Dental Office Communications
Exam Materials
Course Introduction
Dental Office Communications is designed to equip students with the essential skills needed to effectively interact within a dental practice environment. The course covers both verbal and written communication methods, emphasizing patient relations, professional etiquette, and cross-team collaboration. Topics include handling patient inquiries, appointment scheduling, managing patient records, conflict resolution, and the use of communication technologies in the dental office. By integrating practical scenarios and role-playing exercises, students will develop the confidence and professionalism required to ensure smooth operation, positive patient experiences, and cohesive teamwork in a dental setting.
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) More than 400 different transaction and code sets existed before HIPAA.How many transaction code sets are used today?
A)7
B)9
C)11
D)30
Answer: A
Q2) Business issues of dental care are addressed in the portability section of the HIPAA Act of 1996.The accountability section of the Act allows individuals to carry their health insurance from one job to another to avoid a lapse in coverage.
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.
Answer: D
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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27 Verified Questions
27 Flashcards
Source URL: https://quizplus.com/quiz/22257
Sample Questions
Q1) Prophylactic treatment includes:
A)replacing missing teeth with an artificial tooth or teeth.
B)restoring the function of posterior teeth.
C)providing thin coverage on facial surfaces.
D)removing stains and deposits and polishing teeth.
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 live cellular substance of the tooth is known as: A)gingivae.
B)cementum.
C)enamel.
D)dentin.
Answer: D
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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) The communication process consists of five elements.Which element is responsible for providing feedback?
A)Sender
B)Medium
C)Message
D)Receiver
Answer: D
Q2) To convey professionalism,the telephone should be answered within _______ rings.
Answer: three
Q3) 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
Q4) In a recent study,tone of voice was a more significant factor in the interpretation of a message than body language.
A)True
B)False
Answer: False
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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 a letter written between professionals?
A)Insurance correspondence
B)Consent forms to obtain records
C)Bills and collection
D)Dental society correspondence
Q2) Because e-mail correspondence is password protected,e-mail is an efficient way to securely transfer confidential information.
A)True
B)False
Q3) 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.
Q4) A _______ is a light mark on professional stationery that identifies the type or manufacturer of the paper.
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6
Chapter 5: Patient Relations
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24 Verified Questions
24 Flashcards
Source URL: https://quizplus.com/quiz/22260
Sample Questions
Q1) Specific information related to accepted insurance plans should be kept by the telephone to help the assistant answer questions about insurance policies.Insurance information should be clarified with the patient before dental treatment begins.
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) Patients who must wait longer than ______ should be given options to make the wait more comfortable.
Q3) 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
Q4) Each person who answers the telephone should _______.
A)use a unique script
B)use the same script
C)avoid the use of a script
D)read the script,word for word
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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) Conflict can be constructive if:
A)it helps team members find new ways to state their problems.
B)it increases resistance to change.
C)it reduces communication.
D)it produces an atmosphere of cynicism.
Q2) A/an _______ channel of communication is the flow of information from one level of an organization to a higher level.
A)downward
B)upward
C)horizontal
D)informal
Q3) 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.
Q4) In a professional setting,patients seldom detect tension between members of the dental healthcare team.
A)True
B)False
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Chapter 7: Computerized Dental Practice
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22 Verified Questions
22 Flashcards
Source URL: https://quizplus.com/quiz/22262
Sample Questions
Q1) 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
Q2) The ______ is a unique identification number for healthcare providers that is required on all electronic transactions.
Q3) A paperless dental practice uses a _______ software program.
A)level one (basic)
B)level two (intermediate)
C)level three (advanced)
D)level four (complex)
Q4) The only way to protect stored information is to:
A)print and file the information on a regular basis.
B)utilize password protection.
C)constantly back up the system.
D)implement the operator verification protocol.
Q5) More than one patient can be assigned to an account.
A)True
B)False
Page 9
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Chapter 8: Patient Clinical Records
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23 Verified Questions
23 Flashcards
Source URL: https://quizplus.com/quiz/22263
Sample Questions
Q1) Why is it important to document missed and broken appointments in the clinical record?
A)So patients can be billed if they failed to give timely notice
B)So a follow-up letter can be sent to explain the importance of continued treatment
C)To document the intent of the dentist to complete work and follow-up in a timely manner
D)To document that postoperative instructions are not being followed
Q2) Which of the following is NOT an advantage of computer-generated clinical records?
A)The dental practice will not need to employ an administrative assistant.
B)Entries are automatically signed with the code of the person making the entry.
C)All needed information must be entered before the program can be closed.
D)Computer-generated progress notes are more easily read than handwritten entries.
Q3) Diagnostic models are:
A)stored in the patient clinical record.
B)used to provide patient teaching.
C)casts of the patient's mouth.
D)used for practice in a dental assisting class.
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Chapter 9: Information Management
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23 Verified Questions
23 Flashcards
Source URL: https://quizplus.com/quiz/22264
Sample Questions
Q1) Bank statements,business reports,and tax records are filed according to subject and then are subdivided _______.
A)chronologically
B)by vendor
C)alphabetically
D)by specific individual or organization
Q2) Which transfer method identifies files and records that have been inactive for a predetermined length of time?
A)Periodic method
B)Permanent method
C)Perpetual method
D)Perennial method
Q3) The purposes of following a systematic approach to information management are to simplify the retrieval process and ensure the precise location of documents and records.In an electronic environment,the storage system includes all but which of the following?
A)Hard drives with PC and network servers
B)CD
C)Methods for organizing documents
D)Tape backup
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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) Which of the following is not key to maximizing scheduling efficiency?
