TEST BANK for Practice Management for the Dental Team 9th Edition by Betty Finkbeiner, Charles Finkb by ACADEMIAMILL

Practice Management for the Dental Team 9th Edition Finkbeiner Test Bank Chapter 01: The Dental Team in the Business of Dentistry Finkbeiner: Practice Management for the Dental Team, 9th Edition MULTIPLE CHOICE 1. A dental management company is defined as: a. the process of providing quality care for the patient. b. an outside agency designed to affiliate itself with a group of professionals to

manage the business component of a dental practice. c. a healthcare profession concerned with the care of the teeth and surrounding

tissues. d. an enterprise in which one is engaged to achieve a livelihood. ANS: B

A dental management company is an outside agency designed to affiliate itself with a group of professionals to manage the business component of a dental practice. The process of providing quality care for the patient is the definition of service. A healthcare profession concerned with the care of the teeth and surrounding tissues is the definition of dentistry. The enterprise in which one is engaged to achieve a livelihood is the definition of business. DIF: Recall OBJ: 1

REF: Key Terms, p. 1 | Types of Dental Practices, p. 7 TOP: CDA, GC, II. Patient Management and Administrative Duties

2. A CDT is a certified: a. dental assistant. b. dental laboratory technician. N R N c. community dental health coUordS inator. d. chairside dental assistant. ANS: B

A CDT is a dental laboratory technician (DT) who has passed a national certification exam to become a certified dental technician (CDT). A dental assistant (DA) is a person in the dental office who provides service in the practice other than the dentist. A community dental health coordinator (CDHC) is an individual trained to provide basic preventive care and patient education and to help those patients with unmet dental care needs to access dental services. The chairside dental assistant is the person who assists the dentist at chairside during patient treatment. DIF: Recall REF: Members of the Dental Team, p. 4 OBJ: 3 TOP: CDA, GC, II. Patient Management and Administrative Duties 3. The is commonly the leader of the dental office. a. dentist b. dental assistant c. dental hygienist d. administrative assistant ANS: A

The dentist is commonly the leader in a dental practice. The dental assistant may have management responsibilities but is not commonly a leader of the dental office. The dental hygienist may have management responsibilities but is not commonly a leader of the dental office. The administrative assistant may have management responsibilities but is not commonly a leader of the dental office. DIF: Comprehension REF: Dentistry as a Business, p. 6 OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties 4. A group of dentists may practice with the assistance of a dental management company which

handles the business aspects of the practice. A group practice may be formed with an outside company that manages both the business and clinical aspects of the practice. a. Both the statements are true. b. Both the statements are false. c. The first statement is true, and the second is false. d. The first statement is false, and the second is true. ANS: A

A group practice may be formed by more than one dentist either via a legal agreement with each other and managed by themselves, or it may be formed with a dental management company that manages the business aspect of the practice. In this case, the clinical portion of the group is governed by the dentists themselves. It is also possible for a group practice to be managed by an outside company that controls both the business and clinical components of the practice. DIF: Comprehension REF: Types of Dental Practices, p. 7 OBJ: 6 TOP: CDA, GC, II. Patient Management and Administrative Duties 5. Expanded practice and independent practice for dental hygienists have come about in part due

to access-to-care issues. Federal regulations govern the scope and limit the practice settings. a. Both statements are true. b. Both statements are false. c. The first statement is false; the second statement is true. d. The first statement is true; the second statement is false. ANS: D

The first statement is true; the second statement is false. Expanded practice and independent practice for dental hygienists have come about in part due to access-to-care issues. However, State, not Federal regulations govern the scope and limit the practice settings for dental hygienists. DIF: Comprehension REF: Types of Dental Hygiene Practices, p. 9 OBJ: 7 TOP: CDA, GC, II. Patient Management and Administrative Duties 6. All of the following are objectives in the healthcare role of dentistry except one.

Which one is the exception? a. Promote prevention. b. Exhibit a willingness to share knowledge. c. Operate efficiently. d. Emulate the highest standards of patient-centered care. ANS: C

Operate efficiently is the exception. To operate efficiently is a business criteria. Objectives in the healthcare role of dentistry include: promote prevention, exhibit a willingness to share knowledge, and emulate the highest standards of patient-centered care. DIF: Comprehension REF: Intro, p. 2 OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties 7. Service is a result of clinical and cognitive skills. Service is a system of accommodating or

providing assistance to another person. a. Both statements are true. b. Both statements are false. c. The first statement is false; the second statement is true. d. The first statement is true; the second statement is false. ANS: C

The first statement is false; the second statement is true. Service is not a result of clinical and cognitive skills but rather of attitudinal skills that evolve into a commitment to the welfare of others. DIF: Comprehension REF: Dentistry as a Service Profession, p. 6 OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties 8. Certified Dental Assistant (CDA) is granted by: a. American Dental Association. b. American Dental Assisting Association. c. Dental Assisting National Board. d. Dental Assisting Certification Association. ANS: C

The Dental Assisting National Board offers exams and grants certification for dental assistants. The American Dental and the American Dental Assisting Associations are professional organizations which do not provide the CDA certification. There is no entity named Dental Assisting Certification Association. DIF: Comprehension REF: Members of the Dental Team, p. 3 OBJ: 3 TOP: CDA, GC, II. Patient Management and Administrative Duties 9. The first step in opening a dental or dental hygiene practice is to develop a business plan. A

business plan describes the type of practice to be developed, goals for the practice, a description of the planned patient base, and includes financial plans. a. Both statements are true. b. Both statements are false. c. The first statement is false; the second statement is true. d. The first statement is true; the second statement is false. ANS: A

Both statements are true. Before a dental or dental hygiene practice can be developed, a business plan needs to be developed. A business plan describes the type of practice to be developed, goals for the practice, a description of the planned patient base, and includes financial plans. DIF: Recall

REF: How to Start a Practice, p. 9

OBJ: 8

TOP: CDA, GC, II. Patient Management and Administrative Duties 10. The Doctor of Dental Surgery (DDS) degree is the same degree as an Oral and Maxillofacial

Surgery degree. The Doctor of Dental Medicine (DMD) is a degree granted to a dentist upon graduation from a university dental school. a. Both statements are true. b. Both statements are false. c. The first statement is false; the second statement is true. d. The first statement is true; the second statement is false. ANS: C

The first statement is false; the second statement is true. The DDS and DMD are essentially the same degrees and are granted to dentists upon graduation from university dental schools. An Oral and Maxillofacial Surgery degree is a dental specialty requiring education beyond a DDS or DMD degree. DIF: Comprehension REF: General Dentistry, p. 7 | Specialties of Dentistry, p. 8 OBJ: 6 TOP: CDA, GC, II. Patient Management and Administrative Duties 11. The specialty of dentistry that includes the diagnosis, prevention, interception, and correction

of all forms of a malocclusion and of neuromuscular and skeletal abnormalities of the developing or mature orofacial structures is referred to as: a. endodontics. b. orthodontics and dentofacial orthopedics. c. periodontics. d. prosthodontics. ANS: B

Orthodontics and dentofacial orthopedics is the dental specialty that includes the diagnosis, prevention, interception, and correction of all forms of malocclusion and of neuromuscular and skeletal abnormalities of the developing or mature orofacial structures. Endodontics is the specialty concerned with the morphology, physiology, and pathology of the dental pulp and its associated tissues. Periodontics is the specialty of dentistry that encompasses the prevention, diagnosis, and treatment of diseases of the supporting and surrounding tissues of the teeth or their replacements and the maintenance of the health, function, and esthetics of these structures and tissues. Prosthodontics is the dental specialty that involves the diagnosis, treatment planning, rehabilitation, and maintenance of the oral function, comfort, appearance, and health of patients with conditions associated with missing or deficient teeth or other oral and maxillofacial tissues. DIF: Recall REF: Specialties of Dentistry, p. 8 OBJ: 6 TOP: CDA, GC, II. Patient Management and Administrative Duties 12. The specialty of dentistry that includes the prevention, diagnosis, and treatment of diseases of

the supporting and surrounding tissues of the teeth or their replacements and the maintenance of the health, function, and esthetics of these structures and tissues is referred to as: a. endodontics. b. orthodontics and dentofacial orthopedics. c. periodontics. d. prosthodontics.

ANS: C

Periodontics is the specialty of dentistry that encompasses the prevention, diagnosis, and treatment of diseases of the supporting and surrounding tissues of the teeth or their replacements and the maintenance of the health, function, and esthetics of these structures and tissues. Endodontics is the specialty concerned with the morphology, physiology, and pathology of the dental pulp and its associated tissues. Orthodontics and dentofacial orthopedics is the dental specialty that includes the diagnosis, prevention, interception, and correction of all forms of malocclusion and of neuromuscular and skeletal abnormalities of the developing or mature orofacial structures. Prosthodontics is the dental specialty that involves the diagnosis, treatment planning, rehabilitation, and maintenance of the oral function, comfort, appearance, and health of patients with conditions associated with missing or deficient teeth or other oral and maxillofacial tissues. DIF: Recall REF: Specialties of Dentistry, p. 8 OBJ: 6 TOP: CDA, GC, II. Patient Management and Administrative Duties 13. The specialty of dentistry includes the diagnosis, treatment planning, rehabilitation, and

maintenance of the oral function, comfort, appearance, and health of patients with conditions associated with missing or deficient teeth or other oral and maxillofacial tissues is referred to as: a. endodontics. b. orthodontics and dentofacial orthopedics. c. periodontics. d. prosthodontics. ANS: D

Prosthodontics is the dental sN pec ialty the diagnosis, treatment planning, UR SItha NGt in TBvo.lvCesOM rehabilitation, and maintenance of the oral function, comfort, appearance, and health of patients with conditions associated with missing or deficient teeth or other oral and maxillofacial tissues. Endodontics is the specialty concerned with the morphology, physiology, and pathology of the dental pulp and its associated tissues. Orthodontics and dentofacial orthopedics is the dental specialty that includes the diagnosis, prevention, interception, and correction of all forms of malocclusion and of neuromuscular and skeletal abnormalities of the developing or mature orofacial structures. Periodontics is the specialty of dentistry that encompasses the prevention, diagnosis, and treatment of diseases of the supporting and surrounding tissues of the teeth or their replacements and the maintenance of the health, function, and esthetics of these structures and tissues. DIF: Recall REF: Specialties of Dentistry, pp. 8-9 OBJ: 6 TOP: CDA, GC, II. Patient Management and Administrative Duties 14. The specialty of dentistry that provides both primary and comprehensive preventive and

therapeutic oral healthcare for children from infancy through adolescence and also includes the care of patients with special healthcare needs beyond the age of adolescence is referred to as: a. oral and maxillofacial radiology. b. pediatric dentistry. c. periodontics. d. orthodontics.

ANS: B

Pediatric dentistry is the dental specialty that provides both primary and comprehensive preventive and therapeutic oral healthcare for children from infancy through adolescence and also includes the care of patients with special healthcare needs beyond the age of adolescence. Oral and maxillofacial radiology is the specialty concerned with the production and interpretation of images and data produced by all forms of radiant energy used for the diagnosis and management of diseases, disorders, and conditions of the oral cavity and the maxillofacial region. Periodontics is the specialty of dentistry that encompasses the prevention, diagnosis, and treatment of diseases of the supporting and surrounding tissues of the teeth or their replacements and the maintenance of the health, function, and esthetics of these structures and tissues. Orthodontics and dentofacial orthopedics is the dental specialty that includes the diagnosis, prevention, interception, and correction of all forms of malocclusion and of neuromuscular and skeletal abnormalities of the developing or mature orofacial structures. DIF: Recall REF: Specialties of Dentistry, p. 8 OBJ: 6 TOP: CDA, GC, II. Patient Management and Administrative Duties 15. The specialty of dentistry that concerned with the production and interpretation of images and

data produced by all forms of radiant energy used for the diagnosis and management of diseases, disorders, and conditions of the oral cavity and the maxillofacial region is referred to as: a. oral and maxillofacial radiology. b. pediatric dentistry. c. periodontics. d. orthodontics. ANS: A

Oral and maxillofacial radiology is the specialty concerned with the production and interpretation of images and data produced by all forms of radiant energy used for the diagnosis and management of diseases, disorders, and conditions of the oral cavity and the maxillofacial region. Pediatric dentistry is the dental specialty that provides both primary and comprehensive preventive and therapeutic oral healthcare for children from infancy through adolescence and also includes the care of patients with special healthcare needs beyond the age of adolescence. Periodontics is the specialty of dentistry that encompasses the prevention, diagnosis, and treatment of diseases of the supporting and surrounding tissues of the teeth or their replacements and the maintenance of the health, function, and esthetics of these structures and tissues. Orthodontics and dentofacial orthopedics is the dental specialty that includes the diagnosis, prevention, interception, and correction of all forms of malocclusion and of neuromuscular and skeletal abnormalities of the developing or mature orofacial structures. DIF: Recall REF: Specialties of Dentistry, p. 8 OBJ: 6 TOP: CDA, GC, II. Patient Management and Administrative Duties TRUE/FALSE 1. The traditional education of the dentist has placed great emphasis on developing the practice

management skills of the dentist.

ANS: F

The traditional education of the dentist has placed great emphasis on developing a highly competent diagnostician and clinician but has often left a noticeable void in the area of practice management. DIF: Recall REF: Dentistry as a Business, p. 6 OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties 2. Financial activities should take place in the clinical area of the dental office. ANS: F

The business office should assume its rightful name because all business activities of the practice take place there, including financial transactions, patient and staff communication, appointment management, recall, inventory, insurance management, and records maintenance. DIF: Comprehension REF: Dentistry as a Business, p. 6 OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties 3. Patients rate service as the most important thing they can receive. ANS: T

Dental treatment may be the objective for a patient; however, the dental staff must be constantly aware that when patients come to the office to seek treatment, they are seeking the most important product, service. Patients remain with a dental practice only if they are satisfied with the services rendered. DIF: Comprehension REF: Dentistry as a Service Profession, p. 6 NAU,RGSCI CaOnM OBJ: 5 TOP: CD , IN I. G PaT tieBn. tM agement and Administrative Duties 4. Licensed Dental Assistant (LDA) is a credential granted to a dental assistant by DANB after

the successful completing of the educational requirements needed to perform additional clinical duties in a dental office. ANS: F

The Licensed Dental Assistant (LDA) is a credential granted to a dental assistant by a specific state after the successful completing of the educational requirements needed to perform additional clinical duties in a dental office. DANB offers testing and credentialing for the National Certified Dental Assisting Certifications. DIF: Recall REF: Dental Assistant, p. 3 OBJ: 3 TOP: CDA, GC, II. Patient Management and Administrative Duties 5. The Registered Dental Hygienist in Alternative Practice (RDHAP) is a licensed registered

dental hygienist with specialized training that holds a specific license in CA to allow him or her to practice in settings outside of the traditional dental office without the supervision of a dentist. ANS: T

The RDHAP—Registered Dental Hygienist in Alternative Practice—is a licensed registered dental hygienist with specialized training that holds a specific license in CA to allow him or her to practice in settings outside of the traditional dental office without the supervision of a dentist. DIF: Recall OBJ: 7

REF: Key Terms, p. 1 | Types of Dental Hygiene Practices, p. 9 TOP: CDA, GC, II. Patient Management and Administrative Duties

6. Before officially opening for business, the independent dental hygienist needs to find a

credible insurance agent to assist in obtaining needed liability insurance. ANS: T

Prior to opening the doors for business, the practitioner needs to obtain liability insurance. At this point, the new practitioner needs to find a trusted insurance agent who will explain the types of insurance necessary for the practice. DIF: Comprehension REF: How to Start a Practice, p. 10 OBJ: 8 TOP: CDA, GC, II. Patient Management and Administrative Duties 7. The Community Dental Health Coordinator (CDHC) is restricted to practice in specific areas

of the United States. ANS: T

CDHC—Community Dental Health Coordinator—is an individual trained to provide basic preventive care and patient education and to help those patients with unmet dental care needs to access dental services. These specialists only practice in certain areas of the United States.

NeUrgRinSgIWNoG CoOdM DIF: Recall REF: Em rkT foB rc. eM els, p. 5 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties 8. Independent Dental hygienists in the United States cannot establish their own stand-alone

practice without a collaboration agreement and/or supervision of a dentist. ANS: F

Commonly these independent practitioners must still work under a collaborative management agreement and/or supervision of a dentist. In some states, the dental hygienist is able to work without the supervision of the dentist and, in fact, can establish their own stand-alone dental hygiene practice. DIF: Recall OBJ: 7

REF: Types of Dental Hygiene Practices, p. 9 TOP: CDA, GC, II. Patient Management and Administrative Duties

9. As a business, the dental practice must maintain financial independence. ANS: T

As a business, an enterprise in which one is engaged to achieve a livelihood, the dental practice must meet several criteria, including to maintain financial independence. DIF: Recall REF: Intro, p. 2 OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties

10. Listening to the patient’s concerns is an activity that promotes service. ANS: T

Patients seek care but consider service as most important. Taking time to listen to the patient’s concerns is an activity that promotes service. DIF: Comprehension REF: Dentistry as a Service Profession, Box 1.1, p. 7 OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties

Chapter 02: Dental Team Management Finkbeiner: Practice Management for the Dental Team, 9th Edition MULTIPLE CHOICE 1. The five Rs of management are: a. rally, recognition, rapport, responsibility, and refuse. b. reading, responsibility, recognition, respect, and rapport. c. responsibility, respect, rapport, recognition, and remuneration. d. reaffirmation, remuneration, reflection, rapport, and recognition. ANS: C

Successful management can be attributed to responsibility, respect, rapport, recognition, and remuneration. Reading is not attributed to successful management. Rally and refuse are not attributed to successful management. Reaffirmation and reflection are not attributed to successful management. DIF: Recall OBJ: 9

REF: The “Five Rs” of Management, pp. 20-21 TOP: CDA, GC, II. Patient Management and Administrative Duties

2. When resolving a staff conflict, a manager should: a. document discussions and activities. b. seek to identify the underlying issues. c. listen impartially. d. avoid delay of discussions. e. all of the options ANS: E

All of the options. When resolving a staff conflict, making time available as soon as possible to discuss the problem, listening patiently to all the issues while keeping an open mind, determine the real issue, and maintaining a record are all important regardless of the nature of the complaint. DIF: Comprehension REF: Managing Conflict, p. 26 OBJ: 15 TOP: CDA, GC, II. Patient Management and Administrative Duties 3. Which topic can be discussed during an interview with a prospective employee? a. Marital status b. Spouse’s income c. Child care arrangements d. Interest in continuing education courses ANS: D

Interest in continuing education courses is correct. Discussing this topic during an interview gathers information pertinent to the job for which the person is applying but is nondiscriminatory. Discussing marital status, spouse’s income, or child care arrangements during an interview gathers information that is not pertinent to the job for which the person is applying and is discriminatory. DIF: Comprehension REF: Conducting an Interview, Box 2.13, p. 37 OBJ: 19 TOP: CDA, GC, II. Patient Management and Administrative Duties

4. Which question may be asked during an interview with a prospective employee? a. “Do you own a home?” b. “Where were you born?” c. “What are your strengths?” d. “Do you have any handicaps?” ANS: C

“What are your strengths?” is correct. Asking this question during an interview gathers information pertinent to the job the person is applying for but is nondiscriminatory. Asking “Do you own a home?” “Where were you born?” or “Do you have you any handicaps?” gathers information that is not pertinent to the job the person is applying for and is discriminatory. DIF: Comprehension REF: Conducting an Interview, Box 2.12, p. 37 OBJ: 19 TOP: CDA, GC, II. Patient Management and Administrative Duties 5. Which topic should be avoided during an interview with a prospective employee? a. Career objectives b. Age of the applicant c. Availability to work overtime d. Interest in working at a satellite office site ANS: B

Age of the applicant is correct. This topic could be considered discriminatory against the applicant and should not be discussed during a job interview. Career objectives, availability to work overtime, and interest in working at a satellite office are topics that are not discriminatory against the apN plU icR anSt I anN dG caTnBb. eC diO scM ussed during a job interview. DIF: Comprehension REF: Conducting an Interview, Box 2.12, p. 37 | Conducting an Interview, Box 2.13, p. 37 OBJ: 19 TOP: CDA, GC, II. Patient Management and Administrative Duties 6. Which is not a rule to be considered for interviewing a prospective employee? a. Know how you will use the information to make a decision. b. Obtain every piece of information about the person that is possible. c. Ask only for information that you intend to use in the hiring decision. d. Recognize that it is difficult to defend seeking information that you will not use. ANS: B

Obtain every piece of information about the person that is possible is not a rule to be considered for interviewing prospective employees. Only information that will be used in making hiring decisions and that is nondiscriminatory should be obtained. DIF: Recall OBJ: 19

REF: Conducting an Interview, Box 2.11, p. 36 TOP: CDA, GC, II. Patient Management and Administrative Duties

7. Which would be a solution to eliminating wasted time? a. Prepare a “to-do” list and use it. b. Schedule meetings with staff more often. c. Agree to do as much as humanly possible. d. Leave some work incomplete so you will always be busy.

ANS: A

Prepare a “to-do” list and use it is a solution to eliminating wasted time. A “to-do” list uses efficient time management techniques. Scheduling meetings with staff more often is not associated with eliminating wasted time. Agreeing to do as much as humanly possible creates stress and is not a solution to eliminating wasted time. Leaving some work incomplete so you will always be busy is deceptive and does not eliminate wasted time. DIF: Recall REF: Learning to Use Time Efficiently, Box 2.8, p. 28 | Maintaining Daily Schedules, pp. 27-28 OBJ: 17 TOP: CDA, GC, II. Patient Management and Administrative Duties 8. Which skill involves the ability to understand individuals and communicate effectively? a. Technical b. Conceptual c. Administrative d. Human relations ANS: D

Human relations skills aid you in understanding people and allow you to interact with them effectively. Technical skills include understanding and being able to supervise effectively the specific processes, practices, and techniques required of specific jobs in the business office. Conceptual skills involve the ability to acquire, analyze, and interpret information in a logical manner. Administrative skills help you to use all of the other skills effectively in performing administrative functions. DIF: Comprehension REF: Basic Skills of an Administrative Assistant, p. 22 OBJ: 10 TOP: CD A, GC , II. Patie tM and Administrative Duties N R I G Bn. Canagement M

U S N T

9. Time management involves all of the following except: a. planning ahead. b. giving in to interruptions. c. delegating work to others. d. following through with a task. ANS: B

Giving in to interruptions is not a component of time management but instead wastes time. Planning ahead is a component of time management. Delegating work to others is a component of time management. Following through with a task is a component of time management. DIF: Comprehension REF: Learning to Use Time Efficiently, p. 27 OBJ: 17 TOP: CDA, GC, II. Patient Management and Administrative Duties 10. Which is defined as a broad statement of the basic concepts about patient care, business

management, auxiliary utilization, health and safety, and continuing education for the dental practice? a. A mission statement b. The procedural policies c. A practice philosophy d. The staff recognition program

ANS: C

A practice philosophy is a broad statement of the basic concepts about patient care, business management, auxiliary utilization, health and safety, and continuing education for the practice. A mission statement speaks to the way the practice is to be managed and the role of the staff and the patients. Procedural policies are specific tasks for all of the common office procedures. A staff recognition program sets out specific guidelines for hiring staff, selecting benefits, and establishing a salary scale that reflects productivity and cost-of-living increases. DIF: Recall OBJ: 2

REF: Establishing Practice Goals and Objectives, p. 13 TOP: CDA, GC, II. Patient Management and Administrative Duties

11. All of the following statements are advantages of hiring an educated administrative assistant

except one. Which one is the exception? a. Practices proper infection control procedures. b. Is able to explain treatment procedures to a patient. c. Can talk patients into accepting treatment they may not need. d. Understands appointment sequencing for various dental procedures. ANS: C

Talking patients into accepting treatment they may not need is unethical. Practicing proper infection control, being able to explain treatment procedures to patients, and understanding appointment sequencing for various dental procedures are some of the advantages of hiring an educated administrative assistant. DIF: Comprehension REF: Advantages of Hiring a Skilled Administrative Assistant, Box 2.7, p. 27 OBJ: 16 TOP: CDA, GC, II. Patient Management and Administrative Duties 12. An effective leader can empower the employees/staff by: a. providing them with access to information that will help them increase their

productivity and effectiveness. b. allowing them to take on more responsibility, including assigning them all legal

tasks delegated to them by the State. c. giving staff members a voice in decision making. d. all of the options e. none of the options ANS: D

Empowerment can be defined as “putting power where it is needed.” An effective leader can empower the staff by taking actions such as providing employees with access to information that will help them increase their productivity and effectiveness; allowing staff members to take on more responsibility, including assigning them all legal tasks delegated to them in a given state; and, giving staff members a voice in decision making. DIF: Recall REF: Empower Others, p. 14 OBJ: 13 TOP: CDA, GC, II. Patient Management and Administrative Duties 13. An administrative assistant who demonstrates assertiveness is considered effective because he

she accomplishes tasks in an aggressive manner. a. Both the statement and the reason are CORRECT and related. b. Both the statement and the reason are correct but NOT related.

c. The statement is correct, but the reason is NOT. d. The statement is NOT correct, but the reason is CORRECT. e. NEITHER the statement nor the reason is CORRECT. ANS: C

The statement is correct, but the reason is NOT. Being assertive does not mean the same thing as being aggressive. An assertive person is bold and enterprising in a nonhostile manner. An administrative assistant is often called on to assume new responsibilities, and he or she must take the initiative to get the job done. DIF: Comprehension REF: Personal Characteristics of an Effective Leader, p. 15 | Assertiveness, p. 16 OBJ: 10 TOP: CDA, GC, II. Patient Management and Administrative Duties 14. An administrative assistant who believes that he or she can do a job well is considered

competent because he or she has self-confidence. a. Both the statement and the reason are CORRECT and related. b. Both the statement and the reason are correct but NOT related. c. The statement is correct, but the reason is NOT. d. The statement is NOT correct, but the reason is CORRECT. e. NEITHER the statement nor the reason is CORRECT. ANS: E

NEITHER the statement nor the reason is CORRECT. Competence refers to the ability of an individual to do a job properly. An individual who believes that he or she can do a job well has self-confidence. A person may be competent but lack the self-confidence needed to take on the responsibilities and challenges of the job. DIF: Comprehension REF: Personal Characteristics of an Effective Leader, p. 15 | Self-confidence, Competence, p. 15 OBJ: 10 TOP: CDA, GC, II. Patient Management and Administrative Duties 15. An administrative assistant who is sincere and straightforward exhibits genuineness. Patients

feel comfortable with a genuinely caring administrative assistant. a. Both the statements are true. b. Both the statements are false. c. The first statement is true, and the second is false. d. The first statement is false, and the second is true. ANS: A

Both the statements are true. A person who is genuine is sincere and straightforward. This is important when dealing with people in a healthcare profession. Patients feel comfortable with a genuinely caring administrative assistant, and they are also more likely to open up and share their innermost feelings with this type of person. DIF: Comprehension REF: Personal Characteristics of an Effective Leader, p. 15 | Genuineness, p.15 OBJ: 10 TOP: CDA, GC, II. Patient Management and Administrative Duties TRUE/FALSE

1. The failure to promote good manners between staff members can be reflected in reduced

office productivity. ANS: T

Poor relationships between staff members relate directly to productivity. DIF: Comprehension REF: Business Office Etiquette, p. 19 OBJ: 7 TOP: CDA, GC, II. Patient Management and Administrative Duties 2. The dentist must give the authority to the administrative assistant so the individual can

manage the dental office effectively. ANS: T

It is essential that the dentist give this authority to the administrative assistant. Without this authority, the administrative assistant cannot manage effectively. DIF: Recall OBJ: 10

REF: Functions of an Administrative Assistant, p. 21 TOP: CDA, GC, II. Patient Management and Administrative Duties

3. Conflict rarely exists in the dental office environment. ANS: F

Conflict will arise whenever two or more people work together. DIF: Comprehension REF: Managing Conflict, p. 26 OBJ: 15 TOP: CDA, GC, II. Patient Management and Administrative Duties 4. An experienced administrativNe asRsistI ant G shoB ul. dC not M need additional training.

U S N T

ANS: F

Additional training beyond the educational experiences already achieved may be necessary for even an experienced administrative assistant. DIF: Comprehension REF: New Employee Training, p. 37 OBJ: 19 TOP: CDA, GC, II. Patient Management and Administrative Duties 5. The dental hygienist is the person whose primary responsibility involves business activities of

the dental office. ANS: F

The administrative assistant is the person whose primary responsibility involves business activities of the dental office. DIF: Recall OBJ: 8

REF: The Shifting Role of the Administrative Assistant, p. 20 TOP: CDA, GC, II. Patient Management and Administrative Duties

6. The office procedural manual should be written solely by the dentist because it is his or her

practice. ANS: F

Although the manual should be written under the direction of the dentist, each member of the team should contribute equally in the development of the manual to provide a total team effort. DIF: Recall OBJ: 18

REF: Designing a Procedural Manual, p. 28 TOP: CDA, GC, II. Patient Management and Administrative Duties

7. The leadership-enriched culture is an ideal culture to promote in a dental practice. ANS: T

In a leadership-enriched culture, people view the organization as an extension of themselves. They feel good about what they personally achieve through the organization, and this promotes exceptional cooperation. Individual goals are aligned with the goals of the practice, and people do what it takes to make things happen. DIF: Recall REF: Organizational Culture, p. 18 OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties 8. Transmission of information from one department to another is called downward

communication. ANS: F

Horizontal communication is the transmission of information from one department to another. Downward communication is exemplified when a dentist issues an order or mandate that is disseminated to the staff member at the next level. DIF: Recall OBJ: 12

REF: Channels of Communication, pp. 23-24

NAU,RGSCI CaOnM TOP: CD , IN I. G PaT tieBn. tM agement and Administrative Duties

9. An employer cannot legally refuse to hire a prospective employee with AIDS unless it could

be established that the prospective employee would endanger the health and safety of others. ANS: T

An employer who refuses to hire someone with AIDS violates federal and state disability discrimination laws. Protection under Title VII of the 1964 Civil Rights Act has been extended to disabled persons, including those infected with the AIDS virus or who have tested positive for the HIV virus. DIF: Recall REF: Pre-employment Testing, p. 36 OBJ: 19 TOP: CDA, GC, II. Patient Management and Administrative Duties 10. Periodic employee evaluations assist in identifying strengths and weaknesses for employees

and if mistakes are being made that require a remediation plan. ANS: T

Periodic evaluations should be performed to enable the employee to know if they are performing well and if not, in what areas they need to improve. If an employee is making mistakes, they need to know this so they can correct their performance and target dates for improvement should be indicated. DIF: Comprehension

REF: Evaluating an Employee’s Performance, p. 38

OBJ: 20

TOP: CDA, GC, II. Patient Management and Administrative Duties

11. A disciplinary process is helpful for mediation but not important for the termination

procedures. ANS: F

It is important that a disciplinary process is in place and that the employee has had an opportunity to improve their skills based on written evaluations. Basic steps should be followed and documented including verbal warning, written warning, and finally, if necessary, termination. DIF: Comprehension REF: Terminating an Employee, p. 38 OBJ: 20 TOP: CDA, GC, II. Patient Management and Administrative Duties

Chapter 03: Patient Management Finkbeiner: Practice Management for the Dental Team, 9th Edition MULTIPLE CHOICE 1. The highest level of Maslow’s hierarchy of needs is: a. social. b. security. c. physiological. d. self-actualization. ANS: D

Self-actualization is the fifth and highest level. It is at this level where a person is motivated by the need to grow. Social is the third level. It is at this level that a person has a need to interact with others in relationships. Security is the second level. This is the level where a person feels safe and free from danger, threats, and other deprivation. Physiological is the first level. It is at this level that bodily needs are satisfied. DIF: Comprehension REF: Maslow’s Hierarchy of Needs, p. 41 OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties 2. Which statement should be avoided during communication with a patient? a. “This won’t hurt.” b. “The dentist is with a patient.” c. “We will need about an hour.” d. “You are making a wise investment.” B.C M ANS: A

N R I G U S N T

“This won’t hurt” is a statement that should be avoided because it suggests there is a possibility a dental procedure will “hurt.” “The dentist is with a patient” creates a positive image in language the patient will understand. “We will need about an hour” is informative and courteous of the patient’s time and is presented in language the patient will understand. “You are making a wise investment” is a positive statement in language the patient will understand. DIF: Recall REF: Improving Verbal Images, p. 46 OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties 3. Which is an example of internal marketing? a. Lectures b. Directories c. Follow-up calls d. Media advertising ANS: C

A follow-up call is an example of internal marketing. Internal marketing is carried out within the office to retain patients. A lecture, a directory, and media advertising are examples of external marketing. External marketing is carried out to determine and attract prospective patients.

