Medical Receptionist - Set
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A patient walks up to the receptionist desk and the phone rings at the same time. Which of the following is the best way to handle this situation?
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Acknowledge the patient at the receptionist desk and make sure he or she is OK before answering the phone.
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Answer the phone before acknowledging the patient at the desk.
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Work with the patient at the receptionist desk and answer the phone after you have answered his or her question.
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Answer the phone and put the person on hold. Then, work with the patient at the receptionist desk and return to the phone after you have answered his or her question.
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The purpose of this test is to measure your knowledge of Medical Receptionist skills.
Read each question carefully before answering it. Use the appropriate steps to answer each question, working as accurately and as quickly as you can.
- 2.
Three phone lines start to ring at the same time. You are the only person in the office. Which of the following is the best way to manage this situation?
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Answer the lines in the order that they rang and handle each phone call completely before returning to the other callers who are on hold.
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Answer each phone line in the order that they rang and ask each person if they have an emergency or if they can hold. If they can hold, answer the rest of the lines in the same manner.
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Answer the line that most recently started ringing and handle each phone call completely before returning to the other callers who are on hold.
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Answer each phone line starting with the line that most recently started ringing and ask each person if they have an emergency or if they can hold. If they can hold, answer the rest of the lines in the same manner.
Correct Answer
A. Answer each phone line in the order that they rang and ask each person if they have an emergency or if they can hold. If they can hold, answer the rest of the lines in the same manner.Explanation
The best way to manage this situation is to answer each phone line in the order that they rang and ask each person if they have an emergency or if they can hold. If they can hold, answer the rest of the lines in the same manner. This approach ensures that each caller is given equal attention and allows for efficient handling of the phone calls. By addressing the calls in the order they were received, it also prevents any potential emergencies from being overlooked.Rate this question:
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- 3.
A patient is extremely upset because he has been waiting 45 minutes to see the doctor. He is the next patient the doctor plans to see. He calls the practice staff incompetent. What is the best way to manage this situation?
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Tell the patient that you are sorry and that the staff is not incompetent at all, and that the doctor will see him next.
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Tell the patient that you are sorry and that the doctor will see him next.
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Tell the patient that you would be happy to send his paperwork to another doctor's office if he is really that unhappy.
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Call the doctor immediately to come mediate the situation.
Correct Answer
A. Tell the patient that you are sorry and that the doctor will see him next.Explanation
In this situation, the best way to manage the situation is to apologize to the patient for the wait and assure them that the doctor will see them next. This response acknowledges the patient's frustration and offers a solution by assuring them that their turn is coming. It also avoids escalating the situation by getting into an argument or involving the doctor unnecessarily. By addressing the patient's concerns and providing reassurance, this response aims to defuse the tension and maintain a positive patient experience.Rate this question:
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- 4.
A patient phones and says she is experiencing severe chest pain and needs an appointment. The doctor has no appointments open for the next two weeks. Which of the following is the best way to manage this situation?
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Have the patient come in immediately. There are enough cancellations that the patient can be squeezed in.
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Refer the patient to the doctor next door whose practice is less busy.
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Schedule the patient during the doctor's lunch break.
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Refer the patient to the emergency room.
Correct Answer
A. Refer the patient to the emergency room.Explanation
Referring the patient to the emergency room is the best way to manage this situation because severe chest pain can be a symptom of a serious medical condition, such as a heart attack. The emergency room is equipped to handle such emergencies and can provide immediate medical attention and necessary tests. It is important to prioritize the patient's health and safety in this situation.Rate this question:
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- 5.
The doctor you work for phones in from another office for messages. Another phone line rings. Which of the following is the best way to manage this situation?
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Put the doctor on hold and answer the other phone line.
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Quickly finish giving the doctor the last message and then answer the other phone line.
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Hang up on the doctor and answer the other phone.
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Finish giving the doctor his messages. Make sure he understands everything. Let the message go to voice mail and call back immediately.
Correct Answer
A. Put the doctor on hold and answer the other phone line.Explanation
The best way to manage this situation is to put the doctor on hold and answer the other phone line. This ensures that both calls are attended to without hanging up on the doctor or leaving the other caller waiting for too long. By putting the doctor on hold, you can address the other call quickly and efficiently, and then return to the doctor to continue the conversation. This approach prioritizes both calls and ensures effective communication with both parties.Rate this question:
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- 6.
A patient is switching to another HMO doctor and requests her medical records. You should:
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Send copies to the patient immediately.
