Managing Correspondence and Mail

1. 7 Managing Correspondence and Mail

2. Learning Outcomes 7.1 List the supplies necessary for creating and mailing professional-looking correspondence. 7.2 Identify the types of correspondence used in medical office communications. 7.3 Describe the parts of a letter and the different letter and punctuation styles. 7.4 Compose a business letter.

3. Learning Outcomes (cont.) 7.5 Explain the tasks involved in editing and proofreading. 7.6 Describe the process of handling incoming and outgoing mail. 7.7 Compare and contrast the services provided by the U.S. Postal Service and other delivery services.

4. Introduction  • Written materials demonstrate ability to • Communicate • Conduct business • Professional image is conveyed in written correspondence • Written documents = legal records

5. Correspondence and Professionalism Learning to Create  Receive Send correspondence properly ensures positive, effective communication between your office and others. 

6. Letterhead paper Envelopes Labels Invoices Statements Choosing Correspondence Supplies Supplies

7. Letterhead Formal business stationary Doctor’s or office’s name, address, phone number printed at the top Correspondence with Patients Colleagues Vendors Choosing Correspondence Supplies(cont.) Medical Practice, Inc. 111 One Dr. Any, St. 11111 111-111-1111

8. Choosing Correspondence Supplies (cont.) • Letterhead • Cotton fiber bond • More expensive than other types of paper (sulfite bond) • Watermark • Sizes • Standard or letter size – 8½ x 11 inches • Legal size – 8½ x 14 inches Medical Practice, Inc. 111 One Dr. Any, St. 11111 111-111-1111 Watermark

9. Choosing Correspondence Supplies (cont.) • Envelopes • Should match letterhead • Types of envelopes • Correspondence or business – No. 10 • Invoices or statements – No. 6 to No. 10 • Payment-return envelopes • Tan Kraft or clasp envelopes – large, bulky documents • Padded envelopes – send items that may be damaged during mail handling • Data mailers

10. Choosing Correspondence Supplies (cont.) • Labels • Printed, computerized address labels can save a large amount of time • Invoices and statements • Preprinted invoices • Preprinted statements • Computer-generated invoices and statements • Superbills • Data mailers

11. Apply Your Knowledge What three things do written materials of a medical office convey or demonstrate? ANSWER: Written materials convey the ability of the medical office staff to communicate and to conduct business, as well as demonstrate a professional image that reflects on the entire office staff. Right!

12. Written Correspondence • Form of communication • Purpose - to explain, clarify, or provide information • Types • Referrals • Scheduling • Patient reports • Patient education • Insurance/billing information • Cover or form letters

13. Letterhead Dateline Month, day, and year Begins 3 lines below letterhead on line 15 Inside address Includes information needed for correct delivery Two to four spaces below dateline Parts of a Business Letter

14. Attention line Used when letter is sent to specific person in a company Salutation Written greeting such as “Dear” May use business title or department if name is not known Second line below inside address Parts of a Business Letter (cont.)

15. Subject line Used to bring attention to subject (optional) Second line below salutation Body Begins two lines below salutation or subject line Single-spaced within a paragraph Double-spaced between paragraphs Parts of a Business Letter (cont.)

16. Complimentary closing Placed two lines below body “Sincerely” is commonly used Signature block Places writer’s name on first line and business title on second line Three to four lines below complimentary closing Parts of a Business Letter (cont.)

17. Identification line Letter writer’s initials and the typist’s initials (KB/SF or KB:SF) Two lines below the signature block Notations May be abbreviated as Encl, Enc, or Encs Copy notation (c:) appears after the enclosure notation Number of enclosures and copy recipients One to two lines below signature block or identification line Parts of a Business Letter (cont.)

18. Written Correspondence (cont.) Punctuation Styles Open Mixed

19. Punctuation Styles • Open punctuation uses no punctuation after these items in a letter • The word Attention in the attention line • The salutation • The complimentary closing • The signature block • The enclosure and copy notations

20. Punctuation Styles (cont.) • Mixed Punctuationincludes the following: • Colon after Attention in the attention line • Colon after the salutation • Comma after the complimentary closing • Colon or period after the enclosure notation • Colon after the copy notation : , :

21. Margins: One inch on the left and right for 8 ½-inch wide paper Letter should be centered on the page Single-space body of letter and double-space between paragraphs Short sentences with no more than 20 words on an average Letter Format

22. Letter Format (cont.) • Have at least two or three sentences per paragraph • Divide paragraphs longer than 10 lines into shorter paragraphs • For multipage letters, use letterhead for first page only

23. Written Correspondence(cont.)

24. Written Correspondence(cont.)

25. Apply Your Knowledge ANSWER: What should the medical assistant do if a mailing is to be sent to an organization to request x-ray films, but no specific name or title is given to address it to? Which of the following would you use? • To Whom It May Concern • Attention: To Whom It May Concern • Dear Sir/Madam • Dear Radiology Department Correct!

26. Identify your reading audience Tone of letter (formal or relaxed) Know the purpose of the letter Be clear and concise Don’t use unnecessary words Message should be easily understood Use active voice when possible Passive voice is best when relaying negative news Effective Writing

27. Effective Writing (cont.) • Be polite and courteous • Check • Spelling • Accuracy of dates and monetary figures • Grammar • Avoid leaving “widows and orphans” (dangling words and phrases)

28. Word processing software has templates Facilitate informal written communication within an office Interoffice Memorandum (Memo)

29. Apply Your Knowledge All professional correspondence must be written in a way that conveys information clearly. What do you need to know when preparing to write any form of office communication? ANSWER: You must know who you are writing to, i.e., a physician, patient, vendor, or fellow staff member. Good Job!

