Unit 1: Administrative and Office Management

• Topic 01

  Office Policies and Procedures Manuals

  15 questions
• Topic 02

  Facility and Equipment Management — Maintenance Logs and Inventories

  15 questions
• Topic 03

  Supply Ordering and Inventory Control

  15 questions
• Topic 04

  Financial Management — Petty Cash, Day Sheets, and Accounts Receivable

  15 questions
• Topic 05

  Banking — Deposits, Cheque Writing, and Reconciliation

  15 questions
• Topic 06

  Human Resources — Job Descriptions, Onboarding, and Payroll Basics

  15 questions
• Topic 07

  Professional Behaviour — Scope of Practice and Ethical Standards

  15 questions

A few questions from this unit, with the answer and a full explanation. The complete bank is available when you start practising.

1. What is the doctrine of respondeat superior and how does it create liability for a medical practice?

   • A
     A Joint Commission standard mandating that the office manager review all staff actions weekly
   • B
     A contractual concept requiring the practice to indemnify patients for any administrative errors
   • C
     An OSHA principle requiring employers to investigate all employee injuries within 24 hours
   • D
     A legal doctrine meaning "let the master answer"; the employer can be held liable for the negligent acts of employees performed within the scope of their duties
     Correct answer
   Explanation

   Respondeat superior is a Latin legal doctrine meaning "let the master answer." Under this doctrine, an employer is vicariously liable for the tortious (wrongful) acts of employees committed within the scope of their employment. For the CMAA, this means that if they cause patient harm through a negligent administrative act — such as scheduling a patient for the wrong procedure or misfiling records that delay care — the practice may be held liable. This is why practices invest in staff training and ensure that employees act within their scope of practice.

2. A patient asks the CMAA to explain what their lab results mean. What is the CMAA's BEST response?

   • A
     Inform the patient that interpreting lab results is outside the CMAA's scope of practice and offer to have the physician or clinical staff member contact them with an explanation
     Correct answer
   • B
     Explain the results to the patient using general reference ranges found in a medical textbook
   • C
     Tell the patient their results are normal to provide reassurance while the physician reviews the chart
   • D
     Print a copy of the results and highlight abnormal values so the patient can review them before seeing the physician
   Explanation

   Interpreting laboratory results requires clinical knowledge and judgement, which is outside the CMAA scope of practice. Providing any interpretation — even if intended to be reassuring — could constitute the unauthorised practice of medicine and put the patient at risk of harm if the interpretation is incorrect. The CMAA should acknowledge the patient's question, explain that they cannot interpret the results, and facilitate a call or appointment with the clinical provider who can.

3. A CMAA is asked by their supervisor to falsify a patient's billing record by backdating a service entry to avoid a missed timely filing deadline with the insurance company. What is the CORRECT response?

   • A
     Ask the insurance company directly whether a backdated entry is permissible before deciding whether to comply
   • B
     Refuse to falsify the record and report the request through the appropriate chain of command or compliance hotline, as this constitutes healthcare fraud
     Correct answer
   • C
     Comply with the request because following a supervisor's instruction is a mandatory employment obligation
   • D
     Comply once, but document the supervisor's instruction to protect themselves if the fraud is later discovered
   Explanation

   Falsifying billing records to avoid a timely filing deadline constitutes healthcare fraud under 18 U.S.C. § 1347 and may violate the False Claims Act if a government payer is involved. The NHA Code of Ethics requires certified professionals to maintain honesty and integrity and to report suspected fraud or abuse. A CMAA must refuse the request, as compliance would make them personally liable. The request should be reported through the chain of command or compliance hotline. Federal whistleblower protection statutes protect employees who report this type of misconduct.