Chapter 45 Mail Copyright 2016 by Elsevier Inc

CAAHEP requirements – for accreditation: • CAAHEP – Cognitive (2015) • V. 7 – Recognize elements of fundamental writing skills • CAAHEP – Psychomotor (2015) • V. 8 – Compose professional correspondence utilizing electronic technology Copyright 2016 by Elsevier Inc. All rights reserved. 2

Introduction to Mail and Shipping • Medical assistant (MA) processes incoming and outgoing mail daily • Most outgoing mail is sent via the U. S. Postal System Copyright 2016 by Elsevier Inc. All rights reserved. 3

U. S. Postal System • Independent agency with an official monopoly on delivery of mail • Financed primarily through sale of postage • Cost of postage depends mainly on speed of delivery and type of handling Copyright 2016 by Elsevier Inc. All rights reserved. 4

Zip Code and Bar Code Systems • ZIP code system introduced in 1963 • Facilitates use of automated equipment • Mandatory for bulk mailing • Expanded to ZIP + 4 in 1983 • Extra 4 digits identify a specific geographic segment within the 5 -digit delivery area • Required for presorted and bulk mailing Copyright 2016 by Elsevier Inc. All rights reserved. 5

Zip Code and Bar Code Systems (Cont. ) • USPS website facilitates looking up ZIP codes • A postal bar code (based on the ZIP code) is printed on the envelope • Must be added by sender for bulk mailing, often just below address • Often added by post office to ordinary letters • Post office places in barcode clear zone (blank rectangular area at the lower right of envelope) Copyright 2016 by Elsevier Inc. All rights reserved. 6

Priority Mail Express • Overnight delivery even on weekends • Used for letters and

First-Class Mail • Used for letters up to 13 ounces • Overnight service to local areas and second-day service nationwide • Used for letters, patient statements, and paper insurance claim forms • May be combined with insurance and delivery confirmation services Copyright 2016 by Elsevier Inc. All rights reserved. 8

Priority Mail • Used for mail weighing more than 13 ounces that requires delivery within 2 -3 days • Set rate up to 1 lb • More than 1 lb postage depends on weight and address • May be combined with insurance and delivery confirmation services Copyright 2016 by Elsevier Inc. All rights reserved. 9

Standard Post • Less than urgent delivery and oversized packages • 2 to 8

Media Mail • Packages containing printed or digital education material • May not contain

Insurance and Delivery Confirmation Services • MA must fill out correct form(s) to purchase

Certified Mail • Mailing receipt is legal evidence that something was mailed • Recipient

Return Receipt • Usually combined with Certified Mail to provide both proof of mailing and proof of receipt • Provides sender with proof of delivery and signature of recipient • Letter informing a patient that he should find a new physician because he has missed several appointments should be sent certified and return receipt • Can be done with a postcard sent back to sender or through the Internet Copyright 2016 by Elsevier Inc. All rights reserved. 14

Signature Confirmation • Provides a record of delivery, but a delivery record must be

Certificate of Mailing • Provides evidence that an item was mailed • Recipient does

Restricted Delivery • Limits delivery to the addressee (or parent or guardian) Copyright 2016

Registered Mail • Tracks a letter and also provides insurance • Used when contents

Insured Mail • Allows insurance to be purchased separately on the contents of any letter or package • Purchased when the contents have value • If lost or damaged, sender will be reimbursed for the declared value • Cost is higher if a higher value is declared Copyright 2016 by Elsevier Inc. All rights reserved. 19

Special Handling • Used for items that require special attention • Used for items

Collect on Delivery (COD) • Requires recipient to pay for the item on receipt

Postal Money Orders • A way to send money through the mail • Amounts

Other Package Delivery Services • Private carriers may be used for packages • Provide continuous tracking • Office pickup can be arranged • Once an account has been established, payment is handled by Internet • Fed. Ex ground and UPS can be used for packages that are not time sensitive • Fed. Ex, UPS, and other carriers also provide overnight service • Cost increases if overnight delivery is required Copyright 2016 by Elsevier Inc. All rights reserved. 23

Processing Incoming Mail • Mail may be delivered directly to the office, delivered to a mailbox, or picked up at the post office • A large facility usually has a central mailroom Copyright 2016 by Elsevier Inc. All rights reserved. 24

Processing Incoming Mail (Cont. ) • Mail is sorted and distributed according to physician preferences and office policy • Mail addressed to an individual physician goes to that physician • Mail addressed to the practice goes to the managing partner or office manager • Payments from patients or insurance companies and supply companies are handled by the MA Copyright 2016 by Elsevier Inc. All rights reserved. 25

Opening Mail • FIRST Sort mail and then open it • Physician mail may be opened by MA or physician depending on preference • Mail marked “personal” or “confidential” should not be opened • Open mail with a letter opener and stamp with date • Alphabetize mail from patients and clip to medical record • Staple multiple page letters • Annotate with highlighter if physician directs Copyright 2016 by Elsevier Inc. All rights reserved. 26

Opening Mail (Cont. ) • Set aside letters that MA will deal with and magazines for waiting room • Distribute mail to desks of office personnel or place in mail slots • When a physician is on vacation, sort his or her mail • First-class letters or mail that may be urgent should be given to another physician • Non-urgent mail and periodicals are arranged by date received Copyright 2016 by Elsevier Inc. All rights reserved. 27

