Dental Business Office Procedures
Question Bank
Course Introduction
Dental Business Office Procedures explores the administrative and managerial aspects of running a dental practice. This course covers essential topics such as appointment scheduling, patient records management, insurance processing, billing and collection procedures, and the use of dental office software. Students will learn effective communication techniques for interacting with patients and dental team members, as well as best practices for maintaining confidentiality and professionalism. Emphasis is placed on organizational skills, problem-solving, and understanding legal and ethical requirements relevant to dental office operations, preparing students to contribute efficiently to the business success 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
Source URL: https://quizplus.com/study-set/1134 Page 2
Chapter 1: Orientation to the Dental Profession
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22 Verified Questions
22 Flashcards
Source URL: https://quizplus.com/quiz/22256
Sample Questions
Q1) A dental assistant may perform intraoral duties not outlined in the state's Dental Practice Act as long as he/she does so under direct supervision of the dentist.
A)True
B)False
Answer: False
Q2) A dentist who specializes in young patients (newborn to 15 years old)is a(n)_______.
A)prosthodontist
B)periodontist
C)pedodontist
D)oral pathologist
Answer: C
Q3) The bookkeeper records and maintains the accounts payable,which is a record of _______.
A)the money that the dental practice owes to others.
B)outstanding fees that have been sent to a collection agency.
C)projected income of the dental practice for the fiscal year.
D)the money that patients have paid the dental practice.
Answer: A
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Page 3
Chapter 2: Dental Basics
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27 Verified Questions
27 Flashcards
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Sample Questions
Q1) Blood vessels and nerves enter the tooth through the:
A)pulp chamber.
B)apical foramen.
C)mandibular arch.
D)pulp cavity.
Answer: B
Q2) Deciduous teeth or primary dentition is usually completely replaced with permanent teeth by what age?
A)7 to 9
B)9 to 11
C)11 to 13
D)15
Answer: B
Q3) Untreated gingivitis can develop into periodontal disease (destruction of bone and tissue)and eventually,tooth loss.
A)True
B)False
Answer: True
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4
Chapter 3: Communication Skills and Telephone Techniques
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20 Verified Questions
20 Flashcards
Source URL: https://quizplus.com/quiz/22258
Sample Questions
Q1) Terminology used in the dental office may have positive or negative connotations.Which of the following terms may be perceived as negative?
A)Change in schedule
B)Statement
C)Fee
D)Remind
Answer: D
Q2) A patient is scheduled for an appointment,which has been delayed because another patient needs an emergency procedure.You notice that the patient who is waiting is sitting with arms and legs tightly crossed and fists clenched.What nonverbal communication is the patient exhibiting?
A)Tenseness
B)Embarrassment
C)Anger
D)Mistrust
Answer: C
Q3) To convey professionalism,the telephone should be answered within _______ rings.
Answer: three
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Chapter 4: Written Correspondence
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25 Verified Questions
25 Flashcards
Source URL: https://quizplus.com/quiz/22259
Sample Questions
Q1) 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
Q2) Success in handling incoming mail is measured by _______.
A)how quickly and accurately the mail is routed
B)how efficiently payments are processed
C)how soon mail is answered
D)all of the above
Q3) Written correspondence in the dental office includes all but which of the following?
A)Business letters
B)Monthly newsletters
C)Patient brochures
D)Purchase orders
Q4) Because e-mail correspondence is password protected,e-mail is an efficient way to securely transfer confidential information.
A)True
B)False
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Chapter 5: Patient Relations
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24 Verified Questions
24 Flashcards
Source URL: https://quizplus.com/quiz/22260
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) Which of the following techniques will encourage a noncompliant patient to follow the dentist's instruction?
A)Emphasize negative,instead of positive,information.
B)Tell the patient what you would do if you were in his/her position.
C)Demonstrate the correct technique and have the patient demonstrate back to you.
D)Ask closed-ended questions.
Q3) A prospective patient's impression elements are classified into several stages.Which of the following is covered in the final decision stage?
A)How does the reception area appear?
B)How is the telephone answered?
C)What are the communication skills of the staff and dentist like?
D)What insurance plan is accepted?
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7
Chapter 6: Dental Healthcare Team Communications
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22 Verified Questions
22 Flashcards
Source URL: https://quizplus.com/quiz/22261
Sample Questions
Q1) Which type of intraorganizational conflict occurs when two dental assistants disagree?
