Dental Administrative Procedures
Textbook Exam Questions
Course Introduction
Dental Administrative Procedures provides students with a comprehensive overview of the essential administrative tasks required in a dental office setting. The course covers topics such as appointment scheduling, patient record management, billing and insurance processing, and effective communication strategies for interacting with patients and dental staff. Students will also learn about privacy regulations, inventory control, and the use of dental office management software. Emphasis is placed on developing professionalism, organizational skills, and attention to detail to ensure the smooth and efficient operation of a dental practice.
Recommended Textbook
The Administrative Dental Assistant 3rd Edition by Linda J Gaylor
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18 Chapters
430 Verified Questions
430 Flashcards
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Page 2
Chapter 1: Orientation to the Dental Profession
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Sample Questions
Q1) Which of the following statements is false?
A)Each state has its own Dental Practice Act.
B)The dental assistant who moves from one state to another can continue to practice under the Dental Practice Act of the old state from which he/she moved.
C)Dental laboratory technicians are accountable to the Dental Practice Act.
D)Educational requirements,specific duties,and licensure requirements are included in the Dental Practice Act.
Answer: B
Q2) Which type of administrative assistant is responsible for tracking the progress of insurance claims?
A)Records manager
B)Insurance biller
C)Appointment scheduler
D)Business manager
Answer: B
Q3) The acronym PHI stands for ______,in regard to the Privacy Rule as set forth by HIPAA.
Answer: Protected Health Information
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3
Chapter 2: Dental Basics
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Sample Questions
Q1) Nonclinical areas of the dental office include all but which of the following?
A)Business office
B)Consultation area
C)Staff room
D)Sterilization area
Answer: D
Q2) The surface of a tooth that faces the tongue or the inside of the mouth is termed:
A)mesial.
B)distal.
C)lingual.
D)labial.
Answer: C
Q3) The skull is divided into two sections: the cranium and the face.How many bones make up the face?
A)8
B)10
C)14
D)22
Answer: C
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Page 4
Chapter 3: Communication Skills and Telephone Techniques
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Sample Questions
Q1) Which of the following is not an example of interpersonal communication?
A)A face-to-face conversation
B)A telephone conversation
C)A voice mail message
D)A video conference
Answer: C
Q2) Fill in the blank: _______ block(s)effective communication because assumptions are made on the basis of nonfactual information.
A)Credibility
B)Noise
C)Emotions
D)Stereotyping
Answer: D
Q3) Which of the following speech techniques will present a positive telephone image?
A)Speaking in a very soft,low voice
B)Speaking slowly
C)Speaking in a high-pitched tone
D)Speaking mechanically with repetition
Answer: B
Page 5
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Chapter 4: Written Correspondence
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Sample Questions
Q1) The square-blocked style of business correspondence may be described by which of the following statements?
A)All letter sections begin at the left margin.
B)Paragraph beginnings are indented 5 spaces.
C)Style does not include personal identification of the reader.
D)The date is on the same line as the first line of the inside address and is right justified.
Q2) Which of the following is not recommended in formal business writing?
A)Use of contractions
B)Placing a comma between city and state names
C)Spelling out numbers one to nine and using numerals for numbers 10 and above
D)Placing commas and periods within quotation marks,at the end of a quotation
Q3) Because e-mail correspondence is password protected,e-mail is an efficient way to securely transfer confidential information.
A)True
B)False
Q4) A _______ is a light mark on professional stationery that identifies the type or manufacturer of the paper.
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Chapter 5: Patient Relations
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Sample Questions
Q1) The telephone greeting should contain all the following,except:
A)a welcome statement
B)the office hours
C)the identity of the dental practice
D)the identity of the person answering the phone
Q2) Why is it important for all members of the dental team to respect the patient's decision to discontinue treatment?
A)To remain in compliance with HIPAA regulations
B)To meet the patient's needs and understand his/her motives
C)To avoid complaints filed with the state dental board
D)To decrease the number of past due accounts
Q3) A new patient consultation should take between _______.
A)20 and 30 minutes
B)15 and 20 minutes
C)10 and 15 minutes
D)5 and 10 minutes
Q4) Patients who must wait longer than ______ should be given options to make the wait more comfortable.
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Chapter 6: Dental Healthcare Team Communications
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Sample Questions
Q1) Which of the following should be implemented after a staff meeting?
A)Notes should be typed and distributed.
B)The type (formal or informal)of meeting should be identified.
C)Each team member should be given an opportunity to voice opinions.
D)An agenda should be developed.
Q2) An informal channel of communication originates at the top of the organizational structure and moves downward.Goal setting is one type of communication sent through an informal channel.
A)The first statement is true;the second statement is false.
B)The first statement is false;the second statement is true.
C)Both statements are true.
D)Both statements are false.
