Deck 25: Medical Practice Management and Human Resources

Question 1

All staff members should be encouraged to participate in professional organizations and complete continuing education units.

Answer 1

True

Question 2

The more duties the office manager can perform, the more valuable he or she is to the physician.

Answer 2

True

Question 3

Management problems can often be avoided by careful definition of the areas of responsibility for each staff member.

Answer 3

True

Question 4

Office managers cannot legally ask a potential employee to submit to a criminal background check.

Question 5

If a manager does not make a habit of writing formal reprimands to employees not performing as expected, insufficient evidence may be available to terminate his or her employment.

Question 6

Breaks and time off do not meet the physiologic needs of employees.

Question 7

The chain of command is less important in an office with many employees.

Question 8

Micromanagement is managing with extreme or excessive care in the treatment of details.

Question 9

Maslow's Hierarchy of Needs can be applied as a management concept.

Question 10

A chain of command is unwise in a physician's office.

Question 11

Interviews should be conducted when no one else is in the office.

Question 12

Management by Objectives suggests that the more visible and engaged the manager, the more productive the employees.

Question 13

Continuous staff development and training are crucial parts of managing a successful medical practice.

Question 14

A person who is currently employed should never be approached to accept a new position.

Question 15

The office manager serves as a liaison between patients, employees, and physicians.

Question 16

The best time to terminate an employee is usually at the beginning of the day.

Question 17

Employee morale is not an important consideration when management decisions are made.

Question 18

Coercive power is not manipulative.

Question 19

Intrinsic motivation is more difficult to discover than extrinsic motivation but is longer lasting.

Question 20

Mentors, such as parents and teachers, are often the objects of referent power.

Question 21

The office manager is responsible for making sure that employees adhere to office policies and procedures.

Question 22

Expert power is that of position or status.

Question 23

Disobedience to authority is called:

A)cohesiveness
B)impenetrability
C)meticulousness
D)insubordination

Question 24

Which of the following are qualities of an effective leader or office manager?

A)Has a sense of fairness
B)Has good communications skills
C)Uses good judgment
D)All of the above

Question 25

The new office manager should make sweeping changes in office policy during the first few weeks so that employees will respect him or her as a leader.

Question 26

Which of the following is a more intrinsic motivation?

A)Praise
B)Title
C)Promotions
D)Bonuses

Question 27

Maslow developed the management theories known as Theory X and Theory Y.

Question 28

Incentives give the employees reason to perform over and above the level expected of them.

Question 29

All employees are internally motivated, so the office manager is not required to motivate his or her employees.

Question 30

A person who defends the cause of another is called a(n):

A)caregiver
B)assistant
C)advocate
D)helper

Question 31

Theory Z offers a holistic view of employees and their families.

Question 32

Which of the following documents lists the order in which business is to be conducted during a meeting?

A)Agenda
B)Bylaws
C)Itinerary
D)Minutes

Question 33

The exhaustion of physical or emotional strength or motivation, usually as a result of prolonged stress or frustration, is called:

A)disparaging
B)micromanaging
C)burnout
D)blatant

Question 34

Leaders that are structured and organized and who ensure that their subordinates understand their duties are called:

A)charismatic
B)transformational
C)transactional
D)democratic

Question 35

Something that spurs an individual to action or rewards an individual for performing a task is called:

A)morale
B)incentive
C)appraisal
D)circumvention

Question 36

An office with more than _______ employee(s) should have one person designated as a supervisor or office manager.

A)1
B)2
C)3
D)4

Question 37

Sitting next to the employee is inappropriate at any time; the office manager should always sit at his or her desk across from an employee.

Question 38

The term for stealing from an employer is embezzlement.

Question 39

The type of power that is evident when a person is knowledgeable about a subject is called ______ power.

A)coercive
B)expert
C)legitimate
D)referent

Question 40

Most people embrace change at their place of employment.

Question 41

Teams are more effective if they are:

A)motivated
B)cohesive
C)happy
D)all of the above

Question 42

Which subjects cannot be discussed in a job interview?

A)Religion
B)Work history
C)Previous terminations of employment
D)None of the above

Question 43

New employees should be given orientation in which of the following areas?

A)Office policies
B)Nature of the practice
C)Physical environment
D)All of the above

Question 44

A well-written patient information folder may reduce calls to the physician's office by up to ______%.

A)10
B)15
C)30
D)50

Question 45

Which of the following is true about healthy employee-employer relationships?

A)All of them make successful friendships.
B)Reprimanding employees who are also friends may be difficult.
C)A friendly relationship never interferes with the work relationship.
D)Developing any kind of friendship with employees is always unwise.

Question 46

Which of the following questions is legally allowed during an initial interview for employment as a medical assistant?

A)"When did you graduate from medical assisting school?"
B)"Are you married?"
C)"Do you plan to have children?"
D)"What church do you attend?"

Question 47

Which of the following is not true about change?