A)Intrapersonal conflict
B)Interpersonal conflict
C)Intergroup conflict
D)Intragroup conflict
Q2) When an individual is assigned a task that does not satisfy his/her personal goals,values,beliefs or expertise,he/she may experience ______ conflict.
Q3) Which of the following statements is true?
A)The procedural manual is used to help train new team members.
B)The office manager develops the procedural manual.
C)The administrative assistant should update the procedural manual as procedures change.
D)The key to developing a good procedural manual is to include the least amount of information possible,while maintaining order and function.
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8
Chapter 7: Computerized Dental Practice
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22 Verified Questions
22 Flashcards
Source URL: https://quizplus.com/quiz/22262
Sample Questions
Q1) A/an _______ is a company that provides patient billing,insurance verification,and marketing and promotion services for a dental practice.
A)outsource group
B)third party vendor
C)marketing and promotion firm
D)accounting firm
Q2) What should you do if the computer system goes down?
A)Cancel all patient appointments until the system is up and running.
B)Ask patients to wait in the reception area until the system is up and running.
C)Use the "honor system"-upon completion of treatment,ask patients to return to the office at their earliest convenience to complete the transaction (schedule appointments,pay for services rendered,etc. ).
D)Record transactions in a daily journal,and enter the data when the system is up and running.
Q3) Which of the following should be considered when a software package is selected?
A)The package places priority on the needs of the office manager.
B)The package comes with sufficient support to run the software.
C)The package offers the same features as those offered in similar practices.
D)Both A and B
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Page 9
Chapter 8: Patient Clinical Records
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23 Verified Questions
23 Flashcards
Source URL: https://quizplus.com/quiz/22263
Sample Questions
Q1) Without a patient's written authorization,personal health information (PHI)cannot be shared with others for purposes unrelated to their healthcare.However,the Privacy Rule (HIPAA)mandates the disclosure of limited health information to satisfy specific public responsibilities.
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.
Q2) Which of the following is the recommended spacing between progress note entries?
A)There should be no space between progress note entries.
B)Spacing between entries should be limited to one or two lines.
C)Spacing between progress note entries should be limited to three lines.
D)Ample spacing of approximately four lines should be left between progress note entries,to accommodate amendments to the original entry.
Q3) What is the primary function of the clinical record?
A)To provide a dental history for the patient
B)To provide identification of the patient
C)To document dental treatment
D)To provide a total picture of the patient and the patient's needs
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Page 10
Chapter 9: Information Management
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23 Verified Questions
23 Flashcards
Source URL: https://quizplus.com/quiz/22264
Sample Questions
Q1) 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.
Q2) College degrees such as DDS,DMS,and PhD are used in indexing:
A)so that staff will address the patient properly.
B)only to distinguish between two identical names.
C)never.
D)in accordance with the preferences of the individual dental office.
Q3) When patient files are alphabetized by name,surnames that have a prefix are indexed:
A)as a single unit with the surname.
B)by prefix without consideration of surname.
C)by surname without consideration of the prefix.
D)as a single unit only if the prefix is capitalized.
Q4) 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
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Chapter 10: Dental Patient Scheduling
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22 Verified Questions
22 Flashcards
Source URL: https://quizplus.com/quiz/22265
Sample Questions
Q1) The _______helps the administrative assistant determine whether or not a patient can be seen as an emergency patient.
A)electronic scheduler
B)appointment card
C)telephone information form
D)call list
Q2) 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.
Q3) Appointment books contain protected health information (PHI)and must be kept out of sight.
A)True
B)False
Q4) The daily schedule sheet can be found in all of the following areas except:
A)treatment areas.
B)the doctor's private office.
C)the reception area.
D)laboratories.
Page 12
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Chapter 11: Recall Systems
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20 Verified Questions
20 Flashcards
Source URL: https://quizplus.com/quiz/22266
Sample Questions
Q1) All the following treatments may require follow-up appointments EXCEPT:
A)dental implants.
B)endodontic treatments.
C)fluoride treatments.
D)crowns and bridges.
Q2) A patient is scheduled for a recall appointment for prophylaxis and radiographs.What should the administrative dental assistant do 2 days before the appointment?
A)Mail a card to remind the patient of an appointment.
B)Call the patient to confirm the date and time of the appointment.
C)Completely fill the practice schedule.