A)The amount of money collected and the extent of treatment provided on a daily basis
B)The time of day that the dental healthcare team works smarter and faster
C)A procedure that may require utilization of an extended function dental assistant
D)The person who handles the scheduling
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) Which of the following is the appropriate action when it is impossible to see a patient within 10 minutes of his/her arrival?
A)Immediately reschedule the patient.
B)Inform the patient of the delay and the approximate time the dentist will see him/her.
C)Wait at least 20 minutes before informing the patient.
D)No action is necessary unless the dentist must cancel the appointment.
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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) A routine examination and prophylaxis appointment should be scheduled every
A)4 months
B)6 months
C)9 months
D)12 months
Q2) When should recall cards be mailed?
A)The week before the patient is due for recall
B)The month before the patient is due for recall
C)Six weeks before the patient is due for recall
D)The month after the patient is due for recall
Q3) The patient is solely responsible for ensuring that each recall appointment is covered by his/her insurance provider.If the dentist recommends that the patient be seen more often for dental health reasons,inform the patient that the insurance company may not pay for the visit,before scheduling the appointment.
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.
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Page 13
Chapter 12: Inventory Management
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24 Verified Questions
24 Flashcards
Source URL: https://quizplus.com/quiz/22267
Sample Questions
Q1) Which of the following statements is false?
A)Major equipment information can be organized for quick reference with an index card file.
B)Purchasing major equipment is time-consuming.
C)Major equipment is usually purchased directly from the manufacturer.
D)Members of the dental team can try different models of equipment at trade shows or dental conventions.
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) A manual inventory management system is effective but more time-consuming than a computerized inventory management system.
A)True
B)False
Q4) The acronym OSHA stands for ______.
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Chapter 13: Dental Office Equipment
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21 Verified Questions
21 Flashcards
Source URL: https://quizplus.com/quiz/22268
Sample Questions
Q1) Which of the following is the best way to relay confidential information?
A)Speaker phone
B)Manual (paper)memo
C)Intercom
D)Voice mail
Q2) Small,solar-powered (non-printing)desktop calculators are highly recommended for use in the dental office.
A)True
B)False
Q3) In planning the office area of the dental practice,you must consider ergonomics.What potential work-related problems can occur if ergonomics is not addressed?
A)Work-related stress claims
B)Violation of the Americans With Disabilities Act
C)Violation of Occupational Safety and Health Administration regulations
D)Work-related musculoskeletal disorders
Q4) A ______ weighs and calculates the correct postage for outgoing mail.
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Chapter 14: Financial Arrangements and Collection
Procedures
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24 Verified Questions
24 Flashcards
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Sample Questions
Q1) Which of the following statements is true?
A)Open-ended questions are effective when a collection call is placed.
B)Patients usually complete their scheduled treatment even when they owe the dentist money.
C)It is unusual for a patient to become angry during a collection call.
D)You will get better results,when placing a collection call,with a voice that is commanding,authoritative,and judgmental.
Q2) Fill in the blank:
One advantage of a/an _______ is that an external agency assumes the risk for collecting the charges.
A)outside payment plan
B)divided payment plan
C)credit card payment
D)both A and C
Q3) A copayment is the portion of the dental statement for which the insurance company is financially liable.
A)True
B)False
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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) Employers rarely change their dental coverage.A patient with the same company for 25 years will most likely have the same carrier and benefits for the duration of his/her employment.
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 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
Q3) A teenager is new to the dental office and is filling out the new patient paperwork.When he gets to the insurance section,he asks you what he should put for subscriber.You explain that:
A)he is the subscriber.
B)his father is the subscriber.
C)his mother is the subscriber.
D)the holder of the dental benefits is the subscriber.
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Page 17
Chapter 16: Bookkeeping Procedures: Accounts Payable
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23 Verified Questions
23 Flashcards
Source URL: https://quizplus.com/quiz/22271
Sample Questions
Q1) You have been assigned to handle the payroll for the dental office.What government publication would be a helpful reference?
A)IRS Publication 15 Circular E
B)U.S.Treasury Publication 1541
C)IRS Form I-9
D)Form 941
Q2) Which of the following is not needed to reconcile an account?
A)Check register
B)Payroll records
C)Deposit records
D)Bank statements
Q3) Accounts payable can be defined as a:
A)system of recording all financial transactions.
B)system that records all financial transactions between a patient and the dental practice.
C)system that records all monies the dental practice owes others.
D)method used to verify and classify all transactions.
Q4) How long must payroll records be kept?
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18
Chapter 17: Bookkeeping Procedures: Accounts Receivable
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24 Verified Questions
24 Flashcards
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Sample Questions
Q1) Which of the following is not included in the billing statement?
A)Date of service
B)Patient's Social Security number
C)Patient identification
D)List of transactions
Q2) Cash from a deposit can be used to quickly and easily replenish the petty cash fund.
A)True
B)False
Q3) What is the last step in the daily routine for managing patient transactions?
A)Document payments.
B)Document patient treatments.
C)Complete end of day procedures.
D)Post financial transactions.
Q4) Why is an audit report necessary?
A)It is used to report business,income,and payroll taxes.
B)It identifies mistakes so they can be Corrected.
C)It protects the employer against embezzlement.
D)Both B and C
Q5) _______ are used to illustrate different financial and patient trends.
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Chapter 18: Employment Strategies
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22 Verified Questions
22 Flashcards
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Sample Questions
Q1) What type of resume arranges information in order of occurrence,with the most recent information presented first?
A)Chronological resume
B)Functional resume
C)Hybrid resume
D)Typical resume
Q2) When you are accepting a job offer,your decision should be based on all the following,except:
A)salary and benefits.
B)identity of your direct supervisor.
C)work schedule.
D)vacation schedule.
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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