1. Managing Correspondence and Mail7
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
Learning Outcome:
7.2 Identify the types of correspondence used in medical office communications.

5. Correspondence and Professionalism
Learning to
 Create  Receive Send
correspondence properly ensures positive, effective communication between your office and others. 
Learning Outcome:
7.2 Identify the types of correspondence used in medical office communications.
Well-written, neatly prepared correspondence is one of the most important means of communicating a professional image for the medical office.

6. Choosing Correspondence Supplies
Letterhead paper
Envelopes
Supplies
Learning Outcome:
7.1 List the supplies necessary for creating and mailing professional-looking correspondence.
Labels
Invoices
Statements

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
Vendors
Medical Practice, Inc.
111 One Dr.
Any, St
Learning Outcome:
7.1 List the supplies necessary for creating and mailing professional-looking correspondence.
Letterhead: Formal business stationery on which the doctor’s (or office’s) name and address are printed.

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
Watermark
Learning Outcome:
7.1 List the supplies necessary for creating and mailing professional-looking correspondence.
Sulfite bond: Used for portfolios, folders, and other items that need a durable paper that is beautiful in appearance.

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
Learning Outcome:
7.1 List the supplies necessary for creating and mailing professional-looking correspondence.

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
Learning Outcome:
7.1 List the supplies necessary for creating and mailing professional-looking correspondence.
Labels: Used for mass mailings, such as a notice of change in office hours to a large number of patients.

11. Apply Your Knowledge Right!
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
Learning Outcome:
7.2 Identify the types of correspondence used in medical office communications.
Commonly used paragraphs and letters
Save in computer for quick and easy repeated access
Cut or copy and paste into new documents

13. Parts of a Business Letter
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
Learning Outcome:
7.3 Describe the parts of a letter and the different letter and punctuation styles.
Courtesy titles for physicians: Do not use both “Dr.” and “MD”
Dr. John Smith
John Smith, MD

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
Second line below inside address
Learning Outcome:
7.3 Describe the parts of a letter and the different letter and punctuation styles.

15. Parts of a Business Letter (cont.)
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
Learning Outcome:
7.3 Describe the parts of a letter and the different letter and punctuation styles.
Subject line:
Not required
If used, limit to two to three words
Use all capital letters
Some companies use “RE:” instead of “SUBJECT”
Lists in body of letter:
Set list apart from the rest of the text by leaving an extra line of space above and below it
Indent five to ten spaces from each margin
Single-space within items
Leave an extra line between items

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
Learning Outcome:
7.3 Describe the parts of a letter and the different letter and punctuation styles.
Complimentary closing: Capitalize first word only

17. Parts of a Business Letter (cont.)
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
Learning Outcome:
7.3 Describe the parts of a letter and the different letter and punctuation styles.

18. Written Correspondence (cont.)
Punctuation Styles
Learning Outcome:
7.3 Describe the parts of a letter and the different letter and 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
Learning Outcome:
7.3 Describe the parts of a letter and the different letter and punctuation styles.

20. Punctuation Styles (cont.)
Mixed Punctuation includes 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 : ,
Learning Outcome:
7.3 Describe the parts of a letter and the different letter and punctuation styles. :

21. Letter Format
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
Learning Outcome:
7.3 Describe the parts of a letter and the different letter and punctuation styles.

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
Learning Outcome:
7.3 Describe the parts of a letter and the different letter and punctuation styles.
Second and subsequent sheets of multipage letters:
Leave 1-inch margin at top
Include heading with addressee name, date, and page number
Resume the letter text two or three lines below header

23. Written Correspondence (cont.)
Letter Style
Description
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 the page or to the right
Traditional, balanced appearance
Learning Outcome:
7.3 Describe the parts of a letter and the different letter and punctuation styles.

24. Written Correspondence (cont.)
Letter Style
Description
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
Learning Outcome:
7.3 Describe the parts of a letter and the different letter and punctuation styles.

25. Apply Your Knowledge Correct!
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
ANSWER:
Correct!

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
Learning Outcome:
7.4 Compose a business letter.

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)
Learning Outcome:
7.4 Compose a business letter.
Do not start a paragraph at the bottom of a page if the sentence must be continued on the next page.

28. Interoffice Memorandum (Memo)
Word processing software has templates
Facilitate informal written communication within an office
Learning Outcome:
7.4 Compose a business letter.

29. Apply Your Knowledge Good Job!
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 and Proofreading
Check for
Factual accuracy
Logical flow
Conciseness
Clarity
Tone
Proofreading
Check for errors
Grammatical
Spelling
Formatting
Have another person proofread if possible
Learning Outcome:
7.5 Explain the tasks involved in 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
Learning Outcome:
7.5 Explain the tasks involved in editing and proofreading.
Up-to-date references:
Dictionaries and medical dictionaries should be updated periodically
PDR is published yearly
Spell checkers:
Pick up many spelling errors
Often provide suggestions for correct spelling
Do not detect all spelling errors – do not use as only method of error detection
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
Learning Outcome:
7.5 Explain the tasks involved in editing and proofreading.

33. Editing (cont.) Language usage Style Learn basic grammar rules
Ask: “Is this the best way to convey what I want to say?”
Style
Appropriate to reader
Learning Outcome:
7.5 Explain the tasks involved in editing and proofreading.

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
Learning Outcome:
7.5 Explain the tasks involved in editing and proofreading.
Editing for style:
Writing style should be appropriate to reader
Style of letter to patient will be different from style of letter to physician

35. Proofreading Proofread and put aside Have coworker proofread document
Three types of errors
Formatting
Data
Mechanical
Learning Outcome:
7.5 Explain the tasks involved in editing and proofreading.