A)Change should be enjoyed.
B)Changes rarely happens.
C)Individuals should be ready to change quickly.
D)Change should be anticipated.

Question 48

What can be evaluated by looking at the job application?

A)Handwriting
B)Ability to follow instructions
C)Ability to provide complete information
D)All of the above

Question 49

A person who has a close bond or connection with a certain person or group is said to be a(n):

A)dictator
B)organizer
C)assistant
D)liaison

Question 50

Some managers assign a person to assist new employees during the initial probationary period; this person is called a:

A)mentor
B)supervisor
C)co-worker
D)subordinate

Question 51

The process of inciting a person to some action or behavior is called:

A)reprimand
B)motivation
C)circumvention
D)appraisal

Question 52

Which of the following is an unlawful pre-employment inquiry?

A)"Are you over 18 years of age?"
B)"Do you have a mental impairment that could interfere with this job?"
C)"Have you been convicted of a crime?"
D)"How many children do you have?"

Question 53

The office manager can easily determine all but which of the following by looking at an applicant's application or résumé?

A)Work experience
B)Personality
C)Educational background
D)Skills

Question 54

The power of influence is:

A)always positive
B)always negative
C)can be either positive or negative
D)is neither positive or negative

Question 55

A long-term medical assistant should be terminated immediately without notice for which of the following?

A)Being late more than three times
B)Displaying a poor attitude
C)Embezzlement
D)Calling in sick more than twice

Question 56

A patient has been diagnosed as having colitis and wants more information on the subject.Which of the following is the most appropriate initial step for the medical assistant?

A)Give the patient an educational pamphlet.
B)Lend the patient a medical assisting text.
C)Lend the patient one of the physician's books.
D)Refer the patient to the public library.

Question 57

Burnout may be made worse by:

A)understanding personal limitations
B)taking on additional duties
C)exercise
D)considering options, including changing jobs

Question 58

Essential skills that teams must develop to achieve success include:

A)mutual accountability
B)common purpose
C)complementary skills
D)all of the above

Question 59

An office manager is more effective if:

A)all employees are treated in exactly the same manner
B)he or she looks at all sides of a dispute
C)only selected individuals are included in office meetings
D)he or she reports all problems involving employees to the physician

Question 60

A group of employees who stick together during difficult times could be called:

A)cohesive
B)adaptive
C)affable
D)meticulous

Question 61

Patient instruction sheets include:

A)preparation for x-ray films and tests
B)methods for collecting a urine specimen
C)techniques for taking medications
D)all of the above

Question 62

Factors that lead to job dissatisfaction include which of the following?

A)Work conditions
B)Salary
C)Relationships with co-workers
D)All of the above

Question 63

Which of the following is a combination of American and Japanese management theories?

A)Theory U
B)Theory X
C)Theory Y
D)Theory Z

Question 64

The practice is experiencing an increased number of telephone calls from established patients with questions about office insurance policies.Which of the following is the most effective method to solve this problem?

A)Ask the physician to summarize office policies on a patient's first visit.
B)Designate one of the staff to handle all information calls.
C)Develop and distribute a practice information booklet with insurance information.
D)Place an office procedures manual in the office lobby.

Question 65

A performance evaluation or __________ includes a judgment of both the quality and quantity of work, personal appearance, attitudes, and team spirit.

Question 66

The office manager should allow __________ hours, at minimum, for a prospective employee to make a decision on a job offer.

Question 67

Many employees can be __________ to become productive staff members with a little patience on the part of the manager.

Question 68

Before advertising for a new employee, the office manager should be sure to review the job __________, so that a fair interview and evaluation can be conducted.

Question 69

The types of staff meetings include informational, problem solving, __________, and work sessions.

Question 70

All __________ should be carefully checked before a new employee is hired.

Question 71

Which of the following management theories suggests that employees dislike working?

A)Theory U
B)Theory X
C)Theory Y
D)Theory Z

Question 72

Factors that lead to job satisfaction include which of the following?

A)Recognition
B)Responsibility
C)Advancement
D)All of the above

Question 73

A list or outline of things to be considered or done is called a(n) __________.

Question 74

Which is not a type of manager?

A)Democratic
B)Aristocratic
C)Autocratic
D)Laissez-faire

Question 75

__________ power is manipulative, and the leader using this type of power usually makes threats or uses fear to accomplish goals.

Question 76

The office manager should evaluate the applicant's __________ when setting the interview time on the phone, because this is an important attribute for medical assistants.

Question 77

Which of the following management theories suggests that people enjoy working?

A)Theory U
B)Theory X
C)Theory Y
D)Theory Z

Question 78

__________ of duties provides an opportunity for employees to grow and learn new skills and allows managers to concentrate on the most critical aspects of their own jobs.

Question 79

No supervisor enjoys giving a(n) __________ that is less than positive.

Question 80

Which is not a type of leader?

A)Charismatic
B)Transitional
C)Transformational
D)Laissez-faire