question

Advocate

answer

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

question

Affable

answer

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

question

Agenda

answer

A list or outline of things to be considered or done

question

Ancillary

answer

Subordinate; auxiliary (assisting)

question

Appraisal

answer

An expert judgment of the value of merit of; judgment as to quality

question

Blatant

answer

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

question

Burnout

answer

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

question

Chain of Command

answer

A series of executive positions in order of authority

question

Cohesive

answer

Sticking together tightly; exhibiting or producing cohesion

question

Disparaging

answer

Slighting; having a negative or degrading tone

question

Embezzlement

answer

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

question

Extrinsic

answer

External to a thing; its essential nature, or its original character

question

Impenetrable

answer

Incapable of being penetrated or pierced; not capable of being damaged or harmed

question

Incentives

answer

Things that incite or spur to action; rewards or reasons for performing a task

question

Liaison

answer

A close bond or connection; a person with a connection, contact, link, or conspiracy with another person or group

question

Mentors

answer

Trusted counselors or guides

question

Meticulous

answer

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

question

Micromanage

answer

To manage with great or excessive control or attention to details

question

Motivation

answer

The process of inciting a person to some action or behavior

question

Quackery

answer

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

question

Reprimands

answer

Criticism for a fault; severe or formal reproofs

question

Retention

answer

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

question

Subordinate

answer

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

question

Targeted

answer

Directed or used toward a target; directed toward a specific desire or position

question

The office managers in today's medical facilities must be very _______ and be able to perform several tasks at one time

answer

Versatile

question

Who is expected to assume management duties when the office has only two medical assistants, one administrative and one clinical?

answer

The administrative medical assistant

question

A facility with _____ or more employees should designate one person as supervisor or office manager

answer

Three

question

What skills does an office manager need?

answer

Management skills and the ability to deal with personnel matters

question

A ________ allows the office staff to consult with the physician regarding administrative or clinical problems, complaints or grievances.

answer

Chain of command

question

- Uses good judgment - Has good health - Has the ability to organize - Is willing to learn... Are some qualities of?

answer

An effective manager

question

Many physician's say that ______ among workers is their most common personnel problem

answer

Friction

question

-Preparing and updating the policies and procedures manuals -developing job descriptions -Recruiting new employees -Performing orientation and training... are some of the tasks performed by the?

answer

Medical office manager

question

A successful manager must be what?

answer

Interested in people and enjoy working with them on a daily basis

question

Successful managers are confident enough in their own skills to give credit to?

answer

Employees who develop ideas and concepts for the team

question

Leaders ______ other people.

answer

Nurture

question

Managers usually take the time to discover....

answer

What makes people tick and then give them opportunities that will help them rise to new levels of responsibility

question

Leaders have a strong _____ in people

answer

Belief

question

Perhaps most important, leaders ______ to their people

answer

Listen

question

What does listening involve?

answer

Eye contact and questions to ensure that the employee is understood

question

Charismatic Leaders are?

answer

Have a special way of inspiring an unswerving allegiance and devotion from their followers

question

Transactional Leaders are?

answer

Structured and organized. They makes sure their subordinates understand their duties and roles

question

Transformational Leaders are?

answer

Innovative and able to bring about change in an organization. These leaders are relationship builders

question

Democratic managers are?

answer

Willing to listen to employees. They are fair- minded and ask the opinions of the staff when making decisions

question

Autocratic managers are?

answer

More of a dictator, making demands and insisting that tasks be done in a certain way

question

Laissez- faire managers are?

answer

Easy going and do not make a lot of demands on employees

question

Who developed the theory X and theory Y to distinguish two types of managers?

answer

Douglas McGregor

question

Who was Douglas McGregor?

answer

An American social psychologist

question

Who wrote "The Human Side of Enterprise"?

answer

Douglas McGregor

question

When was "The Human Side of Enterprise" published?

answer

1960

question

Who invented theory Z?

answer

William Ouchi

question

When was theory Z brought up?

answer

1981

question

What is theory X?

answer

It suggests that humans dislike working and avoid it whenever possible.

question

Workers, according to theory _____, do not like responsibility and prefer to be directed than lead.

answer

X

question

Theory X is considered "______" management?

answer

Hard

question

What is Theory Y?

answer

It holds that people enjoy work and that it is a normal competent of life, as are rest and play

question

Workers according the theory _____, seek and accept responsibility, enjoy job satisfaction, and are imaginative and creative

answer

Y

question

Theory Y is considered "____" management?

answer

Soft

question

Theory _____ considers characteristics such as long- term employment, collective decision making, individual responsibility, and a holistic view of the employee and his or her family

answer

Z

question

Maslow's triangle of needs begins with psychological needs such as?