36. Proofreading (cont.) $$$ Formatting errors Data errors
Positioning parts of a letter
Indenting, line length, line spacing
Avoid by following office style
Data errors
Mistyping monetary figures
Avoid by double-checking figures or having someone else check them
$$$
Learning Outcome:
7.5 Explain the tasks involved in editing and proofreading.

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
Learning Outcome:
7.5 Explain the tasks involved in editing and proofreading.

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 addressing envelopes
Address placement
Address format
Learning Outcome:
7.6 Describe the process of handling incoming and outgoing mail.
Two delivery addresses:
If mail has both a post office box and a street address, the mail is delivered to the address that appears directly above the city-state-zip
If the two addresses have different zip codes, the zip must be the one of the actual delivery point

40. 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
Learning Outcome:
7.6 Describe the process of handling incoming and outgoing mail.

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
Learning Outcomes:
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.

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
Learning Outcomes:
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.

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
Learning Outcomes:
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.
Latest postal rates and regulations are available from the USPS.

45. 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. 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
Media mail (Third-Class Mail)
Book rate mail
Books, catalogues
Weight of less than 16 ounces
Authorized mailers
Learning Outcome:
7.7 Compare and contrast the services provided by the U.S. Postal Service and other delivery services.
First-class mail: Standard postage rate is for items 1 ounce or less, not larger than 6 1/8 inches high, 11 ½ inches wide, and 1/4 inch thick.
Second-class mail: Delivery of newspapers and periodicals only; usually not used in medical offices.

47. USPS – Regular Mail Service (cont.)
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
Learning Outcome:
7.7 Compare and contrast the services provided by the U.S. Postal Service and other delivery services.

48. 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
Learning Outcome:
7.7 Compare and contrast the services provided by the U.S. Postal Service and other delivery services.
Express mail: Options for overnight and second-day delivery.

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
Learning Outcome:
7.7 Compare and contrast the services provided by the U.S. Postal Service and other delivery services.
Online postage
Purchase postage online using software approved by USPS; example: Pitney Bowes “ShipStream™”
USPS.com also sells postage and shipping and mailing supplies online
Certified mail
When signature card is returned, place it in patient’s file
Card is legal document that proves document was not only mailed, but also received

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
Learning Outcome:
7.7 Compare and contrast the services provided by the U.S. Postal Service and other delivery services.
Return receipt requested
Available for small additional fee
When receipt is received, place it in patient’s file
Receipt is legal document that proves document was not only mailed, but also received
Delivery confirmation
Available for additional fee
Item is assigned a tracking number

51. 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
Learning Outcome:
7.7 Compare and contrast the services provided by the U.S. Postal Service and other delivery services.

52. Other Delivery Services
Description
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
Learning Outcome:
7.7 Compare and contrast the services provided by the U.S. Postal Service and other delivery services.

53. Apply Your Knowledge
Which type of mail would you use to send each of the following:
ANSWER:
Confidential laboratory results
C or D
Signed and dated contract materials
C or D
Patient invoice and billing statements A
A. First class mail
B. Priority Mail
C. Certified mail
D. Registered mail
111 One Drive
Any, ST 11111
Right!

54. Processing Incoming Mail
Processing Incoming Mail 
Distribute 
Steps
Annotate 
Record 
Open 
Learning Outcome:
7.6 Describe the process of handling incoming and outgoing mail.
Sort 

55. Processing Incoming Mail (cont.)
Sort and Open
Mail is often sorted according to its priority
Urgent, registered mail, etc.
Personal or confidential mail
First class, airmail, and Priority Mail
Packages
Magazines and newspapers
Advertisements and catalogues
Do not open personal mail without permission
Learning Outcome:
7.6 Describe the process of handling incoming and outgoing mail.

56. Processing Incoming Mail (cont.)
Record – daily mail log
Mail received
Follow-up correspondence
Annotate
Outline key points
Write reminders, comments, or suggestions
Distribute
Deliver items to mail recipients
Learning Outcome:
7.6 Describe the process of handling incoming and outgoing mail.
Daily mail log
Helps in tracing individual items
Helps keep track of correspondence
Annotating: Underlining or highlighting key points or writing reminders, comments, and suggestions in the margins or on self-adhesive notes

57. 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 outdated samples properly
DO NOT
Give patients samples without the physician approval
Fail to document in patient record when samples are given per the physician' request
Discard medication samples in trash cans or flush down sink or toilet
Learning Outcome:
7.6 Describe the process of handling incoming and outgoing mail.

58. Apply Your Knowledge CORRECT!
What are the steps for processing incoming mail?
ANSWER: The steps for processing incoming mail are
Sorting
Opening
Recording
Annotating
Distributing
CORRECT!

59. In Summary
7.1 Choose the right supplies for professional looking office correspondence.
Letterhead
Envelopes, labels
Invoices
7.2 Medical assistants may be responsible for preparing
Routine correspondence
Letters of referrals
Scheduling letters
Reports to insurance companies
Instructions for exams and lab reports

60. In Summary (cont.) 7.3 Business letters Parts Letter styles
Dateline
Subject line
Attention line
Body of letter
Complimentary closing
Signature block
Identification line
Notations
Letter styles
Full-block
Modified-block
Modified block with indented paragraphs
Simplified
Punctuation styles
Open
Mixed

61. In Summary (cont.)
7.4 Medical assistants should proofread and edit correspondence they create.
7.5 Keep reference tools available when editing and proofreading.
7.6 The processing incoming and outgoing mail includes properly sorting, opening, recording, annotating, and distributing the mail.
7.7 The United States Postal Service offers a variety of services for letters and packages and can now compete with other mail and package delivery services.

62. End of Chapter 7
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