DIF: Recall OBJ: 11

REF: Internal Marketing, Fig. 3.15, p. 53 TOP: CDA, GC, II. Patient Management and Administrative Duties

4. The most important person in the dental office is the: a. patient. b. dentist. c. dental assistant. d. dental hygienist. ANS: A

The most important person in the dental office is the patient. Every effort in the dental office is directed toward patient care and comfort. The dentist, dental assistant, and dental hygienist are members of the dental team, but every effort is directed toward patient care and comfort. DIF: Recall REF: Intro, p. 40 | The Patient, p. 46 OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties 5. A patient in the reception room is clenching the arms of the chair. You notice this and respond

by doing which of the following? a. Offer her a cup of coffee. b. Offer her some antidepressants. c. Tell her that it will not be long until the dentist will see her. d. Sit beside her, ask if she is okay, and try to make her comfortable. ANS: D

Sit beside her, ask if she is okay, and try to make her comfortable. This action displays sincere interest in satisfying the patient’s needs. Offering her a cup of coffee is considerate but does address the patient’s nervousNgesR tures. Offering her some antidepressants is not only U SINGTB.COM inappropriate, but also only the dentist can dispense prescription medication. Telling her that it will not be long until the dentist will see her is informative but does address the patient’s nervous gestures. DIF: Comprehension REF: Recognizing Nonverbal Cues, pp. 44-45 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties 6. The lowest level of Maslow’s hierarchy of needs is: a. social. b. security. c. physiological. d. self-actualization. ANS: C

Physiological is the first and lowest level. It is at this level that bodily needs are satisfied. Social is the third level. It is at this level a person has a need to interact with others in relationships. Security is the second level. This is the level where a person feels safe and free from danger, threats, and other deprivation. Self-actualization is the fifth and highest level. It is at this level where people are motivated by the need to grow. DIF: Comprehension REF: Maslow’s Hierarchy of Needs, pp. 40-41 OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties 7. Which term best describes concentrating on an issue separate from the task at hand?

a. b. c. d.

Presuming Perception Prejudging Preoccupation

ANS: D

Preoccupation occurs when something holds a person’s attention or preoccupies the mind. Presuming occurs when a person has or shows excessive self-confidence. Perception is awareness, comprehension, or an understanding of something. Prejudging is forming an opinion before having enough understanding or knowledge. DIF: Comprehension REF: Common Obstacles, pp. 43-44 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties 8. Of Maslow’s identified needs, which one identifies best with one’s reputation, recognition,

and self-satisfaction? a. Esteem b. Social and love c. Physiological d. Self-actualization ANS: A

Esteem is the fourth level. At this level, a person is concerned with self-esteem, reputation, and recognition. Social is the third level. It is at this level a person has a need to interact with others in relationships. Physiological is the first and lowest level. It is at this level that bodily needs are satisfied. Self-actualization is the fifth and highest level. It is at this level where people are motivated by the need to grow.

NURSINGTB.COM

DIF: Comprehension REF: Maslow’s Hierarchy of Needs, pp. 40-41 OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties 9. Maslow’s theory is based on what motivates people to achieve certain needs, and Rogers’

theory is based on the patient’s own facts, experiences, and feelings. a. Both statements are true. b. Both statements are false. c. The first statement is true, and the second statement is false. d. The first statement is false, and the second statement is true. ANS: A

Both statements are true. Maslow identified five basic levels of needs ranging from basic biological needs to complex social or psychological drives. Rogers’ client-centered therapy assumes that patients know how they feel, what they want, and what their priorities are. DIF: Comprehension REF: Maslow’s Hierarchy of Needs, pp. 40-41 | Rogers’ Client-Centered Therapy, p. 42 OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties 10. Patient rights include all of the following except to: a. be informed of all treatment. b. expect confidentiality of all records. c. be taught how to maintain good oral health. d. cancel dental appointments at a moment’s notice.

ANS: D

Cancelling dental appointments at a moment’s notice is not a patient right. A patient has the right to be informed of all treatment, to expect confidentiality of all records, and to be taught how to maintain good oral health. DIF: Comprehension REF: Patient Rights, Box 3.2, p. 47 OBJ: 6 TOP: CDA, GC, II. Patient Management and Administrative Duties 11. Which of the following is part of an office policy? a. Office hours b. Payment policy c. Infection control policies d. All of the options ANS: D

Office hours, payment policy, and infection control policies would all be included in an office policy. DIF: Recall OBJ: 9

REF: Contents of an Office Policy, pp. 49-50 TOP: CDA, GC, II. Patient Management and Administrative Duties

12. Which type of marketing are newsletters? a. Both internal and external b. Neither internal nor external c. Internal d. External ANS: A

Newsletters may be considered for the internal market by sending them to current patients or for the external market by sending a newsletter to the nearby community addressed to the resident at the given address. DIF: Recall OBJ: 11

REF: Newsletters as Marketing Devices, p. 55 TOP: CDA, GC, II. Patient Management and Administrative Duties

13. Which term describes a form of written communication that identifies the dentist’s philosophy

and policies as well as the responsibilities of the patient and dental staff? a. Marketing b. Office policy c. Patients’ rights d. Hierarchy of needs ANS: B

An office policy is a form of written communication that identifies the dentist’s philosophy and policies and defines the responsibilities of the patient and dental staff. Marketing is a form of advertising, and in dentistry, it is what one does within the office to attract or retain patients. Inherent rights of a patient include being informed of services being performed, the cost, and the consequences of such treatment. Hierarchy of needs is the five basic levels of needs described by Abraham Maslow, which are used to aid in understanding how a person’s needs motivate behavior.

DIF: Recall REF: Office Policy, p. 49 OBJ: 9 TOP: CDA, GC, II. Patient Management and Administrative Duties 14. Which does not add in creating a warm and friendly dental reception area environment? a. A designated children’s play area b. A wide variety of current magazines c. Loud music that drowns out the sound of the dental drill d. Coffee, tea, or other beverage available in the reception area ANS: C

Loud music may be viewed as offensive and may impede communication between the dental staff and patients. A designated children’s play area keeps children occupied and separated from other patients in the reception area. A wide variety of current magazines can keep patients occupied. Coffee, tea, or other beverage available in the reception area shows consideration toward a patient. DIF: Comprehension REF: Reception Room Appeal, pp. 48, 49 OBJ: 8 TOP: CDA, GC, II. Patient Management and Administrative Duties 15. Which question can help determine a patient’s personality orientation toward an external or

internal locus of control? a. “Do you have dental insurance?” b. “Do you prefer a morning or afternoon appointment?” c. “Do you believe that no matter what you do, you will lose your teeth?” d. “Do you have any special needs we need to be aware of before your dental visit?” ANS: C

“Do you believe that no mattN er wRhatIyouGdoB , you wM ill lose your teeth?” examines the degree to U orSherNhealth T .isCcontrolled O which the individual believes his by internal and external factors. The other questions do not examine the degree to which the individual believes his or her health is controlled by internal and external factors. DIF: Comprehension REF: Locus of Control, pp. 42, 43 OBJ: 3 TOP: CDA, GC, II. Patient Management and Administrative Duties 16. The nonverbal gesture most often associated with Touching in the dental office is: a. patient’s hand covering his or her mouth. b. patient with crossed arms and clenched fists. c. patient locking her ankles together and clenching her hands. d. staff member placing an arm around the shoulder of a senior citizen. e. seating a patient to the side of a desk rather than across from a staff member. ANS: D

Gentle touching indicates caring or interest in a patient. A hand on a small child’s shoulder may show concern, or an arm around the shoulder of a senior citizen may provide reassurance. A patient’s hand covering his or her mouth may indicate that he or she wishes to avoid the embarrassment of exposing an unsightly oral condition. A patient or staff member may use a gesture of crossed arms and clenched fists as signals to indicate disagreement or defensiveness. When a patient sits down, locks his or her ankles together, and clenches his or her hands may be expressing fear or anxiety by holding back emotions. Having the patient seated beside the desk instead of on the other side of it during a consultation removes the barrier and authoritative posture of the staff member and allows for an opportunity for more open gestures. DIF: Comprehension REF: Recognizing Nonverbal Cues, p. 44 | Touching, p. 45 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties 17. The nonverbal gesture most often associated with Openness in the dental office is: a. patient’s hand covering his or her mouth. b. patient with crossed arms and clenched fists. c. patient locking her ankles together and clenching her hands. d. staff member placing an arm around the shoulder of a senior citizen. e. seating a patient to the side of a desk rather than across from a staff member. ANS: E

Having the patient seated beside the desk instead of on the other side of it during a consultation removes the barrier and authoritative posture of the staff member and allows for an opportunity for more open gestures. A patient’s hand covering his or her mouth may indicate that he or she wishes to avoid the embarrassment of exposing an unsightly oral N R erImNayGT B.C M condition. A patient or staff meUmbS use a geOsture of crossed arms and clenched fists as signals to indicate disagreement or defensiveness. When a patient sits down, locks his or her ankles together, and clenches his or her hands may be expressing fear or anxiety by holding back emotions. Gentle touching indicates caring or interest in a patient. A hand on a small child’s shoulder may show concern, or an arm around the shoulder of a senior citizen may provide reassurance. DIF: Comprehension REF: Recognizing Nonverbal Cues, p. 44 | Openness, p. 45 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties 18. The nonverbal gesture most often associated with Nervousness in the dental office is: a. patient’s hand covering his or her mouth. b. patient with crossed arms and clenched fists. c. patient locking her ankles together and clenching her hands. d. staff member placing an arm around the shoulder of a senior citizen. e. seating a patient to the side of a desk rather than across from a staff member. ANS: C

When a patient sits down, locks his or her ankles together, and clenches his or her hands may be expressing fear or anxiety by holding back emotions. A patient’s hand covering his or her mouth may indicate that he or she wishes to avoid the embarrassment of exposing an unsightly oral condition. A patient or staff member may use a gesture of crossed arms and clenched fists as signals to indicate disagreement or defensiveness. Gentle touching indicates caring or interest in a patient. A hand on a small child’s shoulder may show concern, or an arm around the shoulder of a senior citizen may provide reassurance. Having the patient seated beside the desk instead of on the other side of it during a consultation removes the barrier and authoritative posture of the staff member and allows for an opportunity for more open gestures. DIF: Recall OBJ: 4

REF: Recognizing Nonverbal Cues, p. 44 | Nervousness, p. 44 TOP: CDA, GC, II. Patient Management and Administrative Duties

19. The nonverbal gesture most often associated with Defensiveness in the dental office is: a. patient’s hand covering his or her mouth. b. patient with crossed arms and clenched fists. c. patient locking her ankles together and clenching her hands. d. staff member placing an arm around the shoulder of a senior citizen. e. seating a patient to the side of a desk rather than across from a staff member. ANS: B

A patient or staff member may use a gesture of crossed arms and clenched fists as signals to indicate disagreement or defensiveness. A patient’s hand covering his or her mouth may indicate that he or she wishes to avoid the embarrassment of exposing an unsightly oral condition. When a patient sits down, locks his or her ankles together, and clenches his or her hands may be expressing fear or anxiety by holding back emotions. Gentle touching indicates N R ndIoNnGaTsmall B.CcOhild’s M shoulder may show concern, or an caring or interest in a patient. AUhaS arm around the shoulder of a senior citizen may provide reassurance. Having the patient seated beside the desk instead of on the other side of it during a consultation removes the barrier and authoritative posture of the staff member and allows for an opportunity for more open gestures. DIF: Recall OBJ: 4

REF: Recognizing Nonverbal Cues, p. 44 | Defensiveness, p. 44 TOP: CDA, GC, II. Patient Management and Administrative Duties

20. The nonverbal gesture most often associated with Embarrassment in the dental office is: a. patient’s hand covering his or her mouth. b. patient with crossed arms and clenched fists. c. patient locking her ankles together and clenching her hands. d. staff member placing an arm around the shoulder of a senior citizen. e. seating a patient to the side of a desk rather than across from a staff member. ANS: A

A patient’s hand covering his or her mouth may indicate that he or she wishes to avoid the embarrassment of exposing an unsightly oral condition. A patient or staff member may use a gesture of crossed arms and clenched fists as signals to indicate disagreement or defensiveness. When a patient sits down, locks his or her ankles together, and clenches his or her hands may be expressing fear or anxiety by holding back emotions. Gentle touching indicates caring or interest in a patient. A hand on a small child’s shoulder may show concern, or an arm around the shoulder of a senior citizen may provide reassurance. Having the patient seated beside the desk instead of on the other side of it during a consultation removes the barrier and authoritative posture of the staff member and allows for an opportunity for more open gestures. DIF: Recall OBJ: 4

REF: Recognizing Nonverbal Cues, p. 44 | Embarrassment, p. 45 TOP: CDA, GC, II. Patient Management and Administrative Duties

TRUE/FALSE 1. It is recommended that dental office staff use terms that create a positive environment. ANS: T

Dental office staff should replace discomforting terms or phrases with words that create a more positive environment. DIF: Recall REF: Improving Verbal Images, p. 46 OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties 2. In the dental office, nonverbal cues are very common. ANS: T

A dental office has many opportunities to use and to receive nonverbal cues. DIF: Comprehension REF: Recognizing Nonverbal Cues, p. 44 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties 3. The dentist is under no obligation to report suspected physical abuse of a dental patient to the

proper authorities. ANS: F

Reports of suspected abuse should be made to the state or county social services office. In most states, failure to report suspected abuse is a misdemeanor. DIF: Recall REF: Recognizing Abuse, p. 47 OBJ: 6 TOP: CDA, GC, II. Patient Management and Administrative Duties 4. Hierarchy of needs is the theory that refers to an individual’s perception about the underlying

main causes of events in his or her life. ANS: F

Locus of control is the theory that refers to an individual’s perception about the underlying main causes of events in his or her life. DIF: Recall

REF: Key Terms, p. 40 | Locus of Control, pp. 42-43 | Maslow’s Hierarchy of Needs, pp. 40-41 OBJ: 3 TOP: CDA, GC, II. Patient Management and Administrative Duties 5. The single most important characteristic in a staff member is an enthusiastic attitude. ANS: T

An employee with an enthusiastic attitude shows up for work every day on time, is willing to help others, maintains a cheery disposition all day, and ensures that patients come first. DIF: Recall REF: Enthusiastic Attitude, pp. 54-55 OBJ: 10 TOP: CDA, GC, II. Patient Management and Administrative Duties

Chapter 04: Legal and Ethical Issues in the Dental Business Office Finkbeiner: Practice Management for the Dental Team, 9th Edition MULTIPLE CHOICE 1. Which group is responsible for establishing rules and regulations that govern the practice of

dentistry within each state? a. State board of dentistry b. American Dental Association c. Dental Assisting National Board d. Commission on Dental Accreditation ANS: A

A state board of dentistry has the power to make rules and regulations that conform to enacted laws, such as the dental practice act. The American Dental Association is a voluntary professional organization. The Dental Assisting National Board provides credentialing for clinical dental assistants, orthodontic assistants, and administrative assistants. The Commission on Dental Accreditation validates that a specific educational program has met a set of standards to address the needs of the profession and the public. DIF: Recall OBJ: 2

REF: Law Relative to Dentistry, p. 59, Fig. 4.1, p. 59 TOP: CDA, GC, II. Patient Management and Administrative Duties

2. 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. negligence. c. abandonment. d. defamation of character. ANS: B

Negligence is an act of omission (neglecting to do something that a reasonably prudent person would do) or commission (doing something that a reasonably prudent person would not do). Fraud is deliberate deception committed to secure unfair or unlawful gain. Abandonment is the severance of a professional relationship with a patient who is still in need of dental care and attention without giving adequate notice to the patient. Defamation of character is communication of false information to a third party about a person that results in injury to that person’s reputation. DIF: Recall OBJ: 4

REF: Overview and Definitions, pp. 60-61 | Negligence, p. 71 TOP: CDA, GC, II. Patient Management and Administrative Duties

3. A dentist moves to another state without informing his or her patients and fails to care for

patients still in need of care and attention. This action is referred to as: a. fraud. b. negligence. c. abandonment. d. assault and battery. ANS: C

Abandonment is the severance of a professional relationship with a patient who is still in need of dental care and attention without giving adequate notice to the patient. Fraud is deliberate deception committed to secure unfair or unlawful gain. Negligence is an act of omission (neglecting to do something that a reasonably prudent person would do) or commission (doing something that a reasonably prudent person would not do). Assault and battery is an internal tort. DIF: Application REF: Abandonment, p. 69 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties 4. You are summoned to provide firsthand knowledge as testimony in a lawsuit against the

dental practice. Who would you be in this case? a. Plaintiff b. Defendant c. Fact witness d. Expert witness ANS: C

A fact witness, when placed under oath, must provide only firsthand knowledge and not hearsay. Fact witness testimony consists of the recitation of facts or events. This is different from the role of an expert witness in a trial. An expert witness is called to testify and explain what happened based on the patient’s record and offers an opinion as to whether the administered dental care met acceptable standards. A plaintiff is the person or party that institutes a lawsuit. The defendant is the person or party that is being sued in a lawsuit. DIF: Application REF: Litigation, p. 60 OBJ: 3 TOP: CDA, GC, II. Patient Management and Administrative Duties 5. A clinical dental assistant is hired in the practice. The dentist indicates that this person is to

place an intracoronal provisional restoration. The person knows how to perform the task but does not yet have the RDA credential required to perform the specific intraoral task. What should you suggest to her when she asks you what she should do? a. Do what the dentist told her to do. b. Perform the task with the self-assurance that she will soon have her credential. c. Inform the dentist that she does not yet have the appropriate credential to perform the task. d. Perform the task now but later tell the dentist that she does not have the appropriate credential. ANS: C

Performing the task is in violation of the State Dental Practice Act. DIF: Application OBJ: 15

REF: Six Steps to Making Ethical Decisions, Box 4.8, p. 75 TOP: CDA, GC, II. Patient Management and Administrative Duties

6. Which action is not an example of a negligent act in a dental office? a. Drug administration errors b. Use of defective equipment c. Failure to obtain informed consent d. Failure to join a professional organization ANS: D

Failure to join a professional organization is not a negligent act. Membership in a professional organization is voluntary. A drug administration error, use of defective equipment is a negligent act, and failure to obtain informed consent are negligent acts. DIF: Recall REF: Intro, p. 58; Box 4.1, p. 61 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties 7. The Good Samaritan Law offers incentives for healthcare providers to provide medical

assistance to injured persons without the fear of potential litigation. The Good Samaritan Law provides protection for a negligent healthcare provider who is being compensated for services. a. Both statements are true. b. Both statements are false. c. The first statement is false; the second statement is true. d. The first statement is true; the second statement is false. ANS: D

The first statement is true; the second statement is false. The Good Samaritan Law allows medical assistance to injured persons without the fear of litigation but does not provide protection for a negligent healthcare provider who is being compensated for services. DIF: Recall REF: Good Samaritan Law, p. 72 OBJ: 12 TOP: CDA, GC, II. Patient Management and Administrative Duties 8. An insurance company requests verification of a patient’s birth date and complete name. A

copy of the patient’s entire record is sent to the company, including a health history that indicates evidence of HIV infection. This action may be considered: a. fraud. b. assault and battery. c. invasion of privacy. d. defamation of character. ANS: C

Invasion of privacy is the publishing, making known, or using information relating to the private life or affairs of a person without that person’s approval or permission. Fraud is deliberate deception committed to secure unfair or unlawful gain. Assault and battery is an internal tort. Defamation of character is the communication of false information to a third party about a person that results in injury to that person’s reputation. DIF: Application REF: Invasion of Privacy, pp. 71-72 OBJ: 12 TOP: CDA, GC, II. Patient Management and Administrative Duties 9. Which is not an element of informed consent? a. Consent must be given freely. b. The patient has a right to ask questions and have them answered. c. The dentist must present a single treatment plan with no alternatives. d. Treatment and diagnosis must be described in clear language. ANS: C

The risks, benefits, and estimates of the success of treatment must be described; the prognosis if no treatment is given and alternative treatment plans must be explained. Consent must be given freely is a criterion of informed consent. The patient has a right to ask questions and have them answered is a criterion of informed consent. Treatment and diagnosis must be described in clear language is a criterion of informed consent. DIF: Comprehension REF: Informed Consent, pp. 65-66 OBJ: 9 TOP: CDA, GC, II. Patient Management and Administrative Duties 10. The dental administrative assistant is the only staff member responsible for risk management.

A webinars is not an acceptable venue to obtain information about risk management. a. Both statements are true. b. Both statements are false. c. The first statement is false; the second statement is true. d. The first statement is true; the second statement is false. ANS: B

Both statements are false. A commitment to risk management applies to all members of the dental team. Online resources or webinars are acceptable formats to educate and inform all dental teams about their ethical and legal obligations. DIF: Comprehension REF: Risk Management Programs, p. 69 OBJ: 10 TOP: CDA, GC, II. Patient Management and Administrative Duties 11. A patient has insurance coverage from July 1 of the last year until June 30 of the current year,

after which the patient no longer receives this benefit. The patient had maximum benefit coverage of $1200. For the year-end to date, the patient used only $450 of the benefit. Toward the end of June, it is determinNeU dR thS atIthNeGpT atB ie. ntC nO eeM ds to have a bridge, but the work cannot be completed before July 1. The patient is informed of the fee for the bridge. The patient insists that because she has more than $700 of unused balance from her insurance, the dentist should change the date of service to ensure insurance coverage. What would the dentist be committing if he or she does this? a. Fraud b. Negligence c. Abandonment d. Breach of contract ANS: A

Fraud is deliberate deception committed to secure unfair or unlawful gain. Negligence is an act of omission (neglecting to do something that a reasonably prudent person would do) or commission (doing something that a reasonably prudent person would not do). Abandonment is the severance of a professional relationship with a patient who is still in need of dental care and attention without giving adequate notice to the patient. Breach of contract is the violation of any of the agreed-upon terms and conditions of a binding contract. DIF: Application REF: Fraud, pp. 70-71 OBJ: 12 TOP: CDA, GC, II. Patient Management and Administrative Duties 12. Software theft is a violation of copyright law and is a crime. The most common activity in a

dental office that would violate computer integrity is software theft, or piracy. a. Both statements are true.

b. Both statements are false. c. The first statement is false; the second statement is true. d. The first statement is true; the second statement is false. ANS: A

Both statements are true. Software theft is a violation of copyright law and is a crime. The most common activity in a dental office that would violate computer integrity is software theft, or piracy. DIF: Recall REF: Computer Security, p. 73 OBJ: 12 TOP: CDA, GC, II. Patient Management and Administrative Duties 13. A consent form may be signed by all of the following except the: a. parent. b. adult patient. c. minor patient. d. legal guardian. ANS: C

Only the parent or guardian of the minor may grant consent. A parent may sign a consent form. An adult patient may sign a consent form. A legal guardian may grant consent. DIF: Recall REF: Informed Consent, p. 66 OBJ: 9 TOP: CDA, GC, II. Patient Management and Administrative Duties 14. Informed consent may be obtained from all of the following except one. Which one is the

exception? a. Legal guardian b. Intoxicated adult c. Parent of a minor d. Emancipated minor ANS: B

Patients under the influence of alcohol, drugs, or severe stress may not have sufficient mental capacity to grant permission for treatment. When a dentist treats a minor, only the parent or guardian of the minor may grant consent. An emancipated minor is someone who has not reached the age of majority but because of circumstances can provide consent. DIF: Comprehension REF: Informed Consent, p. 66 OBJ: 9 TOP: CDA, GC, II. Patient Management and Administrative Duties 15. Which sets guidelines for dental licensure and identifies the criteria by which a license may be

revoked or suspended? a. Standard of care b. Dental Practice Act c. Americans with Disabilities Act d. National Practitioner Data Bank ANS: B

The Dental Practice Act is the law in each state that defines the scope of dental practice and the requirements that are necessary to practice dentistry. Standard of care is the treatment that a reasonably prudent professional would perform in similar circumstances. The Americans with Disabilities Act is a federal law that prohibits discrimination and requires facilities to be accessible to physically and mentally compromised persons. The National Practitioner Data Bank is an agency that is a central repository for information about paid malpractice claims and adverse reports of healthcare licensees. DIF: Comprehension REF: Intro, p. 58 | Dental Practice Act, p. 61 OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties 16. A patient contacts the office and complains about the fee that was billed for a

porcelain-fused-to-metal crown. He states that no one informed him what the fee was going to be. The dentist claims that her fees are standard and that the patient should have expected to pay the fee without being told ahead of time. Which statement applies to this situation? a. The assistant should explain to the patient that it is a standard fee for a crown and that he is obligated to pay it. b. The dentist should have informed the patient prior to treatment what the fee was going to be. c. The patient should not complain if the dentist explains that the fee is standard for the community. d. The patient should not be overwhelmed with all the details of the planned treatment, including fees. ANS: B

The dentist should have informed the patient prior to treatment what the fee was going to be. Informed consent requires thN at thRe pI atienGt knBo. wCall M details of the planned treatment, including U S N T O fees. DIF: Application REF: Informed Consent, pp. 65-66 OBJ: 9 TOP: CDA, GC, II. Patient Management and Administrative Duties 17. The clinical assistant records information in a patient’s clinical record regarding treatment she

assisted for after treatment is complete. Later, litigation is brought against the dentist for the rendered treatment. The clinical assistant is asked to testify. Which term describes the clinical assistant’s role in the litigation? a. Plaintiff b. Defendant c. Fact witness d. Expert witness ANS: C

A fact witness is a witness who describes what he or she saw or did during a specific act. A plaintiff is the person or party that institutes a lawsuit. The defendant is the person or party that is being sued in a lawsuit. An expert witness is called to testify and explain what happened based on the patient’s record and offers an opinion as to whether the administered dental care met acceptable standards. DIF: Application REF: Litigation, p. 60 OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties

18. An expert witness has scientific knowledge and experience and can testify about the normal or

abnormal conditions in a case. A fact witness can testify in a case whether she or he observed the activity in question. a. Both statements are true. b. Both statements are false. c. The first statement is false; the second statement is true. d. The first statement is true; the second statement is false. ANS: D

The first statement is true; the second statement is false. An expert witness can testify as to what happened based on the patient’s record and offers an opinion as to whether the administered dental care met acceptable standards. A fact witness is a witness who describes what he or she saw or did during a specific act. DIF: Comprehension REF: Litigation, p. 60 OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties 19. Direct supervision in most states refers to the dentist being physically present in the office and

assigning a task to a dental assistant or dental hygienist for a patient of record. Direct supervision requires the dentist examine the patient before and directly after the treatment is rendered by the assistant or hygienist. a. Both statements are true. b. Both statements are false. c. The first statement is false; the second statement is true. d. The first statement is true; the second statement is false. ANS: A

Both statements are true. In dNirU ecRt S suI peNrG viT sioBn. , tC heOdMentist is physically present in the office at the time the procedure is being performed and the dentist examines the patient before the procedure and again on completion of the procedure. DIF: Comprehension REF: Dental Practice Act, pp. 61-62 OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties 20. Ethics is a branch of philosophy that identifies a systematic, intellectual approach to standards

of behavior. Ethics is legislated by the government. a. Both statements are true. b. Both statements are false. c. The first statement is false; the second statement is true. d. The first statement is true; the second statement is false. ANS: D

The first statement is true; the second statement is false. Ethics is a branch of philosophy that identifies a systematic, intellectual approach to standards of behavior; however, ethics is not legislated. DIF: Comprehension REF: Code of Ethics, p. 62 OBJ: 7 TOP: CDA, GC, II. Patient Management and Administrative Duties 21. If a dentist is accused of a negligent act, the plaintiff’s attorney must prove that the dentist

failed to satisfy all of the following except one. Which one is the exception? a. The dentist breached a duty.

b. There was a duty to follow a standard of care. c. The dentist intentionally committed the breach of duty. d. The breach of duty resulted in the patient sustaining an injury. ANS: C

Intentional commission of the breach of duty is not required. Negligence is an unintentional tort. Unintentional torts do not require a particular mental state. The dentist breached a duty. This is one of the four elements that constitute a negligent act. There was a duty to follow a standard of care. This is one of the four elements that constitute a negligent act. The breach of duty resulted in the patient sustaining an injury. This is one of the four elements that constitute a negligent act. DIF: Comprehension REF: Overview and Definitions, pp. 60-61 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties 22. The dentist and the dental team members have the responsibility and duty to perform due care

in treating all patients. Failure to do this is called: a. assault. b. malpractice. c. abandonment. d. noncompliance. ANS: B

Malpractice can refer to any professional misconduct or negligence. Assault is an intentional tort causing reasonable apprehension of an immediate harm or offensive contact to a person. Abandonment is the severance of a professional relationship with a patient who is still in need of dental care and attention without giving adequate notice to the patient. Noncompliance is B,.rC the failure or refusal to compN lyU , aRsS wI itN hG aT law egO ulM ation, or term of a contract. DIF: Comprehension REF: Key Terms, p. 58 | Overview and Definitions, p. 60 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties 23. A written or verbal contract that describes specifically what each party in the contract will do

is called: a. indirect approval. b. informed consent. c. implied agreement. d. expressed contract. ANS: B

Informed consent is a written or verbal contract given by a patient of sound mind after being informed in understandable language about treatment by the healthcare provider. Informed consent for the delivery of dental care can occur via two different mechanisms: implied consent and express consent. The terms indirect approval, implied agreement, expressed contract are not legal terms associated with consent. DIF: Comprehension REF: Informed Consent, pp. 65-66 OBJ: 9 TOP: CDA, GC, II. Patient Management and Administrative Duties 24. A patient is consistently late and fails to keep appointments without advance notice to the

practice. The dentist gets fed up and refuses to treat the patient anymore. What charges could be brought against the dentist?

a. b. c. d.