Q3) The practice philosophy should focus on three specific points.Which of the following is not addressed in the practice philosophy?
A)The core values of the dental practice
B)The roles and responsibilities of various dental team members
C)The types of services provided
D)The purpose of the dental practice
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Chapter 7: Computerized Dental Practice
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Sample Questions
Q1) Electronic code sets can be standardized,or they can be unique to the software program.Which of the following code sets is standardized?
A)ADA code
B)Procedure code category
C)CDT code
D)All of the above
Q2) The ______ is a unique identification number for healthcare providers that is required on all electronic transactions.
Q3) A computerized recall system _______.
A)allows the scheduling of patients 1 year in advance
B)submits insurance claims electronically
C)produces age reports
D)can track patients who regularly do not show for scheduled appointments
Q4) What determines the exact order and characteristics of the startup procedure?
A)Status box
B)Type of computer system
C)Preference of the administrator
D)Available backup system
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Chapter 8: Patient Clinical Records
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Sample Questions
Q1) Administrative safeguards that apply to electronic clinical records include identification of who will supervise compliance with HIPAA Security Standards,a staff clearance procedure that identifies which members of the staff will have access to electronic protected health information (EPHI),and:
A)a disaster recovery plan.
B)access control,which includes unique user identification (password and biometric systems).
C)retention of off-site computer backups.
D)protection of electronic systems,equipment,and data that contain EPHI from environmental hazards and unauthorized intrusion.
Q2) The clinical chart notation NSF is an abbreviation for ______.
Q3) Noncompliance with statutes and regulations established by federal law can result in the dentist losing his/her dental license.
A)True
B)False
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10
Chapter 9: Information Management
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Sample Questions
Q1) Inactive records must be stored with the active files,until the patient confirms,in writing,his/her intent to leave the dental practice.
A)True
B)False
Q2) Within the dental practice,most filing is done _______.
A)according to subject
B)alphabetically
C)chronologically
D)geographically
Q3) The arrangement of a name, subject,or number is referred to as:
A)a filing unit.
B)a filing segment.
C)indexing.
D)simplified filing.
Q4) Aging labels are designed to:
A)designate the patient's age.
B)identify patients who qualify for Medicare insurance.
C)allow for easy identification of when a patient was last seen.
D)identify when labels are old and need to be replaced.
Q5) One or more filing units (e.g. ,the total name)make up a ______.
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Chapter 10: Dental Patient Scheduling
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Sample Questions
Q1) The second step in the "art" of scheduling is:
A)working with the dental team to determine the amount of time needed for each patient and the time that should be allotted between patients.
B)deciding who will be doing the scheduling.
C)considering the needs of patients and the dental healthcare team.
D)developing a process for monitoring and adjusting the schedule to meet the goals set by the team.
Q2) A patient calls at 10 AM to cancel his appointment at 2 this afternoon because of a work emergency.What would be the best technique for filling that time period?
A)Follow the established daily schedule.
B)Use an established call list to fill the opening.
C)Call patients with later appointments to move them up.
D)Ask the dentist how he would like you to handle the issue.
Q3) What is the major advantage of a loose leaf appointment book?
A)It can be folded back on itself to preserve space on the desk.
B)It can be stored easily.
C)New pages can be inserted for a smooth transition from year to year.
D)It is less costly than a hardbound book.
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Page 12
Chapter 11: Recall Systems
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Sample Questions
Q1) Which of the following statements is true?
A)The telephone recall system provides immediate feedback about the needs of the patient.
B)The telephone recall system combines all components of an effective recall system into one seamless function.
C)The telephone recall system relies on patients' taking the initiative to call and schedule an appointment.
D)The telephone recall system requires patients to schedule their next appointment before they leave the office.
Q2) The success of a recall system is dependent on all the following factors except:
A)the dental practice has an efficient method for tracking and contacting patients who fail to return when scheduled.
B)the dental practice consistently schedules at the prescribed time.
C)the patient has dental insurance that will cover preventive care.
D)patients are willing to return for follow-up care and examination.
Q3) Patients may get frustrated and seek another dentist if they cannot schedule an appointment within ______.
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13
Chapter 12: Inventory Management
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Sample Questions
Q1) A tracking system _______.
A)ensures that supplies are stored according to the manufacturer's requirements
B)is used to differentiate between products that need to be ordered,that have been ordered,or that are on back order
C)notifies the inventory manager when a product or supply should be ordered
D)uses labeled tags,cards,or tape to signal a reorder point
Q2) The dental practice where you are employed is discussing switching from catalog ordering of supplies to a supply house.When you are discussing the change,you identify the major advantage of the supply house to be:
A)direct on-line computer service.
B)personal service and technical support.
C)large selection.
D)lower prices.
Q3) Which of the following is not one of the steps that should be followed when a shipment of supplies is accepted for the dental office?