D)Check the computer system for generated recall cards.
Q3) The high success rate of the _______ recall system is accredited to the patient's participation in scheduling his/her own appointments.
A)text message
B)telephone
C)mail
D)prescheduled
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13
Chapter 12: Inventory Management
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24 Verified Questions
24 Flashcards
Source URL: https://quizplus.com/quiz/22267
Sample Questions
Q1) What standards should all products used in direct patient care meet?
A)Occupational Safety and Health Administration (OSHA)
B)American Dental Association
C)Dental Assisting National Board
D)Board of Dental Examiners
Q2) 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.
Q3) What action can be taken to ensure that products will not remain on the shelf unused?
A)Providing adequate research on the product and training in the use of new products
B)Rotating stock to place newer items behind older ones
C)Ensuring that storage requirements are followed
D)Ensuring that products ordered are appropriate for patients who are being treated by the dental healthcare team
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14
Chapter 13: Dental Office Equipment
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21 Verified Questions
21 Flashcards
Source URL: https://quizplus.com/quiz/22268
Sample Questions
Q1) Background noise in the dental office should not rise higher than _______ decibels.
A)20
B)35
C)40
D)55
Q2) Fill in the blank: ________ is an electronic message center used to direct calls (and messages)to individuals or departments.
A)Computer integration
B)Intercom paging
C)Call forwarding
D)Voice mail
Q3) Which of the following is the most common input device?
A)Keyboard
B)Scanner
C)Modem
D)External drive
Q4) A ______ weighs and calculates the correct postage for outgoing mail.
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Page 15
Chapter 14: Financial Arrangements and Collection
Procedures
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24 Verified Questions
24 Flashcards
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Sample Questions
Q1) A copayment is the portion of the dental statement for which the insurance company is financially liable.
A)True
B)False
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) The person identified as the _______ on a child's patient registration form must be informed of treatment and must authorize any payment plan before treatment begins.
A)financially responsible party
B)guardian
C)parent
D)patient
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Chapter 15: Dental Insurance Processing
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24 Verified Questions
24 Flashcards
Source URL: https://quizplus.com/quiz/22270
Sample Questions
Q1) Fill in the blank: _______ is the set dollar amount that the patient must pay toward treatment before the third party will consider payment.
A)Policy coverage
B)The deductible
C)Coverage limitation
D)Eligibility
Q2) Fill in the blank: After _______ days,review and track any unpaid dental claims.
A)7
B)10
C)30
D)60
Q3) Where should copies of the Explanation of Benefits (EOB)be filed?
A)In the clinical records
B)In a file for the month in which the claim was billed
C)In a file for the specific insurance company
D)In a file for the month in which the claim was paid
Q4) How many data items must be entered to complete the ADA Dental Claim Form?
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Chapter 16: Bookkeeping Procedures: Accounts Payable
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23 Verified Questions
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Source URL: https://quizplus.com/quiz/22271
Sample Questions
Q1) 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.
Q2) New employees must complete _______.
A)an I-9 form
B)a W-4 form
C)a W-2 form
D)both A and B
Q3) Salary can be reported in several ways.From the following,identify the classification in which employees are paid according to the amount of work they produce.
A)Hourly employee
B)At will employee
C)Contract employee
D)Salaried employee
Q4) How long must payroll records be kept?
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18
Chapter 17: Bookkeeping Procedures: Accounts Receivable
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Sample Questions
Q1) Money that remains unpaid,in overdue accounts,_______.
A)depreciates
B)appreciates
C)stagnates
D)none of the above
Q2) Fill in the blank:
A(n)_______ system calculates the amount of money owed to the dental practice by accounting for charges and payments.
A)accounts payable
B)accounts receivable
C)pegboard
D)bookkeeping
Q3) 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.
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) At the end of a first interview,the prospective employer asks whether you have any questions.From those listed,which would be an appropriate question in a first interview?
A)"What is the salary for this position?"
B)"Do you reimburse for additional education?"
C)"Which computer software program is used in the office?"
D)"How much overtime would I be expected to work?"
Q2) What is the most important tool of the job search process?
A)Cover letter
B)Letters of recommendation
C)Job application
D)Resume
Q3) When writing an objective on your resume,you should include all of the following,except:
A)the job you want.
B)your expected salary range.
C)what skills or abilities you have.
D)for whom you would like to work.
Q4) What is an employment agreement?
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