Assault Malpractice Abandonment Noncompliance

ANS: C

Abandonment is the severance of a professional relationship with a patient who is still in need of dental care and attention without giving adequate notice to the patient. Assault is an intentional tort causing reasonable apprehension of an immediate harm or offensive contact to a person. Malpractice can refer to any professional misconduct or negligence. Noncompliance is the failure or refusal to comply, as with a law, regulation, or term of a contract. DIF: Application REF: Abandonment, pp. 69-70 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties 25. When a dentist sits down and the patient opens his or her mouth, what type of consent does

this indicate? a. Implied b. Informed c. Educated d. Express ANS: A

Implied consent is consent that flows automatically from the relationship between the patient and the dental professional. It is based on the actions of the patient and the provider. Informed consent is consent for treatment given by a patient of sound mind after being informed in understandable language by the healthcare provider. Educated is not a term associated with consent. Express consent is cN leU arR lySaI ndNuGnT mB is. taC kaO bM ly stated rather than implied. DIF: Comprehension REF: Implied Consent, p. 66 OBJ: 9 TOP: CDA, GC, II. Patient Management and Administrative Duties 26. A (n)

is summoned to provide an opinion as to whether the dental care given met a standard of care. a. plaintiff b. defendant c. fact witness d. expert witness ANS: D

An expert witness is called to testify and explain what happened based on the patient’s record and offers an opinion as to whether the administered dental care met acceptable standards. A plaintiff is the person or party that institutes a lawsuit. The defendant is the person or party that is being sued in a lawsuit. A fact witness is a witness who describes what he or she saw or did during a specific act. DIF: Comprehension REF: Litigation, p. 60 OBJ: 3 TOP: CDA, GC, II. Patient Management and Administrative Duties 27. Which term(s) defines the process by which an entity or educational program is evaluated and

recognized by an outside agency for having attained a predetermined set of standards? a. Licensure

b. Credentialing c. Accreditation d. Standard of care ANS: C

Accreditation is the process by which an entity or educational program is evaluated and recognized by an outside agency for having attained a predetermined set of standards. Licensure is the credential granted to a candidate by the state after the individual provides appropriate documentation to prove they have met the state’s designated requirements to practice in the profession. Credentialing is a generic term that refers to the ways in which professionals can measure and maintain their competence. Standard of care is the treatment that a reasonably prudent professional would perform in similar circumstances. DIF: Comprehension REF: Professional Standards, p. 62 OBJ: 6 TOP: CDA, GC, II. Patient Management and Administrative Duties 28. The following dental office business activities can lead to potential litigation except one.

Which one is the exception? a. Deliberately damaging data in a computer b. Entering inaccurate data on patient records c. Having a patient sign a dental treatment plan d. Duplicating copyrighted material without permission ANS: C

Having a patient sign a dental treatment plan will not lead to potential litigation but actually helps reduce the chance of litigation. Deliberately damaging data in a computer can lead to potential litigation. Entering inaccurate data on patient records can lead to potential litigation. .iCssOioMn can lead to potential litigation. Duplicating copyrighted matN erU iaR lw thN ouGt T peBrm SiI DIF: Recall REF: Vigilance, Box 4.4, p. 65 OBJ: 8 TOP: CDA, GC, II. Patient Management and Administrative Duties 29. There are two recognized types of sexual harassment, quid pro quo sexual harassment and

hostile environment sexual harassment. Quid pro quo sexual harassment occurs when unwelcome sexual conduct unreasonably interferes with someone’s ability to do their job or creates a hostile, intimidating, or offensive work environment. a. Both the statements are true. b. Both the statements are false. c. The first statement is true, and the second is false. d. The first statement is false, and the second is true. ANS: C

The first statement is true, and the second is false. Quid pro quo sexual harassment occurs when the individual’s submission or rejection of sexual advances or conduct of a sexual nature is used for the basis of employment decisions. Hostile environment sexual harassment occurs when unwelcome sexual conduct unreasonably interferes with someone’s ability to do their job or creates a hostile, intimidating, or offensive work environment. DIF: Recall REF: Sexual Harassment, p. 74 OBJ: 14 TOP: CDA, GC, II. Patient Management and Administrative Duties 30. All of the following are true regarding workplace sexual harassment except one.

Which one is the exception? a. The victim does not have to be of the opposite sex. b. Employers are legally responsible to create a work climate that is free of sexual harassment. c. Cases of harassment do not occur between a dental operator and a patient. d. Dental staff should take steps to protect themselves from experiencing inappropriate behaviors from their employers, colleagues or patients. ANS: C

Cases of harassment can and do occur between a dental operator and a patient. The victim does not have to be of the opposite sex. Employers are legally responsible to create a work climate that is free of sexual harassment. Dental staff should take steps to protect themselves from experiencing inappropriate behaviors from their employers, colleagues or patients. DIF: Recall REF: Sexual Harassment, pp. 73-74 OBJ: 14 TOP: CDA, GC, II. Patient Management and Administrative Duties TRUE/FALSE 1. Implied consent or duties flow automatically from the relationship of the patient and the

dental healthcare worker. ANS: T

Implied consent is consent that flows automatically from the relationship between the patient and the dental professional. DIF:

Recall

REF: ImNplieR d CI onseG nt, pB. . 66C

OBJ: 9

SentNandTAdminO TOP: CDA, GC, II. Patient ManU agem istrative Duties

2. When making an ethical decision, it is wise to remember that there is no right way to do a

wrong thing. ANS: T

Every health professional must realize that there is right and wrong and that there is no right way to do a wrong thing. DIF: Recall REF: Code of Ethics, p. 62 OBJ: 8 TOP: CDA, GC, II. Patient Management and Administrative Duties 3. Law can be divided into two classifications, civil and criminal. ANS: T

Law can be divided into two classifications, civil and criminal. Civil law relates to duties between persons or between citizens and their government. Criminal law deals with wrongs committed against the public as a whole. DIF: Recall REF: Classifications of Law, p. 59 OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties 4. If found guilty of a criminal complaint, the defendant is only required to pay for damages.

ANS: F

In criminal law, the interests of society are at stake, and the government may seek to impose a penalty, such as a fine or imprisonment, on the guilty person. DIF: Comprehension REF: Classifications of Law, pp. 59-60 OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties 5. A dental healthcare professional that chooses not to join his or her professional organization is

not obliged to follow the organization’s professional standards. ANS: F

Although joining one’s professional organization is volunteer, it does not allow a member of the profession to disregard professional standards or laws governing the practice of dentistry. DIF: Recall REF: Professional Standards, p. 58 OBJ: 6 TOP: CDA, GC, II. Patient Management and Administrative Duties 6. Nonmaleficence is the ethical principle related to “do no harm.” ANS: T

Nonmaleficence is the ethical principle related to “Do no harm.” This principle expresses the concept that professionals have a duty to protect the patient from harm. DIF: Recall REF: American Dental Association Principles of Ethics and Code of Professional Conduct, Box 4.2, p. 63 OBJ: 7 TOP: CDA, GC, II. Patient Management and Administrative Duties

NURSINGTB.COM

7. Justice is the ethical principle related to “Truthfulness.” ANS: F

Justice is the ethical principle related to “Fairness.” This principle expresses the concept that professionals have a duty to treat patients fairly. Veracity is the ethical principle related to “Truthfulness.” DIF: Recall REF: American Dental Association Principles of Ethics and Code of Professional Conduct, Box 4.2, p. 63 OBJ: 7 TOP: CDA, GC, II. Patient Management and Administrative Duties 8. Diversity does NOT include sexual identity and preference. ANS: F

Diversity includes sexual identity and preference. Trans inclusive care is becoming more common as insurance companies cover the costs for transition. Dental and medical offices are striving to become more transgender or gender nonconforming friendly. DIF: Recall OBJ: 14

REF: Respectful Treatment of Patients, p. 75 TOP: CDA, GC, II. Patient Management and Administrative Duties

Chapter 05: Information Technology in the Business Office Finkbeiner: Practice Management for the Dental Team, 9th Edition MULTIPLE CHOICE 1. Which is a program that directs a computer to perform a task? a. Internet b. Software c. Database d. Hardware ANS: B

The software directs the sequence of operations the computing system is to perform. The Internet is a compilation of networks that connects millions of business, government agencies, educational institutions, and individuals. A database is a structured collection of records or data that is stored in a computer system. The hardware is the physical parts or components contained in a computing device. DIF: Comprehension REF: Apps and Software, p. 81 OBJ: 3 TOP: CDA, GC, II. Patient Management and Administrative Duties 2. Which is a portable data storage device? a. Scanner b. Calculator c. Flash drive d. Central processing unit (CPU) I G ANS: C

B.C M N R U S N T O

A flash drive is a portable miniature storage device. A scanner is a device that inputs text or graphical data into computer storage. A calculator is a device or part of a computer software program used for making mathematical calculations. The CPU is the electronic component on a computer that directs and controls all of the computing device’s activities. DIF: Comprehension REF: Computing Devices and Other Hardware, Box 5.2, p. 80 | Storage Media, p. 82 OBJ: 3 TOP: CDA, GC, II. Patient Management and Administrative Duties 3. Which portion of the practice software program handles the submission of dental claims? a. Day sheet report b. Transaction entry screen c. Daily appointment screen d. Claim transaction window ANS: D

The claim transaction window is the portion of practice management software that handles claims processing. The day sheet report summarizes practice activity for a period of time. The transaction entry screen is a window with the ADA window showing the ADA codes for the completed treatment. The daily appointment screen indicates various treatment rooms. DIF: Recall OBJ: 6

REF: App (Application) and Software Selection, p. 86 TOP: CDA, GC, II. Patient Management and Administrative Duties

4. The acronym CPU stands for: a. central patient unit. b. common patient unit. c. central processing unit. d. common processing unit. ANS: C

CPU is the acronym for central processing unit. DIF: Recall REF: Processor, p. 82 OBJ: 3 TOP: CDA, GC, II. Patient Management and Administrative Duties 5. Data entered into a row or column in an electronic spreadsheet are known as: a. cells. b. units. c. equations. d. gigabytes. ANS: A

Data entered into specific rows and columns are known as cells. A computer stores data in specific units to perform operations. Equations are statements of mathematical expressions. A gigabyte is an increment of storage for digital information. DIF: Recall OBJ: 3 6. A a. b. c. d.

REF: App (Application) and Software Selection, p. 94 TOP: CDA, GC, II. Patient Management and Administrative Duties

is equivalent to one chN aracRterI of tG ext.B.C byte kilobyte gigabyte megabyte

U S N T

M O

ANS: A

The term byte is equivalent to one character of text. One kilobyte is 1 thousand bytes. One gigabyte is 1 billion bytes. One megabyte is 1 million bytes. DIF: Recall REF: Data, p. 82 OBJ: 3 TOP: CDA, GC, II. Patient Management and Administrative Duties 7. Computers are used in a. 60% b. 75% c. 80% d. 90%

_ of dental offices.

ANS: D

Some form of computer usage is now installed in more than 90% of dental offices in North America. DIF: Recall REF: Intro, p. 77 OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties

8. All of the following are features to consider when purchasing a copier except the: a. speed of the copier. b. weight of the copier. c. quality of the copy desired. d. volume of work to be done on the copier. ANS: B

The weight of the copier is not a consideration when purchasing a copier. The speed of the copier is a consideration when purchasing a copier. The quality of the copy desired is a consideration when purchasing a copier. The volume of work to be done on the copier is a consideration when purchasing a copier. DIF: Comprehension REF: Computing Devices and Other Hardware, Box 5.4, p. 81 OBJ: 3 TOP: CDA, GC, II. Patient Management and Administrative Duties 9. Which is one of the four operations of the information processing cycle? a. Data b. Output c. Outsource d. Connection ANS: B

The four operations are: (1) input, (2) process, (3) output, and (4) storage. DIF: Recall OBJ: 4

REF: Information Processing Cycle, p. 82 TOP: CD , II. G PatieBn. tM and Administrative Duties NA,RGCI Canagement M

U S N T

10. Which is an Internet-based service that provides storage options to computer users? a. Cloud b. Hard disk c. Flash drive d. Memory card ANS: A

Cloud storage is an Internet-based service that provides storage options to computer users. A hard disk is a rigid metal disk coated with magnetic material that makes it suitable for recording and storing data. A flash drive is a portable storage device that plugs into a USB port on a computer or mobile device. A memory card is a removable flash memory device inserted and removed from slots in a computer, mobile device, or card reader. DIF: Recall OBJ: 3

REF: Computers and Other Hardware, Box 5.2, p. 78 | Storage Media, p. 82 TOP: CDA, GC, II. Patient Management and Administrative Duties

11. A hand-operated device that controls the computer cursor is called: a. mouse. b. scanner. c. software. d. USB flash drive. e. central processing unit.

ANS: A

A mouse is hand-operated device that controls the computer cursor. A scanner inputs text or graphical data directly into computer storage. Software is a series of instructions that tells a computer device what to do and how to do it. A USB flash drive is a portable miniature storage device that you plug into a USB port on a computing device or a mobile device. A central processing unit (CPU)is the controlling unit of the computing system that contains the electronic circuitry needed to manipulate data. DIF: Comprehension REF: Computers and Other Hardware, Box 5.2, p. 79 OBJ: 3 TOP: CDA, GC, II. Patient Management and Administrative Duties 12. Which inputs text or graphical data directly into computer storage? a. Mouse b. Scanner c. Software d. USB flash drive e. Central processing unit ANS: B

A scanner inputs text or graphical data directly into computer storage. A mouse is hand-operated device that controls the computer cursor. Software is a series of instructions that tells a computer device what to do and how to do it. A USB flash drive is a portable miniature storage device that you plug into a USB port on a computing device or a mobile device. The central processing unit is the electronic component on a computer that directs and controls all of the computing device’s activities. DIF: Recall OBJ: 3

REF: Computers and Other Hardware, Box 5.2, p. 79

NAU,RGSCI CaOnM TOP: CD , IN I. G PaT tieBn. tM agement and Administrative Duties

13. Which is the electronic component on a computer that directs and controls all of the

computing device’s activities? a. Mouse b. Scanner c. Software d. USB flash drive e. Central processing unit ANS: D

The central processing unit (CPU) is the electronic component on a computer that directs and controls all of the computing device’s activities. A mouse is hand-operated device that controls the computer cursor. A scanner inputs text or graphical data directly into computer storage. Software is a series of instructions that tells a computer device what to do and how to do it. A USB flash drive is a portable miniature storage device that you plug into a USB port on a computing device or a mobile device. DIF: Recall REF: Processor, p. 82 OBJ: 3 TOP: CDA, GC, II. Patient Management and Administrative Duties 14. The Information Age helps the dentist and staff to be more productive. Computing devices are

used routinely in both the clinical and business applications of the office. a. Both the statements are true.

b. Both the statements are false. c. The first statement is true, and the second is false. d. The first statement is false, and the second is true. ANS: A

Both the statements are true. The information Age helps the dentist and staff to be more productive. Computing devices are used routinely in both the clinical and business applications of the office. DIF: Recall REF: Intro, p. 76 OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties 15. Which of the following is the guideline for selecting apps? a. Determine needs of the practice including type, size, staff abilities, cost, and

training required. b. Determine how security is managed. c. Select a reputable vendor. d. Determine needs of the practice including type, size, staff abilities, cost, and

training required and select a reputable vendor. e. All of the options ANS: E

All of the options are correct. Determining the needs of the practice including type, size, staff abilities, cost, and training required; determining how security is managed; and selecting a reputable vendor are all among the guidelines for selecting apps. DIF: Comprehension REF: Integrated Applications, Box 5.7, p. 96 OBJ: 7 TOP: CD A , G C , I I. P tM N R I GatieBn. CanaMgement and Administrative Duties

U S N T

TRUE/FALSE 1. The acronym RAM stands for a computer’s random access memory. ANS: T

RAM stands for random access memory. DIF: Recall OBJ: 3

REF: Computing Devices and Other Hardware, Box 5.2, p. 79 TOP: CDA, GC, II. Patient Management and Administrative Duties

2. A computer feasibility study is not necessary if a dental office has fewer than five staff

members. ANS: F

The number of staff members is an important factor to consider when doing a feasibility study. DIF: Comprehension REF: Profitability of the Information System, p. 84 OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties 3. A modem is a device or program that enables a computer to connect to the Internet or wireless

network.

ANS: T

A modem connects a computer with the Internet or wireless network. DIF: Recall OBJ: 3

REF: Computing Devices and Other Hardware, Box 5.2, p. 78 TOP: CDA, GC, II. Patient Management and Administrative Duties

4. A desktop computer is designed to be a mobile personal computer. ANS: F

A desktop is personal computer designed to be stationary location, where all of its components fit on or under a desk. DIF: Recall OBJ: 3

REF: Computing Devices and Other Hardware, Box 5.2, p. 78 TOP: CDA, GC, II. Patient Management and Administrative Duties

5. With the use of digital technology, radiographs can be transferred to a dental specialist’s

office in a matter of minutes. ANS: T

A patient in a general practice can have a radiograph digitally processed and transferred to a dental specialist before the patient leaves the general dentist’s office. DIF: Comprehension REF: Intro, p. 77 OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties | CDA, RHS, II. Quality Assurance and Radiology Regulations 6. A touch-screen monitor is a cNomR puteIr ouGtpuB t d.eC viceM.

U S N T

ANS: F

A touch-screen monitor is a computer input device. DIF: Comprehension REF: Input Device, p. 82 OBJ: 3 TOP: CDA, GC, II. Patient Management and Administrative Duties 7. A petabyte is equal to 1 quadrillion number of bytes. ANS: F

A petabyte is equal to 1 trillion number of bytes. DIF: Recall OBJ: 3

REF: Information Systems, Table 5.1 p. 77 TOP: CDA, GC, II. Patient Management and Administrative Duties

8. A gigabyte is equal to 1 billion number of bytes. ANS: T

A gigabyte is equal to 1 billion number of bytes. DIF: Recall OBJ: 3

REF: Information Systems, Table 5.1 p. 77 TOP: CDA, GC, II. Patient Management and Administrative Duties

9. The best approach to determining which applications or software should be selected for a

practice is to ask the vendor what should be used in a dental practice. ANS: F

The appropriate selection of an app or software package is extremely important. For the software to be effective, the computing device functions must be applicable to the specific dental practice. The required applications should be presented to the vendor rather than asking the vendor what the dental practice should do. DIF: Comprehension REF: App (Application) and Software Selection, pp. 86-87 OBJ: 7 TOP: CDA, GC, II. Patient Management and Administrative Duties 10. An information system is only as effective as the management and usage of it allows. ANS: T

Without proper management and usage, the information system becomes costly with poor returns. DIF: Comprehension REF: Summary of Technology in the Business Office, p. 96 OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties

Chapter 06: Business Office Design and Equipment Placement Finkbeiner: Practice Management for the Dental Team, 9th Edition MULTIPLE CHOICE 1. When seated at a computer workstation, an ergonomically correct body position should

include all EXCEPT which of the following? a. The back and neck should be erect. b. The thighs should be parallel to the floor. c. The arms should be at a 30-degree angle when using the keyboard. d. The seat base of the chair should be about 16 to 19 inches from the floor. ANS: C

The arms should be at a 30-degree angle when using the keyboard. The correct position is with the arms as horizontal as possible (about 90 degrees) to the keyboard. The back and neck erect, the thighs parallel to the floor, and the seat base of the chair about 16 to 19 inches from the floor are ergonomically correct body positions. DIF: Recall REF: Basic Principles, Box 6.6, p. 105 OBJ: 10 TOP: CDA, GC, II. Patient Management and Administrative Duties 2. To help prevent wrist discomfort or overuse of the wrist, the administrative assistant should: a. not bend the wrists. b. use an ergonomic keyboard. c. use the computer no more than 2 hours in each half day. d. have another business office staff member do the computer work. ANS: B

N R I G B.C M U S N T O

To help prevent wrist discomfort or overuse of the wrist, the administrative assistant should use an ergonomic keyboard. It is not possible to limit the amount of time of computer use in a dental office. Use of an ergonomic keyboard helps prevent wrist discomfort and overuse. Assigning computer work to another staff member is not acceptable. Use of an ergonomic keyboard helps prevent wrist discomfort and overuse. DIF: Comprehension REF: Health and Safety Issues, Fig. 6.10, p. 107 OBJ: 10 TOP: CDA, GC, II. Patient Management and Administrative Duties 3. Which federal law affects the physical design of dental offices? a. The Civil Rights Act of 1964 b. The Workforce Investment Act of 1998 c. The Americans with Disabilities Act of 1990 d. The Age Discrimination in Employment Act of 1967 ANS: C

The Americans with Disabilities Act of 1990 affects the physical design of dental offices. Special attention should be directed to this act to ensure that the office design complies with state and federal guidelines. The Civil Rights Act of 1964 outlawed discrimination based on race, color, religion, sex, and national origin. The Workforce Investment Act of 1998 was enacted to induce business to participate in the local delivery of Workforce Development Services. The Age Discrimination in Employment Act of 1967 forbids employment discrimination against anyone at least 40 years of age in the United States. DIF: Comprehension REF: Office Design and the Americans with Disabilities Act, p. 98 OBJ: 3 TOP: CDA, GC, II. Patient Management and Administrative Duties 4. Patients or staff may be affected by seasonal affective disorder (SAD). A direct consequence

of SAD can be winter depression or sleep disorders. a. Both statements are true. b. Both statements are false. c. The first statement is false; the second statement is true. d. The first statement is true; the second statement is false. ANS: A

Both statements are true. Patients or staff may be affected by SAD with a direct consequence of winter depression or sleep disorders. DIF: Recall REF: Seasonal Affective Disorder, p. 98 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties 5. Which acronym represents the agency that ensures dental healthcare workers have a safe

working environment? a. HUD b. ADA c. DANB d. OSHA ANS: D

OSHA stands for the Occupational Safety and Health Administration and represents the agency that ensures dental healthcare workers have a safe working environment. OSHA represents the agency that ensures dental healthcare workers have a safe working environment. HUD stands for the Department of Housing and Urban Development. ADA stands for the American Dental Association. DANB stands for the Dental Assisting National Board. DIF: Recall REF: Health and Safety Issues, p. 107 OBJ: 11 TOP: CDA, GC, II. Patient Management and Administrative Duties 6. Which classification of motion requires use of the fingers, wrist, and elbow? a. Class I b. Class II c. Class III d. All of the options ANS: C

Class III motions involve the fingers, wrist, and elbow movement.

DIF: Recall OBJ: 9

REF: Principles of Time and Motion, Box 6.4, p. 105 TOP: CDA, GC, II. Patient Management and Administrative Duties

7. All of the following are examples of how to reduce fatigue and eyestrain when working on the

computer EXCEPT: a. using good posture. b. standing up every half hour. c. using an ergonomically designed chair. d. doing all computer work first thing in the morning. ANS: D

Doing all computer work first thing in the morning. It is not possible to restrict what time of day computer work will be done in a dental office. Using good posture is an example of how to reduce fatigue and eyestrain when working on the computer. Standing up every half hour is an example of how to reduce fatigue and eyestrain when working on the computer. Using an ergonomically designed chair is an example of how to reduce fatigue and eyestrain when working on the computer. DIF: Comprehension REF: Health and Safety Issues, p. 107 OBJ: 11 TOP: CDA, GC, II. Patient Management and Administrative Duties 8. The “work triangle” in a business office consists of the reception zone, the work area zone,

and the intraoffice a. patient b. clinical c. printing d. communication

zone.

ANS: D

The design of a business office can take into consideration three main zones in its design: the reception zone, the work area zone, and the intraoffice communication zone. DIF: Recall OBJ: 6

REF: Business Office Work Triangle, pp. 100-101 TOP: CDA, GC, II. Patient Management and Administrative Duties

9. Which organization requires employers to provide a hazard-free work environment? a. American Dental Association b. Dental Assistant National Board c. Environmental Protection Agency d. Occupational Safety and Health Administration ANS: D

The Occupational Safety and Health Administration requires employers to provide a hazard-free work environment. DIF: Recall REF: Health and Safety Issues, p. 107 OBJ: 7 TOP: CDA, GC, II. Patient Management and Administrative Duties 10. To be in compliance with the Americans with Disabilities Act, which is a requirement for the

interior design of a dental office? a. Access ramps to the building

b. Accessible parking areas c. Accessible paper towel dispensers d. Raised letters and Braille on elevator controls ANS: C

An accessible paper towel dispenser is a requirement for the interior design of a dental office. An access ramp to building is a requirement for the exterior, not interior design of a dental office. An accessible parking area is a requirement for the exterior, not interior design of a dental office. Raised letters and Braille on elevator controls is a requirement for the exterior, not interior design of a dental office. DIF: Comprehension REF: Office Design and the Americans with Disabilities Act, Box 6.1, p. 98 OBJ: 3 TOP: CDA, GC, II. Patient Management and Administrative Duties 11. Which business office supply would be considered optional if the dental office is a paperless

office? a. Mouse pad b. Paper shredder c. Pens and pencils d. Appointment book ANS: D

An appointment book is not necessary if scheduling is done using a computer. A mouse pad is used under the mouse when operating a computer. Even a paperless office has some paper, such as certain mail, that needs to be shredded. Even a paperless office will use pens and pencils at some point; for example, patients use pens to fill out health forms.

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DIF: Comprehension REF: Selecting Office Supplies, p. 109 OBJ: 12 TOP: CDA, GC, II. Patient Management and Administrative Duties 12. There should be only one centrally placed telephone in the business area. A telephone should

be made hands free if possible. a. Both statements are true. b. Both statements are false. c. The first statement is false; the second statement is true. d. The first statement is true; the second statement is false. ANS: C

The first statement is false; the second statement is true. Telephones should be installed at each workstation and should be made hands free whenever possible. DIF: Recall OBJ: 7

REF: Design of the Business Office, p. 103 TOP: CDA, GC, II. Patient Management and Administrative Duties

13. Patient records should be stored securely when outside cleaning services are used to avoid

loss, damage or confidentiality infringement. a. Both the statement and the reason are CORRECT and related. b. Both the statement and the reason are correct but NOT related. c. The statement is correct, but the reason is NOT. d. The statement is NOT correct, but the reason is CORRECT. e. NEITHER the statement nor the reason is CORRECT.

ANS: A

Both the statement and the reason are CORRECT and related. DIF: Comprehension REF: Workstation Organization, p. 104 OBJ: 8 TOP: CDA, GC, II. Patient Management and Administrative Duties 14. Which of the following contribute(s) to Motion Economy in the Business office? a. Minimizing the number of eye movements b. Maximizing the number of materials to be used for a procedure c. Using zigzag motions d. All of the options e. None of the options ANS: A

Minimizing the number of eye movements, minimizing, not maximizing, the number of materials to be used for a given procedure, and using smooth, continuous motions rather than zigzag motions contribute to motion economy. DIF: Recall OBJ: 9

REF: Principles of Time and Motion, Box 6.5, p. 105 TOP: CDA, GC, II. Patient Management and Administrative Duties

15. The use of exercise can help reduce stress and fatigue when working at the computer.

Exercises should be performed before and after work. a. Both statements are true. b. Both statements are false. c. The first statement is false; the second statement is true. d. The first statement is trueN ; thR e seI conG d staBte.mCentMis false.

U S N T

ANS: D

The first statement is true; the second statement is false. The use of exercise can help reduce stress and strain when working at the computer and can be performed during the workday as needed to relieve stress, fatigue, and pain. DIF: Comprehension REF: Health and Safety Issues, Box 6.7, pp. 107-108 OBJ: 11 TOP: CDA, GC, II. Patient Management and Administrative Duties TRUE/FALSE 1. Most dental offices prefer to use low soft-cushioned armless chairs in the reception room. ANS: F

Low, cushiony couches and armless chairs are sometimes difficult for even an agile person to get out of and even more difficult for older adults and patients with arthritis. DIF: Recall OBJ: 5

REF: Design of the Reception Room, p. 100 TOP: CDA, GC, II. Patient Management and Administrative Duties

2. Ergonomics is the science that studies the relationship between people and their work

environment. ANS: T

Ergonomics is the science that studies the relationship between people and their work environment. DIF: Recall REF: Intro, p. 97 OBJ: 10 TOP: CDA, GC, II. Patient Management and Administrative Duties 3. Work zones within the work triangle are designed for different tasks to be completed without

collisions. ANS: T

Zones, also known as work centers, ensure that different tasks can be carried out without collisions. DIF: Comprehension REF: Business Office Work Triangle, p. 101 OBJ: 6 TOP: CDA, GC, II. Patient Management and Administrative Duties 4. When designing the reception area in a general practice dental office, a general rule is to

provide four seats for each dental chair. ANS: F

A general rule is to provide two seats for each dental chair in a general practice. DIF: Recall OBJ: 5

REF: Design of the Reception Room, p. 100 TOP: CDA, GC, II. Patient Management and Administrative Duties

5. The preferred phrase to use when describing the gateway area to the dental office is “waiting

area.” ANS: F

“Reception area” is the preferred phrase. “Waiting area” gives a negative connotation and infers that patients will have to wait to be seen. DIF: Comprehension REF: Design of the Reception Room, p. 99 OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties 6. The “shake it out” exercise is a stress-reducing exercise for the hands. ANS: T

“Shake it out” exercise: Lower the hands from the work site and gradually shake out the hands to alleviate any feeling of numbness. Continue with both hands until the stress has been relieved. DIF: Comprehension REF: Health and Safety Issues, Box 6.7, p. 108 OBJ: 11 TOP: CDA, GC, II. Patient Management and Administrative Duties 7. When using a keyboard, the arms should be positioned so that the forearms and wrists are at a

25-degree angle to the keyboard. ANS: F

When using a keyboard, the arms should be positioned so that the forearms and wrists are as horizontal as possible.