A)Check that the correct number of boxes or items shipped.
B)Inventory the content of the boxes.
C)Check the invoice against the original order.
D)Prepare the payment from the submitted invoice.
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Page 14
Chapter 13: Dental Office Equipment
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Sample Questions
Q1) A ______ weighs and calculates the correct postage for outgoing mail.
Q2) Which of the following is not an example of operating system software?
A)MS Windows
B)Mac OS X
C)Eaglesoft
D)Unix
Q3) Which of the following is the best way to relay confidential information?
A)Speaker phone
B)Manual (paper)memo
C)Intercom
D)Voice mail
Q4) The dental office is considering purchase of a new phone system.During the demonstration,the vendor explains that a call management feature is available.This feature can be described in which of the following ways?
A)Allows communication between different stations within the telephone system
B)A method used to direct calls to individuals or departments
C)Allows user to forward calls to another number or station
D)Telephone system that monitors and routes telephone calls
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15
Chapter 14: Financial Arrangements and Collection
Procedures
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Sample Questions
Q1) A billing statement should include:
A)a return envelope.
B)a summary of the payment policy (printed on the back).
C)a description of each transaction,in terms that the patient will understand.
D)all of the above
Q2) Which of the following statements is false?
A)Credit reports list the names of all creditors,all amounts owed,and payment history.
B)The dental practice can,at any time,request a patient's credit report from the credit reporting agency.
C)Credit reports can be used by the dental practice to determine payment patterns.
D)Accounts that have been turned over for collection are identified on a credit report.
Q3) A "telephone reminder" call should not be made _______.
A)before 9 AM
B)after 8 PM
C)before 8 AM
D)both a.and b.
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16
Chapter 15: Dental Insurance Processing
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Sample Questions
Q1) Once submitted,a paper dental claim has a turnaround time of approximately _______,while an electronically submitted claim has a turnaround of _______.
A)1 week,1 to 2 days
B)1 to 2 days,1 week
C)1 month,7 to 10 days
D)7 to 10 days,1 month
Q2) A patient is in need of an expensive dental procedure.He tells you that although it would be covered at 80% now,in 1 month,it will be covered at 90% when the new benefit year begins.You know that his insurance has:
A)a fixed fee schedule.
B)an incentive program.
C)a capitation program.
D)direct reimbursement.
Q3) Which of the following can aid the patient in billing the insurance company directly?
A)A superbill
B)An encounter form
C)An EOB form
D)A dental claim form
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Chapter 16: Bookkeeping Procedures: Accounts Payable
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Sample Questions
Q1) A new employee is asked to present documents that prove he has the right to work in the United States.All the following documents are acceptable,except a(n):
A)expired U.S.passport.
B)unexpired employment authorization document issued by the INS,with a photograph.
C)driver's license and U.S.Social Security card.
D)expired foreign passport with I-551 stamp.
Q2) Which of the following is not an acceptable method of voiding a check?
A)Write VOID in the check memo area.
B)Write VOID across the face of the check.
C)Tear the check in half and tape it back together,after writing VOID in the check signature area.
D)Tear the signature area from the check.
Q3) A(n)_______ is a list that summarizes all invoices sent during the month.
A)accounting report
B)statement
C)pegboard copy
D)payment authorization
Q4) How long must payroll records be kept?
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Chapter 17: Bookkeeping Procedures: Accounts Receivable
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Sample Questions
Q1) In a computerized system,which of the following alerts other members of the team that the patient has arrived?
A)Change the patient's status in the electronic scheduler to "in the office."
B)Ask the patient to update his/her health history at the computer kiosk.
C)Use the light intercom to announce the patient's arrival.
D)Queue the system to process the insurance claim.
Q2) When transactions are posted in a computerized accounting system,the information is stored in the patient's database and is used to generate:
A)the patient's ledger.
B)the patient's billing statement.
C)the insurance claim.
D)all of the above.
Q3) All the following components are part of the pegboard system,except the: A)receipt.
B)ledger card.
C)accounts receivable report.
D)daily journal.
Q4) _______ are used to illustrate different financial and patient trends.
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Chapter 18: Employment Strategies
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Sample Questions
Q1) Which of the following are good safety precautions to consider before posting your resume on-line?
A)Preserve your personal identity.
B)Use specific names of companies in your work history.
C)Disguise your true identity by using a cute alias pseudo-name.
D)Maintain your phone number so prospective employers can reach you.
Q2) What set of personal qualities,habits,attitudes,and social skills are needed for successful job performance?
A)Hybrid skills
B)Technical skills
C)Hard skills
D)Soft skills
Q3) Which of the following characteristics is necessary for a well-written resume?
A)Be general.
B)Be clear and concise.
C)Be very specific and include minute details.
D)List only work experiences and skills directly related to dental assisting.
Q4) What is an employment agreement?
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