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Send the originals to the patient only after he/she signs a release form.
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Send copies to the patient's physician immediately.
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Send copies to the patient's physician only after she signs a release form.
Correct Answer
A. Send copies to the patient's physician only after she signs a release form.Explanation
When a patient is switching to another HMO doctor and requests her medical records, it is important to prioritize patient privacy and confidentiality. Therefore, it is necessary to obtain the patient's consent by having her sign a release form before sending copies of her medical records. This ensures that the patient's information is protected and only shared with authorized individuals, such as her new physician. Sending the copies directly to the patient's physician after obtaining the signed release form maintains the appropriate level of privacy and ensures that the records are securely transferred.Rate this question:
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- 7.
A patient wants to renew a medical prescription. You should:
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Fill out the prescription request and sign the doctor's name.
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Make an appointment for the patient to visit the doctor and review the need to renew the prescription.
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Renew the prescription making sure to follow office policy. Most doctors have their own policy.
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Don't renew the prescription. Every prescription needs to be rewritten according to new insurance standards.
Correct Answer
A. Renew the prescription making sure to follow office policy. Most doctors have their own policy.Explanation
The correct answer is to renew the prescription making sure to follow office policy. Most doctors have their own policy. This option is the most appropriate because it acknowledges the patient's request to renew the prescription while also emphasizing the importance of following office policies. It recognizes that each doctor may have their own specific guidelines and procedures for prescription renewals, ensuring that the process is carried out in a consistent and professional manner.Rate this question:
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- 8.
A patient off the street wants to see the doctor right away. You should:
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Ask the patient to get his or her records first.
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Make an appointment for the next available time slot.
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Summon the doctor to help mediate the situation.
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Always assess whether the situation is an emergency and schedule an appointment appropriately.
Correct Answer
A. Always assess whether the situation is an emergency and schedule an appointment appropriately.Explanation
The correct answer is to always assess whether the situation is an emergency and schedule an appointment appropriately. This is the most appropriate course of action because it allows the healthcare professional to prioritize urgent cases and provide immediate care to patients who need it the most. By assessing the situation, the healthcare professional can determine if the patient's condition requires immediate attention or if it can wait for the next available appointment slot. This ensures that all patients receive the appropriate level of care and resources are allocated efficiently.Rate this question:
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- 9.
When a patient fails to keep an appointment, the medical receptionist should
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Bill the appointment fee to the insurance company.
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Document the failed appointment in the patient's chart.
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Call the patient's nearest relative.
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Refuse further treatments.
Correct Answer
A. Document the failed appointment in the patient's chart.Explanation
The correct answer is to document the failed appointment in the patient's chart. This is important because it allows the medical staff to keep track of the patient's attendance and can be useful for future reference. It helps in maintaining accurate records of the patient's medical history and can be used for billing purposes as well. It is not necessary to bill the appointment fee to the insurance company or refuse further treatments based on a missed appointment. There is also no need to call the patient's nearest relative in this situation.Rate this question:
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- 10.
Under no circumstances should a medical receptionist:
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Call customers who owe fees for services.
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Give medical advice.
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Make any decisions that are related to office management.
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Interview applicants for other support personnel positions.
Correct Answer
A. Give medical advice.Explanation
A medical receptionist should not give medical advice because they are not qualified healthcare professionals. Providing medical advice without proper knowledge and expertise can be dangerous and lead to potential harm to patients. It is important for medical receptionists to refer patients to the appropriate healthcare professionals who can provide accurate and reliable medical advice.Rate this question:
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- 11.
You have a patient that only wants to be referred to a "real M.D." for services outside of your office. Which of the following category of doctors would never be a medical doctor (M.D.)?
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Optometrists
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Ophthalmologists
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Psychiatrists
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General Practitioners
Correct Answer
A. OptometristsExplanation
Optometrists would never be medical doctors (M.D.) because they are not trained in medical school. Instead, they attend optometry school where they specialize in eye and vision care, including conducting eye exams, prescribing glasses or contact lenses, and diagnosing and treating certain eye conditions. While they are healthcare professionals, they do not have the same level of medical training and expertise as medical doctors. Ophthalmologists, psychiatrists, and general practitioners, on the other hand, are medical doctors who have completed medical school and obtained a medical degree (M.D.) or a doctor of osteopathic medicine degree (D.O.).Rate this question:
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- 12.
What system of the body is tested with an EKG test?
