CPPM Final Exam Study Guide UPDATED
ACTUAL Exam Questions and CORRECT
Answers LATEST 2026
Obtain the patient's name, birth date, phone number, date and time of the call, and the name
of pharmacy. Attach the message to the patient's chart and give the message to the physician's
nurse. - ANSWER -Our office has protocols for handling telephone calls. Use the protocol
below to answer this question: Telephone Protocol1. Answer the phone: "Doctor's office (use
the name of doctor); This is (your name); How may I help you?"2. When taking a message: Use
the 2-ply carbon message pads. Write the patient's name, birth date, phone number, where
they can be reached, name of the person calling, relationship to the patient if they are not the
patient, today's date, and time of call. Write a brief explanation for the call. Get the name of
the pharmacy if a refill is requested. Pull the patient's chart and attach the message to the
physician's nurse. A patient calls to refill a prescription. How would you apply the policy?
Be supportive and appreciative.
Could you spend more one-on-one time with each individual employee?
Be transparent about departmental and company changes.
Listen to employees' concerns.
Leverage employees' needs and desires to inspire productivity. - ANSWER -Which of the
following will motivate employees?
Suspend services temporarily. - ANSWER -No Show Policy:· A "no show" is a patient who
misses an appointment without canceling it within one (1) business day in advance.· A failure
to present at the time of a scheduled appointment will be recorded in your medical chart as a
"no show."· An administrative fee of $25.00 will be billed to your account. We will send a letter
alerting you that you failed to show for a scheduled appointment and did not cancel the
appointment within one (1) business day before the appointment. A bill for the administrative
, fee will be included with the letter.· A copy of the letter will be put in your medical record.·
Three "no-shows" in one calendar year will result in temporary suspension of services.· To
reinstate services, you will be required to meet with your Primary Care Physician (PCP) within
30 days of the third no show letter to evaluate your situation.· If you do not respond and/or
schedule an appointment within 30 days, we will consider your patient status as terminated.·
No-show charges are a patient's responsibility and will not be billed to your insurance
company.An established patient did not keep her scheduled appointment. There is no record
that she called to cancel and/or reschedule. This is her third "no show" in one year. Based on
the no show policy, which of the following processes should be followed?
Fidgeting or little eye contact - ANSWER -The physician who owns the practice
approaches you to discuss an increased frequency of denials. Which of the following would
give the physician the impression that you have low interest in what he is saying?
Sit in the chair next to her and cross your legs. - ANSWER -You arrive at your office to
find a patient waiting to speak with you. The patient is disgruntled about receiving a bill for her
services when it should have been covered by the insurance carrier. When you enter your
office, the patient sits down and crosses her legs to speak to you. What is the most effective
use of body language to defuse the situation?
No, incident-to services are not covered in a hospital setting - ANSWER -A physician
assistant (PA) is hired by a cardiology practice to help see patients in the hospital. The PA
performs all the rounds and notifies the physician on call if there are any patients that need to
be seen by a physician. Is it appropriate to bill for the PA's services as incident-to?
I and III - ANSWER -Select the answer that fits the description of an office manager.I.
Focuses on tactical activities and often has a more directive and controlling approachII.
Strategically focusedIII. Manages the activities of others
ICD-10-PCS codes - ANSWER -Procedure codes are reported by the facility using which
code set?
The service is not medically necessary - ANSWER -Which option is a common reason for
denials?
I, III, and IV - ANSWER -Which of the following are reasons a claim may be denied?I. An
incorrect place of serviceII. Multiple modifiers were used on a procedure codeIII. An incorrect
NPIIV. Truncated diagnosis codesV. More than one CPT® code on the claim
ACTUAL Exam Questions and CORRECT
Answers LATEST 2026
Obtain the patient's name, birth date, phone number, date and time of the call, and the name
of pharmacy. Attach the message to the patient's chart and give the message to the physician's
nurse. - ANSWER -Our office has protocols for handling telephone calls. Use the protocol
below to answer this question: Telephone Protocol1. Answer the phone: "Doctor's office (use
the name of doctor); This is (your name); How may I help you?"2. When taking a message: Use
the 2-ply carbon message pads. Write the patient's name, birth date, phone number, where
they can be reached, name of the person calling, relationship to the patient if they are not the
patient, today's date, and time of call. Write a brief explanation for the call. Get the name of
the pharmacy if a refill is requested. Pull the patient's chart and attach the message to the
physician's nurse. A patient calls to refill a prescription. How would you apply the policy?
Be supportive and appreciative.
Could you spend more one-on-one time with each individual employee?
Be transparent about departmental and company changes.
Listen to employees' concerns.
Leverage employees' needs and desires to inspire productivity. - ANSWER -Which of the
following will motivate employees?
Suspend services temporarily. - ANSWER -No Show Policy:· A "no show" is a patient who
misses an appointment without canceling it within one (1) business day in advance.· A failure
to present at the time of a scheduled appointment will be recorded in your medical chart as a
"no show."· An administrative fee of $25.00 will be billed to your account. We will send a letter
alerting you that you failed to show for a scheduled appointment and did not cancel the
appointment within one (1) business day before the appointment. A bill for the administrative
, fee will be included with the letter.· A copy of the letter will be put in your medical record.·
Three "no-shows" in one calendar year will result in temporary suspension of services.· To
reinstate services, you will be required to meet with your Primary Care Physician (PCP) within
30 days of the third no show letter to evaluate your situation.· If you do not respond and/or
schedule an appointment within 30 days, we will consider your patient status as terminated.·
No-show charges are a patient's responsibility and will not be billed to your insurance
company.An established patient did not keep her scheduled appointment. There is no record
that she called to cancel and/or reschedule. This is her third "no show" in one year. Based on
the no show policy, which of the following processes should be followed?
Fidgeting or little eye contact - ANSWER -The physician who owns the practice
approaches you to discuss an increased frequency of denials. Which of the following would
give the physician the impression that you have low interest in what he is saying?
Sit in the chair next to her and cross your legs. - ANSWER -You arrive at your office to
find a patient waiting to speak with you. The patient is disgruntled about receiving a bill for her
services when it should have been covered by the insurance carrier. When you enter your
office, the patient sits down and crosses her legs to speak to you. What is the most effective
use of body language to defuse the situation?
No, incident-to services are not covered in a hospital setting - ANSWER -A physician
assistant (PA) is hired by a cardiology practice to help see patients in the hospital. The PA
performs all the rounds and notifies the physician on call if there are any patients that need to
be seen by a physician. Is it appropriate to bill for the PA's services as incident-to?
I and III - ANSWER -Select the answer that fits the description of an office manager.I.
Focuses on tactical activities and often has a more directive and controlling approachII.
Strategically focusedIII. Manages the activities of others
ICD-10-PCS codes - ANSWER -Procedure codes are reported by the facility using which
code set?
The service is not medically necessary - ANSWER -Which option is a common reason for
denials?
I, III, and IV - ANSWER -Which of the following are reasons a claim may be denied?I. An
incorrect place of serviceII. Multiple modifiers were used on a procedure codeIII. An incorrect
NPIIV. Truncated diagnosis codesV. More than one CPT® code on the claim
