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 theHealth Care Professional • Service • Processing the mail must be done efficiently in order to meet patients’ needs.

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

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

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

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

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

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

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

Handling Outgoing Mail • Mail classifications • Express • International • Prepare Outgoing • Procedure 12-3

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

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

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

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

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

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

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

Addressing Envelopes for Computerized Mail

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

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

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

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

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

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

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

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

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 

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

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

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

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

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

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

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

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

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

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

Chapter 12

Chapter 12

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