DIF: Recall REF: Basic Principles, Box 6.6, p. 105 OBJ: 10 TOP: CDA, GC, II. Patient Management and Administrative Duties

Chapter 07: Working With Dental Office Documents Finkbeiner: Practice Management for the Dental Team, 9th Edition MULTIPLE CHOICE 1. When transferring patient records from the office to another site, the administrative assistant

must do all except which of the following? a. Transfer the entire record. b. Retain the original record in the office. c. Copy the radiographs and retain the originals. d. Obtain consent from the patient or legal representative. ANS: A

Only the requested information should be transferred. The dental office must keep the original record. The dental office must keep the original radiographs. The dental office must obtain consent to transfer records. DIF: Comprehension REF: Records Transfer, pp. 129, 131-132 OBJ: 10 TOP: CDA, GC, II. Patient Management and Administrative Duties | RHS, II. Quality Assurance and Radiology Regulations 2. Which is not a component of a clinical record? a. Recall cards b. Radiographs c. Health history d. Patient registration ANS: A

Recall cards are not used clinically but as a means to schedule and help maintain regular prophylaxis appointments. Radiographs are a component of a clinical record. The health history is a component of a clinical record. The patient registration is a component of a clinical record. DIF: Comprehension REF: Components of a Clinical Record, p. 114 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties 3. How many teeth are present in the primary dentition? a. 10 b. 20 c. 28 d. 32 ANS: B

There are 20 teeth in the primary dentition. DIF: Comprehension REF: Tooth Nomenclature, Box 7.4, p. 125 OBJ: 8 TOP: CDA, GC, II. Patient Management and Administrative Duties 4. How many teeth are present in the permanent dentition? a. 10

b. 20 c. 28 d. 32 ANS: D

There are 32 teeth in the permanent dentition. DIF: Comprehension REF: Tooth Nomenclature, Box 7.4, p. 125 OBJ: 8 TOP: CDA, GC, II. Patient Management and Administrative Duties 5. Which tooth-numbering systems use a 1 to 32 numeric system for the permanent dentition? a. Universal b. Palmer notation c. Federation Dentaire International ANS: A

The universal numbering system uses the numerals 1 to 32 for the permanent dentition. The Palmer notation system assigns each of the four quadrants a bracket to designate the area of the mouth where the tooth is found. Federation Dentaire International assigns a 2-digit number to each tooth in any quadrant. DIF: Recall REF: Tooth-Numbering Systems, p. 126 OBJ: 8 TOP: CDA, GC, II. Patient Management and Administrative Duties 6. Which tooth surface is closest to the cheek? a. Distal b. Mesial c. Buccal d. Lingual ANS: C

Buccal is found on posterior teeth only, facing the cheeks. Distal is the axial surface farthest from the midline. Mesial is the axial surface closest to the midline of the mouth. Lingual is the surface closest to the tongue. DIF: Comprehension REF: Tooth Surfaces, pp. 128-129 OBJ: 8 TOP: CDA, GC, II. Patient Management and Administrative Duties 7. Which record is considered a vital record? a. Canceled checks b. Petty cash voucher c. Bank reconciliation d. Patient clinical record ANS: D

A patient clinical record is considered a vital record that cannot be replaced. Canceled checks are considered important records. A petty cash voucher is considered a useful record. A bank reconciliation is considered a useful record. DIF: Recall REF: Vital Records, p. 112 OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties

8. Which record is considered an important record? a. Accounts payable b. General correspondence c. Employment application d. Expired insurance policy ANS: A

An accounts payable record is considered an important record and should be retained for 5 to 7 years. General correspondence is considered a useful record. An employment application is considered a useful record. An expired insurance policy is considered a useful record. DIF: Recall REF: Important Records, p. 112 OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties 9. The practicality and need for paper documents continues to decline in dental practice

management. In most cases, electronic records are more secure and easier for all members of the dental team to access. a. Both statements are true. b. Both statements are false. c. The first statement is false; the second statement is true. d. The first statement is true; the second statement is false. ANS: A

Both statements are true. The practicality and need for paper documents continues to decline as the capability and scope of dental software provide secure, user-friendly functions, and storage for all types of clinical records. In most cases, electronic records are more secure and easier for all members of the dental team to access. DIF: Recall OBJ: 2

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REF: Intro, p. 111 | Components of a Clinical Record, p. 114 TOP: CDA, GC, II. Patient Management and Administrative Duties

10. The first phase in a record’s cycle is creation of the document. The last phase in a record’s

cycle is maintenance of the document. a. Both statements are true. b. Both statements are false. c. The first statement is false; the second statement is true. d. The first statement is true; the second statement is false. ANS: D

The first statement is true; the second statement is false. The first phase in a record’s cycle is creation of the document. The last phase in a record’s cycle is disposition. DIF: Comprehension REF: Overview of a Records Management System, p. 111 OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties 11. Which acronym stands for high blood pressure? a. HIV b. HBV c. HBP d. H2O2

ANS: C

HBP stands for high blood pressure. HIV stands for human immunodeficiency virus. HBV stands for hepatitis B virus. H2O2stands for hydrogen peroxide. DIF: Recall OBJ: 9

REF: Charting Symbols and Abbreviations, Table 7.1, p. 131 TOP: CDA, GC, II. Patient Management and Administrative Duties

12. If an administrative assistant chooses to transmit a transaction about a patient electronically,

under which act does this task fall? a. HHS b. ADA c. HIPAA d. NIOSHA ANS: C

The Health Insurance Portability and Accountability Act (HIPAA) mandates federal protection for individually identifiable health information. HHS is an acronym for the United States Department of Health and Human Services. ADA is an acronym for the Americans with Disabilities Act. NIOSHA is an acronym for the National Institute for Occupational Safety. DIF: Comprehension REF: Health Insurance Portability and Accountability Act, p. 112 OBJ: 3 TOP: CDA, GC, II. Patient Management and Administrative Duties 13. Which HIPAA form is posted in a clear and prominent location in the office that is visible to

any patient seeking service? a. Notice of Privacy PracticN esURSINGTB.COM b. Business Associate Agreement c. Staff Review of Policies and Procedures d. Acknowledgement of Receipt of Notice of Privacy Practices ANS: A

Notice of Privacy Practices presents information that the dental professional is required to give patients regarding the office’s privacy practices and is posted in the dental office visible to all patients. The Business Associate Agreement is a contract form that ensures the integrity and confidentiality of protected health information that a business associate may create or receive for or from the dental practice. Staff Review of Policies and Procedures is a form used to document HIPAA staff training. Acknowledgement of Receipt of Notice of Privacy Practices is the form the patient signs to acknowledge that he or she has received a copy of the Notice of Privacy Practices. DIF: Comprehension REF: Health Insurance Portability and Accountability Act, Box 7.1, p. 113 OBJ: 3 TOP: CDA, GC, II. Patient Management and Administrative Duties 14. Which is an example of a vital record in a dental office? a. Pamphlets b. Payroll records c. Accounts payable d. Patient’s financial record

ANS: D

A patient’s financial record is considered a vital record. Pamphlets are considered nonessential records. Payroll records are considered important records. Accounts payable is considered an important record. DIF: Recall REF: Vital Records, p. 112 OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties 15. What is an example of an important record in a dental office? a. Cash vouchers b. Meeting notifications c. General correspondence d. Federal regulatory records ANS: D

Federal regulatory records are considered important records. Cash vouchers are considered useful records. Meeting notifications are considered nonessential records. General correspondence is considered a useful record. DIF: Recall REF: Important Records, p. 112 OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties 16. Which tooth-numbering systems uses a bracket to indicate a quadrant in the mouth? a. FDI b. Palmer c. Universal ANS: B

The Palmer notation system assigns each of the four quadrants a bracket to designate the area of the mouth where the tooth is found. The Federation Dentaire International assigns a two-digit number to each tooth in any quadrant. The universal numbering system uses the numerals 1 to 32 for the permanent dentition. DIF: Recall OBJ: 8

REF: Tooth-Numbering Systems, pp. 126-127 TOP: CDA, GC, II. Patient Management and Administrative Duties

17. In the universal numbering system, the first permanent maxillary right premolar is number 5.

Using the same system, the first permanent mandibular right premolar is number 28. a. Both statements are true. b. Both statements are false. c. The first statement is false; the second statement is true. d. The first statement is true; the second statement is false. ANS: A

Both statements are true. The first permanent maxillary right premolar is number 5, and the first permanent mandibular right premolar is number 28. DIF: Comprehension REF: Tooth-Numbering Systems, Fig. 7.13, p. 126 OBJ: 8 TOP: CDA, GC, II. Patient Management and Administrative Duties 18. All of the following are considered nonessential records except: a. flyers.

b. meeting reminders. c. petty cash vouchers. d. outdated announcements. ANS: C

Petty cash vouchers are considered useful records. Flyers are considered nonessential records. Meeting reminders are considered nonessential records. Outdated announcements are considered nonessential records. DIF: Recall OBJ: 2

REF: Nonessential Records, p. 112 | Useful Records, p. 112 TOP: CDA, GC, II. Patient Management and Administrative Duties

19. Which form contains information about the patient’s insurance coverage? a. Consent form b. Registration form c. Health history form d. Laboratory prescription form ANS: B

A registration form contains general information such as addresses and phone numbers, as well as employment and insurance information. A consent form is a form that is signed to grant permission for administration of an anesthetic and other specified procedure. A health history form is a form that provides the patient’s complete health history and is signed by the patient. A laboratory prescription form is a form that accompanies each case a dentist sends to a dental laboratory and includes information about the case. DIF: Recall OBJ: 2

REF: Patient Registration and Health History Forms, p. 114 TOP: CD , II. G PatieBn. tM NA,RGCI CanaMgement and Administrative Duties

U S N T

20. SOAP notes is an acronym related to: a. infection control procedures. b. HIPPA requirements. c. clinical charting. d. electronic transfer of records. ANS: C

SOAP notes is a method of clinical charting: which includes subjective, objective, assessment, and plan (treatment) data. Infection control procedures, HIPPA requirements, and electronic transfer of records are not related to the acronym SOAP. DIF: Comprehension REF: Entering Data on a Clinical Chart, Box 7.3 p. 125 OBJ: 7 TOP: CDA, GC, II. Patient Management and Administrative Duties 21. The maxillary left central incisor in the primary dentition is tooth: a. B. b. E. c. F. d. J. ANS: C

F is the maxillary left central incisor in the primary dentition. B is the maxillary right first molar in the primary dentition. E is the maxillary right central incisor in the primary dentition. J is the maxillary left second molar in the primary dentition. DIF: Comprehension REF: Tooth-Numbering Systems, Fig. 7.13, p. 126 OBJ: 8 TOP: CDA, GC, II. Patient Management and Administrative Duties 22. The surface is found on the biting surface of the posterior teeth. a. incisal b. mesial c. lingual d. occlusal ANS: D

The occlusal surface is the biting surface of the posterior teeth. The incisal surface is found only on anterior teeth that have a biting edge. The mesial surface is the axial surface closest to the midline of the mouth. The lingual surface is the surface closest to the tongue. DIF: Comprehension REF: Tooth Surfaces, pp. 128-129 OBJ: 8 TOP: CDA, GC, II. Patient Management and Administrative Duties 23. In gathering new patient information and/or health history updates, an independent dental

hygiene practice will often work with: a. the patient’s family. b. the facility staff. c. the patient’s medical providers. d. all of the options e. none of the options ANS: D

All of the options. In gathering new patient information and/or health history updates, an independent dental hygiene practice will often work with a patient’s family members, facility staff, and a patient’s medical providers. DIF: Recall OBJ: 5

REF: Patient Registration and Health History Forms p. 116 TOP: CDA, GC, II. Patient Management and Administrative Duties

24. Independent dental hygiene practices should make it a standard to leave a record of treatment

for the school or care facility. This record should not include treatment recommendations. a. Both the statements are true. b. Both the statements are false. c. The first statement is true, and the second is false. d. The first statement is false, and the second is true. ANS: C

The first statement is true, and the second is false. Independent dental hygiene practices should make it a standard to leave a record of treatment for the school or care facility. This record should include date of treatment, type of services provided, clinical findings and treatment recommendations. DIF: Comprehension REF: Dental Diagnosis, Treatment Plan, Estimate, p. 120

OBJ: 5

TOP: CDA, GC, II. Patient Management and Administrative Duties 25. If copied and mailed, or digital radiographs are transmitted to another practitioner, the name

and date of transfer should be noted in the clinical chart. Using an encrypted method of electronic transfer is a requirement of HIPAA. a. Both the statements are true. b. Both the statements are false. c. The first statement is true, and the second is false. d. The first statement is false, and the second is true. ANS: A

If radiographs are copied and mailed, or if digital radiographs are transmitted to another practitioner, the name and date of transfer should be noted in the clinical chart. Using an encrypted method of electronic transfer is a requirement of HIPAA. DIF: Recall REF: Radiographs (X-ray Films), p. 122 OBJ: 10 TOP: CDA, GC, II. Patient Management and Administrative Duties | CDA, RHS, II. Quality Assurance and Radiology Regulations TRUE/FALSE 1. All data entered on a patient’s clinical record should be dated, include accurate and complete

information, and be initialed by the treating dentist and assistant. ANS: T

All data entered in a patient’s clinical chart as well as clinical notes should be dated, accurate, comprehensive, and signed oN r digita R lly I vGerifBie.d Cby tMhe treating dentist, hygienist, and assistant.

U S N T

DIF: Comprehension REF: Entering Data on a Clinical Chart, p. 123 OBJ: 7 TOP: CDA, GC, II. Patient Management and Administrative Duties 2. The Health Insurance Portability and Accountability Act of 1996 (HIPAA) was conceived to

protect electronic patient health information. ANS: T

HIPAA is a federal act that protects and enhances patient rights, including requirements for ensuring the privacy and security of electronically transmitted protected health information. DIF: Comprehension REF: Key Terms, p. 110 OBJ: 3 TOP: CDA, GC, II. Patient Management and Administrative Duties 3. The Health Insurance Portability and Accountability Act (HIPAA) does not apply to a

patient’s social security number. ANS: F

HIPAA applies to anything that ties a patient’s name or social security number to that person’s health, healthcare, or payment for healthcare. DIF: Recall OBJ: 3

REF: Health Insurance Portability and Accountability Act, p. 112 TOP: CDA, GC, II. Patient Management and Administrative Duties

4. In a legal case against the dentist, the patient’s record is not admissible in a court of law. ANS: F

In a malpractice suit, the dental record is legally admissible as evidence. It can be used for or against the dentist. DIF: Comprehension REF: Clinical Records, p. 113 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties 5. If the patient wants his or her radiographs transferred to another dental office, a request must

first be signed by that patient. ANS: T

If radiographs are transferred to another practitioner, a signed release request to from the patient must be retained in the patient’s record. DIF: Comprehension REF: Radiographs (X-rays), p. 122 OBJ: 10 TOP: CDA, GC, II. Patient Management and Administrative Duties | CDA, RHS, II. Quality Assurance and Radiology Regulations 6. The Federal Employment Eligibility Verification form is Form I-9. ANS: T

The Federal Employment Eligibility Verification form is Form I-9. DIF: Recall REF: Employment Forms, p. 132 OBJ: 11 TOP: CDA, GC, II. Patient MaNnagR emeI nt aG nd ABd. mC inistM rative Duties

U S N T

7. In the universal numbering system, tooth number 3 does not have an incisal edge. ANS: T

Tooth number 3 is the right maxillary first permanent molar and has an occlusal surface, not an incisal edge. DIF: Comprehension REF: Tooth-Numbering Systems, Fig. 7.13, p. 126 | Tooth Surfaces, Fig. 7.16, p. 129 OBJ: 8 TOP: CDA, GC, II. Patient Management and Administrative Duties 8. The statute of limitations is the period within which a patient can consent to a dental treatment

plan. ANS: F

The statute of limitations is the period within which a civil suit for alleged wrongdoing may be legally filed. DIF: Recall REF: Records Retention, p. 129 OBJ: 10 TOP: CDA, GC, II. Patient Management and Administrative Duties 9. Records have a life cycle, which begins with their disposition. ANS: F

Records have a life cycle, which begins with their creation and ends with their disposition. DIF: Recall OBJ: 2

REF: Overview of a Records Management System, p. 111 TOP: CDA, GC, II. Patient Management and Administrative Duties

10. The stage of the records life cycle that involves determining whether the data or information

should be retained is the Distribution phase. ANS: F

During the Distribution phase, the information may be distributed electronically or manually. It is during the Maintenance phase that it is determined whether the data or information should be retained. DIF: Recall OBJ: 2

REF: Overview of a Records Management System, p. 111 TOP: CDA, GC, II. Patient Management and Administrative Duties

Chapter 08: Business Record Storage Finkbeiner: Practice Management for the Dental Team, 9th Edition MULTIPLE CHOICE 1. Disposition is the final stage for any record in the dental office. The administrative assistant is

responsible for managing and maintaining records (both paper and electronic files) to meet state and federal requirements. a. Both the statements are true. b. Both the statements are false. c. The first statement is true, and the second is false. d. The first statement is false, and the second is true. ANS: A

Both the statements are true. Disposition is the final stage for any record in the dental office. The administrative assistant is responsible for managing and maintaining records (both paper and electronic files) to meet state and federal requirements. DIF: Recall REF: Intro, p. 133 OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties 2. Locating a record from files is referred to as: a. inspecting. b. retrieval. c. indexing. d. sorting. ANS: B

Successful retrieval means being able to find a record or document when needed in a minimal amount of time. Inspecting, indexing, and sorting are basic steps in preparing records for filing. Inspecting involves the review each record to determine whether it is something that must be filed. Indexing refers to determining under which caption or name an item is to be filed. Sorting is the arrangement of records in the order in which they are to be placed in a file. DIF: Comprehension REF: Managing Workstation Records Effectively, p. 140 OBJ: 7 TOP: CDA, GC, II. Patient Management and Administrative Duties 3. Which name would be filed first in alphabetical order? a. Rick Smith b. Ronald Smythe c. Richard Smythe d. Harold O. Smith ANS: D

Harold O. Smith would be filed first in alphabetical order. When alphabetizing patient names, file the last name first, then the first name, and then the middle name. DIF: Application REF: Basic Steps, Box 8.1, p. 135 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties 4. Which name would be filed last in alphabetical order?

a. b. c. d.

Rick Smith Ronald Smythe Richard Smythe Harold O. Smith

ANS: B

Ronald Smythe would be filed last in alphabetical order. When alphabetizing patient names, file the last name first, then the first name, and then the middle name. DIF: Application REF: Basic Steps, Box 8.1, p. 135 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties 5. Which dental supply company would be filed first in alphabetical order? a. Quick Copy b. QT Surgical Supply c. Albert D. Apple Laboratory d. Davis and Davis Laboratory ANS: C

Albert D. Apple Laboratory would be filed first in alphabetical order. When alphabetizing a firm or business name, file it in the order it is written unless it contains an individual’s name. DIF: Application REF: Basic Steps, Box 8.1, p. 135 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties 6. Which dental supply company would be filed last in alphabetical order? a. Quick Copy b. QT Surgical Supply c. Albert D. Apple Laboratory d. Davis and Davis Laboratory ANS: B

QT Surgical Supply would be filed last in alphabetical order. When alphabetizing a firm or business name, file it in the order it is written unless it contains an individual’s name. DIF: Application REF: Basic Steps, Box 8.1, p. 135 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties 7. Which is a filing system that includes items to be completed in the future? a. Tickler b. Subject c. Numerical d. Geographical ANS: A

A tickler filing system is a chronological method of filing that serves as a follow-up file and commonly contains the days of the month and the months of the year to alert the administrative assistant to perform a task. The subject filing system is the alphabetical arrangement of papers according to the subject or topic of the papers. The numerical filing system is a method of filing that assigns a number to each new patient or account. A geographical filing system is a method of filing that uses territorial division as a reference for filing.

DIF: Comprehension REF: Selecting the Appropriate Filing System, p. 138 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties 8. A filing system which is the alphabetical arrangement of papers according to topic of the

papers is called: a. tickler. b. subject. c. numerical. d. geographical. ANS: B

The subject filing system is the alphabetical arrangement of papers according to the subject or topic of the papers. A tickler filing system is a chronological method of filing that serves as a follow-up file and commonly contains the days of the month and the months of the year to alert the administrative assistant to perform a task. The numerical filing system is a method of filing that assigns a number to each new patient or account. A geographical filing system is a method of filing that uses territorial division as a reference for filing. DIF: Recall OBJ: 4

REF: Selecting the Appropriate Filing System, p. 137 TOP: CDA, GC, II. Patient Management and Administrative Duties

9. The use of at least two backup processes for electronic data is recommended. Both systems

should be maintained off-site for security. a. Both the statements are true. b. Both the statements are false. c. The first statement is true, and the second is false. d. The first statement is falsN e,UaR ndStI heNsG ecT oB nd.iC s tO ruMe. ANS: C

It is highly recommended to use at least two backup processes for electronic data: one maintained locally and one completely distinct and independent, that is, kept off-site. DIF: Comprehension REF: Electronic Files, p. 138 OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties 10. When transitioning from paper to electronic records the practice has a choice as to how much

of the patient’s history is transferred. It is not necessary to store all of the patient’s history. a. Both statements are true. b. Both statements are false. c. The first statement is false; the second statement is true. d. The first statement is true; the second statement is false. ANS: D

The first statement is true; the second statement is false. If the practice chooses to transfer the entire history of the patient’s record to the software, it may be feasible to destroy the paper record. However, if the practice determines they will only transfer current or limited information, the historical information will need to be stored. Ultimately, the entire history of the patient must be available if needed, either in physical or electronic form. DIF: Comprehension REF: Records Retention, p. 137 OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties

11. A chronological filing system is a method of filing by date. It can be used within an

alphabetical, geographical, subject, or numerical system. a. Both statements are true. b. Both statements are false. c. The first statement is false; the second statement is true. d. The first statement is true; the second statement is false. ANS: A

The first statement is true; the second statement is false. The chronological filing system is a method of filing by date. It can be used within an alphabetical, geographical, subject, or numerical system by filing the most recent correspondence in the front of the file folder. DIF: Recall OBJ: 4

REF: Selecting the Appropriate Filing System, pp. 137-138 TOP: CDA, GC, II. Patient Management and Administrative Duties

12. Which basic step determines under which caption an item needs to be filed? a. Sorting b. Coding c. Indexing d. Inspecting ANS: C

Indexing is the basic step of determining under which caption or name an item is to be filed. Sorting is the arrangement of records in the order in which they are to be placed in a file. Coding is assigning a code after the title of the electronic record, such as a letter or scanned copy of a report, has been determined, by giving the document a name when saving it. Inspecting involves the revieN wU eaRchSI reco GrdTtBo .deCterm Mine whether it is something that must be N O filed. DIF: Comprehension REF: Basic Steps, pp. 134-135 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties 13. Which of the following is an advantage of electronic healthcare records? a. Files are not lost. b. Information is filed automatically within the software program and may be

retrieved in a variety of formats. c. There is no need to understand basic organizational and filing principles. d. All of the options ANS: B

An advantage of electronic healthcare records is that information is filed automatically within the software program and may be retrieved in a variety of formats and levels of detail to be used by the administrative assistant. Electronic filing lessens the chance for a lost record, but loss can still occur when coding is done incorrectly, when names or information is misspelled, when data is entered incorrectly, or when the record is not placed in the correct electronic file. Although the vast implementation of electronic records in the dental office is minimizing the task of paper filing, there is still a need to understand basic organizational and filing principles for those items that do require manual organization. DIF: Recall REF: Intro, p. 134 OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties

14. Effective workstation records management positively impacts: a. patient satisfaction. b. time and motion. c. office finances. d. all of the options e. none of the options ANS: D

All of the options. This type of efficiency, ease of records retrieval, promotes patient satisfaction, eliminates time and motion, and ultimately helps to prevent financial loss. DIF: Comprehension REF: Managing Workstation Records Effectively, p. 140 OBJ: 7 TOP: CDA, GC, II. Patient Management and Administrative Duties 15. Which of the following is NOT usually part of the patient’s electronic record? a. Radiographs b. E-mails c. Models or other replicas of a patient’s oral cavity d. Videos e. None of the options ANS: C

Models and other replicas are not usually stored electronically. Radiographs, e-mails, and videos are easily stored in the patient’s electronic record. DIF: Comprehension REF: Intro, p. 134 OBJ: 3 TOP: CDA, GC, II. Patient MaNnagR ement and Administrative Duties | CDA, RHS, II. Quality U SING TB.C OM Assurance and Radiology Regulations TRUE/FALSE 1. The Federal Revised Rule 26 of the Rules of Civil Procedure of December 1993 requires

dental offices to make available all relevant records that must be kept in compliance with prevailing statutes and regulations. ANS: T

The retention and destruction of files have taken on additional importance since the federal Revised Rule 26 of the Rules of Civil Procedure was approved in December 1993. This rule requires organizations to make available all relevant records that must be kept in compliance with prevailing statutes and regulations. Delay or failure to find information makes an office vulnerable to financial loss and adverse legal judgments. DIF: Comprehension REF: Records Retention, p. 137 OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties 2. Encryption is the process of encoding information in such a way that only authorized parties

can read it. ANS: T

Encryption is the process of encoding information in such a way that only authorized parties can read it. DIF: Recall REF: Key Terms, p. 133 OBJ: 1 TOP: CDA, GC, II. Patient Management and Administrative Duties 3. The maintenance of financial records is the major responsibility of the clinical assistant. ANS: F

The maintenance of financial records is the major responsibility of the administrative assistant. DIF: Recall REF: Intro, p. 134 OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties 4. A paperclip is the preferred method of fastening material together in a paper file system. ANS: F

Do not use paperclips on filed material because it is easy for other materials to attach themselves to the clips. DIF: Recall OBJ: 7

REF: Managing Workstation Records Effectively, Box 8.3, p. 140 TOP: CDA, GC, II. Patient Management and Administrative Duties

5. Filing by topic best correlates with the alphabetical filing system. ANS: F

Filing by topic best correlateN sw ubTjeB ct.fC iliO ngMsystem. UiRthSthIeNsG DIF: Recall OBJ: 4

REF: Classification of Filing Systems, p. 137 TOP: CDA, GC, II. Patient Management and Administrative Duties

6. Filing by digit best correlates with the numerical filing system. ANS: T

Filing by digit best correlates with the numerical filing system. DIF: Comprehension REF: Classification of Filing Systems, p. 137 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties 7. Filing by location best correlates with the chronological filing system. ANS: F

Filing by location best correlates with the geographical filing system. DIF: Recall OBJ: 4

REF: Classification of Filing Systems, p. 137 TOP: CDA, GC, II. Patient Management and Administrative Duties

8. Filing by date best correlates with the subject filing system. ANS: F

Filing by date best correlates with the chronological filing system.

DIF: Recall OBJ: 4

REF: Classification of Filing Systems, pp. 137-138 TOP: CDA, GC, II. Patient Management and Administrative Duties

9. Filing by lettering best correlates with the alphabetical filing system. ANS: T

Filing by lettering best correlates with the alphabetical filing system. DIF: Recall OBJ: 4

REF: Classification of Filing Systems, p. 137 TOP: CDA, GC, II. Patient Management and Administrative Duties

10. IT companies belonging to the Dental Integrators Association adhere to a higher standard of

protection and encryption. ANS: T

IT companies belonging to the Dental Integrators Association adhere to a higher standard of protection and encryption. DIF: Recall REF: Equipment, p. 140 OBJ: 6 TOP: CDA, GC, II. Patient Management and Administrative Duties

Chapter 09: Written Communications Finkbeiner: Practice Management for the Dental Team, 9th Edition MULTIPLE CHOICE 1. If the information in an e-mail is very important it should be written in all capital letters. An

important e-mail needs to be sent immediately without proofreading. a. Both statements are true. b. Both statements are false. c. The first statement is false; the second statement is true. d. The first statement is true; the second statement is false. ANS: B

Both statements are false. Do not write in all CAPITALS. All e-mail needs to be reread. DIF: Comprehension REF: Basic Considerations, pp. 168, 170 | Email Ethics and Etiquette, Box 9.6, p. 170 OBJ: 9 TOP: CDA, GC, II. Patient Management and Administrative Duties 2. If the reference initials JSL: bf appear on a letter, the bf indicates the a. keyer’s b. dentist’s c. recipient’s d. dental office’s

_ initials.

ANS: A

It indicates the keyer’s initialN s. TR he kIeyeG r’s B in. itiC als M should be in lowercase and set one double U S N T O space after the keyed signature. DIF: Comprehension REF: Reference Initials, p. 157 OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties 3. Which is the typical order of a business letter, from top to bottom? a. Date line, inside address, reference initials, salutation, body of letter,

complimentary close, keyed signature b. Inside address, date line, salutation, body of letter, complimentary close, keyed

signature c. Date line, inside address, salutation, body of letter, complimentary close, keyed

signature, reference initials d. Date line, inside address, salutation, body of letter, complimentary close, reference

initials, keyed signature ANS: C

The typical order of a business letter, from top to bottom, is date line, inside address, salutation, body of letter, complimentary close, keyed signature, reference initials. DIF: Comprehension REF: Parts of a Business Letter, p. 154 OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties 4. Which is the most appropriate punctuation for the salutation in a business letter? a. Colon

b. Period c. Comma d. Semicolon ANS: A

A colon is most appropriate for the salutation in a business letter. DIF: Recall OBJ: 6

REF: Punctuation Styles in Business Letters, Table 9.2, p. 160 TOP: CDA, GC, II. Patient Management and Administrative Duties

5. The complimentary close is a single space after the last line of the body of the letter. The

complimentary close does not need to be capitalized. a. Both statements are true. b. Both statements are false. c. The first statement is false; the second statement is true. d. The first statement is true; the second statement is false. ANS: B

Both statements are false. The complimentary close is a double space after the last line of the body of the letter. The first word of the complimentary close should be capitalized. DIF: Recall REF: Complimentary Close, p. 156 OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties 6. When using a facsimile (FAX) machine, you must include a cover sheet. The transmission

cover sheet must indicate that the information is confidential. a. Both statements are true. b. Both statements are falseN . URSINGTB.COM c. The first statement is false; the second statement is true. d. The first statement is true; the second statement is false. ANS: A

Both statements are true. The use of facsimile (FAX) machine requires a transmission cover sheet and requires that transmitted information be maintained confidentially. DIF: Recall REF: Facsimile, p. 177 OBJ: 11 TOP: CDA, GC, II. Patient Management and Administrative Duties 7. E-mail does not require the same concern for punctuation that a written letter does. It is not

necessary to proofread an e-mail because it is just a quick system of messaging. a. Both statements are true. b. Both statements are false. c. The first statement is false; the second statement is true. d. The first statement is true; the second statement is false. ANS: B

Both statements are false. E-mail should not become a quick system for communication with no concern given to punctuation or formatting. Before sending an e-mail, it should be reread to check for any errors. DIF: Comprehension REF: Basic Considerations, pp. 168, 170 OBJ: 9 TOP: CDA, GC, II. Patient Management and Administrative Duties

8. A letter template can be created using word processing software. A letter template cannot be

personalized to the dental office. a. Both statements are true. b. Both statements are false. c. The first statement is false; the second statement is true. d. The first statement is true; the second statement is false. ANS: D

The first statement is true; the second statement is false. Letters can be created and stored as templates in an electronic file. The letter template can be personalized within minutes. DIF: Comprehension REF: Letters, p. 143 OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties 9. Which classification of mail would be used to send bulk advertising? a. Insured b. First-Class c. Registered d. Standard ANS: D

Standard mail is the new term for bulk mailing service offered for any item, including advertisements and merchandise, weighing less than 16 oz and doesn’t have to be sent First-class mail. Insured mail insures against loss or damage to the articles being mailed. First-class mail includes letters, postcards, and all matter sealed or otherwise closed against inspection. This service is required for personal correspondence, handwritten or typewritten letters, and bills or statementN s ofRaccI t. RB U Soun NG Teg.isCtere OMd mail is secured from the point of mailing to the point of delivery and insured up to $25,000 against loss or damage. DIF: Recall REF: Standard/Bulk Mail, p. 177 OBJ: 13 TOP: CDA, GC, II. Patient Management and Administrative Duties 10. In a business letter, how many line spaces should be provided below a complimentary close

for a keyboarded signature? a. One b. Two c. Three d. Four ANS: D

The keyboarded signature appears four line spaces below the complimentary close. DIF: Recall REF: Keyboarded Signature, p. 156 OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties 11. Which type of punctuation separates the name of a city from the name of a state? a. Colon b. Period c. Comma d. Semicolon

ANS: C

A comma separates the name of a city from the name of a state. DIF: Recall OBJ: 6

REF: Punctuation Styles in Business Letters, Table 9.2, p. 159 TOP: CDA, GC, II. Patient Management and Administrative Duties

12. Which is the correct salutation for a formal business letter sent to Charles Rinkle, PhD? a. Dear Sir: b. Dear Charles: c. Dear Mr. Rinkle: d. Dear Dr. Rinkle: ANS: D

Dear Dr. Rinkle is the correct salutation here. When writing to an individual, the most appropriate salutation is the individual’s name; however, it is most appropriate to refer to this person as a doctor because he has a PhD. DIF: Comprehension REF: Salutation, Box 9.3, p. 156 OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties 13. What is wrong with this inside address?

