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Chapter 12

Chapter 12. Processing Mail and Telecommunications. 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. Heart of the Health Care Professional. Service

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Chapter 12

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  1. 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 theHealth 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 • www.usps.gov • 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 e-mail • 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 • Use “Reply All” carefully • Forwarding e-mail • 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 • 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 e-mail 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

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