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Circulatory system
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Respiratory system
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Gastrointestinal system
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Skeletal system
Correct Answer
A. Circulatory systemExplanation
An EKG test, also known as an electrocardiogram, is used to measure the electrical activity of the heart. It helps in evaluating the health and function of the circulatory system by recording the heart's electrical signals. This test is commonly used to diagnose various heart conditions such as arrhythmias, heart attacks, and heart disease. Therefore, the correct answer is the circulatory system.Rate this question:
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- 13.
What system of the body is affected by a GI problem?
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Circulatory system
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Respiratory system
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Gastrointestinal system
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Skeletal system
Correct Answer
A. Gastrointestinal systemExplanation
The correct answer is the gastrointestinal system. A GI problem refers to any issue or disorder that affects the digestive system, which includes the organs involved in digestion and absorption of food, such as the stomach, intestines, liver, and pancreas. These problems can range from minor issues like indigestion or constipation to more serious conditions like ulcers, inflammatory bowel disease, or gastrointestinal bleeding. Therefore, it is clear that a GI problem directly affects the gastrointestinal system.Rate this question:
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- 14.
An MRI test would be best suited to find which of the following?
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AIDS
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A tumor
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A psychological disorder
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An eating disorder
Correct Answer
A. A tumorExplanation
An MRI test would be best suited to find a tumor because an MRI (Magnetic Resonance Imaging) uses powerful magnets and radio waves to create detailed images of the body's internal structures. It can provide clear and precise images of the brain, spine, and other parts of the body, making it a valuable tool for detecting and diagnosing tumors. The test can help determine the size, location, and characteristics of the tumor, aiding in treatment planning and monitoring.Rate this question:
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- 15.
Oncology is the medical practice that treats
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Hearing
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Osteoporosis
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Cancer
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Heart disease
Correct Answer
A. CancerExplanation
Oncology is the medical practice that treats cancer. This field of medicine focuses on the prevention, diagnosis, and treatment of various types of cancer. Oncologists are specialized doctors who are trained to provide comprehensive care to cancer patients, including chemotherapy, radiation therapy, and surgical interventions. They work closely with other healthcare professionals to develop personalized treatment plans and provide support throughout the patient's cancer journey.Rate this question:
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- 16.
Obstetrics is the medical practice that deals with
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Obese people
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Older people
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People with vision problems
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Pregnant women
Correct Answer
A. Pregnant womenExplanation
Obstetrics is the medical practice that focuses on the care and treatment of pregnant women. This branch of medicine specializes in managing pregnancy, childbirth, and postpartum care. Obstetricians are trained to provide prenatal care, monitor the health of both the mother and the baby, and assist with labor and delivery. They ensure the well-being of pregnant women by addressing their unique medical needs and providing guidance throughout the entire pregnancy journey.Rate this question:
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- 17.
Orthopedics is the medical practice that treats
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Hearing
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Hip fractures
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Childhood diseases
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Heart disease
Correct Answer
A. Hip fracturesExplanation
Orthopedics is the medical practice that treats hip fractures. Orthopedics is a branch of medicine that focuses on the diagnosis, treatment, and prevention of disorders and injuries related to the musculoskeletal system. Hip fractures specifically refer to the breakage of the femur bone in the hip joint. Orthopedic surgeons specialize in treating such fractures by using surgical techniques like open reduction and internal fixation or hip replacement surgery. They also provide non-surgical treatments such as immobilization with casts or braces and rehabilitation exercises to promote healing and restore mobility.Rate this question:
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- 18.
An internist would not typically treat
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Diarrhea
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Sore throats
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Pneumonia
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Bone fractures
Correct Answer
A. Bone fracturesExplanation
An internist is a physician who specializes in internal medicine, which focuses on the prevention, diagnosis, and treatment of adult diseases. While an internist may treat conditions such as diarrhea, sore throats, and pneumonia, they would not typically treat bone fractures. Bone fractures are usually treated by orthopedic surgeons, who specialize in the musculoskeletal system and have expertise in diagnosing and treating fractures. Therefore, it is not within the scope of an internist's practice to treat bone fractures.Rate this question:
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- 19.
Podiatry is the medical practice that treats
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Bones
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Feet
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Knees
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Eyes
Correct Answer
A. FeetExplanation
Podiatry is a branch of medicine that specializes in the diagnosis, treatment, and prevention of conditions related to the feet. It involves the study of the structure, function, and disorders of the foot and ankle. Podiatrists are trained healthcare professionals who provide medical care for a wide range of foot problems, including injuries, deformities, infections, and chronic conditions. They may use various treatment methods such as medication, physical therapy, orthotics, and surgery to help alleviate pain, improve mobility, and restore foot health. Therefore, it is evident that podiatry primarily focuses on the treatment of feet.Rate this question:
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- 20.
