Medical Office ManagementOnline version Communication, Equipment and Supplies by Beckie Charron Kowalski 1 A system whereby large quantities of data can be accessed, searched, sorted and arranged very rapidly by computer is called a(n) _____ system. a word processing b electronic scheduling c research d data management 2 A computer monitor, hard drive and printer are known as ________________. a software b hardware c processing equipment d visual displays 3 The term for the technology that tells a computer what to do is known as the ______. a ram b software c hardware d disk space 4 The computer key DEL command means a deliver b delete c discard d directory 5 The computer's directional arrow keys _________________. a start the machine b are used with control keys c move the cursor, right left, up or down d correct typing mistakes 6 Referring to computers, the term "user friendly" refers to ___________ a how well written the manual is b how many documents the system will handle c can the system be cost effective d how easy the system is to operate 7 The process of changing words into numbers so that computers can be used in processing insurance claims is called a word manipulation b coding c classification d diagnostic numbering 8 A business letter written in full block style will have all lines ________________ a right justified b indented 5 spaces c equally spaced vertically d at the left hand margin 9 Making a duplicate file to protect computer information from being lost is called making a ___________ a backup b batch c saved disc d copy 10 When writing a business letter, the salutation of a letter should be followed by which punctuation mark? a Comma b None c Asterisk d Colon 11 A newsletter that weighs less than one pound would be considered _________ class mail. a first b second c third d fourth 12 What office instrument is designed to receive and send printed documents via the telephone? a Wire service b Office scanner c Fax Maching d Copy Machine 13 Business or handwritten mail that weighs less than 11 ounces is know as _______ class mail. a first b second c third d fourth 14 Parcel post or _____ class mail is used for bound printer matter, film & sound recordings. a first b second c third d fourth 15 Before placing a telephone caller on hold it is appropriate to ___________ a ask if you may put the caller on hold b wait for the caller to confirm that they can wait c obtain a return phone number d all of the above answers 16 An incoming call should be answered by the ______ring. a first b second c third d fourth 17 Which one of the following items is NOT needed when taking a routine phone message a Caller's name b Caller's return phone number c Current days date d Caller's drivers license # 18 Prior to answering an incoming call the medical assistant should _____ a smile b finish the previous call c screen the call with caller ID d release any anger 19 When handling incoming mail the medical assistant should a initial each piece of opened mail b open only mail marked personal c attach the envelope to the correspondence d all the answers are correct 20 A letter should be folded in ____________ using a #10 envelope? a half horizontally b half vertically c thirds face up d fourths face down 21 ___________________ is the study of words and their relationship to other words in a sentence. a Etiquette b Forum c Punctuation d Grammar 22 When handling a patient complaint which one of the following would be appropriate? a If the patient is angry, match his/her anger level, and s/he will calm down. b Take all complaints seriously and take thorough notes c Refuse to talk to patients who are complaining; the doctor should handle them d no correct answer 23 when working with patients from a culture different than your own, one should _____ a encourage them to speak english b show respect for their culture c speak loudly so they will understand d refrain from making eye contact 24 Body language, body posture, space and distance are all examples of _____- a non-verbal communication b verbal communication c written communication d all the answers are correct 25 When caring for patients with physical disabilities, which of these is NOT an appropriate consideration for most? a Do not rush them b Ask if they need assistance before giving assistance c Provide ample space for patients using assistive devices for mobility d Speak Loudly
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