question

a person who defends or pleads the cause of another; one who supports or promotes the interests of another

answer

advocate

question

pleasant and at ease in talking to others; characterized by ease and friendliness

answer

affable

question

a list or outline of things to be considered or done

answer

agenda

question

subordinate; auxiliary

answer

ancillary

question

an expert judgement of the value or merit of; judgement as to quality

answer

appraisal

question

completely obvious, conspicuous, or obtrusive, especially in a crass or offensive manner; brazen

answer

blatant

question

exhaustion of physical or emotional strength or motivation, usually as a result of prolonged stress or frustration

answer

burnout

question

a series of executive positions in order of authority

answer

chain of command

question

sticking together tightly

answer

cohesive

question

slighting; having a negative or degrading tone

answer

disparaging

question

stealing from an employer; to appropriate goods, services, or funds for personal use without permission

answer

embezzlement

question

external to a thing, its essential nature, or its original character

answer

extrinsic

question

not capable of being damaged or harmed

answer

impenetrable

question

things which incite or spur to action; rewards or reasons for performing a task

answer

incentives

question

a close bond or connection; a person with a connection

answer

liaison

question

trusted counselors or guides

answer

mentors

question

marked by extreme or excessive care in the consideration or treatment of details

answer

meticulous

question

to manage with great or excessive control or attention to details

answer

micromanage

question

the process of inciting a person to some action or behavior

answer

motivation

question

practicing or pretending to have the ability to cure or treat a patient without qualifications to do so

answer

quackery

question

criticisms for a fault; severe or formal reproofs

answer

reprimands

question

the act of keeping in possession or use; keeping in one's pay or service

answer

retention

question

submissive to or controlled by authority; placed in or occupying a lower class, rank, or position

answer

subordinate

question

directed toward a specified desire or position

answer

targeted

question

Most management problems can be prevented by carefully defining the areas of:

answer

- authority - employee responsibilities

question

Managers who have a group of outstanding employees usually are looked on as _____.

answer

effective leaders

question

A "yes" person is someone who:

answer

agrees with everything the manager says

question

The office manager must always have enough _____ when terminating an employee.

answer

written documentation

question

One of the most effective methods of finding new employees is through:

answer

word of mouth

question

When calling a job candidate to schedule an interview, the office manager has an opportunity to judge:

answer

how well the person speaks on the telephone

question

The job candidate should fill out the application at the office by hand so:

answer

the applicant's handwriting can be evaluated

question

If the job candidate feels _____, he or she will be able to share strengths and will communicate better during the interview.

answer

at ease

question

Relationships with those who work in the medical office should, above all else, be _____.

answer

professional

question

Candidates may be required to submit to a _____, especially if they will be handling office finances.

answer

credit check

question

One of the most critical errors in bringing a new staff member to the team is not providing fair and adequate _____ and _____.

answer

orientation, training

question

Well-written _____ list the essential functions of the job and specify the chain of command that should be followed in the office.

answer

job descriptions

question

A dismissed employee should never be:

answer

left in the office alone

question

Always check at least _____ references when hiring a new employee.

answer

3

question

5 different types of leadership styles:

answer

1) laissez-faire 2) autocratic 3) participative/democratic 4) transactional 5) transformational

question

A _____ leader lacks direct supervision of employees and fails to provide regular feedback to those under his supervision.

answer

laissez-faire

question

Laissez-faire style leadership hinders:

answer

the production of employees needing supervision

question

The laissez-faire style produces no leadership or supervision efforts from mangers, which can lead to:

answer

- poor production - lack of control - increasing costs

question

The _____ leadership style allows mangers to make decisions alone without the input of others.

answer

autocratic

question

Characteristic of autocratic leadership:

answer

- managers possess total authority and impose their will on employees - benefits employees who require close supervision

question

The _____ leadership style values the input of team members and peers, but the responsibility of making the final decision rests with the leader

answer

participative/democratic

question

Participative leadership _____ because employees make contributions to the decision-making process.

answer

boosts employee morale

question

T/F: The participative style meets challenges when companies need to make a decision in a short period.

answer

True

question

Managers using the _____ leadership style receive certain tasks to perform and provide rewards or punishments to team members based on performance results.

answer

transactional

question

Characteristics of transactional leadership:

answer

- mangers and team members set predetermined goals together - employees agrees to follow the direction and leadership of the manager - manager possesses power to review results and train or correct employees when team members fail to meet goals

question

The _____ leadership style depends on high levels of communication from management to meet goals.

answer

transformational

question

T/F: The transformational style of leadership does not require the involvement of management to meet goals.

answer

False

question

Transformational leaders focus on the _____ within an organization and delegate _____ to the team to accomplish goals.

answer

big picture, smaller tasks

question

Facilities with three or more employees should designate _____ as the office manager.

answer

one person

question

T/F: Managers should sit next to employees when talking instead of across from them at a desk when possible.

answer

True

question

the ability to influence employees so that they carry out their directives

answer

power

question

power associated with people who are in a position to punish others

answer

coercive

question

refers to the ability of a person to influence the behavior of others in the organization by virtue of having some knowledge or skill related to the work being performed

answer

expert

question

comes from the position a person holds; this is related to a person's title and job responsibilities

answer

legitimate

question

power people who are well-liked and respected can possess

answer

referent

question

_____ and _____ within an organization help to stop abuse of power.

answer

Checks, balances

question

2 types of motivation:

answer

1) intrinsic 2) extrinsic

question

intrinsic motivation

answer

internal; originates inside someone

question

extrinsic motivation

answer

external and more material in nature

question

Low morale may exist due to:

answer

- lack of business - one employee who displays a poor attitude - recent changes in management - recent changes in policies and procedures - terminations of other employees

question

_____ give the employees reason to perform above and beyond the call of duty.

answer

Incentives

question

_____ is a strong method for improving employee morale and encouraging outstanding performance.

answer

Recognition

question

If the manager does not make a habit of _____, there may be insufficient documentation to terminate the employee.

answer

writing formal reprimands

question

Continuous training and staff development are vital aspects of any medical office, such as _____.

answer

continuing education units (CEUs)

question

Probation periods are usually from _____.

answer

60 - 90 days

question

allow employees to evaluate one another and provide input into each others' performances

answer

peer evaluations

question

A process known as a _____ is an excellent tool for evaluating any employee; such evaluations usually consist of a questionnaire given to those who work closely with the employee.

answer

360-degree evaluation

question

In health care, grounds for immediate termination include:

answer

- embezzlement - insubordination - violation of patient confidentiality

question

How is patient confidentiality most commonly violated in health care?

answer

sharing of passwords

question

2 types of raises:

answer

- cost of living adjustment - merit raise

question

_____ are increases based on an employee's commendable performance.

answer

Merit raises

question

T/F: Patient information folders decrease the number of calls that come to the office.

answer

True

question

clearly stated instructions for patient use for various procedures and treatments

answer

patient instruction sheets

question

When moving or closing a practice, it is important to:

answer

- notify patients - store medical records, if applicable

Admin II: Chapter 25 – Flashcards

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