2. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-1 Managing Correspondences and Mail PowerPoint® presentation to accompany: Medical Assisting Third Edition Booth, Whicker, Wyman, Pugh, Thompson

3. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-2 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. Learning Outcomes

4. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-3 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. Learning Outcomes (cont.)

5. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-4 Introduction  Written materials demonstrate ability to Communicate Conduct business  Professional image is conveyed in written correspondence  Written documents = legal records 

6. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-5 Correspondence and Professionalism Learning to  Create  Receive Send correspondence properly ensures positive, effective communication between your office and others. 

7. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-6 Letterhead paperEnvelopes LabelsInvoices Statements Choosing Correspondence Supplies Supplies

8. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-7 Choosing Correspondence Supplies (cont.)  Letterhead Formal business stationary Doctor’s or office’s name, address, phone number printed at the top Correspondence with  Patients  Colleagues  Venders Medical Practice, Inc. 111 One Dr. Any, St. 11111 111-111-1111

9. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-8  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 Choosing Correspondence Supplies (cont.) Medical Practice, Inc. 111 One Dr. Any, St. 11111 111-111-1111

10. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-9  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 Choosing Correspondence Supplies (cont.)

11. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-10  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 Choosing Correspondence Supplies (cont.)

12. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-11 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. Apply Your Knowledge

13. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-12 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

14. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-13 Parts of a Business Letter  Margin - 1 inch is standard  Dateline Month, day, and year Begins 3 lines below letterhead on line 15  Inside address Includes information needed for correct delivery

15. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-14 Parts of a Business Letter (cont.)  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 Two lines below inside address

16. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-15 Parts of a Business Letter (cont.)  Subject line Used to bring attention to subject (optional) Two lines below salutation  Body Begins two lines below salutation or subject line Text is single-spaced and double-spaced between paragraphs

17. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-16 Parts of a Business Letter (cont.)  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

18. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-17 Parts of a Business Letter (cont.)  Identification line Letter writer’s initials followed by a colon or slash mark and the typist’s initials (KB/SF) Two lines below the signature block  Notations May be abbreviated as Encl, Enc, or Encs Copy notation (cc) appears after the enclosure notation Includes information such as number of enclosures and letter recipients

19. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-18 Punctuation Styles OpenMixed Written Correspondence (cont.)

20. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-19 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

21. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-20  Mixed Punctuation includes the following: A colon after Attention in the attention line A colon after the salutation A comma after the complimentary closing A colon or period after the enclosure notation A colon after the copy notation Punctuation Styles (cont.)

22. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-21 Letter Format  One-inch margins on the left and right for 8 ½-inch 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

23. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-22 Letter Format (cont.)  Have at least two sentences per paragraph  Divide paragraphs longer than 10 lines into two paragraphs  For multi-page letters, use letterhead for first page only

24. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-23 Letter StyleDescription Full-Block  Lines are typed flush left  No indented paragraphs  Most commonly used in medical office Modified- Block  Dateline, complimentary closing, signature block and notations are aligned at the center of page or to the right  Traditional, balanced appearance Written Correspondence (cont.)

25. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-24 Written Correspondence (cont.) Letter StyleDescription Modified-Block with Indented Paragraphs  Paragraphs are indented ½ inch Simplified  Modification of full-block style  Most modern letter style  No salutation, courtesy title, or closing  Has a subject line in all capital letters  Too informal for medical office

26. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-25 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? A. To Whom It May Concern B. Attention: To Whom It May Concern C. Dear Sir/Madam D. Dear Radiology Department Apply Your Knowledge ANSWER:

27. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-26 Effective Writing  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

28. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-27 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)

29. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-28 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. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-29 Editing  Check for Factual accuracy Logical flow Conciseness Clarity Tone Proofreading  Check for errors Grammatical Spelling Format  Have another person proofread if possible Editing and Proofreading NEVER skip editing and proofreading steps!

31. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-30 Tools for Editing And Proofreading Dictionary Medical dictionary Physician’s Desk Reference (PDR) English grammar and usage manual Word processing spell checker Editing and Proofreading (cont.)

32. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-31 Editing  Editing ensures that documents are Accurate Clear Complete Free of grammatical errors Logically organized Written in appropriate style

33. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-32 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. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-33 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. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-34 Proofreading  Proofread and put aside  Have coworker proofread document  Three types of errors Formatting Data Mechanical

36. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-35 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. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-36 Proofreading (cont.)  Mechanical errors Spelling, punctuation, spacing between words, division of works Avoid by  Learning basic spelling, punctuation, and word division rules  Checking for transposed characters or words  Avoiding dividing words at the end of a line

38. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-37 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? A.Dear _____, The attendance policy of this office requires that…. B.Dear _____, You have violated the attendance policy of this …. C.Dear _____, Are you aware that you have missed “X” days…. Apply Your Knowledge 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. Nice Work!

39. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-38 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 addressing envelopes  Address placement  Address format

40. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-39 Preparing Outgoing Mail (cont.)  Folding and inserting the mail Type of envelope determines the way 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. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-40 Apply Your Knowledge ANSWER: When preparing envelopes for mailing office correspondence, you should use USPS guidelines. How should you prepare envelopes for mailing office correspondence?  Stamp of Approval!

42. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-41 Mailing Equipment and Supplies  Letterhead, blank stationery, envelopes  Available from USPS, private delivery companies, and office supply stores Forms Labels Packaging supplies

43. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-42 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. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-43 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. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-44 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. Good Answer!

46. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-45 USPS – Regular Mail Service  First-class mail  Must weigh no more than 11 oz.  Cost is based on weight  Mail is forwarded at no extra cost  Fourth-class mail  Also called parcel post and is used for items weighing between 1 lb. and 70 lb.  Rates are based on weight and distance

47. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-46 USPS – Regular Mail Service (cont.)  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

48. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-47 USPS – Special Postal Services  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

49. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-48 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

50. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-49 USPS – Special Postal Services (cont.)  International mail USPS offers surface and airmail services to most foreign countries International mail classes are similar to domestic mail classes  Tracing mail Service used if a piece of certified or registered mail does not reach its destination on time The original receipt must be presented to locate the item

51. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-50 Delivery ServiceDescription United Parcel Service (UPS)  Provides overnight letter and express services  Packages insured Express Delivery Services  Federal Express  DHL Messengers or Carriers  Local area same-day delivery Other Delivery Services

52. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-51 Confidential laboratory results Signed and dated contract materials Patient invoice and billing statements Which type of mail would you use to send each of the following: C or D A Apply Your Knowledge A. First Class Mail B. Priority Mail C. Certified Mail D. Registered Mail ANSWER : C or D Right! 111 One Drive Any, ST 11111

53. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-52  Sort  Open  Record  Annotate  Distribute   Processing Incoming Mail

54. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-53 Processing Incoming Mail (cont.)  Sorting and Opening Mail is often sorted according to its priority  Urgent, registered mail, etc.  Personal or confidential mail  First class, airmail, and Priority Mail  Packages  Advertisements and catalogues Do not sort mail in a cluttered area

55. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-54 Processing Incoming Mail (cont.)  Recording – daily mail log Mail received Follow-up correspondence  Annotating Outline key points Write reminders, comments, or suggestions  Distributing Deliver items to mail recipients

56. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-55 Processing Incoming Mail (cont.) Handling Drug and Product Samples DO Place only nonprescription products in patient areas according to office policy Sort and store other prescription items in locked cabinet Destroy out-dated samples DO NOT Give patients sample without the physician approval Fail to document in patient record when samples are given per the physician request Discard medication samples in trash cans

57. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-56 What are the steps for processing incoming mail? Apply Your Knowledge ANSWER: The steps for processing incoming mail are Sorting Opening Recording Annotating Distributing CORRECT!

58. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-57 In Summary  Proper and efficient management of correspondence and mail is essential to promoting a positive, professional office image.  It is important to choose appropriate supplies and letter styles, as well as to edit and proofread correspondence.  Be familiar with types of mail and delivery services to choose the most appropriate service for mailing needs.  Handle incoming mail responsibly.

59. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 7-58 If a fellow wants to be a nobody in the business world, let him neglect sending the mailman to somebody on his behalf. —Abraham Lincoln