B) Palmer
C) FDI
Q4) There are ___ quadrants and ___ segments in the oral cavity.
A) 2; 4
B) 4; 6
C) 6; 6
D) 10; 5
Page 9
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Chapter 8: Storage of Business Records
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12 Verified Questions
12 Flashcards
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Sample Questions
Q1) Which of the following dental supply companies would be filed first in alphabetical order, and which company would be filed last?
1) Davis and Davis Laboratory
2) Quick Copy
3) Apex Dental Supplies
4) Albert D. Apple Laboratory
5) QT Surgical Supply
6) Community Pharmacy
A) 3 and 2
B) 3 and 5
C) 4 and 2
D) 4 and 5
Q2) ___ is the way to determine under which name an item needs to be filed.
A) Inspecting
B) Indexing
C) Coding
D) Sorting
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Chapter 9: Written Communications
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24 Flashcards
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Sample Questions
Q1) Which classification of mail includes items such as books and miscellaneous material weighing less than 16 ounces?
A) First-class mail
B) Second-class mail
C) Third-class mail
D) Standard class mail
Q2) When writing a letter that includes a tooth number, it is important to include the tooth name because a variety of numbering systems are used.
A)True
B)False
Q3) The reference initials JSL:bf appear on a letter. The bf indicates the:
A) keyer's initials.
B) writer's initials.
C) initials of the person receiving the letter.
Q4) To obtain an unknown ZIP code, you can go to which of the following web sites?
A) HYPERLINK "http://www.usps.com" ?http://www.usps.com
B) HYPERLINK "http://www.ups.com" ?http://www.ups.com
C) HYPERLINK "http://abc.go.com" ?http://abc.go.com
D) HYPERLINK "http://www.irs.gov" ?http://www.irs.gov
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Chapter 10: Telecommunications
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16 Verified Questions
16 Flashcards
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Sample Questions
Q1) A stand-alone answering machine has the capability to send messages to various locations.
A)True
B)False
Q2) A hands-free telephone allows the administrative assistant to save time while multitasking.
A)True
B)False
Q3) A transmission machine that scans a document and transmits an image of a document over a standard telephone line is a:
A) pager
B) scanner
C) facsimile (FAX) machine
D) cellular phone
Q4) The percentage of patients who enter a dental practice by telephone is approximately:
A) 50%.
B) 75%.
C) 80%.
D) 90%.
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Chapter 11: Appointment Management Systems
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11 Verified Questions
11 Flashcards
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Sample Questions
Q1) Which time of day is considered most appropriate when treating young children?
A) Just prior to nap time
B) Immediately following nap time
C) Early morning
D) Late in the day
Q2) When a patient calls the office and wants to see the dentist immediately due to a dental emergency, what should you do?
A) Schedule the appointment for the same day
B) Schedule the appointment during a buffer period.
C) Ask the patient questions to determine the severity of the emergency.
D) Both b and c.
Q3) In reference to appointment management, prime time refers to:
A) the time during which the dentist performs the most expensive type of treatment.
B) the time most frequently requested by patients.
C) the first 2 hours of the daily schedule.
D) midday appointment times.
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Chapter 12: Recall Systems
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7 Verified Questions
7 Flashcards
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Sample Questions
Q1) Which of the following statements is not true about a recall system?
A) It is the lifeline of the dental practice.
B) It is used solely for preventive recall.
C) It can be used for follow-up endodontic treatment.
D) It can be used to determine a child's eruption pattern.
Q2) The dental office staff must inform the patient he will be removed from the system if he has not been in the office for a period of years.
A)True
B)False
Q3) Disadvantages of using a telephone recare system include all except which of the following?
A) May not get an answer
B) May disturb the person called
C) May be a practice builder
D) Administrative assistant may be responsible for this system
Q4) A recall system involves only making appointments for teeth cleaning.
A)True
B)False
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Chapter 13: Inventory Systems and Supply Ordering
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16 Verified Questions
16 Flashcards
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Sample Questions
Q1) Which of the following factors aid in determining the amount of a dental supply to order at one time?
