Professionalism And Success Chapter 03 Test Bank Answers

1.

Which of the following involves careful listening, observing, speaking, and writing?  
 

2.

A personal qualification of being an effective and productive medical assistant is to ____.  
 

3.

Which of the following includes quickly evaluating circumstances, solving problems, and taking action?  
 

4.

When a patient with the flu describes how he/she has been unable to sleep, the empathic medical assistant responds with  
 

5.

A medical assistant working in a pediatrician's office who takes a continuing education class on child development demonstrates ____.  
 

6.

The need for ____ occurs when a provider’s schedule changes to include evening and weekend hours in order to service more patients.  
 

7.

What is the term for the ability to identify with and understand another person's feelings?  
 

8.

A medical assistant demonstrates ________ when deciding that an unscheduled patient, with chest pain, should see the provider before a scheduled patient.  
 

9.

When a patient has a stroke in the provider’s reception area, it is essential for the medical assistant to first ____.  
 

10.

A medical assistant who completes all work and documents all of the day's activities before leaving for the day is demonstrating ____.  
 

11.

As a medical assisting professional, your attitude ____.  
 

12.

An example of a behavior that reflects integrity in a medical assistant is ____.  
 

13.

Which of the following personal qualifications is necessary for the overall efficiency of the medical facility?  
 

14.

Mr. Ringsmuth is agitated and is talking loudly at the front desk because his appointment time has passed. The receptionist has had no success in calming him down and asks you to intervene. You apologize to Mr. Ringsmuth for the delay and quietly explain that the doctor had an emergency call and is running about 30 minutes behind in appointments. You reassure Mr. Ringsmuth that he will see the doctor shortly and will have adequate time for his appointment. Which professional behavior are you exhibiting?  
 

15.

Kendra is having a busy morning. The phone is ringing almost constantly, and several patients have approached the reception window with questions. Kendra answers the phone, determines that the patient who is calling does not have an emergency, and asks if she can call him back. She then deals with the patients who have questions. Within 30 minutes, Kendra telephones the patient who called earlier. By returning the telephone call in a timely manner, Kendra is exhibiting which professional behavior?  
 

16.

When organizing tasks on a very busy day, the medical assistant is displaying which professional behavior?  
 

17.

Zeke is a medical assistant at Bedford Clinic. His primary job responsibility is working with Dr. Garcia, but Dr. Garcia is currently on vacation, so Zeke's duties are light today. He notices that the two medical assistants in the reception area are swamped with work, so he offers to lend a hand. Zeke is exhibiting the professional behavior of ____.  
 

18.

Which of the following are key strategies for ensuring your success as a medical assistant?  
 

19.

One of the effects of good time management is ____.  
 

20.

Which of the following is an example of a soft skill?  
 

21.

Which of the following is not an example of a hard skill?  
 

22.

Kaleb is instructing a patient on how to care for the cast on her right arm. When he asks the patient if she has any questions, she says, "I work at an aquarium. I can avoid submerging the cast in water, but I cannot avoid water splashes entirely. Will there be any bad effects if I keep the entire cast covered with plastic all day, every day?" Kaleb does not know the answer, so he asks her to wait while he finds out the answer. She tells him not to bother, but he insists on finding the answer for her. Kaleb's behavior shows ____.  
 

23.

The minimum proficiencies necessary to do a job are known as ____.  
 

24.

Showing up for work on time every day is an example of what type of skill?  
 

25.

You will experience ongoing assessment of your professional behaviors in all of the following environments except ____.  
 

26.

The first step in the problem-solving process is to ____.  
 

27.

Tracy works in the billing and coding department of a busy outpatient clinic. She receives a phone call from an irate patient who claims he was overcharged by $246.73 for a recent procedure. Tracy could not immediately find the patient's record, so she followed the problem-solving steps and implemented what she considered to be the best solution: tell the patient that she would look into it and call the patient back. The patient becomes even angrier, saying that he "will not stand for being put off like that." What should Tracy do now?  
 

28.

Which of the following occurrences is not likely to be a cause of stress?  
 

29.

When Caitlin arrives at the clinic to begin her shift as administrative medical assistant, the phone is ringing, a coworker comes over with a question about a patient, the provider wants her to check on lab results for another patient, and a patient is standing at the desk in the reception area waiting to be helped. What is the first thing Caitlin should do?  
 

30.

Which of the following is not one of the stages that lead to burnout?  
 

31.

Which of the following statements describes someone who is experiencing the awakening phase in the stages that lead to burnout?  
 

32.

Which of the following actions is most likely to help a person reduce stress?  
 

33.

Soft skills are difficult to observe and evaluate because they reflect a person's ____.  
 

34.

Your work ethic is the result of your ____.  
 

35.

Knowing what you know and what you don't know is part of being ____.  
 

36.

Continuing inspite of difficulties, being determined, and overcoming obstacles are characteristics of a person who is ____.  
 

37.