Automated Mail Processing • Automated equipment for processing mail is faster and more efficient • Machines process letters using optical character recognition (OCR) • High-volume mailers sort mail and add postal barcodes to facilitate processing • Most medical offices do not qualify for discounts because at least 500 pieces must be sent in one mailing Copyright 2016 by Elsevier Inc. All rights reserved. 28

Letters and Large Envelopes • Most common sizes of business envelopes are #10 (4 1/8″ × 9 ½″) or #6 3/4 (3 5/8″ × 6 ½″) • Square letters and letters too thick for automated equipment require additional postage • Large envelopes also require additional postage • Bigger than 6 1/8″ × 11 ½″ • Used for patient medical records or other documents that are too thick to fold Copyright 2016 by Elsevier Inc. All rights reserved. 29

Complete Address • Should contain all elements in correct order • Recommended that address be in all uppercase letters without punctuation (except hyphen in ZIP + 4) Copyright 2016 by Elsevier Inc. All rights reserved. 30

Address Format • Address should be machine printed or hand-printed using plain block letters • Black ink on a white background is preferred • A typeface without serifs (e. g. , Helvetica or Arial) is preferred • Uniform left margin should exist Copyright 2016 by Elsevier Inc. All rights reserved. 31

Address Format (Cont. ) • All lines should be parallel to the bottom of the envelope • No punctuation should be used in the address except the hyphen in the ZIP+4 code • Address should show through a window envelope with ¼″ of space on all sides • Endorsements or delivery instructions in upper left below return address (e. g. , “Confidential” or “Personal”) Copyright 2016 by Elsevier Inc. All rights reserved. 32

Address Format (Cont. ) • Address labels should be applied securely • Address should be placed in the OCR read area 5/8 inch to 2 ¾ inch from the bottom edge of the envelope with a ½ inch margin on each side • Barcode free area on the bottom right of the envelope (5/8 inch high by 4 ¾ inches long) should be free of text Copyright 2016 by Elsevier Inc. All rights reserved. 33

Return Address • Located in the upper left of the envelope • Should contain sender’s name, delivery address, city, state, and ZIP • Letterhead envelopes are usually preprinted Copyright 2016 by Elsevier Inc. All rights reserved. 34

Preparing Envelopes or Mailing Labels • Prepare and print labels or address(es) directly on envelope(s) • Word processing programs have tools to prepare labels or envelopes • Use the manual feed tray to print a single envelope • For a large mailing, use labels or an envelope tray Copyright 2016 by Elsevier Inc. All rights reserved. 35

Folding and Inserting Letters into Envelopes • Number 10 Envelope • Bring the bottom third up and make a crease • Bring the top third down and make a crease • Insert the second crease first into the envelope Copyright 2016 by Elsevier Inc. All rights reserved. 36

Folding and Inserting Letters into Envelopes (Cont. ) • Number 6¾ Envelope • Fold letter in half and make a crease • Fold right third in and left fold over and make creases • Insert final crease first into envelope Copyright 2016 by Elsevier Inc. All rights reserved. 37

Folding and Inserting Letters into Envelopes (Cont. ) • Window Envelope • Bring bottom third up and make a crease • Fold top third so that inside address is on the outside and make a crease • Place in envelope so that delivery address shows through the window Copyright 2016 by Elsevier Inc. All rights reserved. 38

Adding Postage • Postage may be added using stamps that are purchased or printed (with postage purchased online) • Postage may be added using a postage meter • Envelopes containing more than two sheets of paper should be weighed • Amount of postage can be looked up at USPS website Copyright 2016 by Elsevier Inc. All rights reserved. 39

Postage Meters • Postage meter automatically stamps outgoing letters with postage or prints postage on a tape strip • The postage printing part of a postage meter is rented from an approved vendor Copyright 2016 by Elsevier Inc. All rights reserved. 40

Postage Meters (Cont. ) • Postage is purchased either by telephone, from the Internet, or at the post office • Postage meters vary in complexity • Simple meters only print postage • Some meters also include a scale or device to seal letters in a separate base • The base, which must be compatible with the postage meter, can be purchased Copyright 2016 by Elsevier Inc. All rights reserved. 41

Safety Precautions for Postage Meters • Read the operating guide before using the meter • Do not touch any moving parts when it is in operation • Keep loose clothing, jewelry, and long hair away from moving parts Copyright 2016 by Elsevier Inc. All rights reserved. 42

Safety Precautions (Cont. ) • Do not cover the ventilation system slots to prevent overheating • If a paper jam occurs, wait until it has stopped and unplug the meter before clearing the jam • Never attempt to disassemble the meter. Contact the service department for repairs Copyright 2016 by Elsevier Inc. All rights reserved. 43

Online Postage Services • Online services allow the medical office to purchase and print postage from the computer • Special services can also be purchased and printed from the computer • Delivery confirmation • Return Receipt • Insurance Copyright 2016 by Elsevier Inc. All rights reserved. 44

Online Postage Services (Cont. ) • Online service may be easier if there is a small to moderate volume of mail • Not as efficient as a postage meter for a large volume of first-class letters (e. g. , patient statements) Copyright 2016 by Elsevier Inc. All rights reserved. 45