A) Rate of use
B) Shelf life
C) Amount of capital outlay
D) Amount of storage
E) All of the above
Q2) Which of the following items should appear on a capital equipment inventory record?
A) Date of purchase
B) Manufacturer
C) Serial number
D) Warranty dates
E) All of the above
Q3) An MSDS should contain all of the following information except:
A) health hazard data.
B) spill/leak procedures.
C) cost of item.
D) special safety precautions.
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Page 15
Chapter 14: Dental Insurance
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18 Verified Questions
18 Flashcards
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Sample Questions
Q1) A denture and a crown are categorized as the same type of treatment in the ADA Code on Dental Procedures and Nomenclature.
A)True
B)False
Q2) Dental claim forms that are submitted electronically must follow guidelines set by:
A) the CDC.
B) HIPAA.
C) the ADA.
D) DANB.
Q3) Dental claims are only submitted on paper.
A)True
B)False
Q4) What codes and terms are published under the jurisdiction of the American Dental Association and are used for dental insurance?
A) COD
B) CDT
C) USPS
D) OSHA
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Page 16
Chapter 15: Financial Systems: Accounts Receivable
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12 Verified Questions
12 Flashcards
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Sample Questions
Q1) ___ should be maintained separately from the patient's clinical record.
A) Insurance information
B) Financial records
C) Consent forms
D) All of the above
Q2) Identify theft does not happen in the dental office.
A)True
B)False
Q3) When writing a collection letter, you should avoid:
A) stating the amount owed.
B) stating the date by which you expect payment.
C) making statements on which you cannot follow through.
D) asking for the money owed within a specified time.
Q4) Accounts receivable refers to all financial accounts that the dentist owes.
A)True B)False
Q5) The collection process should have four stages: reminder, inquiry/discussion, urgency, and ultimatum.
A)True
B)False
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Chapter 16: Other Financial Systems
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30 Verified Questions
30 Flashcards
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Sample Questions
Q1) The employer has responsibilities for withholding, depositing, paying, and reporting federal income tax.
A)True
B)False
Q2) Checks can be signed by the administrative assistant if this person's name is on a signature card required by the bank. In all cases, a power of attorney form must also be completed.
A) The first statement is true and the second statement is false.
B) The first statement is false and the second statement is true.
C) Both statements are true.
D) Both statements are false.
Q3) An employer must keep all records pertaining to employment taxes available for inspection by the IRS. These records may be discarded after the federal income tax has been filed for that year.
A) The first statement is true and the second statement is false.
B) The first statement is false and the second statement is true.
C) Both statements are true.
D) Both statements are false.
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Chapter 17: Infection Control Systems
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31 Verified Questions
31 Flashcards
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Sample Questions
Q1) The administrative assistant will never come in contact with saliva or oral fluids.
A)True
B)False
Q2) Reusing gloves after washing them increases the risk of disease transmission.
A)True
B)False
Q3) When the administrative assistant prepares a package of hazardous infectious waste for disposal, which of the following should be considered?
A) All infectious waste destined for disposal should be placed in closable, leak-proof containers or bags that are color-coded or labeled appropriately.
B) Infectious waste should be burned in a local incinerator.
C) Only the clinical assistant should manage the removal of infectious waste.
Q4) Which of the following is not a regulatory record that needs to be retained?
A) Exposure determination form
B) Employee training records
C) Employee medical records
D) Informed refusal for hepatitis B vaccine
E) FUTA
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Chapter 18: Planning and Managing Your Career Path
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14 Verified Questions
14 Flashcards
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Sample Questions
Q1) When accepting a job, you should:
A) assume that the employer pays a fair and equitable salary and not ask.
B) tell the employer that you expect a big raise in 30 days.
C) know what the beginning salary is, how salary increases are obtained, and when salary increases are awarded.
Q2) Which of the following is not an action verb to be used in a letter of application?
A) Communicated
B) Contributed
C) Performed
D) Streamlined
E) Nice
Q3) When writing a letter of application, the letter should be as "I" oriented as possible. The resume should list activities in reverse chronologic order.
A) The first statement is true and the second statement is false.
B) The first statement is false and the second statement is true.
C) Both statements are true.
D) Both statements are false.
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