Dr. Mark French, DDS 240 English Dr. Tacoma, WA 87346 a. There should be a period after “WA.” b. The use of “Dr.” and “DDS” is redundant. Nm c. There should not be a com nc. h.C ” OM UaRaSftIerN“GFrTeB d. “Dr.” in the second line should not be abbreviated. ANS: B

Either “Dr. Mark French” or “Mark French, DDS” is appropriate, but using both “Dr.” and “DDS” is redundant. DIF: Comprehension REF: Inside Address, p. 154 OBJ: 6 TOP: CDA, GC, II. Patient Management and Administrative Duties 14. Which form of mail requires the sender to have a confirmation of delivery? a. Certified b. First-class c. Periodicals d. Standard ANS: A

Certified mail provides the sender with a receipt and the recipient’s signature confirming delivery. First-class mail, Periodicals, and standard mail do not require sender to have a signature confirming delivery. DIF: Comprehension REF: Certified Mail, p. 176 OBJ: 13 TOP: CDA, GC, II. Patient Management and Administrative Duties 15. Which website would be used to obtain an unknown ZIP code?

a. b. c. d.

http://abc.go.com http://www.irs.gov http://www.ups.com http://www.usps.com

ANS: D

The web site http://www.usps.com can be used to obtain an unknown ZIP code At the U.S. Postal Service website, select the ZIP code navigation bar, and you can obtain the ZIP code for any address. DIF: Recall REF: Preparing the Envelope, p. 167 OBJ: 8 TOP: CDA, GC, II. Patient Management and Administrative Duties 16. A letter should be inserted into an envelope so the upper third of the letter is facing the reader

when the reader removes it. The date and inside address should be visible when the letter is opened. a. Both statements are true. b. Both statements are false. c. The first statement is false; the second statement is true. d. The first statement is true; the second statement is false. ANS: A

Both statements are true. A letter should be inserted into an envelope so the upper third of the letter is facing the reader when the reader removes it. The date and inside address should be visible when the letter is opened. DIF: Comprehension REF: Folding and Inserting the Letter, Fig. 9.11, p. 169 OBJ: 8 TOP: CD A , G C , I I. P tM N R I GatieBn. CanaMgement and Administrative Duties

U S N T

17. Which term best represents the phrase “all of the necessary information is included”? a. Concise b. Accuracy c. Complete d. Courtesy ANS: C

When all of the necessary information is included, it is considered complete. When the information is briefly stated, it is concise. There is accuracy when the data, details, spelling, and grammar are correct. Courtesy is employed by avoiding the use of derogatory remarks. DIF: Comprehension REF: Characteristics of an Effective Letter, p. 154 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties 18. It is recommended to use third-person pronouns when writing business letters because using

this approach puts the reader in the center of the message. a. Both the statement and the reason are CORRECT and related. b. Both the statement and the reason are correct but NOT related. c. The statement is correct, but the reason is NOT. d. The statement is NOT correct, but the reason is CORRECT. e. NEITHER the statement nor the reason is CORRECT. ANS: E

NEITHER the statement nor the reason is CORRECT. It is recommended to use second-person pronouns when writing business letters because using this approach puts the reader in the center of the message. DIF: Comprehension REF: Characteristics of an Effective Letter, p. 153 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties 19. When shipping to a dental laboratory, all materials that have had contact with the oral cavity

must be handled in compliance with OSHA before packaging. Each case should be disassembled from articulators and each item wrapped separately. a. Both statements are true. b. Both statements are false. c. The first statement is false; the second statement is true. d. The first statement is true; the second statement is false. ANS: B

Both statements are true. All impressions or devices that have been placed in the patient’s mouth must be disinfected in compliance with Occupational Safety and Health Administration (OSHA) guidelines before packaging. The contents should be carefully wrapped. The case should be disassembled from articulators, and each item should be wrapped separately for reassembly when the package is received by the laboratory. DIF: Recall REF: Laboratory Services, p. 178 OBJ: 14 TOP: CDA, GC, II. Patient Management and Administrative Duties | ICE, II. Prevent Cross-Contamination During Procedures 20. When processing incoming mail, it is important to first sort for payments and process them.

The personal mail is sorted aN ndUdRisS trI ibN utG edTsB ec.oC ndO. M a. Both statements are true. b. Both statements are false. c. The first statement is false; the second statement is true. d. The first statement is true; the second statement is false. ANS: B

Both statements are false. After the initial sorting, the personal mail should be distributed to the intended recipients and placed so that it will receive prompt attention. DIF: Recall REF: Processing Incoming Mail, p. 178 OBJ: 15 TOP: CDA, GC, II. Patient Management and Administrative Duties TRUE/FALSE 1. If you use spellcheck on a computer software system, you can be assured that all words in a

letter will be spelled correctly. ANS: F

Although software packages provide a spellchecker, many dental terms are not in the dictionary unless you insert them. Also, words may be misused even though they are spelled correctly. DIF: Comprehension

REF: Proofreading the Letter, p. 163

OBJ: 8

TOP: CDA, GC, II. Patient Management and Administrative Duties

2. The U.S. Postal Service does not recommend punctuation be used on the address on an

envelope. ANS: T

The U.S. Postal Service prefers that punctuation is not used, with the exception of a hyphen in the ZIP+4 code or a hyphen that appears in the primary number of the delivery address, such as 51-234 HANCOCK ST. DIF: Recall OBJ: 8

REF: Punctuation on Address Labels, p. 168 TOP: CDA, GC, II. Patient Management and Administrative Duties

3. The address on the envelope should agree with the inside address of the letter. ANS: T

The address on the envelope should agree with the inside address of the letter DIF: Recall REF: Preparing the Envelope, p. 167 OBJ: 8 TOP: CDA, GC, II. Patient Management and Administrative Duties 4. With the use of word processing and graphics software, it is possible to eliminate the purchase

of preprinted stationery. ANS: T

A popular alternative to purchasing stationery is to create the letterhead using appropriate computer software.

NURSINGTB.COM

DIF: Comprehension REF: Selecting Stationery Supplies, p. 149 OBJ: 3 TOP: CDA, GC, II. Patient Management and Administrative Duties 5. A letter in block format should have the left margin left-justified with no indentations. ANS: T

A letter in block format should have the left margin left-justified with no indentations. DIF: Comprehension REF: Selecting the Format, Fig. 9.9, pp. 164-165 OBJ: 8 TOP: CDA, GC, II. Patient Management and Administrative Duties 6. When writing a referral letter for treatment that includes a tooth number, it is important to

include the tooth name because a variety of numbering systems are used. ANS: T

The tooth name should be written out completely to avoid error in interpretation. DIF: Comprehension REF: Referrals for Consultation or Treatment, p. 148 | Selecting Format, Box 9.4, p.163 OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties 7. USPS and UPS are synonymous terms. ANS: F

USPS stands for the U.S. Postal Service, and UPS stands for United Parcel Service. These are two separate companies. DIF: Comprehension REF: Managing Office Mail, p. 175 | Mailing Services, Shipping Providers, p. 178 OBJ: 13 TOP: CDA, GC, II. Patient Management and Administrative Duties 8. When using the attention line on an envelope, the information for the attention line precedes

the line of the name of the firm or building. ANS: T

If the letter or package is sent to the attention of an individual, that information precedes the line giving the name of the firm or building. DIF: Recall REF: Address Format, p. 168 OBJ: 8 TOP: CDA, GC, II. Patient Management and Administrative Duties 9. Open punctuation is the use of punctuation within a letter; a colon follows the salutation, and

a comma follows the complimentary close. ANS: F

Open punctuation is the elimination of punctuation after the salutation and the complimentary close. DIF: Recall OBJ: 6

REF: Punctuation Styles in Business Letters, p. 158 TOP: CDA, GC, II. Patient Management and Administrative Duties

the er that directs the letter to a particular 10. The subject line is the line atN URbeg SIinni NGngToBf.aClett OM individual or department within an organization. ANS: F

The subject line is a statement that concisely states what the letter is about. DIF: Recall REF: Subject Line, p. 157 OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties 11. When the dentist is on vacation, the administrative assistant is responsible for handling the

mail. ANS: T

When the dentist is away from the office, the administrative assistant is responsible for handling all mail. DIF: Comprehension REF: Managing Mail in the Dentist’s Absence, p. 179 OBJ: 16 TOP: CDA, GC, II. Patient Management and Administrative Duties

Chapter 10: Telecommunications Finkbeiner: Practice Management for the Dental Team, 9th Edition MULTIPLE CHOICE 1. The dental office is located in the Eastern Time Zone. The administrative assistant wants to

place a telephone call to the dental laboratory located in the Pacific Time Zone. It is 11:00 AM at the dental office. What time is it at the dental laboratory? a. 7:00 AM b. 8:00 AM c. 9:00 AM d. 10:00 AM ANS: B

It is 8:00 AM at the dental laboratory. Pacific Standard Time is 3 hours behind Eastern Standard Time. DIF: Application OBJ: 8

REF: Managing Outgoing Calls, Fig. 10.14, p. 196 TOP: CDA, GC, II. Patient Management and Administrative Duties

2. All of the following terms would be appropriate when referring to a patient who is no longer a

patient in the dental practice except one. Which one is the exception? a. “Old patient” b. “Prior patient” c. “Former patient” d. “Previous patient” ANS: A

“Old patient” is not appropriate. This phrasing does not create a good visual image. DIF: Recall OBJ: 5

REF: Creating a Good Image, Figure 10.12, p. 192; Table 10.2, p. 193 TOP: CDA, GC, II. Patient Management and Administrative Duties

3. When making an outgoing call, you should announce yourself by saying: a. “Hi, this is Mary.” b. “This is Mary from the office.” c. “This is Dr. Smith’s office calling.” d. “This is Mary from Dr. Smith’s office.” ANS: D

“This is Mary from Dr. Smith’s office” is correct. When your call is answered, you should identify yourself and the name of the dentist for whom you are calling. DIF: Comprehension REF: Managing Outgoing Calls, p. 195 OBJ: 8 TOP: CDA, GC, II. Patient Management and Administrative Duties 4. A transmission machine that can scan a document and transmits an image of a document over

a standard telephone line is a: a. FAX. b. pager. c. Twitter.

d. smartphone. ANS: A

FAX—A facsimile transmission machine (FAX) is a scanning device that can transmit an image of a document over standard telephone lines. A pager is a telecommunication device that allows a person to receive accurate messages instantly or that alerts the person to return a call. Twitter is an online social networking service that enables users to send and read short text messages, called “Tweets.” A smart phone is a mobile telephone that also supports e-mail, text messaging, Internet use, photography, and a variety of other computer functions. DIF: Recall OBJ: 3

REF: Facsimile Communication System, p. 188 TOP: CDA, GC, II. Patient Management and Administrative Duties

5. Which sentence should be avoided when communicating with a patient about the location of

the dentist? a. “The dentist is tied up.” b. “The dentist is with a patient.” c. “The dentist is not available at this time.” d. “The dentist is unable to leave the treatment room at this time.” ANS: A

“The dentist is tied up” presents a negative visual image and should be avoided when communicating with a patient. “The dentist is with a patient,” “The dentist is not available at this time,” and “The dentist is unable to leave the treatment room” all present positive visual images and are acceptable when communicating with a patient. DIF: Recall OBJ: 5

REF: Creating a Good Image, Figure 10.12, p. 192; Table 10.2, p. 193 TOP: CD , II. G PatieBn. tM NA,RGCI CanaMgement and Administrative Duties

U S N T

6. Search engine optimization (SEO) increases the number of visitors to a website by ensuring

that the site appears higher on the search result list returned by the search engine. a. Both the statement and the reason are CORRECT and related. b. Both the statement and the reason are correct but NOT related. c. The statement is correct, but the reason is NOT. d. The statement is NOT correct, but the reason is CORRECT. e. NEITHER the statement nor the reason is CORRECT. ANS: A

Both the statement and the reason are CORRECT and related. Search engine optimization also referred to SEO, is the process of maximizing the number of visitors to a particular (your dental office’s) website by ensuring that the site appears high on the list of search results returned by search engines. DIF: Comprehension REF: Search Engine Optimization, p.198 OBJ: 11 TOP: CDA, GC, II. Patient Management and Administrative Duties 7. Which phrase should be eliminated from a dental healthcare professional’s vocabulary? a. “Drill the tooth.” b. “Open the tooth.” c. “Prepare the tooth.” d. “Examine the tooth.”

ANS: A

“Drill the tooth” portrays a negative visual image and should not be used. “Open the tooth,” “prepare the tooth,” and “examine the tooth” all present a positive visual image and are acceptable when communicating with a patient. DIF: Comprehension REF: Creating a Good Image, Table 10.2, p. 193 OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties 8. What time is it in New York if it is 9:00 AM in Michigan? a. 7:00 AM b. 8:00 AM c. 9:00 AM d. 10:00 AM ANS: C

Michigan and New York are both in the Eastern Time Zone. DIF: Application OBJ: 8

REF: Managing Outgoing Calls, Fig. 10.14, p. 196 TOP: CDA, GC, II. Patient Management and Administrative Duties

9. Which is the most courteous action to take when terminating a telephone call with a patient? a. Tell the patient you are busy and hang up. b. Whoever initiated the call should be the first to terminate it. c. Terminate the call as soon as there is a lull in the conversation. d. Hang up quickly so the patient does not continue the conversation. ANS: B

Whoever initiated the call shN ouldRbeI theG firsB t t. oC termMinate it.

U S N T

DIF: Comprehension REF: Managing Incoming Calls, Box 10.4, p. 193 | Managing Outgoing Calls, p. 195 OBJ: 8 TOP: CDA, GC, II. Patient Management and Administrative Duties 10. All of the following are interrelated components of the speaking voice except one. Which one

is the exception? a. Rate b. Pitch c. Quantity d. Loudness ANS: C

The speaking voice has four separate but interrelated components, which are loudness, pitch, rate, and quality. DIF: Comprehension REF: Speaking Voice, p. 189 OBJ: 6 TOP: CDA, GC, II. Patient Management and Administrative Duties 11. If the dentist wants to speak to several people in various locations at the same time, a

be initiated. a. collect call b. call holding c. call forwarding

can

d. conference call ANS: D

A conference call allows several people to participate, often from a number of different locations. A collect call is a long-distance telephone call that is to be paid for by the person or station receiving it. Call holding is a feature of many telephone systems that allows a second call to be answered while the first caller “holds” on the line. Call forwarding is a telephonic feature that automatically relays a call to another telephone number. DIF: Recall REF: Telephone Features, p. 185 OBJ: 3 TOP: CDA, GC, II. Patient Management and Administrative Duties 12. The overall volume of your voice is known as the a. rate b. pitch c. quality d. loudness

component.

ANS: D

Loudness refers to the volume of your voice. The rate of speaking is how fast or slow a person speaks. Pitch is the tone of the voice. Voice quality is the clarity of the voice. DIF: Recall REF: Speaking Voice, p. 189 OBJ: 6 TOP: CDA, GC, II. Patient Management and Administrative Duties 13. All of the following are good telephone personality characteristics except one. Which one is

the exception? a. Alertness b. Speediness c. Distinctness d. Expressiveness ANS: B

Speediness is not one of good telephone personality characteristics. To achieve a good telephone personality, develop the qualities of alertness, expressiveness, interest, naturalness, and distinctness. DIF: Comprehension REF: Speaking Voice, p. 190 OBJ: 7 TOP: CDA, GC, II. Patient Management and Administrative Duties 14. Which social media format is limited to 280-character text messages? a. Blog b. Twitter c. Website d. Facebook ANS: B

Twitter is a social networking service that enables users to send and read short 280-character text messages, called “Tweets.” A blog is a Web page that serves as a publicly accessible personal journal and can exceed 280 characters. A website is a location connected to the Internet that maintains one or more pages on the Internet and can exceed 280 characters. Facebook is the name of a social networking service, and posts can exceed 280 characters.

DIF: Comprehension REF: Key Terms, p. 181 | Social Media, pp. 197-198 OBJ: 10 TOP: CDA, GC, II. Patient Management and Administrative Duties 15. There are four time zones in the United States. The four time zones are North, South, East,

and West. a. Both statements are true. b. Both statements are false. c. The first statement is false; the second statement is true. d. The first statement is true; the second statement is false. ANS: D

The first statement is true; the second statement is false. The United States is divided into four time zones: Eastern, Central, Mountain, and Pacific. DIF: Recall REF: Managing Outgoing Calls, p. 196 OBJ: 8 TOP: CDA, GC, II. Patient Management and Administrative Duties 16. All of the following would be considered telecommunication hardware except one. Which one

is the exception? a. Pager b. Website c. Smartphone d. Facsimile (FAX) machine ANS: B

A website is a virtual location on the Internet containing several subject or company related web pages and data files acceNssibRle tI hrouGgh B a browser. A pager, a smartphone, and a facsimile U Stelecommunication N T .COM hardware. (FAX) machine may be considered DIF: Comprehension REF: Forms of Communication in Dentistry, p.182 | Key Terms, p. 181 OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties TRUE/FALSE 1. A facsimile transmission machine is a telecommunication device that allows a person to

receive accurate messages instantly or that alerts the person to return a call. ANS: F

A pager is a telecommunication device that allows a person to receive accurate messages instantly or that alerts the person to return a call. DIF: Recall REF: Pagers, p. 186 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties 2. An instant messaging system is a nonverbal way in which the dentist and dental staff can

communicate within the office by means of a light system. ANS: F

An instant messaging system involves the use of brief written messages that staff members send to one another via computers located throughout the office. DIF: Comprehension REF: Instant Messaging System, pp. 187-188 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties 3. A hands-free telephone allows the administrative assistant to save time while multitasking. ANS: T

A hands-free telephone allows the administrative assistant to work on the computer, access records, or perform some other task while talking on the telephone. DIF: Recall REF: Telephones, p. 184 OBJ: 3 TOP: CDA, GC, II. Patient Management and Administrative Duties 4. WiFi is a technology that allows an electronic device to connect to the Internet through a wire. ANS: F

WiFi is a technology that allows an electronic device to exchange data or connect to the Internet wirelessly. DIF: Recall OBJ: 2

REF: Key Terms, p. 181 | Forms of Communication, p. 182 TOP: CDA, GC, II. Patient Management and Administrative Duties

5. The correct wording to use when ending a telephone call with a patient is “bye-bye.” ANS: F

“Goodbye” is the correct worNdU inR gS toIuN seGwThB en.eCnO diM ng a conversation with a patient. DIF: Comprehension REF: Speaking Voice, p. 190 | Managing Outgoing Calls, p. 195 OBJ: 8 TOP: CDA, GC, II. Patient Management and Administrative Duties

Chapter 11: Appointment Management Systems Finkbeiner: Practice Management for the Dental Team, 9th Edition MULTIPLE CHOICE 1. An appointment book a. file b. folder c. matrix d. binder

is the framework around which appointments are made.

ANS: C

An appointment book matrix (or outline) is the framework around which appointments are made. An appointment file (or folder) holds loose papers that are arranged in a particular order for easy reference. An appointment folder (or file) holds loose papers that are arranged in a particular order for easy reference. A binder is a cover for holding loose sheets of paper together. DIF: Recall OBJ: 2

REF: Designing the Appointment Book Matrix, p. 203 TOP: CDA, GC, II. Patient Management and Administrative Duties

2. The objectives of efficient appointment management include all except which of the

following? a. Reduce staff tension. b. Maximize productivity. c. Allow for maximum down time. N R I G B.C M O d. Maintain concern for patienUt neSedsN . T ANS: C

Efficient appointment management allows for all available chair time to be used and for no down time. The entire staff of a dental office should analyze the practice and determine an organized system of appointment control that maximizes productivity, reduces staff tension, and maintains concern for patients’ needs. DIF: Comprehension REF: Intro, p. 200 OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties 3. With a computer terminal available in the hygiene operatory, the opportunity for rescheduling

hygiene patients is enhanced because patients prefer to schedule with their hygienist while in the chair than with a business team member at checkout. a. Both the statement and the reason are CORRECT and related. b. Both the statement and the reason are correct but NOT related. c. The statement is correct, but the reason is NOT. d. The statement is NOT correct, but the reason is CORRECT. e. NEITHER the statement nor the reason is CORRECT. ANS: A

Both the statement and the reason are CORRECT and related. In today’s dental practice, you will find that there is likely to be a computer terminal in every treatment room as well as in the business office. For the dental hygienist, this direct access to the appointment scheduler allows for more freedom in scheduling appointments and managing the hygiene schedule. In fact, studies have shown that patients are more likely to schedule with their hygienist while in the chair than with a business team member at checkout. DIF: Comprehension REF: Intro, p. 200 OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties 4. Which type of treatment is commonly dovetailed in an appointment schedule? a. Oral prophylaxis b. Crown preparation c. Denture adjustment d. Dental laminate preparation ANS: C

Only minor types of treatment can be dovetailed into the schedule. DIF: Comprehension REF: Dovetailing, p. 211 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties 5. Which time of day is considered most appropriate to schedule an appointment for a young

child? a. Early morning b. Late in the day c. Following lunchtime d. Just prior to nap time ANS: A

Early morning is considered most appropriate for treating young children because it does not interfere with nap or activity times. DIF: Recall REF: Young Children, pp. 207-208 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties 6. The schedule and any associated openings are the responsibility of the scheduling coordinator

and the clinical assistant. Discussions of how to pursue filling any openings remain with clinical assistant and scheduling coordinator. a. Both statements are true. b. Both statements are false. c. The first statement is false; the second statement is true. d. The first statement is true; the second statement is false. ANS: B

Both statements are false. When openings appear everyone on the team should see this as an urgent matter. Openings should be discussed with the team and all efforts need to be made to completely fill the schedule. DIF: Comprehension REF: Intro, p. 200 OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties

7. Which is the most common unit of time used for appointment scheduling in an expanded

function practice? a. 5 minutes b. 10 minutes c. 20 minutes d. 30 minutes ANS: B

A 10-minute increment (unit) has become generally accepted for expanded function practices. DIF: Comprehension REF: Designing the Appointment Book Matrix, p. 203 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties 8. Which is the appropriate action to take when a patient arrives with an appointment card that

states she has a dental appointment that day but the schedule does not indicate an appointment for the patient? a. Tell the patient she is going to have to wait a long time to be seen. b. Inform the patient you are sorry, but there is no way she can be seen today. c. Explain there was a scheduling error and work the patient into the schedule. d. Blame the mistake on the person that made the error and reschedule the patient. ANS: C

If a staff member made the error, an apology is necessary, and the patient should be seen by the dentist. DIF: Comprehension REF: Patient Who Arrives on the Wrong Day, p. 209 OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties

N R I G B.C M

U allows S NforTtracking O of appointments that were canceled and 9. An electronic appointment book not rescheduled. Electronic scheduling can be used to set production goals for the dental practice. a. Both statements are true. b. Both statements are false. c. The first statement is false; the second statement is true. d. The first statement is true; the second statement is false. ANS: A

Both statements are true. An electronic appointment book allows for tracking of appointments that were canceled and not rescheduled and scheduling can set production goals for the practice. DIF: Comprehension REF: The Electronic Appointment Book, pp. 200-201, 203 OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties 10. Time studies are recommended to determine the time needed for procedures. The operative

time required to complete procedures is the determining factor. a. Both statements are true. b. Both statements are false. c. The first statement is false; the second statement is true. d. The first statement is true; the second statement is false.

ANS: D

The first statement is true; the second statement is false. To determine the amount of time per procedure it is recommended that a time study be conducted. Care should be given to consider the time needed to clean and prepare a treatment room when making this schedule. DIF: Comprehension REF: Appointment Time Schedule, p. 206 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties 11. Which is the first question to ask a patient that calls the dental office and wants to see the

dentist due to a toothache? a. Does your insurance cover emergency care? b. What has been going on? c. How are you going to pay for the office visit? d. Why did you wait until you had a toothache to call? ANS: B

When a patient calls and requests an immediate appointment for a toothache, the patient should be asked open-ended questions such as “tell me what is going on”?. In order to determine the urgency of the appointment, it is important to know the following information about the patient: How long has the tooth been an issue? Which tooth is it? What symptoms is the patient experiencing, and what they have done to relieve the pain? DIF: Comprehension REF: Emergency Patients, p. 207 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties 12. Time is set aside in an appointment book framework for all except which of the following? a. Holidays b. Lunch hour c. Staff meetings d. Morning huddle time ANS: D

Morning huddle time need not be part of the matrix because it is routinely done each morning. DIF: Comprehension REF: Designing the Appointment Book Matrix, p. 206 OBJ: 3 TOP: CDA, GC, II. Patient Management and Administrative Duties 13. When scheduling appointments for school children, all of the following are considerations for

the scheduling team, except one. Which one is the EXCEPTION? a. Offer times between 10:00 AM and 2:30 PM, first. b. Suggest the child’s lunch hour or a school holiday. c. Schedule the same day and time for each visit. d. Suggest that practice prefers to hold after school appointments for those children that can’t miss school due to academic struggles. ANS: C

Do not simply schedule the same day and time for each visit. Offer times between 10:00 AM and 2:30 PM, first, because these are the times that are the most difficult to fill. Suggest the child’s lunch hour or a school holiday. Suggest that practice prefers to hold after school appointments for those children that can’t miss school due to academic struggles and ask if it is at all possible to schedule an appointment for a different time.

DIF: Comprehension REF: Young Children, p. 208 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties 14. Which of the following is a common component of electronic software scheduling packages? a. HIPAA compliant modes b. Ability to track broken appointments c. Short-call list d. All of the options ANS: D

All of the options. Common electronic software scheduling packages generally have a number of components, including HIPAA compliant modes, ability to track broken appointments, and a short-call list. DIF: Recall OBJ: 3

REF: The Electronic Appointment Book, pp. 201, 203 TOP: CDA, GC, II. Patient Management and Administrative Duties

15. Early morning appointments are generally most convenient for older adults. When confirming

their appointment, make sure to repeat the days and times several times to the patient during the course of the conversation. a. Both statements are true. b. Both statements are false. c. The first statement is false; the second statement is true. d. The first statement is true; the second statement is false. ANS: C

The first statement is false; the second statement is true. Although they may arise early, these patients may find rush-hour tN raffR ery G UicSvI Ndisc TBon.cCertin OMg, whereas others may find it difficult to get out the door quickly in the morning. Older patients may also find it difficult to remember times or function with technology. Find the best method for confirming their appointments and make sure to repeat the days and times several times to the patient during the course of the conversation. DIF: Comprehension REF: Older Adults, p. 208 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties TRUE/FALSE 1. Time may be assigned to an advanced-function assistant to perform legally allowable clinical

tasks without the dentist needing to be assigned to the patient. ANS: T

Time may be assigned to an advanced-function assistant to perform legally allowable clinical tasks without the dentist needing to be assigned to the patient. DIF: Recall OBJ: 7

REF: Scheduling Patients in an Advanced-Function Practice, p. 217 TOP: CDA, GC, II. Patient Management and Administrative Duties

2. Difficult cases, such as crown and bridge work, are always scheduled in the early morning. ANS: F

Early morning generally has been considered the best time for extensive treatment; however, difficult cases are scheduled according to the dentist’s body clock. DIF: Recall REF: The Dentist’s Body Clock, p. 208 OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties 3. The short-call list is a list of patients with dental emergencies. ANS: F

A short-call list is a list of people who can be contacted quickly to fill an opening in the appointment book. DIF: Recall OBJ: 2

REF: The Electronic Appointment Book, pp. 201, 203 TOP: CDA, GC, II. Patient Management and Administrative Duties

4. When scheduling appointments, it is best to schedule appointments in the middle of a large

block of time. ANS: F

Always begin to schedule appointments at the bottom or top of a large block of time, never in the middle. DIF: Recall REF: Entering Appointments, p. 212 OBJ: 6 TOP: CDA, GC, II. Patient Management and Administrative Duties 5. Patients should not be moved up or down in the schedule simply for convenience of the

practice. ANS: T

Patients should only be rescheduled when absolutely necessary. Do not try to move patients up or down simply for convenience of the practice. Instead, try to fill the openings in between first. DIF: Recall REF: Rescheduling Patients, p. 209 OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties

Chapter 12: Inventory Systems and Supply Ordering Finkbeiner: Practice Management for the Dental Team, 9th Edition MULTIPLE CHOICE 1. Which item is a capital item? a. Computer b. Stationery c. Mouth mirror d. Evacuator tip ANS: A

A computer is a capital item because it is costly and seldom replaced. Stationery is an expendable, single-use item. A mouth mirror is a nonexpendable, reusable item. An evacuator tip, if plastic is an expendable, single-use item; or if stainless steel is a nonexpendable item. DIF: Recall REF: Basic Categories, p. 221 OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties 2. Which item is an expendable item? a. Autoclave b. Dental unit c. Patient napkin d. Dental explorer ANS: C

Patient napkins are an expendNabl ingl e-us em. URe,SsI NG TBe .itC OMAn autoclave is a capital item because it is costly and seldom replaced. A dental unit is a capital item because it is costly and seldom replaced. A dental explorer is a nonexpendable, reusable, item. DIF: Comprehension REF: Basic Categories, p. 221 OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties 3. Which item is a nonexpendable item? a. Stationery b. Dental chair c. Mouth mirror d. Patient napkin ANS: C

A mouth mirror is a nonexpendable, reusable item. Stationery is an expendable, single-use item. A dental chair is a capital item because it is costly and seldom replaced. A patient napkin is an expendable, single-use item. DIF: Comprehension REF: Basic Categories, p. 221 OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties 4. Which is NOT a factor when determining the amount of a dental supply to order? a. Rate of use b. Time of year c. Length of delivery time

d. Amount of storage space ANS: B

Time of year is not a consideration when determining the amount of a dental supply to order. When ordering supplies, many factors must be determined, including the rate of use of the item, the length of delivery time, and the amount of storage space. DIF: Comprehension REF: Determining Supply Quantity, pp. 227-228 OBJ: 6 TOP: CDA, GC, II. Patient Management and Administrative Duties 5. Which entry should appear on a capital equipment inventory record? a. Delivery date b. Serial number c. Size of the item d. Color of the equipment ANS: B

The capital equipment inventory record includes important information about the item, including date of purchase, serial numbers, and warranty dates. DIF: Comprehension REF: Capital Equipment Inventory Control, p. 221; Figure 12.1, p. 222 OBJ: 3 TOP: CDA, GC, II. Patient Management and Administrative Duties 6. A packing slip is a list of the items included in an order. An invoice contains the price of each

item enclosed in a package. a. Both statements are true. b. Both statements are false. R I G B.C M NU S N T O c. The first statement is false; the second statement is true. d. The first statement is true; the second statement is false. ANS: A

Both statements are true. A packing slip is a list of the items included in an order. An invoice is a list of the contents of a package, the price of each item enclosed, and the total charge. DIF: Comprehension REF: Receiving Supplies, p. 229 OBJ: 7 TOP: CDA, GC, II. Patient Management and Administrative Duties 7. A list of the large, costly items and equipment in the dental office is known as: a. nonexpendable inventory. b. manual. c. overhead. d. capital inventory. ANS: D

Capital supplies are large, costly items that are seldom replaced, such as computers, sterilizers, and dental units. Nonexpendable inventory refers to reusable items that do not constitute a major expense. An office manual outlines the general procedures and policies that govern the way in which the office is managed. Office overhead refers to all nonlabor expenses required to operate the dental office. DIF: Comprehension