Which of the following best describes Medi-Cal?
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Blue Cross/Blue Shield equivalent coverage for low income population
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Blue Cross/Blue Shield equivalent coverage for older people
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Basic medical coverage for low income population
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Basic medical coverage for older people
Correct Answer
A. Basic medical coverage for low income populationExplanation
Medi-Cal is a program that provides basic medical coverage for the low-income population. It is not specific to older people or equivalent to Blue Cross/Blue Shield coverage. Medi-Cal aims to ensure that individuals and families with limited financial resources have access to essential healthcare services.Rate this question:
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- 21.
Which of the following best describes Medicare?
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Blue Cross/Blue Shield equivalent coverage for low income population
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Blue Cross/Blue Shield equivalent coverage for older people
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Basic medical coverage for low income population
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Basic medical coverage for older people
Correct Answer
A. Basic medical coverage for older peopleExplanation
Medicare is a federal health insurance program in the United States that primarily provides medical coverage for individuals who are 65 years old or older. It helps older people access necessary healthcare services, including hospital stays, doctor visits, and prescription drugs. Medicare is not specifically designed for low-income individuals, but it does provide coverage for older people regardless of their income level. Therefore, the answer "Basic medical coverage for older people" accurately describes Medicare.Rate this question:
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- 22.
Which of the following is a disadvantage of HMO insurance coverage that would not be a disadvantage of traditional or fee paid insurance coverage?
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Patient must often pay a deductible and pay 20% or the cost of services for treatment.
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HMO premiums usually exceed $400 per month for family coverage.
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A patient must choose from a list of doctors which may not include a doctor with whom the patient has developed a medical relationship.
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Not all medical services are covered by HMOs.
Correct Answer
A. A patient must choose from a list of doctors which may not include a doctor with whom the patient has developed a medical relationship.Explanation
The given answer is a disadvantage of HMO insurance coverage that would not be a disadvantage of traditional or fee paid insurance coverage because traditional or fee paid insurance coverage typically allows patients to choose their own doctors without any restrictions or limitations. In contrast, HMO insurance requires patients to choose from a list of doctors provided by the insurance company, which may not include a doctor with whom the patient already has a medical relationship. This lack of flexibility and choice in selecting a preferred doctor is a unique disadvantage of HMO insurance coverage.Rate this question:
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- 23.
Which of the following is a disadvantage of traditional or fee paid insurance coverage that would not be a disadvantage of HMO insurance coverage?
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Patient must often pay a deductible and pay 20% or the cost of services for treatment.
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Traditional insurance premiums usually exceed $400 per month for family coverage.
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A patient must choose from a list of doctors which may not include a doctor with whome the patient has developed a medical relationship.
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Not all medical services are covered by traditional insurance.
Correct Answer
A. Patient must often pay a deductible and pay 20% or the cost of services for treatment.Explanation
The disadvantage of traditional or fee paid insurance coverage is that the patient must often pay a deductible and 20% of the cost of services for treatment. This means that the patient is responsible for a portion of the medical expenses, resulting in potential financial burden. However, this would not be a disadvantage of HMO insurance coverage as HMO plans typically have lower out-of-pocket costs, including lower deductibles and copayments, making healthcare more affordable for the patient.Rate this question:
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- 24.
The routine waiving of co-payments
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Is allowed for professional courtesy
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Shows goodwill by a physician
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Is against federal guidelines
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Helps lower receivables
Correct Answer
A. Is against federal guidelinesExplanation
The routine waiving of co-payments is against federal guidelines. This means that physicians are not allowed to waive co-payments as a professional courtesy or to show goodwill. Waiving co-payments can help lower receivables, but it is not allowed according to federal guidelines.Rate this question:
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- 25.
The name that follows the words "Pay to the order of" on a check is the
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Endorsement
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Maker
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Payee
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Payer
Correct Answer
A. PayeeExplanation
The name that follows the words "Pay to the order of" on a check is the payee. The payee is the person or entity to whom the check is being issued and who will receive the payment. The payee can be an individual or a business, depending on who the check is intended for.Rate this question:
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Aug 18, 2023Quiz Edited by
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Dec 04, 2015Quiz Created by
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