30. Editing Check for Factual accuracy Logical flow Conciseness Clarity Tone Proofreading Check for errors Grammatical Spelling Formatting Have another person proofread if possible Editing and Proofreading NEVER skip editing and proofreading steps!

31. Editing and Proofreading(cont.) Tools for Editing and Proofreading Thesaurus Physician’s Desk Reference (PDR) English grammar and usage manual Dictionary Medical dictionary Word processing spell checker

32. Editing • Editing ensures that documents are • Accurate • Clear • Complete • Free of grammatical errors • Logically organized • Written in appropriate style

33. Editing (cont.) • Language usage • Learn basic grammar rules • Ask: “Is this the best way to convey what I want to say?” • Style • Appropriate to reader

34. Editing (cont.) • Content - logical flow of thought • State purpose • Discuss one topic at a time • Change paragraphs when changing topics • List events in chronological order • Stick to subject • Select words carefully • Proofread what you write

35. Proofreading • Proofread and put aside • Have coworker proofread document • Three types of errors • Formatting • Data • Mechanical

36. Proofreading (cont.) • Formatting errors • Positioning parts of a letter • Indenting, line length, line spacing • Avoid by following office style • Data errors • Mistyping monetary figures • Avoid by double-checking figures or having someone else check them $$$

37. Proofreading (cont.) • Mechanical errors • Spelling, punctuation, spacing between words, division of words • Be sure word processing spell checker has medical terminology • Avoid mechanical errors • Learn basic spelling, punctuation, and word division rules • Check for transposed characters or words • Avoid dividing words at the end of a line

38. Apply Your Knowledge Nice Work! A letter must be sent to current employees that have exceeded their number of absences according to office policy. Which of the following would be most appropriate? • Dear _____, The attendance policy of this office requires that…. • Dear _____, You have violated the attendance policy of this …. • Dear _____, Are you aware that you have missed “X” days…. ANSWER: This correspondence must communicate the facts in a soft manner while getting the point across. The first response begins with identifying the “fact” or policy, followed by the individual’s performance, and is less subjective or punitive.

39. Preparing Outgoing Mail • Signing letters • If you sign for the doctor, place your initials after the doctor’s signature • Preparing the envelope • Use USPS guidelines for addressingenvelopes • Address placement • Address format

40. Preparing Outgoing Mail (cont.) • Folding and inserting the mail • Type of envelope determines theway a letter should be folded • Small envelope – fold letter in half • Business-size envelope – fold in thirds (fold bottom up then top down) • Window envelope – accordion fold so address appears in the window • Be sure letters are signed and all enclosures are included • Be sure address on letter matches envelope

41. Apply Your Knowledge How should you prepare envelopes for mailing office correspondence? ANSWER: When preparing envelopes for mailing office correspondence, you should use USPS guidelines. • Stamp of Approval!

42. Mailing Equipment and Supplies • Letterhead, blank stationery, envelopes • Available from USPS, private delivery companies, and office supply stores • Forms • Labels • Packaging supplies

43. Mailing Equipment and Supplies(cont.) • Airmail supplies • Letters and packages must be labeled “AIRMAIL” on all sides • Available for mail to foreign countries • Envelopes for overnight delivery services • USPS and other companies require the use of their own mailing materials for next-day delivery

44. Mailing Equipment and Supplies(cont.) • Postal rates, scales, and meters • Rates and regulations change periodically, so keep current rates on-hand at the medical office

45. Good Answer! Apply Your Knowledge In addition to letterhead, blank stationary, and envelopes, what other mailing supplies might be needed for a medical office? ANSWER: A medical office may need forms, labels, and packaging supplies for items needing special attention.

46. First-class mail Must weigh no more than 11 oz. Cost is based on weight Mail is forwarded at no extra cost Media mail (Third-Class Mail) Book rate mail Books, catalogues Weight of less than 16 ounces Authorized mailers USPS – Regular Mail Service

47. Parcel Post (Fourth-Class Mail) Used for items weighing between 1 lb. and 70 lb. Rates are based on weight and distance Bound Printed Material (Special Fourth-class mail) Used for promotional advertising and directories No personal correspondence Bulk rates USPS – Regular Mail Service (cont.)

48. Priority Mail Useful for heavier items requiring faster delivery USPS offers a flat rate for any items that can fit into the priority envelope USPS guarantees delivery within 2–3 days Express Mail The quickest service Delivery service available every day Rates vary with weight Items automatically insured against loss or damage Special flat rate also available USPS – Regular Mail Service (cont.)

49. USPS – Special Postal Services • Online postage • Special delivery • Deliveries made before regular mail delivery • Limited hours and distance limits availability • Certified mail • Offers a guarantee that the item has been received • Requires signature of recipient

50. USPS – Special Postal Services (cont.) • Return receipt requested • Offers proof of who received the item and when they received it • Registered mail • Used to send valuable, important items • Evidence provided of mailing and delivery to sender • First-class and priority mail can be registered • Delivery confirmation