REF: Basic Categories, p. 221 | Designing an Inventory System, p. 221 OBJ: 3 TOP: CDA, GC, II. Patient Management and Administrative Duties 8. Items that are discarded after one use are called: a. essentials. b. expendables. c. capital items. d. nonexpendable. ANS: B

Expendable supplies are single-use items that are discarded after one use. Essentials is not a term used in reference to supplies categories. Capital items are costly items that are seldom replaced. Nonexpendables are reusable items that do not constitute a major expense. DIF: Comprehension REF: Basic Categories, p. 221 OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties 9. Which form are manufacturers required to provide when shipping a hazardous material? a. SDS b. Invoice c. Statement d. Packing slip ANS: A

Manufacturers must provide a Safety Data Sheet (SDS) with hazardous material. An invoice is a list of the contents of a package, the price of each item enclosed, and the total charge. A statement is request for payment submitted by the dental supplier. A packing slip is a list of the items included in an ordeN r. R I G B.C M

U S N T

DIF: Comprehension REF: Receiving Supplies, pp. 228-229 OBJ: 7 TOP: CDA, GC, II. Patient Management and Administrative Duties 10. When a dental supply has an expiration date, it is commonly referred to as the: a. shelf-life. b. ledge date c. storage life. d. termination date. ANS: A

Certain materials begin to deteriorate after a period of time. Some manufacturers indicate an expiration date on the box; this is called the shelf-life. DIF: Recall OBJ: 6

REF: Determining Supply Quantity, p. 227 TOP: CDA, GC, II. Patient Management and Administrative Duties

11. The signal to reorder an expendable supply in a manual inventory system would be when: a. you realize you have run out of it. b. there is extra money in the supply budget. c. the colored tag placed at the reorder point has appeared. d. the dental company representative pays a visit to the office. ANS: C

A colored tag may be used to indicate the reorder point on small items when using a manual inventory system. It is never a good idea to wait until you run out of a supply. Supplies are ordered as they are needed, not just when there is extra money in the budget. In a manual inventory system, tags should already be set aside in a “to be ordered” section for the dental company representative to pick up. DIF: Comprehension REF: Manual Inventory Systems, pp. 225, 227 OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties 12. Which supply should contain an SDS form? a. Dental chair b. Dental cement c. Patient napkins d. Spoon excavators ANS: B

Dental cement is considered a hazardous material and must contain a Safety Data Sheet (SDS) form. A dental chair, patient napkins, and spoon excavators are not considered hazardous materials, so they do not require SDS form. DIF: Comprehension REF: Receiving Supplies, pp. 228-229 OBJ: 7 TOP: CDA, GC, II. Patient Management and Administrative Duties 13. Which of the following are options for placing orders? a. Calling customer service b. Through a sales representative c. Software management d. All of the options ANS: D

All are options. There are several options for placing orders: through a sales representative, calling a company’s customer service, online purchase, and with software management. DIF: Comprehension REF: Selecting Supplies, p. 221 | Receiving Supplies, p. 229 OBJ: 7 TOP: CDA, GC, II. Patient Management and Administrative Duties 14. A standardized form for ordering supplies is a/an: a. invoice. b. packing slip. c. purchase order. d. credit memo. ANS: C

A purchase order is a standardized form for ordering supplies. An invoice is a list of the contents of a package that includes the price and the total charge. A packing slip is an enumeration of the items included in an order. A credit memo is a form that indicates an account has been credited for the cost of a returned item. DIF: Recall REF: Purchase Orders, p. 231 OBJ: 8 TOP: CDA, GC, II. Patient Management and Administrative Duties

15. Which form is a list of contents of a package that includes the price and the total charge? a. Invoice b. Packing slip c. Purchase order d. Credit memo ANS: A

An invoice is a list of the contents of a package that includes the price and the total charge. A packing slip is an enumeration of the items included in an order. A purchase order is a standardized form for ordering supplies. A credit memo is a form that indicates an account has been credited for the cost of a returned item. DIF: Recall REF: Receiving Supplies, p. 229 OBJ: 7 TOP: CDA, GC, II. Patient Management and Administrative Duties TRUE/FALSE 1. A packing slip is a standardized form for ordering supplies. ANS: F

A purchase order is a standardized form for ordering supplies. DIF: Recall REF: Purchase Orders, p. 231 OBJ: 8 TOP: CDA, GC, II. Patient Management and Administrative Duties 2. A credit memo and a back-order memo are synonymous terms. ANS: F

A credit memo indicates the dentist’s account has been credited for the cost of a returned item. A back-order memo is a notification that an ordered item is not in supply and will be sent out later. DIF: Recall OBJ: 7 | 8

REF: Receiving Credit, p. 229 | Back-Ordered Supplies, p. 229 TOP: CDA, GC, II. Patient Management and Administrative Duties

3. Many dental offices keep a large stock of nonexpendable items at all times. ANS: F

Dental offices generally do not keep a large stock of nonexpendable supplies, such as dental instruments, on hand. DIF: Recall OBJ: 2

REF: Expendable and Nonexpendable Supplies Inventory Control, p. 222 TOP: CDA, GC, II. Patient Management and Administrative Duties

4. A computerized inventory system can provide a detailed financial statement for tax purposes. ANS: T

When all products have been entered into the automated inventory system, a total value of the inventory can be provided, which is helpful for tax returns and financial management and budgeting.

DIF: Comprehension REF: Automated Inventory Systems, p. 223 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties 5. It is not necessary to review invoices received from the dental supply house. ANS: F

Each invoice should be checked against the entries on the statement to ensure accuracy before payment is sent. DIF: Recall REF: Receiving Supplies, p. 229 OBJ: 7 TOP: CDA, GC, II. Patient Management and Administrative Duties 6. All staff members are responsible for noting whether supplies are low or exhausted. ANS: T

All staff members are responsible for noting whether supplies are low or exhausted as they perform their daily tasks. DIF: Recall REF: Intro, pp. 220-221 OBJ: 6 TOP: CDA, GC, II. Patient Management and Administrative Duties 7. Each staff member should be in charge of ordering, receiving, and storing their own supplies. ANS: F

One person should be in charge of ordering, receiving, and storing supplies; managing hazardous waste; and maintaining Safety Data Sheets. DIF: Recall REF: InN tro, R 6 M GOB BJ:.C Up.S22I0Nand TAdministrative O TOP: CDA, GC, II. Patient Management Duties 8. Bar coding is used in a manual inventory system. ANS: F

Bar coding is used in an automated system when the reorder point is reached, the product information is scanned with the reader and stored until it can be uploaded from the office computer, via the Internet, to the appropriate dealer site. DIF: Comprehension REF: Automated Inventory Systems, p. 223 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties 9. Both over supply and under supply can increase overhead costs and cut into the practice

profits. ANS: T

Both over supply and under supply can increase overhead costs and cut into the practice profits. DIF: Recall OBJ: 4

REF: Automated Inventory Systems, p. 223 TOP: CDA, GC, II. Patient Management and Administrative Duties

10. Safety Data Sheets provided by OSHA contain information regarding the storage of dental

materials.

ANS: T

SDSs provided by OSHA contain information regarding the storage of dental materials. DIF: Recall REF: Storage of Supplies, p. 231 OBJ: 8 TOP: CDA, GC, II. Patient Management and Administrative Duties

Chapter 13: Recall Systems Finkbeiner: Practice Management for the Dental Team, 9th Edition MULTIPLE CHOICE 1. Procedures performed during a recall appointment are limited to a prophylaxis. A 6-month

recall is appropriate for all dental patients. a. Both statements are true. b. Both statements are false. c. The first statement is false; the second statement is true. d. The first statement is true; the second statement is false. ANS: B

Both statements are false. Many other procedures, such as an oral cancer screening, are performed during the recall appointment. A patient’s recall is determined on an individual basis and may be two, three, or four times a year. DIF: Comprehension REF: Intro, p. 235 OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties 2. A recall system is considered the a. anchor b. lifeline c. undoing d. downfall

of the dental practice.

ANS: B

A recall system is the lifeline of the dental practice. DIF: Recall REF: Intro, p. 235 OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties 3. Which recall system has the patient schedule the next recall visit before he or she leaves the

dental office? a. Mail system b. E-mail system c. Telephone system d. Advanced appointment system ANS: D

With the advanced appointment system, recall or recare appointments are scheduled before the patient leaves the office. DIF: Recall OBJ: 5

REF: Advanced Appointment System, p. 236 TOP: CDA, GC, II. Patient Management and Administrative Duties

4. Which procedure is not carried out by a dental hygienist during a recall appointment? a. Taking vital signs b. Exposing radiographs c. Signing a prescription for medication d. Performing an extra and intraoral cancer screening

ANS: C

Only a dentist can sign a prescription for medication. A dental hygienist takes vital signs. A dental hygienist takes exposes radiographs. A dental hygienist performs an extra- and intraoral cancer screening. DIF: Comprehension REF: Intro, p. 235 OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties 5. Which is the least time-consuming recall system? a. Mail system b. E-mail system c. Telephone system d. Advanced appointment system ANS: D

The advanced appointment system is the least time-consuming recall system. The mail system is very time-consuming recall system. The e-mail system is very time-consuming recall system. The telephone system is the most time-consuming recall system. DIF: Comprehension REF: Advanced Appointment System, p. 236 OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties TRUE/FALSE 1. The most efficient way to maintain a recall system in a well-established dental practice is via

the telephone. ANS: F

A telephone recall system is very time consuming and is not the most efficient way to maintain a recall system in a well-established practice. The most efficient recall system is managed electronically. DIF: Comprehension REF: Telephone Recall System, p. 237 | Establishing a Recall System, p. 239 OBJ: 6 TOP: CDA, GC, II. Patient Management and Administrative Duties 2. The dental office staff must inform the patient he or she will be removed from the recall

system if he or she has not been in the office for a period of years. ANS: T

To avoid the possibility of litigation for negligence, the dental office should inform the patient that his or her record is being removed from the system. DIF: Comprehension REF: Purging the System, p. 240 OBJ: 7 TOP: CDA, GC, II. Patient Management and Administrative Duties 3. The primary objective of the recall system is to make a profit for the dentist. ANS: F

The primary objective of the recall system is helping patients maintain good oral health for a lifetime.

DIF: Comprehension REF: Intro, p. 235 OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties 4. The best time of day to contact a patient to schedule a recall appointment is first thing in the

morning after the huddle meeting. ANS: F

It is best not to call patients too early in the morning. DIF: Recall OBJ: 5

REF: Telephone Recall System, Box 13.2, p. 238 TOP: CDA, GC, II. Patient Management and Administrative Duties

5. The use of an intraoral camera during a dental prophylaxis appointment is a good way to

promote patient education. ANS: T

An intraoral camera can be used by the dental hygienist to show the patient stains, calculus, or needed dental treatment. DIF: Comprehension REF: Keeping Patients Informed, p. 236 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties 6. The administrative assistant is the only staff member who should schedule an advanced

appointment recall. ANS: F

Scheduling an advanced recaN ll U apRpS oiI ntN mG enTt B ca.nCbO eM done chairside by the dental hygienist. DIF: Comprehension REF: Advanced Appointment System, p. 237 OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties

Chapter 14: Third-Party Reimbursement and Coding Finkbeiner: Practice Management for the Dental Team, 9th Edition MULTIPLE CHOICE 1. Each code in the Code on Dental Procedures and Nomenclature starts with a D and is

followed by four: a. letters. b. dashes. c. initials. d. numerals. ANS: D

Each dental procedure code starts with a D followed by four numerals. DIF: Comprehension REF: Sample Teledentistry Coding Submission, Fig. 14.5, p. 251 OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties 2. The term subscriber used in insurance management refers to the: a. spouse. b. dependent. c. benefits carrier. d. policy holder. ANS: D

The subscriber is the policy hNoldR er wIho G is ceBrt. ifC ied M by the company or organization providing U S N T O the dental program as eligible to receive benefit coverage. DIF: Comprehension REF: ADA Dental Claim Form (2012 American Dental Association) Completion Instructions (Abbreviated), p. 248; Fig. 14.4, p. 249 OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties 3. Which subscriber information is not required on an insurance claim form? a. Address b. Date of birth c. Telephone number d. Social security or ID number ANS: C

The insurance claim form requires the subscriber’s address, date of birth, and social security or ID number, but not the telephone number. The telephone number of the treating dentist submitting the claim is required. DIF: Comprehension REF: ADA Dental Claim Form (2012 American Dental Association) Completion Instructions (Abbreviated), Fig. 14.4, p. 249 OBJ: 6 TOP: CDA, GC, II. Patient Management and Administrative Duties

4. Practices often lose money due to lack of knowledge and training in working with third-party

reimbursement. Credentialing errors contribute to the loss. a. Both statements are true. b. Both statements are false. c. The first statement is false; the second statement is true. d. The first statement is true; the second statement is false. ANS: A

Both statements are true. Practices lose money time and time again because of the lack of knowledge and training in working with third-party reimbursement. Many times, the practitioner doesn’t realize he or she is losing money due to things like missing timely filing deadlines, credentialing errors, not understanding various plans and coding errors and omissions. DIF: Comprehension REF: Intro, p. 242 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties 5. A patient is to have dental treatment in the amount of $1238. The patient has a $500

deductible. This means that the: a. dentist must deduct $500 from the fee. b. patient has $500 to use toward treatment. c. patient must pay $500 before insurance pays for covered services. d. dentist cannot charge more than $500 for the treatment. ANS: C

The deductible is the amount of dental expense that the patient must pay before insurance pays for covered services. DIF: Application OBJ: 1

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REF: Dental Insurance Terminology, p. 252 TOP: CDA, GC, II. Patient Management and Administrative Duties

6. When using the coordination of benefits procedure, the claim for the primary carrier is always

filed first. The objective of using the coordination of benefits procedure is to exceed the actual fee the dental office charged for the service. a. Both statements are true. b. Both statements are false. c. The first statement is false; the second statement is true. d. The first statement is true; the second statement is false. ANS: D

The first statement is true; the second statement is false. The claim for the primary carrier is always filed first when using the coordination of benefits procedure. Exceeding the actual fee the dental office charged for the service constitutes insurance fraud. DIF: Comprehension REF: Coordination of Benefits, p. 250 OBJ: 7 TOP: CDA, GC, II. Patient Management and Administrative Duties 7. The reference manual that contains the Code on Dental Procedures and Nomenclature is

known as the a. CDT b. ADA c. NPI

d. OSHA ANS: A

The Current Dental Terminology (CDT) is a reference manual developed by the American Dental Association (ADA) that includes the Code on Dental Procedures and Nomenclature and other instructional tools for reporting dental services to dental benefits plans and administrators. NPI is the acronym for National Provider Identifier, and OSHA is the acronym for the Occupational Safety and Health Administration. DIF: Comprehension REF: Key Terms, p. 241 OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties 8. Billing the insurance company before completion of dental treatment constitutes insurance

fraud. Submitting a code to the insurance company for a bony extraction when a simple extraction was performed is not insurance fraud. a. Both statements are true. b. Both statements are false. c. The first statement is false; the second statement is true. d. The first statement is true; the second statement is false. ANS: D

The first statement is true; the second statement is false. Billing before the completion of the dental treatment and submitting a code for a bony extraction when a simple extraction was performed constitute insurance fraud. DIF: Comprehension REF: Insurance Fraud, pp. 242-243 OBJ: 3 TOP: CDA, GC, II. Patient Management and Administrative Duties

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T over O time by improving the tracking of 9. ICD reporting may be a benefitUto S the N provider treatment. However, the clinical data would not facilitate payment for services related to the oral-systemic connection and coverage for additional dental services for certain medical conditions. a. Both statements are true. b. Both statements are false. c. The first statement is false; the second statement is true. d. The first statement is true; the second statement is false. ANS: D

The first statement is true; the second statement is false. It is hoped that using ICD (International Statistical Classification of Diseases and Related Health Problems, 10th revision ICD-10) reporting, there will be a benefit to the provider/patient over time by improving the tracking of treatment. This clinical data can be used to support public health activities, development of evidence-based benefits plans, and to support efforts for increased funding. And most importantly, it may be used to facilitate payment for services related to the oral-systemic connection and coverage for additional dental services for certain medical conditions. DIF: Comprehension REF: Item 34A Diagnosis Codes, p. 246 OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties 10. Which of the following is NOT a “Golden Rule” for coding set by the ADA? a. “Code for what you do is the fundamental rule to apply in all coding situations.”

b. “If there is a code for a procedure, then the procedure is a reimbursable benefit.” c. “Treatment planning is based on clinical need, not covered services.” d. “After reading the full code name and descriptor, select the code that matches the

procedure delivered to the patient.” ANS: B

If there is a code for a procedure, then the procedure is a reimbursable benefit is not a “Golden Rule.” Rather, “The existence of a code does not mean the procedure is covered or a reimbursable benefit” is a Golden Rule. “Code for what you do is the fundamental rule to apply in all coding situations” is a “Golden Rule.” “Treatment planning is based on clinical need, not covered services” is a “Golden Rule.” “After reading the full code name and descriptor, select the code that matches the procedure delivered to the patient” is a “Golden Rule.” DIF: Recall OBJ: 3

REF: Fraud by Accident or Ignorance, p. 242 TOP: CDA, GC, II. Patient Management and Administrative Duties

11. Under the LEAT clause a dental practitioner can change a code to a less expensive procedure

than the treatment that was rendered. This has been traditionally called “under-coding.” a. Both statements are true. b. Both statements are false. c. The first statement is false; the second statement is true. d. The first statement is true; the second statement is false. ANS: C

The first statement is false; the second statement is true. If a third-party agreement contains the least expensive alternative treatment (LEAT) clause, the third-party carrier can change a ReSvI code to pay a lesser amount. N HU ow erN aG deTnB ta. l pCrO acM titioner cannot, and it could be considered fraud because the documentation is not accurate. This practice has been traditionally called under-coding. DIF: Comprehension REF: Fraud by Accident or Ignorance, p. 243 OBJ: 3 TOP: CDA, GC, II. Patient Management and Administrative Duties 12. A customary fee is the fee a dentist most frequently charges for a given dental service. A

usual fee is the fee for a service determined to be representative of the fees charged by dentists in a specific region or geographic area. a. Both statements are true. b. Both statements are false. c. The first statement is false; the second statement is true. d. The first statement is true; the second statement is false. ANS: B

Both statements are false. A customary fee is the fee for a service determined to be representative of the fees charged by dentists in a specific region or geographic area. A usual fee is the fee a dentist most frequently charges for a given dental service. DIF: Comprehension REF: Reasonable and Customary/Usual and Customary, pp. 243-244 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties

13. The American Dental Association cannot quote fees for dental procedures because they are

forbidden by Federal law. a. Both the statement and the reason are CORRECT and related. b. Both the statement and the reason are correct but NOT related. c. The statement is correct, but the reason is NOT. d. The statement is NOT correct, but the reason is CORRECT. e. NEITHER the statement, nor the reason is CORRECT. ANS: A

Both the statement and the reason are CORRECT and related. The American Dental Association (ADA) cannot quote fees for dental procedures. They are forbidden by federal law. DIF: Recall REF: A Deeper Dive-Fees, p. 243 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties 14. What is the maximum number of diagnosis codes that can be reported on both the ADA

Dental Claim Form and the HIPAA standard electronic dental claim transaction? a. 5 b. 4 c. 3 d. 2 ANS: B

Both the ADA Dental Claim Form and the HIPAA standard electronic dental claim transaction can report up to four diagnosis codes. DIF: Recall REF: IteN m 3R DiagGnosB odesM U 4ASI N Tis.CC O , p. 246 OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties 15. What year represents the most current version of the ADA Dental Claim Form? a. 2018 b. 2016 c. 2014 d. 2012 ANS: D

The current version is the 2012 American Dental Association Dental Claim Form. DIF: Comprehension REF: ADA Dental Claim Form (2012 American Dental Association) Completion Instructions (Abbreviated), p. 247 OBJ: 6 TOP: CDA, GC, II. Patient Management and Administrative Duties TRUE/FALSE 1. The existence of a code means that the service is a covered and reimbursed benefit. ANS: F

The existence of a code does not mean the procedure is a covered or reimbursed benefit. DIF: Recall

REF: Fraud by Accident or Ignorance, p. 242

OBJ: 5

TOP: CDA, GC, II. Patient Management and Administrative Duties

2. Treatment planning is based on covered services. ANS: F

Treatment planning is based on clinical need, not covered services. DIF: Recall OBJ: 3

REF: Fraud by Accident or Ignorance, p. 242 TOP: CDA, GC, II. Patient Management and Administrative Duties

3. Having a code provides the measurement tool (metric) and the opportunity to measure

outcome data. ANS: T

The CDT Codes support uniform, consistent and accurate documentation of the services delivered. Reimbursements will be tied to outcomes in the future. Having a code provides the measurement tool (metric) and the opportunity to measure outcome data. DIF: Recall REF: The Basics, p. 243 OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties 4. The best method for setting dental office fees is to use the ADA fee schedules available at the

ADA Center for Professional Success website. ANS: F

Practice fees should be based on the cost of doing business plus a reasonable profit. DIF: Comprehension F:.C A DM NURSINGRTEB Oeeper Dive-Fees, p. 243 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties 5. Reasonable means a fee charged for a specific procedure that has been modified by

complications as decided by a dental plan. ANS: T

Reasonable means a fee charged for a specific procedure that has been modified by complications as decided by a dental plan. DIF: Recall OBJ: 4

REF: Reasonable and Customary/Usual and Customary, p. 243 TOP: CDA, GC, II. Patient Management and Administrative Duties

6. Joe’s date of birth is 2/10/1980 and he is employed by Arrowhead and has dental coverage

through his work. His wife, Susan’s date of birth is 7/13/1979 and she is employed by European fitness and has coverage through her work. Joe’s dental coverage is primary for Susan. ANS: F

The plan covering the patient as an active employee (subscriber) is always primary over the spouse’s plan. DIF: Application REF: Coordination of Benefits, p. 250 OBJ: 7 TOP: CDA, GC, II. Patient Management and Administrative Duties

7. The office manager is legally responsible for the accuracy of claims. ANS: F

The dental practitioner who provided the service is legally responsible for any coding submitted for the service, and therefore, is the person to select the diagnosis and procedure codes. DIF: Recall REF: Best Coding Practices, p. 250 OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties 8. Predetermination is the process in which the dentist bills a patient directly for treatment

services. ANS: F

Predetermination is a process where a dental practitioner submits a treatment plan to the payer before the treatment begins. DIF: Recall REF: Key Terms, p. 242 OBJ: 1 TOP: CDA, GC, II. Patient Management and Administrative Duties 9. An exclusion is a benefit that is not covered by an insurance company under a particular

dental plan. ANS: T

An exclusion is a service or treatment that is not covered under a dental benefits program. DIF: Comprehension REF: Structure of a Dental PlaN n, pR . 246I| SG tepsB to.FC ile A Mccurate Claims Forms, p. 248 U S N T O OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties 10. The allowed amount is the total dollar amount that an insurance company will pay per year for

dental treatment. ANS: F

The allowed amount is the maximum dollar amount that the benefits carrier sets for a dental procedure. It is not always the same as the approved amount. DIF: Recall OBJ: 2

REF: Dental Insurance Terminology, p. 251 TOP: CDA, GC, II. Patient Management and Administrative Duties

11. The dental practitioner should review the charges and codes used in the office periodically

with the office manager. ANS: T

Since the dental practitioner is responsible for the codes and charges applied to any service, the dental practitioner should review the charges and codes used in the office periodically with the office manager. DIF: Recall REF: Best Coding Practices, p. 250 OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties

12. The ADA recommends that if there is no applicable code, the service should not be

documented on the claim form. ANS: F

As outlined in the ADA “Golden Rules” for coding: If there is no applicable code, document the service using an unspecified, by report (D_999) code and include a clear and appropriate narrative. DIF: Comprehension REF: Fraud by Accident or Ignorance, p. 242 OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties 13. CDT codes are updated every 2 years. ANS: F

For the past decade, the CDT codes were updated every 2 years. To facilitate a fast-moving world, CDT is now updated every year. DIF: Recall REF: Codes Updated Annually, p. 245 OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties 14. An appeal can be filed by a healthcare provider or a patient to recover reimbursement from a

third-party payer such as a private third-party carrier. ANS: T

An appeal can be filed by a healthcare provider or a patient to recover reimbursement from a third-party payer such as a private third-party carrier. DIF: Recall OBJ: 2

REF: DN enU taR l IS nsI urN anG ceTTBe. rmC inO olM ogy, p. 251 TOP: CDA, GC, II. Patient Management and Administrative Duties

15. In order to host a CDT course, a valid commercial user license from the ADA is required. ANS: T

The American Dental Association (ADA) developed and owns the Current Dental Terminology (CDT®). “Except as permitted by law, all use, copying or distribution of CDT, or any portion thereof (including the Code on Dental Procedures and Nomenclature) in any product, publication report, document, presentation, fee schedule, user manual, advertising, marketing or promotional materials or derivative work relating to your products or services (including works prepared for clients by consultants and other professionals), whether in printed, electronic, or other format, requires a valid commercial user license from the ADA.” DIF: Comprehension REF: Licensed to Teach Codes, p. 244 OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties 16. Both the patient and the treating provider must sign the ADA insurance claim form. ANS: T

Both the patient and the treating provider must sign the ADA insurance claim form. DIF: Comprehension REF: Structure of a Dental Plan, Fig. 14.4, p. 249 OBJ: 6 TOP: CDA, GC, II. Patient Management and Administrative Duties

17. Use of ICD diagnostic codes on the dental claim form may facilitate payment when the dental

procedures may minimize risks associated with the patient’s oral and systemic health conditions. ANS: T

ICD diagnostic codes are required when the diagnosis may affect claim adjudication when specific dental procedures may minimize the risks associated with the connection between the patient’s oral and systemic health conditions. DIF: Comprehension REF: Item 34A Diagnosis Codes, p. 246 OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties 18. A procedure whereby a beneficiary/patient authorizes the administrator of the program to

forward payment for a covered procedure directly to the beneficiary/patient is termed Assignment of Benefits. ANS: F

Assignment of Benefits is a procedure whereby a beneficiary/patient authorizes the administrator of the program to forward payment for a covered procedure directly to the treating Dental practitioner. DIF: Recall OBJ: 2

REF: Dental Insurance Terminology, p. 252 TOP: CDA, GC, II. Patient Management and Administrative Duties

19. A dental hygienist is asked by the administrative assistant to change a code of the procedure

she performed, which is not covered by the patient’s plan, to another code for a procedure which the plan does cover. If the dental hygienist complies, she can become a party of fraud. ANS: T

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Fraud can happen when dental practitioners change a code to increase third-party payment. It is obligation of the practice to use the code that most accurately describes the treatment rendered. The patient treatment plan should be based on the patient’s clinical needs, not on the patient’s dental plan’s covered procedures. DIF: Application OBJ: 3

REF: Fraud by Accident or Ignorance, pp. 242-243 TOP: CDA, GC, II. Patient Management and Administrative Duties

Chapter 15: Financial Systems: Accounts Receivable Finkbeiner: Practice Management for the Dental Team, 9th Edition MULTIPLE CHOICE 1. A patient has a $190 credit balance and presents for treatment. Which statement is correct? a. The patient has a credit of $190. b. The patient has a balance of $190. c. The patient owes the dentist $190. d. The patient cannot be charged more than $190. ANS: A

The patient has a credit of $190. A credit balance reflects payments and credit adjustments on an account which exceed the amounts charged. DIF: Recall REF: Credit Balance, p. 261 OBJ: 1 TOP: CDA, GC, II. Patient Management and Administrative Duties 2. When a patient’s account is turned over to a collection agency, the administrative assistant

should: a. remain pursuing collection procedures. b. continue to send statements to the patient. c. keep calling the patient to request payment. d. inform the collection agency if payment is received at the office. ANS: D

The administrative assistant sNhou Cou URldSrIepo NGrtTthBe.am OMnt to the agency if payment is received in the office. When an account is turned over to a collection agency, the administrative assistant no longer pursues collection procedures on it. DIF: Comprehension REF: Legal Process for Past Due Accounts, p. 265 OBJ: 10 TOP: CDA, GC, II. Patient Management and Administrative Duties 3. Which of the following is NOT true when using the telephone for collections? a. Do not call debtors after 9 PM. b. Debtors can request not to be called at work. c. Debtors may not be subjected to harassment. d. A debtor’s husband may be informed of a wife’s delinquent bill. ANS: D

No one except the debtors themselves may be told they are delinquent on their bill. Debtors may not be called at inconvenient places or times, such as before 9 AM or after 9 PM. Debtors may not be called at work if the employer or debtor objects and requests no calls. Debtors may not be subjected to harassment, oppressive tactics, or abusive treatment. DIF: Comprehension REF: Making Collection Phone Calls, pp. 264-265 OBJ: 10 TOP: CDA, GC, II. Patient Management and Administrative Duties 4. When writing a collection letter, the administrative assistant should NOT: a. state the amount owed. b. include a “thank you” in the closing.

c. ask for the money owed within a specified time. d. state the account will be sent to collection if there is no intention to carry through. ANS: D

It is an important not to make statements you have no intention to carry out. A “thank you” should be included in the letter closing because this can be an important part of the collection procedure, and it is a valuable aid to public relations. The accurate amount owed is an important part of the collection letter. Asking for the money owed within a specified time is also an important part of the collection letter. DIF: Comprehension REF: Composing Collection Letters, p. 264 OBJ: 10 TOP: CDA, GC, II. Patient Management and Administrative Duties 5. Which accounting term indicates the amount owed to a dental practice? a. Accounts payable b. Account adjustment c. Accounts receivable d. Account credit balance ANS: C

The accounts receivable system includes many financial processes that culminate in the calculation and reporting of the total amount owed to the practice by patients, including a reporting of each individual account balance. Accounts payable is all of the dentist’s financial obligations or money that the dentist owes (outgoing money). An account adjustment is an alteration of an account balance as a result of a courtesy discount, the return of a nonsufficient funds check, or a payment. Account credit balance is an amount owed to the patient for services for which the dentist has been paid in advance but that have not yet been performed.