Which of the following statements describes knowledge?  
 

38.

Two aspects of being organized are ____.  
 

39.

Which of the following is a typical result of teamwork in a healthcare facility?  
 

40.

Which of the following is not considered part of team dynamics?  
 

41.

After listening to Hailey, a new employee, discussing a past due account with a patient, Lynda quietly takes Hailey aside and suggests a more diplomatic way to have handled the situation. Hailey thanks Lynda for the suggestion and says she will remember it in future conversations with patients. What professional characteristic is Hailey displaying?  
 

42.

Which of the following is not a technique for maintaining professional boundaries with a patient?  
 

43.

Brent is attempting to interview a woman who came to the clinic because she is having pains in her side. He is trying to find out the type and level of pain she is experiencing, but every time he asks her a question, her husband answers for her. She has not spoken a single word to Brent during the entire interview. Brent is becoming a little annoyed, but he smiles and carries out the interview as best he can. He treats both the woman and her husband with great respect. Which professional behavior is Brent displaying?rev: 06_12_2013_QC_31340  
 

44.

An 8-year-old girl is brought to the outpatient clinic by her mother, who states that the child fell while playing and may have broken her arm. You gently ask the child if you can look at her arm, but she runs to the corner of the room and crouches down, terrified. A closer look reveals half-healed bruises on both arms. You leave the room and report to the licensed practitioner that you suspect that the child is being abused. In doing this, what professional behavior  is being displayed?  
 

45.

The first impression the medical assistant will make on patients, coworkers, and providers is their _________.  
 

46.

Which of the following is not recommended for maintaining a professional appearance?  
 

47.

Dorothy is a 6-year-old child who has severe asthma and comes in frequently for checkups. She is a happy, friendly child, and the entire office is fond of her. One day you notice a coworker giving Dorothy a little handmade ragdoll. Which professional behavior does your coworker need to improve?  
 

48.

Which of the following is not included in the professional behavior of comprehension?  
 

49.

When you prioritize your work for the day, you use ________, thinking skills to determine which are the most important tasks and which are less important.  
 
________________________________________

50.

Explaining a bill to an irate patient in a tactful, inoffensive manner is an example of good ________ skills.  
 
________________________________________

51.

Showing concern and appropriate attention for a patient without enabling poor behaviors is an example of ________.  
 
________________________________________

52.

Keeping a binder or electronic file with sections for assignments, notes, syllabus, and instructor and student contact information is an example of being ________.  
 
________________________________________

53.

Using ­­­­____________ skills will help the medical assistant reduce stress and accomplish more during the hours of a workday.  
 
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54.

The specific technical and operational proficiencies needed to perform a job in a specific profession are known as ________ skills.  
 
________________________________________

55.

Employers look for employees whose professional behaviors produce a good ________ ethic.  
 
________________________________________

56.

The personal qualifications and behaviors that enhance your job performance and career prospects are called ________ skills.  
 
________________________________________

57.

The end result of prolonged periods of stress without relief is often ________.  
 
________________________________________

58.

People who are the highest achievers both personally and professionally are generally those who use ________ management techniques routinely.  
 
________________________________________

59.

To accomplish several tasks in the most efficient manner, you should first ________ the tasks.  
 
________________________________________

60.

The ability to learn, retain, and process information is ________.  
 
________________________________________

61.

If you show ________, other people feel you know what you are doing, which puts them at ease.  
 
________________________________________

62.

Other words for ________ include perseverance and tenacity.  
 
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63.

Understanding gained through study and experience is called ________.  
 
________________________________________

64.

Another term for critical thinking is ________.  
 
________________________________________

65.

Adhering to the appropriate code of law and ethics and being honest and trustworthy are characteristics of a person who has ________.  
 
________________________________________

66.

Working well with others in the best interest of completing a job is known as ________.  
 
________________________________________

67.

Maintaining professional _________ means treating patients as clients, without becoming involved in issues unrelated to their healthcare.  
 
________________________________________

68.

The variety of human social structures, belief systems, and strategies for adapting to situations in different parts of the world is referred to as cultural ________.  
 
________________________________________

69.

Wearing an approved uniform that is clean and pressed is part of maintaining a(n) ________ appearance.  
 
________________________________________

70.

Being on time for work every day is the professional behavior of ________.  
 
________________________________________

71.

Striving for excellence in doing your job and having pride in your performance contributes to excellent work ________.  
 
________________________________________

72.

When a medical assistant working with a terminally ill patient tries to understand how the patient feels about his or her experience without ever going through that type of experience, the medical assistant is showing _________ toward the patient.  
 

73.

What phase of burnout is an individual in when early enthusiasm and energy give way to chronic fatigue and irritability?  
 

74.

Personal qualifications or behaviors that enhance an individual’s job performance are known as ___________.  
 
________________________________________

75.

When a medical assistant speaks or acts on the behalf of the patient in certain circumstances, the medical assistant is acting as a ________________.  
 
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