7. Managing Correspondence and Mail. 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.
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Managing Correspondence and Mail
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.
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.
Create Receive Send
correspondence properly ensures positive, effective communication between your office and others.
Medical Practice, Inc.
111 One Dr.
Any, St. 11111
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.
Letter writer’s initials and the typist’s initials (KB/SF or KB:SF)
Two lines below the signature block
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 lineParts of a Business Letter (cont.)
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 averageLetter Format
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?
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.
Tools for Editing and Proofreading
Physician’s Desk Reference (PDR)
English grammar and
Word processing spell checker
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?
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.
How should you prepare envelopes for mailing office correspondence?
ANSWER: When preparing envelopes for mailing office correspondence, you should use USPS guidelines.
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
The quickest service
Delivery service available every day
Rates vary with weight
Items automatically insured against loss or damage
Special flat rate also availableUSPS – Regular Mail Service (cont.)
USPS offers surface and airmail services to most foreign countries
International mail classes are similar to domestic mail classes
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 itemUSPS – Special Postal Services (cont.)
Confidential laboratory results
Signed and dated contract materials
Patient invoice and billing statements
111 One Drive
Any, ST 11111
Which type of mail would you use to send each of the following:
C or D
C or D
A. First class mail
B. Priority Mail
C. Certified mail
D. Registered mail
Handling Drug and Product Samples
What are the steps for processing incoming mail?
Letters of referrals
Reports to insurance companies
Instructions for exams and lab reportsIn Summary
7.1 Choose the right supplies for professional looking office correspondence.
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.
If a fellow wants to be a nobody in the business world, let him neglect sending the mailman to somebody on his behalf.