answer

Air, food, water and sleep

question

The second, third, and final subject of needs in Maslow's theory are?

answer

Social needs, esteem needs, and then self actualization

question

In the workplace, physiologic needs are met with ______?

answer

Lunch breaks, rest times, and days off

question

Needs related to esteem include...

answer

Feeling appreciated, valued, and being recognized for good works

question

-Company Policy -Supervision -Relationship with supervisors -Work Conditions -Salary -Relationship with co- workers Are six factors that can lead to job __________.

answer

Dissatisfaction

question

-Achievement -Recognition -The work product -Responsibility -Advancement -Growth are six factors that can lead to job ________.

answer

Satisfaction

question

Who wrote "The Motivation to Work"?

answer

Frederick Herzberg

question

What three points did frederick Herzberg point in his book?

answer

-Jobs must be satisfying and must motivate employees to reach their full capabilities -Employees who show greater ability should be given more responsibility -If the job does not allow to use his or her full ability, a different employee should be placed on that position

question

Who wrote "Who moved my cheese?"?

answer

Spencer Johnson

question

-Change happens -Anticipate change -Monitor change -Adapt to change quickly -Move with the change -Enjoy change -Be ready to change again quickly and enjoy it These are all points from which book?

answer

Who moved my cheese?

question

Coercive Power

answer

Is manipulative, and the leader often makes threats or uses fear to accomplish goals.

question

Granting Rewards

answer

Is a more positive use of power. When the leader is able to give employees some type of reward for a job well done, most employees strive to reach their goals

question

Expert Power

answer

Is a factor when the leader is knowledgeable about a subject.

question

Legitimate Power

answer

Is that of position or status.

question

Referent Power

answer

Is granted from subordinates to those who lead by example

question

A manager who puts up barriers and erects emotional walls with employees has difficulty forming a ______ team

answer

Cohesive

question

Who are "yes" people

answer

People who agree with everything the manager says

question

-A challenge -Money -Praise -Satisfaction Are all factors that can....

answer

Motivate a person to reach a goal

question

Intrinsic Motivation is?

answer

It is internal, or originates within a person. It is long term and can be focused toward a lifelong goal

question

Extrinsic Motivation is?

answer

It is external and more material in nature. It is generally more short lived.

question

What kind of reactions will a new office manager get from employees when entering an office?

answer

Negative

question

The first thing a new office manager can do to begin garnering support is?

answer

Nothing

question

-Mutual accountability -Common purpose and performance goals -Small size -Common approach -Complementary skills are all essential elements of....

answer

Teamwork

question

Mutual accountability

answer

Each person on the team holds the others accountable for the success of the organization

question

Common purpose and performance goals

answer

Short- term and intermediate goals must relate to long- term goals of the group

question

Small size

answer

Most successful teams have a small number of members; fewer than 10

question

Common approach

answer

All team members must learn to work together toward the goal

question

Complementary goals

answer

A variety of talents, skills, and abilities is needed for a successful team.

question

What is a strong method of improving employee morale and encouraging outstanding performance?

answer

Recognition

question

What is the first step to finding the source of an employee's difficulties towards resolution?

answer

Counseling

question

Many offices allow how many verbal warning(s) before written reprimands go into the employees file?

answer

One

question

Id the manager does not make a habit of writing formal reprimands, there may be insufficient what?

answer

Documentation of problems with the employee once the manager is ready to terminate him or her

question

Should small offenses such as being tardy, be noted in the employee's file?

answer

Yes

question

-Complaints -Angry -Needy -Demanding Are some things that explain?

answer

Problem patients

question

The office manager may act as a ____ between the patients and physician when issues arise that are somewhat complicated

answer

Liaison

question

The office manager should take measures to help employees avoid what?

answer

Burnout

question

-Stressful, disorganized home or work environment -Poor human relations skills -Feeling of being out of control of one's own life Are all examples of what?

answer

Burnout

question

-Ask for help -Organize and prioritize tasks -Get some exercise -Understand personal limitations Are just some tips for preventing what?

answer

Burnout

question

When people work together for an extended period, they often become ______, and sometimes friendships develop into close friendships

answer

Affable

question

The office manager must be careful about what?

answer

Becoming too close in friendship with his or her employees

question

The manager can have a good _____ with employees without becoming over friendly

answer

Rapport

question

Both the medical assistant and the office manager should serve as a patient _______, but they can never hold back information the physician needs to know

answer

Advocate

question

A variety of personalities work better together than several similar personalities? True or False?

answer

True

question

What is the most effective method of finding new employees?

