Mail Processing And Screening

Envelopes

It is best to use a business-size envelope to mail all correspondence. The business envelope is a No. 10 and measures 4 by 9 inches. You may also use a smaller envelope inside the correspondence for the patient to return payment. The postage meter will seal and stamp the envelope once it is ready to be mailed.

Labels

It can take a lot of time to address envelopes for bulk mailings. Address labels, which are printed from a computerized mailing list, will reduce the time needed to address the envelopes. To make your job easier, you can prepare the labels with the medical practice’s name and address on the label for the return address. Labels can be used in other correspondence from the medical office such as referrals and business mail. Be sure to follow the U.S. Postal Service (USPS) guidelines for addressing envelopes.

Invoices and Statements

You may be responsible for mailing out the invoices and statements every month. Preprinted invoices are used to send an original bill. The amount that is due will be preprinted on the invoice. Preprinted statements are mailed out from the medical office as a reminder when an account is 30 days or more overdue. Computer-generated invoices and statements are automatically generated each month. You would have the responsibility to ensure that the envelopes are mailed.

Preparing Outgoing Mail

The address or address label must be placed in a certain spot on the envelope. The handwritten address or label needs to be placed on the envelope with a one-inch border on the left and right side of the envelope. The address also is placed two-and-a-half inches from the bottom of the envelope to the top of the address. The USPS uses optical character recognition (OCR) to sort mail. It is important to prepare outgoing mail to meet the requirements for OCR.

Folding the letters and invoices into the envelopes needs to be done neatly. It is important that the correspondence fits in the right-sized envelope. When using a small envelope, fold the letter in half lengthwise before inserting it. While using a business-size envelope, fold the letter in thirds. The best way to fold a business-size letter is to fold the bottom third up first, then the top third down. When using envelopes with a window, the mailing address must be clearly seen through the window. Fold the bottom third up, and then fold the top third back so that the address appears in the window.

Different Postal Delivery Services

First-class mail, second-class mail, third-class mail, fourth-class mail, priority mail, and express mail are examples of regular mail service. You need to be aware of which regular mail service you will need to use.

• First-class: Most of the mail sent out from the medical office will be sent first-class. First-class mail must weigh 13 ounces or less.
• Second-class: This class is used for mailing newspapers and periodicals only. It may be used in your practice if you send regular newsletters or magazines to patients.
• Third-class: This is bulk mail, used for mailing books, catalogs, and other printed material that weighs less than 16 ounces.
• Fourth-class: This is used for third-class mail items weighing over 1 pound.
• Priority: This is used for mail that needs to be delivered quicker than fourth class. Any mail that weighs between 13 ounces and 70 pounds may be sent via priority mail. Rates are based on weight and distance.
• Express: This is the quickest postal service available. Different types are available, including next-day and second-day delivery. Rates are based on weight and specific service.

Special postal services are also available.

• Certified mail: This service guarantees that the item has been received. It also requires the mail carrier to get a signature when it is delivered. The certified mail signature card becomes a legal document, which may be important in court.
• Return receipt requested: This is a request for a return receipt to get proof that a letter was delivered. This receipt shows who has received the item and when it was received.
• Registered mail: Valuable or irreplaceable items are sent by registered mail. This provides proof that the mail was sent and delivered.
• Overnight delivery: United Parcel Service (UPS), Federal Express, and DHL deliver overnight for quick delivery. The USPS also delivers overnight and is sometimes the least expensive option.

Opening and Sorting Mail in the Physician’s Office

Another important job in the medical office is opening and sorting the mail. Your office may have unique rules as to how the mail should be handled, but the following are general guidelines that should be followed.

1. Check address to ensure that the letter has been delivered correctly
2. Sort the mail in piles by priority:
   • Top priority: sent by overnight mail, registered mail, certified mail, or special delivery; faxes and emails are also top priority
   • Second priority: personal or confidential mail
   • Third priority: all first-class mail, airmail, and priority mail
   • Fourth priority: packages
   • Fifth priority: magazines and newspapers
   • Sixth priority: advertisement and catalogs

Mail that is labeled “Personal” or “Confidential” is set aside to be given to the addressee and only the addressee should open it. Once the mail is sorted, deliver it to the correct recipients. Bills and statements that are received are stamped with the date. Only discard the envelope after carefully checking it for any additional information. It is a good idea to check the return address with the current address on file for that patient. The accounts receivable employee may do so when posting the payment.

All medical assistants should follow an established procedure that allows them to process and route the mail efficiently.