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DIF: Comprehension REF: Financial Reporting, p. 255 OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties 6. Which accounting term indicates the amount a dental practice owes others? a. Accounts payable b. Account adjustment c. Accounts receivable d. Account credit balance ANS: A

Accounts payable is the entire dentist’s financial obligations, or money that the dentist owes (outgoing money). An account adjustment is an alteration of an account balance as a result of a courtesy discount, the return of a nonsufficient funds check, or a payment. The accounts receivable system includes many financial processes that culminate in the calculation and reporting of the total amount owed to the practice by patients, including a reporting of each individual account balance. Account credit balance is an amount owed to the patient for services for which the dentist has been paid in advance but that have not yet been performed. DIF: Comprehension REF: Financial Reporting, p. 255 OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties 7. Which of the following is NOT true regarding a cash only practice? a. A patient pays for all services at or before their appointment. b. An insurance claim may not be submitted.

c. Much of the paperwork is eliminated. d. The patient can pay by cash, check, credit card, or Health Program Card. ANS: B

Insurance claims may or may not be submitted on behalf of the patient. If insurance is submitted, the insurance company is directed to make any payment directly to the patient as the patient has already paid the practice in full. A patient pays for all services at or before their appointment. Much of the paperwork is eliminated. The patient can pay by cash, check, credit card, or Health Program Card. DIF: Recall OBJ: 8

REF: Operating a Cash-Only Practice, p. 263 TOP: CDA, GC, II. Patient Management and Administrative Duties

8. What does NSF stand for? a. Nonsufficient funds b. Nonsuitable finances c. Nonsubsidized funds d. Nonsatisfactory finances ANS: A

NSF stands for nonsufficient funds. DIF: Recall OBJ: 5

REF: Nonsufficient Funds Checks, p. 259 TOP: CDA, GC, II. Patient Management and Administrative Duties

9. Which of the following is true regarding a practice that submits and accepts payments from

insurance plans? a. The amount of the insuraN nceR payI menGt isBe. stiC matM ed and the patient pays the U Sand NtheTestimated O insurance portion at or before the difference between the charges appointment. b. The office may let the patient wait until the insurance company has paid their portion before requiring payment in full from the patient. c. It is critical that the practice has a signed financial agreement with the patient as to how and when the remaining balance is to be paid. d. All of the options are true. ANS: D

All of the options are true. The amount of the insurance payment is estimated and the patient pays the difference between the charges and the estimated insurance portion at or before the appointment. The office may even let the patient wait 30 days, or until the insurance company has paid their portion before requiring payment in full from the patient. The practice may even allow the patient to pay the balance over with several monthly payments. It is critical that the practice has a signed financial agreement with the patient as to how and when the remaining balance is to be paid. DIF: Recall OBJ: 8

REF: Submitting and Accepting Payments from Insurance Plans, p. 263 TOP: CDA, GC, II. Patient Management and Administrative Duties

10. The four common financial reports used in a dental business office are: a. assets, debts, accounts payable, accounts receivable. b. expenses, savings, profit and loss statement, accounts receivable. c. deposits, withdrawals, accounts payable, expenses.

d. balance sheet, profit and loss statement, accounts receivable, accounts payable. ANS: D

The four common financial reports used in a dental business office are the balance sheet, the profit and loss statement, accounts receivable, and accounts payable. DIF: Recall REF: Financial Reporting, p. 254 OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties 11. A credit bureau is a consumer reporting agency. It reports specific information about a

person’s previous payment habits on deferred payment plans. a. Both statements are true. b. Both statements are false. c. The first statement is false; the second statement is true. d. The first statement is true; the second statement is false. ANS: A

Both statements are true. A credit bureau is a consumer reporting agency which reports specific information about a person’s previous payment habits on deferred payment plans. DIF: Recall REF: Credit Bureau, p. 263 OBJ: 9 TOP: CDA, GC, II. Patient Management and Administrative Duties 12. Which of the following is true regarding a consumer reporting agency (CRA)? a. It lends money. b. It reports bankruptcies and lawsuits. c. It is a collection agency. d. It denies credit. e. All of the options are true. ANS: B

A CRA reports bankruptcies and lawsuits. It does not lend money, it does not deny credit, and it is not a collection agency. A credit bureau (CRA) reports specific information about a person’s previous payment habits on deferred payment plans. It reports on accounts placed for collection, and it provides information of public interest, such as that regarding bankruptcies, judgments, and lawsuits. DIF: Recall REF: Credit Bureau, p. 263 OBJ: 9 TOP: CDA, GC, II. Patient Management and Administrative Duties 13. Healthcare Financing Programs provide an alternative to consumer credit cards, cash, or

checks. The practice gets paid from the program and the patient pays an additional fee. a. Both statements are true. b. Both statements are false. c. The first statement is false; the second statement is true. d. The first statement is true; the second statement is false. ANS: D

The first statement is true; the second statement is false. Healthcare Financing Programs provide an alternative to consumer credit cards, cash, or checks. The practice gets paid from the program (less a fee) and the patient makes payments to the program.

DIF: Comprehension REF: Healthcare Financing Programs, pp. 258-259 OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties 14. Which of the following is FALSE regarding statements? a. They can be printed and mailed or sent electronically to patients. b. They are a request for payment. c. The mailing dates need not be consistent. d. They inform patients of their financial status with the dentist. ANS: C

Statements may be sent on the 1st, 15th, or 30th day of the month or on a staggered basis according to the alphabet or the date of services. The important factor is consistency. A statement can be generated by a computer with an automated bookkeeping system and can either be printed or sent electronically. The statement is also a request for payment. A statement informs patients of their financial status with the dentist and indicates the charges, payments, and balances of their accounts for the month just concluded. DIF: Recall REF: Statements, pp. 261, 263 OBJ: 6 TOP: CDA, GC, II. Patient Management and Administrative Duties 15. Identity theft occurs when the thief uses a person’s personal identifying information to open

new accounts or to misuse existing accounts. Fortunately, small businesses are usually immune from identity theft. a. Both statements are true. b. Both statements are false. c. The first statement is false; the second statement is true. d. The first statement is true; the second statement is false. ANS: D

The first statement is true; the second statement is false. Identity theft occurs when the thief uses a person’s personal identifying information to open new accounts or to misuse existing accounts. Try as one might, no small business is immune from identity theft, including the dental office. DIF: Recall REF: Identity Theft, p. 263 OBJ: 7 TOP: CDA, GC, II. Patient Management and Administrative Duties TRUE/FALSE 1. A courtesy discount adjustment is made to a patient’s account when a check is returned for

nonsufficient funds. ANS: F

A courtesy discount (credit adjustment) is given when the dentist extends a professional courtesy to family and friends. Recording a nonsufficient funds check and the associated bank charges is an example of a debit adjustment. DIF: Comprehension REF: Entering Adjustments, p. 259 OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties

2. Once the responsible party of a past due account has been informed by certified mail that legal

actions will be taken the business assistant should proceed by pursuing the process of submitting a claim in small claims court or turning the account over to a collection agency. ANS: T

Once the collection process has been completed and the responsible party has been informed by certified mail that legal actions will be taken the business assistant should proceed with one of several options including: submit a claim in small claims court, contact the small claims court in your area, and follow the process set for your region, turn the account over to a collection agency. DIF: Recall OBJ: 10

REF: Legal Process for Past Due Accounts, p. 265 TOP: CDA, GC, II. Patient Management and Administrative Duties

3. Since most computer systems provide math calculations and reports, the administrative

assistant does not need to be familiar with basic mathematics. ANS: F

The administrative assistant must still be familiar with basic addition, subtraction, and calculating percentages because situations will arise during the workday that require basic “mental math.” DIF: Comprehension REF: Understanding Basic Mathematical Computations, p. 255 OBJ: 3 TOP: CDA, GC, II. Patient Management and Administrative Duties 4. A credit balance is an amount owed to the dentist for services rendered. ANS: F

A credit balance occurs when payments and any credit adjustments on an account exceed the amounts changed. This may be the result of the patient prepaying for services. DIF: Comprehension REF: Key Terms, p. 254 | Financial Reporting, p. 255 OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties 5. A patient needs to enter his or her PIN when using a credit card to pay for services. ANS: F

A debit card payment, not a credit card payment, prompts the patient to enter a PIN. DIF: Comprehension REF: Debit and Credit Card Payments, p. 258 OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties 6. Delay in sending an account to a collection agency when there has been no response to the

final collection letter results in less chance of recovering a portion of the fee. ANS: T

Delay in sending the account to a collection agency results in less chance of recovering a portion of the fee. Although the agency’s fee reduces the portion recovered, continued unsuccessful attempts by the office are even less rewarding.

DIF: Recall OBJ: 10

REF: Legal Process for Past Due Accounts, p. 265 TOP: CDA, GC, II. Patient Management and Administrative Duties

Chapter 16: Other Financial Systems Finkbeiner: Practice Management for the Dental Team, 9th Edition MULTIPLE CHOICE 1. Reconciliation of a bank statement is typically done: a. weekly. b. monthly. c. annually. d. quarterly. ANS: B

Most banks send a bank statement to the depositor each month. An online bank statement is available after the close of business on the last day of each month. To maintain an accurate record of the checking account, reconcile the bank statement as soon as the records are available or received from the bank. DIF: Comprehension REF: Basic Steps, p. 277 OBJ: 7 TOP: CDA, GC, II. Patient Management and Administrative Duties 2. A small fund of money kept in the office is known as: a. revenue. b. petty cash. c. a bank draft. d. a voucher check. ANS: B

Petty cash is a small amount of cash kept in the dental office. Revenue is the amount of income received by a business or practice. A bank draft is a check drawn by the cashier of one bank on another bank in which the first bank has available funds on deposit or credit. A voucher check is a check that provides a detachable stub, which can be used as an accounting record for itemizing payment of invoices or any type of itemization the payer would like as a reference. DIF: Recall REF: Petty Cash, p. 278 OBJ: 1 TOP: CDA, GC, II. Patient Management and Administrative Duties 3. Which checks are provide a detachable stub that serves as an excellent accounting record for

itemizing the payment? a. Money orders b. Certified checks c. Cashier’s checks d. Voucher checks ANS: D

A voucher check provides a detachable stub that serves as an excellent accounting record for itemizing the payment of invoices or any other type of itemization that the payer would like as a reference. A money order is a printed order for payment of a specified sum, issued by a bank or post office. A certified check is issued by a bank and guarantees the recipient of the check that there is enough cash available in the holder’s account. A cashier’s check is written by a financial institution on its own funds, signed by a representative of the financial institution and made payable to a third party. DIF: Recall REF: Types of Checks, p. 273 OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties 4. Which type of check guarantees that funds have been set aside by the bank for payment of the

check? a. Money order b. Certified check c. Cashier’s check d. Voucher check ANS: B

A certified check is issued by a bank and guarantees the recipient of the check that there is enough cash available in the holder’s account. A money order is a printed order for payment of a specified sum, issued by a bank or post office. A cashier’s check is written by a financial institution on its own funds, signed by a representative of the financial institution and made payable to a third party. A voucher check provides a detachable stub that serves as an excellent accounting record for itemizing the payment of invoices or any other type of itemization that the payer would like as a reference.

N R I G B.C M

DIF: Recall REF: TypU es oS f ChN ecksT , pp. 27O 1, 273 OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties 5. Which form must be provided to each employee no later than January 31 of each year? a. W-2 form b. Form 941 c. W-4 form d. SS-4 form ANS: A

A Federal Wage and Tax Statement (Form W-2) for a calendar year must be provided for each employee no later than January 31 of the following year. A Form 941 is the Employer’s Quarterly Federal Tax Return form. A W-4 is the form an employee completes to determine his or her status for income tax deductions from wages. An SS-4 is the application form used to obtain an employer identification number. DIF: Comprehension REF: Wage and Tax Statement (Form W-2), p. 286 OBJ: 14 TOP: CDA, GC, II. Patient Management and Administrative Duties 6. Which is the total amount of earnings after deductions? a. Revenue b. Net pay c. Withholding d. Expenditures

ANS: B

Net pay is the total amount of earnings after deductions. Revenue is the amount of income received by a business or practice. Withholding is the amount of money withheld for federal or state taxes (or both). Expenditures are the amount of money spent to operate a business or practice. DIF: Recall OBJ: 9

REF: Key Terms, p. 267 | Employee Earnings Records, p. 283 TOP: CDA, GC, II. Patient Management and Administrative Duties

7. A

is a check drawn by the cashier of one bank on another bank in which the first bank has available funds on deposit or credit. a. bank draft b. money order c. certified check d. cashier’s check ANS: A

A bank draft is a check drawn by the cashier of one bank on another bank in which the first bank has available funds on deposit or credit. A money order is a printed order for payment of a specified sum, issued by a bank or post office. A certified check is a check for which a guarantee exists that funds have been set aside to cover the amount of the check. A cashier’s check is the bank’s own order to make payment out of the bank’s funds. DIF: Recall REF: Types of Checks, p. 273 OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties 8. The parts of a check include N the R folloIwinGg eB xc.eC pt thMe: U S N T O a. PIN. b. check number. c. ABA bank number. d. customer account number. ANS: A

A PIN is required for a check card but a check does not include a PIN. A check number is part of a check. An ABA bank number is part of a check. The customer account number is part of a check. DIF: Comprehension REF: Checks, Fig. 16.6, p. 273 | Other Forms of Payment, p. 274 OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties 9. A dental assistant earns $14 per hour. Based on a standard workweek of 40 hours with time

and a half for overtime, her gross pay for working 45 hours is: a. $455. b. $630. c. $665. d. $945. ANS: C

Her gross pay for working 45 hours is $665. This is attained by multiplying 40 hours by $14 and then adding to that amount 5 hours times $21 (time and a half of $14).

DIF: Application OBJ: 9

REF: Determining Employee Wages, p. 284 TOP: CDA, GC, II. Patient Management and Administrative Duties

10. A dental assistant has gross weekly earnings of $560. The following amounts were withheld:

$50 for federal taxes, $43 for FICA, and $50 for a deposit to the credit union. What is the net pay? a. $417 b. $460 c. $467 d. $517 ANS: A

The net pay is $417. Net pay is attained by subtracting the deductions of $50, $43, and $50 from the gross earnings of $560. DIF: Application OBJ: 9

REF: Determining Employee Wages, pp. 284-285 TOP: CDA, GC, II. Patient Management and Administrative Duties

11. The dentist’s YTD earnings are $120,323. She earned $5000 this pay period. The FICA is

calculated at 7.65%, which is split between Social Security at 6.2% on the first $76,200 earned in the year and the Medicare at 1.45% on all earnings, with no yearly cap. How much is withheld for the Medicare portion of the FICA? a. $0 b. $725 c. $7.25 d. $72.50 ANS: D

$72.50 is withheld for the Medicare portion of the FICA. The Medicare withholdings are attained by taking the dentist’s earnings for the pay period of $5000 and multiplying that amount by 1.45% (or 0.0145). DIF: Application OBJ: 9

REF: Determining Employee Wages, p. 284 TOP: CDA, GC, II. Patient Management and Administrative Duties

12. Which entity’s website provides the application for an Employer Identification Number? a. United States Mint b. Internal Revenue Service c. American Dental Association d. Department of Health and Human Services ANS: B

The Internal Revenue Service’s website provides the application for an Employee Identification Number. The United States Mint, American Dental Association, and Department of Health and Human Services do not have Employee Identification Number applications. DIF: Comprehension REF: Initial Payroll Records, p. 281 OBJ: 14 TOP: CDA, GC, II. Patient Management and Administrative Duties

13. An employer is required to have every employee complete a W-4 form. The W-4 form

determines the number of exemptions an employee will claim. a. Both statements are true. b. Both statements are false. c. The first statement is false; the second statement is true. d. The first statement is true; the second statement is false. ANS: A

Both statements are true. Employers must require every employee to complete a W-4 form, which determines the number of tax exemptions that employee will claim while working for that employer. DIF: Comprehension REF: Initial Payroll Records, pp. 281, 283 OBJ: 8 TOP: CDA, GC, II. Patient Management and Administrative Duties 14. FUTA refers to the: a. Federal Unemployment Tax Act. b. Federal Universal Tax Agreement. c. Federal Unemployment Tax Action. d. Federal Universal Trade Agreement. ANS: A

FUTA refers to the Federal Unemployment Tax Act. DIF: Comprehension REF: Federal Unemployment Tax, p. 286 OBJ: 11 TOP: CDA, GC, II. Patient Management and Administrative Duties 15. An employer must keep all reNcorR ds pIertaGininBg.toCemMployment taxes available for inspection by

S N after T theOfederal income tax has been filed for that the IRS. These records may beU discarded year. a. Both statements are true. b. Both statements are false. c. The first statement is false; the second statement is true. d. The first statement is true; the second statement is false. ANS: D

The first statement is true; the second statement is false. An employer must keep all records pertaining to employment taxes available for inspection by the IRS. These tax records should be kept for at least 4 years after the date on which the taxes to which they apply become due. DIF: Recall OBJ: 13

REF: Retention of Payroll and Tax Records, pp. 288, 290 TOP: CDA, GC, II. Patient Management and Administrative Duties

16. A bank checking account cannot be opened without the completion of a bank signature card.

Only the dentist’s signature can appear on the bank signature card. a. Both statements are true. b. Both statements are false. c. The first statement is false; the second statement is true. d. The first statement is true; the second statement is false. ANS: D

The first statement is true; the second statement is false. A bank checking account cannot be opened without the completion of a bank signature card. If another person is permitted to process transactions against the account, that person’s signature must also appear on a signature card for the account. DIF: Comprehension REF: Establishing a Checking Account, p. 270 OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties 17. A money order has the same function as a cashier’s check in that it is a method of paying a

creditor without the use of a personal check. A fee is charged for a money order but not for a cashier’s check. a. Both statements are true. b. Both statements are false. c. The first statement is false; the second statement is true. d. The first statement is true; the second statement is false. ANS: D

The first statement is true; the second statement is false. The money order and cashier’s check perform the same function, and a fee is charged for the use of each. DIF: Comprehension REF: Types of Checks, p. 273 OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties 18. Which must be kept in balance with the expenditures to achieve an acceptable level of profit

for the dental office? a. Checks b. Revenue c. Petty cash d. Withholding ANS: B

The amount of expenditures, which is the amount of money spent, must be kept in balance with the revenue, which is the amount of income. Checks are a means of ordering the bank to pay cash from a bank customer’s account and is not revenue. Petty cash is a small amount of cash kept on hand in the office to pay for small expenses and is not revenue. Withholding is the amount of money withheld for federal or state taxes and is not revenue. DIF: Comprehension REF: Determining a Budget, pp. 268-269 OBJ: 3 TOP: CDA, GC, II. Patient Management and Administrative Duties 19. Which document is used to perform bank reconciliation? a. Payroll b. Invoice c. Credit slip d. Check register ANS: D

The check register reflects all deposits and checks made from the account and should be used to perform bank reconciliation. Payroll is a list of a company’s employees and the amount of money they are to be paid. An invoice is a list of goods sent or services provided, with a statement of the sum due. A credit slip is a paper book used to record bank transactions on a deposit account.

DIF: Comprehension REF: Basic Steps, p. 277 OBJ: 7 TOP: CDA, GC, II. Patient Management and Administrative Duties 20. Which federal law protects consumers engaged in the transfer of funds through electronic

methods? a. FICA b. FUTA c. EFTPS d. EFT Act ANS: D

The federal Electronic Fund Transfer Act (EFT Act) covers some electronic consumer transactions. The Federal Insurance Contributions Act (FICA) is a law that requires deductions for Social Security and Medicare taxes. The Federal Unemployment Tax Act (FUTA) is a United States federal law that imposes a federal employer tax used to help fund state workforce agencies. The Electronic Federal Tax Payment System (EFTPS) is a system for paying federal taxes electronically using the Internet. DIF: Comprehension REF: Online Banking, p. 269 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties 21. Which is most closely associated with the Employer Identification Number? a. Form W-2 b. Form W-4 c. Form SS-4 d. Form W-3 e. Forms 94x ANS: C

The Form SS-4 is the application form used to obtain an employer identification number. The Form W-2 is a wage and tax statement for a calendar year must be provided for each employee. The Form W-4 is the federal form used to determine the status of each employee for income tax deductions from wages. The Form W-3 is the form which accompanies the W-2 forms that are submitted annually to the IRS. Forms 94x is associated with electronically depositing withheld income tax and social security taxes. DIF: Recall REF: Initial Payroll Records, p. 281 OBJ: 14 TOP: CDA, GC, II. Patient Management and Administrative Duties 22. It is generally required that the employer deposits withheld income tax, Social Security, and

Medicare taxes in an authorized commercial bank or a Federal Reserve Bank. The frequency of the deposits is determined by the amount of the taxes. a. Both statements are true. b. Both statements are false. c. The first statement is false; the second statement is true. d. The first statement is true; the second statement is false. ANS: A

Both statements are true. Generally the employer must deposit withheld income tax, Social Security, and Medicare taxes in an authorized commercial bank or a Federal Reserve Bank. The amount of taxes determines the frequency of deposits.

DIF: Comprehension REF: Electronic Deposit Requirement, p. 286 OBJ: 10 TOP: CDA, GC, II. Patient Management and Administrative Duties 23. Which of the following is FALSE regarding distribution of parts of the W-2 form? a. One copy to IRS b. One copy to state, city, or local tax departments c. Three copies to employee d. One copy for employer e. None of the options are false. ANS: E

None of the options are false. The W-2 form is prepared in six parts and distributed in the following manner: one copy for IRS use; one copy to state, city, or local tax departments; three copies to the employee (one for filing federal tax returns, one for state or local tax purposes, and one for the employee’s files); and one copy retained by the employer. DIF: Recall OBJ: 12

REF: Wage and Tax Statement (Form W-2), p. 286 TOP: CDA, GC, II. Patient Management and Administrative Duties

24. Card readers are commonly attached to the input screen because the use of credit and debit

cards has been increasing. a. Both the statement and the reason are CORRECT and related. b. Both the statement and the reason are correct but NOT related. c. The statement is correct, but the reason is NOT. d. The statement is NOT correct, but the reason is CORRECT. e. NEITHER the statement, nor the reason is CORRECT. ANS: A

Both the statement and the reason are CORRECT and related. Card readers are commonly attached to the input screen because credit and debit cards are increasingly being used to pay fees. DIF: Comprehension REF: Other Forms of Payment, p. 274 OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties 25. All financial activities can be performed online via the Internet in most modern practices.

Electronic transactions have increased the percentage of financial transactions in this country completed by check. a. Both statements are true. b. Both statements are false. c. The first statement is false; the second statement is true. d. The first statement is true; the second statement is false. ANS: D

The first statement is true; the second statement is false. All financial activities can be performed online via the Internet in most modern practices. Debit cards and electronic transactions have decreased the percentage of financial transactions in this country done by check. DIF: Comprehension REF: Intro, p. 268 | Checks, p. 271 OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties

TRUE/FALSE 1. Whereas certified checks and money orders generally involve fees, cashier’s checks are issued

free of charge. ANS: F

Certified checks, cashier’s checks, and money orders all have fees associated with them. DIF: Comprehension REF: Types of Checks, pp. 271, 273 OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties 2. A bank draft is a check drawn by the cashier of one bank on another bank where it has

available funds on deposit or credit. ANS: T

A bank draft is a check drawn by the cashier of one bank on another bank where the former bank has funds available on deposit or credit. DIF: Recall REF: Types of Checks, p. 273 OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties 3. Reconciling a bank account is balancing the bank statement with the check stub or check

Reconciling the bank accounN t meRansIto bGalaB nc.eC theM bank statement with the check stub or U S N T O check register balance. DIF: Comprehension REF: Basic Steps, p. 277 OBJ: 7 TOP: CDA, GC, II. Patient Management and Administrative Duties 4. A petty cash fund requires less accuracy than a checking account. ANS: F

A petty cash fund requires the same amount of accuracy as a checking account. DIF: Recall REF: Petty Cash, p. 278 OBJ: 7 TOP: CDA, GC, II. Patient Management and Administrative Duties 5. FICA taxes include Social Security and Medicare taxes. ANS: T

FICA taxes include Social Security and Medicare taxes. DIF: Recall OBJ: 1

REF: Key Terms, p. 267 | Determining Employee Wages, p. 284 TOP: CDA, GC, II. Patient Management and Administrative Duties

6. Net pay is the amount of earnings before deductions are taken. ANS: F

Net pay is the “take-home” pay or the amount of earnings after deductions. DIF: Recall OBJ: 9

REF: Key Terms, p. 267 | Employee Earnings Records, p. 283 TOP: CDA, GC, II. Patient Management and Administrative Duties

7. When writing a check, you do not need to enter the amount in words. ANS: F

The amount of a check is written both numerically and in words. DIF: Comprehension REF: Accepting and Writing Checks, p. 273; Figure 16.8, p. 274 OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties 8. The data that are magnetically encoded on the bottom of a check includes the bank

identification number. ANS: T

On the bottom of the check, the first number is the bank identification number (also found in the ABA identification number), and the second number is the check writer’s checking account number. DIF: Comprehension REF: Checks, p. 271; Figure 16.6, p. 273 OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties 9. Some administrative assistants may be given power of attorney that entitles them to sign

checks for the practice. ANS: T

If the administrative assistant is allowed to sign the checks, the bank may require that the assistant be given power of attorney. DIF: Comprehension REF: Establishing a Checking Account, p. 270 OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties 10. The Transmittal of Wage and Tax Statements (Form W-3) and copy A of the Wage and Tax

Statement (W-2) are submitted together to the Internal Revenue Service. ANS: T

A copy A of all W-2 forms issued for the previous year and Form W-3, Transmittal of Wage and Tax Statements (Fig. 16.28), must be sent to the IRS. The Form W-3 is not submitted alone. DIF: Comprehension REF: Report of Withheld Income Tax (Form W-3), p. 288 OBJ: 14 TOP: CDA, GC, II. Patient Management and Administrative Duties 11. The Employee’s Withholding Allowance Certificate is a 9-digit number assigned to sole

proprietors or corporations for filing and reporting payroll information. ANS: F

The Employee’s Withholding Allowance Certificate (Form W-4) is the federal form used to determine the status of each employee for income tax deductions from wages. The Employer identification number is a 9-digit number assigned to sole proprietors or corporations for filing and reporting payroll information. DIF: Recall OBJ: 14

REF: Initial Payroll Records, pp. 281, 283 TOP: CDA, GC, II. Patient Management and Administrative Duties

12. You must use electronic funds transfer to make all federal tax deposits. ANS: T

You must use electronic funds transfer to make all federal tax deposits (e.g., employment tax, excise tax, corporate income tax). DIF: Recall OBJ: 11

REF: Electronic Deposit Requirement, p. 285 TOP: CDA, GC, II. Patient Management and Administrative Duties

Chapter 17: Infection Control Systems Finkbeiner: Practice Management for the Dental Team, 9th Edition MULTIPLE CHOICE 1. Which type of infection originates from within the body? a. Exogenous b. Autogenous c. Homogenous d. Androgynous ANS: B

An autogenous infection is a self-produced infection, originating within the body. Exogenous is caused by factors or agents outside the body. Homogenous is having uniform structure or composition throughout. Androgynous is having both male and female characteristics and qualities. DIF: Recall REF: Types of Infections, p. 295 OBJ: 3 TOP: CDA, ICE, I. Standard Precautions and the Prevention of Disease Transmission | ICE, II. Prevent Cross-Contamination During Procedures 2. Which entity requires the maintenance of Safety Data Sheets in the dental office? a. EPA b. ADA c. OSHA d. DHHS ANS: C

The Occupational Safety and Health Administration’s (OSHA’s) hazard communication standards require the maintenance of Safety Data Sheets (SDS). The Environmental Protection Agency (EPA) is an agency of the U.S. federal government that was created for the purpose of protecting human health and the environment by writing and enforcing regulations based on laws passed by Congress and is not the entity requiring the maintenance of SDS. The American Dental Association (ADA) is the American professional association for dentists and is not the entity requiring the maintenance of SDS. The Department of Health and Human Services (DHHS) is a federal department in the executive branch of the government of the United States and is not the entity requiring the maintenance of SDS. DIF: Comprehension REF: Hazard Communication Program, p. 299 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties | ICE, IV. Occupational Safety/Administrative Protocols 3. An employer must offer the hepatitis B vaccine to an employee at minimal cost after

occupational exposure training. The hepatitis B vaccine must be offered within 30 days of placement in a position that involves occupational exposure. a. Both statements are true. b. Both statements are false. c. The first statement is false; the second statement is true. d. The first statement is true; the second statement is false.

ANS: B

Both statements are false. The hepatitis B vaccine must be offered to employees at no cost after occupational exposure training is completed and within 10 days of placement in a position that involves occupational exposure. DIF: Recall REF: Immunization, pp. 316, 317 | Government Regulations, Box 17.2, p. 298 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties | ICE, IV. Occupational Safety/Administrative Protocols 4. At which entity can the administrative assistant purchase the Regulatory Compliance Manual? a. EPA b. ADA c. OSHA d. DHHS ANS: B

The American Dental Association (ADA) sells the Regulatory Compliance Manual. The Environmental Protection Agency (EPA), Occupational Safety and Health Administration (OSHA), and Department of Health and Human Services (DHHS) all do not sell the Regulatory Compliance Manual. DIF: Comprehension REF: Maintaining Regulatory Records, p. 299 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties | ICE, IV. Occupational Safety/Administrative Protocols

Mone source to another is defined as: feU ctR ioS n,IoN r dGisTeB as. eC froOm 5. The transfer of impurities, inN a. bioburden. b. infectious waste. c. cross-contamination. d. autogenous infection. ANS: C

Cross-contamination is the transfer of impurities, infection, or disease from one source to another. Bioburden is any substance that interferes with the sterilization process. Infectious waste is waste that is capable of producing an infectious disease. Autogenous infection is a self-produced infection, originating within the body. DIF: Recall REF: Key Terms, p. 293 OBJ: 1 TOP: CDA, ICE, I. Standard Precautions and the Prevention of Disease Transmission | ICE, II. Prevent Cross-Contamination During Procedures 6. If the administrative assistant has not received the hepatitis B vaccine and is asked to assist in

the treatment room with a patient who has a history of hepatitis B, the administrative assistant should: a. use standard precautions. b. double glove before treating the patient. c. refuse to assist because the administrative assistant has not been vaccinated. d. explain that the administrative assistant’s duties are limited to office duties. ANS: A

Standard precautions are used on all patients, so a patient with a known disease should be treated the same as one without a known disease. Double gloving is unnecessary. Choosing not to be vaccinated with the hepatitis B vaccine does not limit the duties the administrative assistant may be asked to perform. The administrative assistant should be prepared to assist the dentist if needed at chairside. DIF: Comprehension REF: Government Regulations, p. 298 OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties | ICE, I. Standard Precautions and the Prevention of Disease Transmission | ICE, II. Prevent Cross-Contamination During Procedures | ICE, IV. Occupational Safety/Administrative Protocols 7. Hepatitis B is a(n) a. airborne b. bloodborne c. vector-borne d. droplet-borne

pathogen.

