Communication skills are important in every profession. Written materials are tangible demonstrations of an office staff's ability to communicate and conduct business.

Others often evaluate the entire medical practice by the work of one employee. When a letter, form, or document is carelessly prepared and sent into the community, the physician may be judged as "careless." However, when a letter or general business correspondence is constructed in a neat, concise, and well-organized fashion, the physician is often judged to be organized and competent. The skill demonstrated in the creation of a simple business letter reflects on the medical skills of the physician and the practice. Professional image is conveyed in written correspondence.

Because written documents also serve as legal records, all documents must be prepared with great care and attention to detail. The administrative role of the medical assistant includes the creation of documents that are consistently accurate and clear.

In this chapter you will learn how to write effectively. You will develop skills in composing a business letter. You will learn different styles and formats of writing and will learn how to professionally manage all forms of correspondence commonly used in an ambulatory care setting.

Outline

• Correspondence and Professionalism
• Choosing Correspondence Supplies
• Written Correspondence
• Effective Writing
• Editing and Proofreading
• Preparing Outgoing Mail
• Mailing Equipment and Supplies
• U.S. Postal Service Delivery
• Other Delivery Services
• Processing Incoming Mail

Learning Outcomes

After completing Chapter 7, you will be able to:

 7.1 List the supplies necessary for creating and mailing professional-looking correspondence.
 7.2 Identify the types of correspondence used in medi-cal 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.

Summary

As a medical assistant, you are responsible for many of the tasks involved in writing correspondence and processing outgoing and incoming mail in the medical office. Proper and efficient management of correspondence and mail is essential to promoting a positive, professional office image.

Choosing the proper letterhead and envelope helps to ensure professional-looking correspondence. Knowing the parts of a letter and the various letter styles and formats used in the business environment today helps you create effective correspondence. Knowing how to edit and proof-read and how to use writing reference materials helps en-sure that your letters are clear, concise, and well-written.

Familiarity with the types of mail and delivery ser-vices available enables you to choose the proper services to meet the office's mailing needs. Following proper procedures and recommended USPS guidelines ensures that office mail will be received in the most timely manner. Handling incoming mail is an important responsibility. Following an established procedure allows you to process and route the mail efficiently.