answer

Through word of mouth

question

What should the office manager keep on file when an opening occurs in the office?

answer

A file of resumes that can be accessed

question

How many stacks should the resumes be stacked in?

answer

Three; Stack one should contain resumes of individuals who will be called for an interview. stack two should consist of people candidates but not the strongest; and stack three should be of people who will not be called

question

What things should be looked for when reviewing an applicants resume?

answer

Legible handwriting, free of error, gaps between positions, it should be filled out completely and "see resume" should not be included.

question

What is a "targeted" resumes?

answer

A resume that is written specifically for a certain position.

question

Both men and women receive protection from on-the-job discrimination, sexual harassment, mandatory lie detector tests, and unfair discharge. True or False?

answer

True

question

Title VII of the Civil Rights Act of 1964, as amended by the equal Equal Employment Opportunity Act of 1972, prohibits inquires into an application's race, color, gender, religion, and national origin. True or False?

answer

True

question

It is okay if the interviewer asks questions about age, race, marital status, and other discriminatory areas in the interview. True or False?

answer

False

question

When the interview is finished, what should the interviewer immediately do?

answer

Take a few minutes to rate the applicant while the interview is fresh in the memory. Jot down some notes so that the applicant will be remembered easily

question

OSHA training must be provided to employees at risk of exposures before or after they being any duties?

answer

Before

question

What should well written job descriptions list?

answer

The essential functions of the job and reveal the chain of command the employee should follow when questions or concerns arise

question

A new employee should be granted a _______

answer

Probationary period

question

What is a probationary period?

answer

A period of 60 to 90 days to determine whether the employee will be able to learn and adapt to the position

question

Set a _____ for a performance review covering the probationary period at the time of initial employment

answer

Definite date

question

Some innovative companies use _____ of employees to get a different view of the work performed by a worker

answer

Peer evaluation

question

A process know as a _______ is an excellent tool for evaluating any employee

answer

360- degree evaluation

question

Medical practice acts existed as early as _______ days

answer

Colonial

question

In which century did practically none of the states have law governing the practice of medicine?

answer

The mid- nineteenth century

question

By the beginning of the _______ century, medical practice acts were established by statute and again were in effect in every state.

answer

Twentieth

question

The purpose of the medical practice act is to?

answer

Define what is included in the practice of medicine in that state; Govern the methods and requirements of licensure; establish the grounds for suspension of revocation of license

question

How many offices must follow the laws and regulations set forth by the city and the state where the practice is located

answer

All

question

A graduate of a medical school must be licensed before beginning the practice of medicine. True of false?

answer

True

question

Licensure is regulated by state statutes through the ______?

answer

Medical Practice Acts

question

The license to practice medicine or chiropractic is granted by a _______?

answer

State board, frequently known as the State Board of Medical Examiners or Board of Registration

question

Licensure may be accomplished by?

answer

Examination, reciprocity, or endorsement

question

Every state requires medical Doctors to pass a?

answer

Written examination

question

When did the Federation of State Medical Boards and the National Board of Medical Examiners agree to establish a single licensing examination for graduates of accredited medical schools?

answer

1990

question

What does FLEX stand for?

answer

Federation licensing examination

question

Medical graduates in the United States must pass one of which three exams?

answer

Federation licensing exam (FLEX), the U.S. Medical licensing examination (USMLE), or the National Board of medical examiners' examination (NBME)

question

Osteopathic physicians must pass what examination?

answer

The national board of osteopathic medical examiners' comprehensive osteopathic medical licensing examination (COMLEX)

question

Some states grant the license to practice medicine by?

answer

Reciprocity

question

What does it mean when a state grants the license to practice medicine by reciprocity?

answer

They automatically recognize that the requirements of the state in which the license was granted, meet their standards

question

Licensure by endorsement is granted on a?

answer

Case-by-case basis

question

Graduates who have not been licensed are required to pass what?

answer

A state board examination

question

Is a state license required if a graduate wants to engage in other things such as research or administration, etc?

answer

No

question

Do licensed physicians in the Armed Forces, Public Health Service, and Veterans Affairs facilities need to be licensed in the state which they are in?

answer

No

question

After a license has been granted, a reregistration is required when?

answer

Annually and biennially

question

A physician can be ______ registered in more than one state

answer

Concurrently

question

Who notifies the physician when registration is due?

answer

The issuing body

question

A total of how many hours per year is the average requirement for a license renewal?

answer

50

question

-Conviction of a crime -Unprofessional conduct -Personal or professional incapacity These can all lead to?

answer

Revocation or suspension of a license

Chapter 25 Medical Practice Management and Human Resources – Flashcards

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