ANS: B

Bloodborne pathogens are microorganisms that are present in human blood and can cause disease in humans. These pathogens include, but are not limited to, hepatitis B. Airborne transmission occurs via evaporated droplets containing microorganisms that remain suspended in the air for long periods of time or dust particles containing the infectious agent. Vector-borne occurs when vectors such as mosquitoes, flies, rats, and other vermin transmit microorganisms. Droplet-borne is transmission that occurs when droplets containing microbes from the infected person are propelled a short distance through the air and deposited on the host’s body. DIF: Recall REF: Key Terms, p. 293 OBJ: 1 TOP: CDA, ICE, I. Standard Precautions and the Prevention of Disease Transmission | ICE, II. Prevent Cross-Contamination During Procedures 8. If an employee refuses to receive the hepatitis B vaccine, he or she must: a. be terminated from employment. b. remain in the business office area. c. have access to the vaccine if the employee has a change of mind. d. obtain a signature from a licensed physician to waive the vaccine. ANS: C

The employer must give the employee access to the vaccine at no charge if he or she has a change of mind. Refusal of the hepatitis B vaccine cannot be used to terminate an employee. An employee has the right to refuse the hepatitis B vaccine, but the duties of the administrative assistant require that he or she leave the confines of the business office. Obtaining a signature from a licensed physician to waive the vaccine is not necessary, but the employee must sign a declination form, stating that they have been afforded the opportunity to be vaccinated but chose not to do so at the present time. DIF: Comprehension REF: Government Regulations, Box 17.2, p. 298 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties | ICE, IV. Occupational Safety/Administrative Protocols

9. Standard precautions are used in the dental office for: a. all patients. b. adult patients. c. patients with HIV/AIDS. d. patients with hepatitis B or C. ANS: A

Standard precautions require that all patients be treated as though they are potentially infectious. DIF: Comprehension REF: Government Regulations, p. 298 | Aseptic Technique, p. 312 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties | ICE, I. Standard Precautions and the Prevention of Disease Transmission | ICE, II. Prevent Cross-Contamination During Procedures | ICE, IV. Occupational Safety/Administrative Protocols 10. Disease transmission via contaminated dental instruments, equipment, or records is referred to

as a. b. c. d.

contact. direct vector indirect airborne

ANS: C

Disease transmission via contaminated dental instruments, equipment, or records is referred to as indirect contact. Direct contact is physical contact, such as touching an infected person. Vector demission occurs wheNn vR ectors suchBa. s mosM quitoes, flies, rats, or other vermin transmit U SINGoccurs T C microorganisms. Airborne transmission viaOevaporated droplets containing microorganisms that remain suspended in the air for long periods of time or dust particles containing the infectious agent. DIF: Recall REF: Routes of Infection Transmission, p. 295 OBJ: 3 TOP: CDA, ICE, I. Standard Precautions and the Prevention of Disease Transmission | ICE, II. Prevent Cross-Contamination During Procedures 11. Which dental healthcare worker is responsible for breaking the cycle of disease transmission? a. The dentist b. The office manager c. The entire dental staff d. The clinical dental assistant ANS: C

Infection control is the responsibility of the entire dental staff. DIF: Comprehension REF: Infection Control in the Dental Office, p. 296 OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties | ICE, I. Standard Precautions and the Prevention of Disease Transmission | ICE, II. Prevent Cross-Contamination During Procedures | ICE, III. Instrument/Device Processing

12. Which is an improper technique as it relates to infection control in the dental office? a. Eating in the dental laboratory b. Changing gloves for each patient c. Storing instruments in sealed bags d. Placing patient records outside the treatment room ANS: A

Eating in a potentially contaminated site could expose an employee to infectious diseases and should be avoided. Changing gloves for each patient is an essential component of infection control. Storing instruments in sealed bags is an essential component of infection control. Placing patient records outside the treatment room is an essential component of infection control. DIF: Comprehension REF: Infection Control in the Dental Office, Table 17.2, p. 297 OBJ: 5 TOP: CDA, ICE, I. Standard Precautions and the Prevention of Disease Transmission | ICE, II. Prevent Cross-Contamination During Procedures | ICE, III. Instrument/Device Processing 13. Which is not a regulatory record that needs to be retained? a. Employee training records b. Biological monitoring strips c. Exposure determination form d. Informed refusal for the hepatitis B vaccine ANS: B

The test strip is returned to the manufacturer or a monitoring agency for verification that sterilization has occurred. ThN e ofR U fice SIrec NGeive TBs.wCritte OMn documentation that is maintained as a record. Employee training records need to be retained. Exposure determination forms need to be retained. Informed refusal for the hepatitis B vaccine needs to be retained. DIF: Comprehension REF: Maintaining Regulatory Records, p. 299 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties | ICE, IV. Occupational Safety/Administrative Protocols 14. The best way to eliminate record contamination is to place the patient’s clinical chart a. b. c. d.

before treatment begins. in the business office outside the treatment room behind the head of the patient on the clinical assistant’s mobile cart

ANS: B

The best way to eliminate record contamination is to place the patient’s clinical chart outside the room before treatment begins. Although the clinical chart would not become contaminated if left in the business office, it is also not available to the dental staff treating the patient. The patient chart will become contaminated if placed behind the head of the patient. The patient chart will become contaminated if left in the treatment room. DIF: Comprehension REF: Infection Control in the Dental Office, Table 17.2, p. 297

OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties | ICE, I. Standard Precautions and the Prevention of Disease Transmission | ICE, II. Prevent Cross-Contamination During Procedures 15. Before touching a patient chart after treating a patient, the clinical assistant should: a. wash gloved hands and proceed to the business office. b. remove gloves used during the procedure and wash hands. c. remove gloves used during the procedure and put on new gloves. d. wash gloved hands then remove the gloves and place them in a uniform pocket. ANS: B

To prevent cross-contamination, the clinical assistant should remove contaminated gloves and wash his or her hands before leaving the treatment room. DIF: Comprehension REF: Infection Control in the Dental Office, Table 17.2, p. 297 OBJ: 5 TOP: CDA, ICE, I. Standard Precautions and the Prevention of Disease Transmission | ICE, II. Prevent Cross-Contamination During Procedures 16. Which would be considered the best method for determining whether a sterilizer is

functioning properly? a. A biological spore test through a monitoring system b. Monitoring the time, temperature, and pressure used c. Replacing the gauges on the sterilizer on a yearly basis d. A chemically treated tape used on packages that changes color ANS: A

The use of calibrated biological controls remains the gold standard of sterilization. Although monitoring the time, temperature, and pressure used on a sterilizer are needed, control gauges may not reflect the actual conditions inside the sterilizer. Replacement of the gauges is not necessary. Although chemically treated tapes that change color are available to use as a means of checking for proper sterilizer function, various factors may diminish their reliability. DIF: Comprehension REF: Instrument Sterilization, p. 317 OBJ: 5 TOP: CDA, ICE, III. Instrument/Device Processing 17. Which is considered regulated waste in a dental office? a. Gloves b. Face masks c. Patient napkins d. Contaminated sharps ANS: D

According to OSHA, “Infectious or regulated waste means blood and blood products, contaminated sharps, pathological wastes, and microbiological wastes.” Nonregulated waste refers to the total discarded solid waste that is generated from patient diagnosis, treatment, or other management areas. This includes items such as gloves and face masks but not sharps or other infectious or hazardous waste. DIF: Comprehension OBJ: 7

REF: Waste Disposal in the Dental Office, pp. 318-319

TOP: CDA, GC, II. Patient Management and Administrative Duties | ICE, II. Prevent Cross-Contamination During Procedures | ICE, IV. Occupational Safety/Administrative Protocols 18. In the dental office, employers are required to provide laundering of protective clothing. An

administrative assistant must wear a protective gown when handling a patient’s clinical record. a. Both statements are true. b. Both statements are false. c. The first statement is false; the second statement is true. d. The first statement is true; the second statement is false. ANS: D

The first statement is true; the second statement is false. Employers must provide laundering of protective clothing. An administrative assistant is not required to wear a protective gown when handling a patient’s clinical record because a clinical record should not be contaminated. DIF: Comprehension REF: Government Regulations, Box 17.2, p. 298 OBJ: 5 TOP: CDA, GC, II. Patient Management and Administrative Duties | ICE, I. Standard Precautions and the Prevention of Disease Transmission | ICE, IV. Occupational Safety/Administrative Protocols 19. Which disease can be contracted via inhalation? a. AIDS b. Herpes c. Hepatitis B d. Tuberculosis ANS: D

Tuberculosis is spread through the air from one person to another. AIDS (acquired immunodeficiency syndrome) is a chronic condition caused by the human immunodeficiency virus (HIV). HIV is a bloodborne pathogen contracted via contact with blood and body fluids. Herpes transmission occurs via direct contact, such as touching infected skin. Hepatitis B is a bloodborne pathogen contracted via contact with blood and body fluids. DIF: Comprehension REF: Disease Transmission, Table 17.1, p. 295 OBJ: 3 TOP: CDA, ICE, I. Standard Precautions and the Prevention of Disease Transmission | ICE, II. Prevent Cross-Contamination During Procedures 20. Which entity developed a program for overseeing the handling, tracking, transportation, and

disposal of medical waste after it has left the dental office? a. EPA b. ADA c. OSHA d. DHHS ANS: A

The Environmental Protection Agency (EPA), a federal regulatory agency, developed a program for overseeing the handling, tracking, transportation, and disposal of medical waste after it has left the dental office. The American Dental Association (ADA) is the American professional association for dentists and does not oversee medical waste. The Occupational Safety and Health Administration’s (OSHA) hazard communication standards do not oversee medical waste. The Department of Health and Human Services (DHHS) is a federal department in the executive branch of the government of the United States does not oversee medical waste. DIF: Recall REF: Government Regulations, p. 299 OBJ: 7 TOP: CDA, GC, II. Patient Management and Administrative Duties | ICE, IV. Occupational Safety/Administrative Protocols 21. Which of the following refers to the act of making something clean and free of dirt? a. Sepsis b. Antiseptic c. Sanitization d. Disinfection e. Sterilization ANS: C

Sanitization refers to the act of making something clean and free of dirt. Sepsis is a pathological state characterized by the presence of pathogens. An antiseptic is an antimicrobial agent that can be applied to a body surface to minimize infection. Disinfection is the process of destroying some pathogenic microorganisms. Sterilization is the process of rendering an item free of germs. In dentistry this is commonly achieved by steam under pressure, dry heat, or chemical vapor. G B.C M

N R I U S N T

DIF: Recall REF: Key Terms, p. 294 OBJ: 1 TOP: CDA, ICE, II. Prevent Cross-Contamination During Procedures | ICE, III. Instrument/Device Processing 22. Which of the following refers to the process of destroying some organisms? a. Sepsis b. Antiseptic c. Sanitization d. Disinfection e. Sterilization ANS: D

Disinfection is the process of destroying some pathogenic microorganisms. Sepsis is a pathological state characterized by the presence of pathogens. An antiseptic is an antimicrobial agent that can be applied to a body surface to minimize infection. Sanitization refers to the act of making something clean and free of dirt. Sterilization is the process of rendering an item free of germs. In dentistry this is commonly achieved by steam under pressure, dry heat, or chemical vapor. DIF: Recall REF: Key Terms, p. 293 OBJ: 1 TOP: CDA, ICE, II. Prevent Cross-Contamination During Procedures | ICE, III. Instrument/Device Processing

23. Which of the following refers to a pathological state characterized by the presence of

pathogens? a. Sepsis b. Antiseptic c. Sanitization d. Disinfection e. Sterilization ANS: A

Sepsis is a pathological state characterized by the presence of pathogens. An antiseptic is an antimicrobial agent that can be applied to a body surface to minimize infection. Sanitization refers to the act of making something clean and free of dirt. Disinfection is the process of destroying some pathogenic microorganisms. Sterilization is the process of rendering an item free of germs. In dentistry this is commonly achieved by steam under pressure, dry heat, or chemical vapor. DIF: Recall REF: Key Terms, p. 294 | Aseptic Technique, p. 312 OBJ: 1 TOP: CDA, ICE, II. Prevent Cross-Contamination During Procedures | ICE, III. Instrument/Device Processing 24. Which of the following is commonly achieved by steam under pressure, dry heat, or chemical

vapor? a. Sepsis b. Antiseptic c. Sanitization d. Disinfection e. Sterilization ANS: E

Sterilization is the process of rendering an item free of germs. In dentistry this is commonly achieved by steam under pressure, dry heat, or chemical vapor. Sepsis is a pathological state characterized by the presence of pathogens. An antiseptic is an antimicrobial agent that can be applied to a body surface to minimize infection. Sanitization refers to the act of making something clean and free of dirt. Disinfection is the process of destroying some pathogenic microorganisms. DIF: Recall REF: Key Terms, p. 294 | Instrument Sterilization, p. 317 OBJ: 5 TOP: CDA, ICE, II. Prevent Cross-Contamination During Procedures | ICE, III. Instrument/Device Processing TRUE/FALSE 1. Employers must provide personal protective equipment for all employees at a minimal cost to

the employee. ANS: F

Employers must provide personal protective equipment at no cost to the employee. DIF: Recall

REF: Government Regulations, Box 17.2, p. 298

OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties | ICE, IV. Occupational Safety/Administrative Protocols 2. General work clothes are not considered protection against exposure to blood, bodily fluids,

and saliva. ANS: T

Protective clothing must be worn to protect against possible exposures. DIF: Recall REF: Government Regulations, Box 17.2, p. 298 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties | ICE, I. Standard Precautions and the Prevention of Disease Transmission | ICE, IV. Occupational Safety/Administrative Protocols 3. Training records must be kept for a minimum of 3 years after the training session. ANS: T

Training records should be retained for 3 years. DIF: Recall REF: Government Regulations, Box 17.2, p. 298 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties | ICE, IV. Occupational Safety/Administrative Protocols 4. It is not necessary for the administrative assistant to understand the routes of disease

transmission. ANS: F

Although the administrative assistant’s primary role may involve no direct contact, he or she may be called on to perform a clinical task that could expose him or her to saliva and oral fluids. DIF: Comprehension REF: Intro, p. 294 OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties | ICE, I. Standard Precautions and the Prevention of Disease Transmission | ICE, II. Prevent Cross-Contamination During Procedures 5. Under OSHA standards, an employer at a dental office must offer medical care if an exposure

occurs. ANS: T

Employers must reduce or eliminate exposure and offer medical care and counseling if exposure occurs. DIF: Recall REF: Government Regulations, Box 17.2, p. 298 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties | ICE, IV. Occupational Safety/Administrative Protocols 6. When treating a patient with hepatitis C, additional standard precautions are taken to prevent

cross-contamination.

ANS: F

Standard precautions should be used; that is, all patients should be treated as though they are potentially infectious. By using standard precautions, everyone is treated equally, and you are always protected from what you may know or may not know. DIF: Comprehension REF: Government Regulations, p. 298 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties | ICE, I. Standard Precautions and the Prevention of Disease Transmission | ICE, II. Prevent Cross-Contamination During Procedures | ICE, IV. Occupational Safety/Administrative Protocols 7. Wearing the same mask for more than one patient is an acceptable practice in the dental

office. ANS: F

Always change masks between patients and use more than one mask if treatment procedure is lengthy. DIF: Recall REF: Infection Control in the Dental Office, Table 17.2, p. 297 OBJ: 5 TOP: CDA, ICE, I. Standard Precautions and the Prevention of Disease Transmission | ICE, II. Prevent Cross-Contamination During Procedures 8. Reusing gloves after washing them increases the risk of disease transmission. ANS: T

Disposable examination gloves should be worn and not reused. DIF: Comprehension REF: Infection Control in the Dental Office, Table 17.2, p. 297 OBJ: 5 TOP: CDA, ICE, I. Standard Precautions and the Prevention of Disease Transmission | ICE, II. Prevent Cross-Contamination During Procedures 9. A plastic bag placed over a dental chair is considered a barrier cover. ANS: T

Barriers coverings may be used on a variety of surfaces to lessen the need for surface disinfection. DIF: Comprehension REF: Barrier Protection, Box 17.4, p. 317 OBJ: 5 TOP: CDA, ICE, I. Standard Precautions and the Prevention of Disease Transmission | ICE, II. Prevent Cross-Contamination During Procedures 10. OHSA requires employers to have plans to protect and train employees, and these plans must

be reviewed and updated every 2 years. ANS: F

OHSA requires employers to have plans to protect and train employees, and these plans must be reviewed and updated annually.

DIF: Comprehension REF: Government Regulations, Box 17.2, p. 298 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties | ICE, IV. Occupational Safety/Administrative Protocols 11. Hazardous products that are dispensed into secondary containers, such as chemical sterilants,

do not need to be labeled with a hazardous chemical label. ANS: F

Hazardous products that are dispensed into secondary containers, such as chemical sterilants, must be labeled with a hazardous chemical label. DIF: Recall REF: Labeling of Hazardous Materials, p. 312 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties | ICE, III. Instrument/Device Processing | ICE, IV. Occupational Safety/Administrative Protocols 12. Kitty litter can be used to absorb a hazardous spill in the dental office. ANS: T

An inert absorbing material, such as kitty litter, can be used to absorb a hazardous spill in the dental office. DIF: Comprehension REF: Safety Equipment for Hazardous Situations, p. 312 OBJ: 7 TOP: CDA, GC, II. Patient Management and Administrative Duties | ICE, II. Prevent Cross-Contamination During Procedures | ICE, IV. Occupational Safety/Administrative Protocols

N R I G B.C M

13. A gauze sponge that releases bU loodSwhNen T compreO ssed is considered infectious waste. ANS: T

The primary factor in defining regulated medical waste is determined by the presence of blood or other potentially infectious material (OPIM). In dentistry, OPIM is mainly saliva. Some offices involved with surgeries may also generate a small amount of non-sharp solid medical waste, such as 2  2 gauze or cotton rolls that are saturated or caked with blood or saliva. DIF: Comprehension REF: Waste Disposal in the Dental Office, p. 319 OBJ: 7 TOP: CDA, GC, II. Patient Management and Administrative Duties | ICE, II. Prevent Cross-Contamination During Procedures | ICE, IV. Occupational Safety/Administrative Protocols 14. Most potentially infectious individuals are asymptomatic. ANS: T

The reality is that most potentially infectious individuals are asymptomatic and therefore undiagnosed. DIF: Comprehension REF: Educating Patients About Infection Control Programs, p. 318 OBJ: 6 TOP: CDA, ICE, I. Standard Precautions and the Prevention of Disease Transmission

15. The Summary of Infection Prevention Practices in Dental Settings: Basic Expectations for

Safe Care was published in 2016 by the ADA. ANS: F

In 2016, the CDC published the Summary of Infection Prevention Practices in Dental Settings: Basic Expectations for Safe Care. It may be found at both the CDC and the ADA websites. DIF: Recall REF: Intro, p. 294 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties | ICE, IV. Occupational Safety/Administrative Protocols

Chapter 18: Planning and Managing Your Career Path Finkbeiner: Practice Management for the Dental Team, 9th Edition MULTIPLE CHOICE 1. Which is not an action verb to be used in a letter of application? a. Led b. Kept c. Cheerfully d. Contributed ANS: C

“Cheerfully” is an adverb not an action verb. “Led,” “Kept,” and “Contributed” are all action verbs. DIF: Comprehension REF: Request an Interview, Box 18.4, p. 330 OBJ: 10 TOP: CDA, GC, II. Patient Management and Administrative Duties 2. You are offered a job for less money than you had expected. Which comment reflects that you

are interested in the job but expect greater compensation? a. “I want more money because that is not a fair wage.” b. “I will accept that salary if that is what you think I am worth.” c. “I can earn more money for a dentist on the other side of town.” d. “I will begin for that salary, but I would like to be reevaluated in 30 days.” ANS: D

“I will begin for that salary, bNutUIRwo oC beOrM eevaluated in 30 days.” indicates that you SIuld NGlike TBt. will accept the salary but would like confirmation of advancement in the near future. “I want more money because that is not a fair wage” does not indicate that you are interested in the job and is combative. “I will accept that salary if that is what you think I am worth” does not reflect that you expect a higher wage at any time and does not display confidence. “I can earn more money for a dentist on the other side of town” does not indicate that you are interested in the job. DIF: Comprehension REF: The Personal Interview, pp. 344-345 OBJ: 14 TOP: CDA, GC, II. Patient Management and Administrative Duties 3. Which is considered a hard skill? a. Creativity b. Self-discipline c. Computer skills d. Ethical behavior ANS: C

Computer skills are considered hard skills. Hard skills are specific, teachable abilities that can be defined and measured. Creativity, self-discipline, and ethical behavior are all considered soft skills. Soft skills are character traits and interpersonal skills. DIF: Comprehension REF: Planning and Organizing, p. 322 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties

4. Studies have indicated that a skilled clinical assistant at chairside can increase productivity by

more than: a. 10%. b. 30%. c. 60%. d. 75%. ANS: B

Studies have indicated that a skilled clinical assistant at chairside can increase productivity by more than 30%. DIF: Recall REF: Clinical Assistant, p. 324 OBJ: 7 TOP: CDA, GC, II. Patient Management and Administrative Duties 5. A letter of application is also known as a: a. portfolio. b. cover letter. c. job application. d. functional résumé. ANS: B

A cover letter is another name for a letter of application. A portfolio is a compilation of samples of the applicant’s work. A job application is a form with a series of questions that request comprehensive data about the applicant, including educational background and work and professional experience. A functional résumé is a résumé that will list your skills first and then your work experience. DIF: Comprehension F:.C PrepM NURSINGRTEB O aring a Letter of Application, p. 329 OBJ: 10 TOP: CDA, GC, II. Patient Management and Administrative Duties 6. Studies have shown that as many as

of jobs are found from networking with friends,

acquaintances, and relatives. a. 10% b. 30% c. 75% d. 80% ANS: D

Studies have shown that as many as 80% of jobs are found from networking with friends, acquaintances, and relatives. DIF: Comprehension REF: Personal Networks, pp. 328-329 OBJ: 9 TOP: CDA, GC, II. Patient Management and Administrative Duties 7. When preparing a résumé for a prospective employer, you should: a. make the résumé easy to read. b. reply on spell-check to correct any spelling errors. c. use different types of fonts throughout the résumé. d. exaggerate your qualities and experience to appear more qualified. ANS: A

The résumé for a prospective employer should be easy to read. Spell-check will not correct all spelling errors, so another qualified person should read your résumé. The same type of font should be used throughout a résumé. Exaggerating your qualities and experience to seem more qualified is lying and is never acceptable. DIF: Recall OBJ: 10

REF: Creating a Résumé, Box 18.6, p. 339 TOP: CDA, GC, II. Patient Management and Administrative Duties

8. Which is considered a soft skill? a. Technical skills b. Stress management skills c. Verbal communication skills d. Written communications skills ANS: B

Stress management skills are considered soft skills. Soft skills are character traits and interpersonal skills. Hard skills are specific, teachable abilities that can be defined and measured. Technical skills are considered hard skills. Verbal communication skills are considered hard skills. Written communications skills are considered hard skills. DIF: Recall REF: Planning and Organizing, p. 322 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties 9. All of the following personal data should be included on a résumé except the applicant’s: a. address. b. full name. c. marital status. d. telephone number. ANS: C

An applicant’s marital status should not be included on a résumé. An applicant’s address, full name, and telephone number should be included on a résumé. DIF: Comprehension REF: Personal Data, p. 339 OBJ: 10 TOP: CDA, GC, II. Patient Management and Administrative Duties 10. A letter of application should be a. one b. two c. three d. four

page (s) in length.

ANS: A

The letter of application should be kept to a single page, including the date and the closing signature. DIF: Recall OBJ: 10

REF: Request an Interview, Box 18.5, p. 331 TOP: CDA, GC, II. Patient Management and Administrative Duties

11. Priorities are given a point value based on personal needs when developing a decision-making

grid. Salary should be the most important priority on the job decision-making grid. a. Both statements are true.

b. Both statements are false. c. The first statement is false; the second statement is true. d. The first statement is true; the second statement is false. ANS: D

The first statement is true; the second statement is false. Priorities are given a point value based on personal needs when developing a decision-making grid but where salary is placed as a priority is a personal decision. DIF: Comprehension REF: Determining Your Career Philosophy, Table 18.1, p. 325 OBJ: 6 TOP: CDA, GC, II. Patient Management and Administrative Duties 12. If you are applying for an administrative assistant position, which of the following should

NOT be included in your portfolio? a. PowerPoint slides b. Spread sheets you have prepared c. Letters of recommendation d. Your health status e. Reports, including graphics ANS: D

A portfolio is a compilation of samples of your work. Your health status should not be included. Your portfolio may include PowerPoint slides, spread sheets you have prepared, letters of recommendation, and reports including graphics. DIF: Comprehension REF: Preparing for an Interview, p. 341 OBJ: 12 TOP: CD , II. G PatieBn. tM and Administrative Duties NA,RGCI Canagement M

U S N T

13. References are not usually provided prior to the interview. Only references who will provide a

good recommendation should be chosen. a. Both statements are true. b. Both statements are false. c. The first statement is false; the second statement is true. d. The first statement is true; the second statement is false. ANS: A

Both statements are true. References are usually provided upon request, and are not usually provided prior to the interview. If references are requested, be sure to choose those who will provide a good recommendation. DIF: Comprehension REF: References, p. 340 OBJ: 10 TOP: CDA, GC, II. Patient Management and Administrative Duties 14. Which of the following should be avoided during a job interview? a. Making eye contact b. Talking about salary and hours immediately c. Demonstrating curiosity d. Showing enthusiasm before the job is offered ANS: B

Talking about salary and hours immediately should be avoided. Maintaining eye contact, demonstrating curiosity, and showing enthusiasm during the interview are all recommended behaviors. DIF: Comprehension REF: The Personal Interview, Box 18.10, p. 344 OBJ: 11 TOP: CDA, GC, II. Patient Management and Administrative Duties 15. A listing of all an applicant’s vital data, education, and career experiences which lists skills

first and then work experience after is called a: a. chronological résumé. b. professional summary. c. functional résumé. d. portfolio. ANS: C

A functional résumé will list applicant skills first and then work experience. A chronological résumé includes education and experience information in chronological order. A professional summary is an element of a résumé that may also be referred to as an objective and succinctly lists personal data, qualifications, experience, education, and the goal of seeking a job. A portfolio is a compilation of samples of the applicant’s work. DIF: Comprehension REF: Work Experience, p. 340 OBJ: 10 TOP: CDA, GC, II. Patient Management and Administrative Duties 16. The top rung of the Job Preparation Ladder is: a. Where am I now? b. How am I going to get there? c. Where have I been? d. How will I know when I’ve arrived? e. Where am I going? ANS: D

The top (5th) rung of the Job Preparation Ladder is How will I know when I’ve arrived? This is where you determine what success means to you. Where am I now?—is the 2nd rung of the ladder and defines where you are in your career path. How am I going to get there? —is the 4th rung of the ladder and identifies the steps that must be taken to achieve your goals. Where have I been?—is the bottom (1st rung) of the ladder requires reflection into the past and assists in identifying reasons for where you are now. Where am I going? —is the middle (3rd) rung of the ladder and requires that you identify your goals. DIF: Comprehension REF: Five Important Questions, Fig. 18.1, p. 322 OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties 17. Identification of goals is accomplished on which rung of the Job Preparation Ladder? a. Where am I now? b. How am I going to get there? c. Where have I been? d. How will I know when I’ve arrived? e. Where am I going? ANS: E

Where am I going?—is the middle (3rd) rung of the ladder and requires that you identify your goals. Where am I now?—is the 2nd rung of the ladder and defines where you are in your career path. How am I going to get there?—is the 4th rung of the ladder and identifies the steps that must be taken to achieve your goals. Where have I been?—is the bottom (1st rung) of the ladder requires reflection into the past and assists in identifying reasons for where you are now. How will I know when I’ve arrived?—is the top (5th) rung of the Job Preparation Ladder and is where you determine what success means to you. DIF: Comprehension REF: Five Important Questions, Fig. 18.1, p. 322 OBJ: 2 TOP: CDA, GC, II. Patient Management and Administrative Duties 18. More companies are seeking highly qualified dental healthcare providers to work in

management positions because a broad knowledge of dentistry is an asset to their business. a. Both the statement and the reason are CORRECT and related. b. Both the statement and the reason are correct but NOT related. c. The statement is correct, but the reason is NOT. d. The statement is NOT correct, but the reason is CORRECT. e. NEITHER the statement nor the reason is CORRECT. ANS: A

Both the statement and the reason are CORRECT and related. DIF: Recall REF: Insurance Offices, p. 327 OBJ: 8 TOP: CDA, GC, II. Patient Management and Administrative Duties 19. A portfolio is a listing of all the applicant’s vital data. Presenting it during the job interview

allows you to show what you can do rather than merely talk about it. a. Both the statements are trN uU e. RSINGTB.COM b. Both the statements are false. c. The first statement is true, and the second is false. d. The first statement is false, and the second is true. ANS: D

The first statement is false, and the second is true. A portfolio is a compilation of samples of the applicant’s work; it may include letters, spreadsheets, reports, PowerPoint slides, or other items. Presenting it during the job interview allows you to show what you can do rather than merely talk about it. DIF: Recall REF: Preparing for an Interview, p. 341 OBJ: 12 TOP: CDA, GC, II. Patient Management and Administrative Duties TRUE/FALSE 1. If an applicant contacts a dental office via telephone for a job interview, it is not necessary to

bring a résumé to the job interview. ANS: F

Whether the applicant plans to send a letter of application or decides to contact the office by telephone, he or she must prepare a résumé and take it to the job interview. DIF: Comprehension

REF: Contacting an Office by Telephone, p. 330

OBJ: 11

TOP: CDA, GC, II. Patient Management and Administrative Duties

2. The opening paragraph of a letter of application should describe the applicant’s skills and

abilities. ANS: F

The opening paragraph of a letter of application should provide an introduction of the applicant to the prospective employer. The applicant’s skills should be described in the second paragraph. DIF: Recall REF: Arouse Interest, pp. 329-330 OBJ: 10 TOP: CDA, GC, II. Patient Management and Administrative Duties 3. When completing a job application, it is wise to obtain two copies—a working copy and a

copy to submit to the employer. ANS: T

It is a good idea to have a working copy on which you can make a mistake and still have a good-looking copy to give to the employer. DIF: Recall OBJ: 10

REF: Completing the Job Application Form, p. 340 TOP: CDA, GC, II. Patient Management and Administrative Duties

4. Before asking for a raise, an employee should conduct a self-evaluation to determine if he or

she is justified in making such a request. ANS: T

A salary discussion is a two-N waUyRdS isI cuN ssGioTnBth.aC t aOllM ows an employee to identify his or her assets for the job and explain his or her performance and success to the employer. DIF: Recall REF: Asking for a Raise, p. 349 OBJ: 15 TOP: CDA, GC, II. Patient Management and Administrative Duties 5. An applicant in a job interview should never identify any personal weaknesses to the future

employer. ANS: F

Weaknesses should be identified but inform the future employer how these weaknesses can be overcome. DIF: Comprehension REF: Identifying Personal Assets and Liabilities, pp. 323-324 OBJ: 11 TOP: CDA, GC, II. Patient Management and Administrative Duties 6. It is best to use a one-size-fits-all résumé, so the applicant does not stand out. ANS: F

Never use a one-size-fits-all document because the applicant should make his or her résumé stand out and grasp the attention of the reader. DIF: Recall REF: Creating a Résumé, p. 331 OBJ: 10 TOP: CDA, GC, II. Patient Management and Administrative Duties

7. It is best to discuss the termination of your job with other members of the dental team before

informing the dentist. ANS: F

Do not discuss the termination of your job with other members of the team until you are ready to inform the dentist that you will be leaving. The grapevine is a poor method of informing the employer. DIF: Recall REF: Job Termination, p. 350 OBJ: 16 TOP: CDA, GC, II. Patient Management and Administrative Duties 8. A blind ad is an advertisement that does not show the person or organization that placed the

ad. ANS: T

A blind ad is an advertisement that does not show the person or organization that placed the ad. DIF: Recall OBJ: 8

REF: Key Terms, p. 321 | World Wide Web, p. 328, Figure 18.3, p. 329 TOP: CDA, GC, II. Patient Management and Administrative Duties

9. An advantage of a functional résumé is that it highlights the consistent progress from one

position to another. ANS: F

A chronological résumé highlights the consistent progress from one position to another. It begins with the most recent jN obUoRr S exIpN erG ieT ncB e. anCdOinMcludes the dates of employment. DIF: Recall OBJ: 10

REF: Work Experience, Box 18.8, p. 339; Box 18.9, p. 340 TOP: CDA, GC, II. Patient Management and Administrative Duties

10. When identifying personal assets and liabilities, it is important to identify weaknesses first. ANS: F

Personal positive characteristics and skills should be identified first. Next, identify personal liabilities, but analyze how these weaknesses can be overcome. DIF: Comprehension REF: Identifying Personal Assets and Liabilities, p. 323 OBJ: 4 TOP: CDA, GC, II. Patient Management and Administrative Duties