1. Processing Mail and Telecommunications
Chapter 12
Processing Mail and Telecommunications

2. Objectives
Review the learning and performance objectives for this chapter
By the end of this chapter, demonstrate the procedures in the textbook and the job skills in the workbook

3. Heart of the Health Care Professional
Service
Processing the mail must be done efficiently in order to meet patients’ needs.

4. United States Postal Service (USPS)
Increasing Online Services
Zone Improvement Plan (ZIP+4)
Optical Character Recognition (OCR)
Bar Code Sorter (BCS)

5. Supplies and Equipment
Postal scale
Determines the weight of mail
Postage meter
Print prepaid postage onto envelopes
Operate a postage meter
Procedure 12-1

6. Supplies and Equipment
Stamp services
Stamps by mail
Stamps by telephone
On-line postage
Off-line hardware postage
On-line software postage

7. Handling Incoming Mail
Mail security
Suspicious mail characteristics
USPS guidelines
Opening the mail
Personal or confidential mail
Patient-related mail

8. Handling Incoming Mail
Annotating mail
Highlight important words/phrases
Who, What, Why, When, Where
Handling mail when physician is away
Open, sort, and annotate mail
Procedure 12-2

9. Handling Outgoing Mail
Mail classifications
First Class
Priority Mail
Periodicals (Second Class)
Media Mail (Third Class)

10. Handling Outgoing Mail
Mail classifications
Parcel Post (Fourth Class)
Bound Printed Matter (Special Fourth Class)
Mixed Class

11. Handling Outgoing Mail
Mail classifications
Express
International
Prepare Outgoing
Procedure 12-3

12. Handling Outgoing Mail
Special Services
Registered mail
Certificate of mailing
Certified mail
Delivery confirmation
Return Receipt

13. Handling Outgoing Mail
Special Services
Complete USPS forms to send a letter by certified mail
Procedure 12-4
Restricted delivery
Receipt by specific person

14. Handling Outgoing Mail
Other delivery services
United Parcel Service (UPS)
Federal Express (Fed Ex)
DHL WorldWide Express

15. Addressing Envelopes for Computerized Mail
Optical Character Recognition (OCR)
Scan and process mail
36000 pieces per hour
Prints barcode
Example 12-1

16. Addressing Envelopes for Computerized Mail
Envelope guidelines
USPS guidelines for OCR processing
Example 12-2
Figure 12-6
Two delivery addresses
Example 12-3

17. Addressing Envelopes for Computerized Mail
Envelope guidelines
Service endorsements and notations
Instructions to USPS
Address service requested
Return service requested
Change service requested
Forward service requested

18. Addressing Envelopes for Computerized Mail
Envelope guidelines
Window envelopes
Entire address should be visible
Address a business envelope using USPS Regulations
Procedure 12-5
Tables 12-2 and 12-3

19. Addressing Envelopes for Computerized Mail

20. Managing Office Mail Mail log Record of daily mail activity
Tracking purposes
Figure 12-8

21. Electronic Mail E-mail Improves patient satisfaction
Increases accessibility to information
Enables patient involvement
Creates documentation
Improves time management
Enrich provider-patient relationship

22. Electronic Mail E-mail usage Reduces phone calls Eliminates phone tag
Speeds service to patient
Provides remote access

23. Electronic Mail E-mail usage Prescription refills Test result reports
Transfer of patient records
Be aware of confidentiality compliance
Figure 12-9

24. Electronic Mail E-mail usage Insurance processing
Appointment scheduling
Health news and information
In-office communication

25. Electronic Mail E-mail usage Subscription services
AOL, Yahoo, etc.
Local services
Transmission and receiving
Virus awareness

26. Electronic Mail E-mail etiquette Company e-mail is company property
Assume messages are forever
Avoid expressing emotions
Avoid offensive terms

27. Electronic Mail E-mail format Use memorandum format
Figure 12-10
Brief, specific subject line
Salutation
Complimentary close
Signature lines

28. Electronic Mail E-mail format Correct grammar and word usage
Standard capitalization
Proper punctuation
Do not type in all capital letters
Referred to as “shouting”
Do not use emoticons 

29. Electronic Mail E-mail format Answering e-mail Forwarding e-mail
Use “Reply All” carefully
Forwarding
Never forward chain letters
Protect against viruses
Limit attachments

30. Electronic Mail Basic guidelines for using e-mail
Follow office policies
Use encryption and passwords
Have patients sign informed consent
Check messages regularly

31. Electronic Mail Basic guidelines for using e-mail
policies and security
Protect patient confidentiality
Provide quality health care
Ensure physician liability
Use secure messaging service
HIPAA privacy and security rules apply

32. Electronic Mail Basic guidelines for using e-mail Managing e-mail
Act on messages immediately
Organize into folders
Set up distribution lists
Compose an message
Procedure 12-6

33. Facsimile (Fax) Communication
Fax etiquette
Cover sheet
Mandatory to ensure protection
Figure 12-12
Fax machine features
Fax operating guidelines

34. Facsimile (Fax) Communication
Faxing confidential records
Fax if time is essential
Use authorization form
Verify telephone and fax numbers
Monitor incoming faxes

35. Facsimile (Fax) Communication
Faxing confidential records
Legal document requirements
Transmit entire document
Obtain confirmation of receipt
Prepare a fax cover sheet and send
Procedure 12-7

36. Stop and Think Practice mail security Review the scenario
How would you proceed?
List several things that you might do to verify the safety of the mail

37. Stop and Think Classify outgoing mail Review the scenario
Refer to the guidelines for mail classifications
Determine the mail classification

38. Stop and Think Select the best communication method
Review the scenario
Determine the best communication form for all of the scenarios