# Ona Health - full content > Ona is an AI-native, all-in-one practice management platform for US healthcare practices: one system that replaces a separate EHR, practice-management tool, and patient portal. Last updated: 2026-10-22. Full text of every product page, the help centre and the release notes, captured from the live site on this date. Pricing verified against https://ona.health/pricing.md (updated 2026-09-09). **What it is.** One platform combining CRM, EHR, and RCM, so the 3-5 disconnected tools most practices run on become a single patient record. Because Ona owns the whole workflow - a new patient inquiry flows into scheduling, scheduling into the clinical visit, and the visit into a clean insurance claim - it automates the handoffs other stacks leave to staff: no re-entry, no tab-switching, no middleware. **Who it is for.** Independent US practices at every size. Ona scales from solo clinicians to multi-location groups and enterprise systems, with shared team calendars, role-based access and location-scoped teams, and serves cash-pay and insurance-based practices, in person, hybrid, or fully remote. It is a general ambulatory EHR, not a small-practice-only product. Dedicated pages cover primary care, physical therapy, nutrition, integrative and functional medicine, behavioral health, naturopathic medicine, women's health, and med spas. **How it is different.** The field splits into enterprise-scale platforms (athenahealth), marketing-bundled suites (Tebra), and tools built for allied health or wellness rather than medical prescribing and insurance (Jane App, SimplePractice). Ona does the whole job in one modern product with AI built in rather than added on. Choose a different platform if you need inpatient or hospital workflows, or already run a mature purpose-built system for your specialty. **Pricing.** Per seat, per month, with every feature included on every plan: practitioner seats $130 per month, staff seats $45 per month. Annual billing takes 10% off everything. Add-ons: e-prescribing +$45 per prescribing practitioner, EPCS +$25 (requires e-prescribing), calls (calling, transcription, recording) $25 per month, omnichannel messaging $150 per month (included for practices with 2 practitioners or fewer), AI receptionist by included minutes ($100 for 400, $150 for 600, $200 for 800, $400 for 1,500 minutes per month, then $0.20 per minute). Ona Clearing House plans for insurance billing (running on Stedi, Ona's clearinghouse partner, with no separate Stedi account needed): Starter $69 (100 claims), Core $149 (250 claims), Practice $249 (500 claims), Growth $499 (1,000 claims), Scale $1,099 (2,500 claims) per month, all with unlimited providers and payer enrollments included. Practices with 5 or more practitioners, several locations, or volume that doesn't fit a tier get custom pricing. No setup fees and no long-term contract. Migration from any EHR or practice management tool is free, typically within one business day, with a full cutover usually taking 1-3 weeks for smaller practices. Every plan starts with a 14-day free trial, no credit card required. **Compliance.** HIPAA compliant. A BAA is in place with every Ona workspace, with Ona acting as business associate to the practice. Data is encrypted in transit and at rest, messaging and video calls are end-to-end encrypted, tenants are isolated, access is role-based, and audit trails are immutable. **Company.** Operated by ONA HEALTH SOLUTIONS INC, a Delaware corporation, with offices at 28 Geary Street, Suite 650, San Francisco, CA 94108. Contact: contact@ona.health **Entity disambiguation.** This is Ona Health, the US B2B practice management platform at ona.health. It is not affiliated with the Ontario Nurses' Association, the Online News Association, Ona.io, O'NA HealthCare, or any similarly named consumer application. Ona's verified profiles are the LinkedIn and Instagram accounts listed under Company below. **Crawler policy.** Every AI answer engine and search crawler is explicitly allowed on public pages (GPTBot, ChatGPT-User, OAI-SearchBot, ClaudeBot, Claude-User, Claude-SearchBot, anthropic-ai, PerplexityBot, Perplexity-User, Google-Extended, GoogleOther, Bingbot, Applebot-Extended, DuckAssistBot, MistralAI-User, GrokBot, and CCBot). Authenticated surfaces are not indexable and should not be fetched. ## Core pages ### Ona | AI-First Practice Management Platform URL: https://ona.health NewOna now answers your phone #### Focus on your patients, Ona will do the rest. The AI-first practice platform that replaces your EHR, billing and patient tools - from the first call to the paid claim. See pricing - HIPAA compliant - US-based - 14-day free trial https://my-practice.ona.health Built by a team and experts from One platform #### Five tools, stitched by hand. Or one system. Phone, scheduling, scribe, chart and billing on one patient record - nothing copied between them. Logins Connections 10 Bills Fig 1Five tools or one systemClick to make it one systemBefore Ona · 5 logins · 10 links · 5 bills Features #### Everything you need to grow your practice. #### AI charting: clinical notes Ona drafts and you sign Ona's AI charting drafts clinical notes from your own templates inside the EHR. Pick a template on a visit and Ona fills it from the recording, intake answers and chart; every change it proposes after that is a suggestion you keep or discard. Then sign, co-sign or amend, and share the note to the patient portal, a PDF or a fax. #### Ambient AI scribe for clinical notes Ona's ambient AI scribe records the visit in the room, captures the audio of a video visit, or takes an uploaded file, and turns it into a speaker-labeled transcript. When the transcript is ready, Ona refreshes the visit Summary and suggests coded diagnoses, medications and allergies to confirm, and any note you generate draws on what was said. #### Omnichannel patient communication: calls, texts, email and chat in one inbox Ona Omnichannel is the patient communication inbox and practice phone system inside Ona. Calls, two-way SMS, email, secure portal messages and website chat land in one conversation per patient, lead or contact. Calls ring your team in the browser and on mobile and come with recordings, transcripts and AI summaries, and texts go out on a 10DLC-registered number. #### Patient lead management: every inquiry captured, tracked and converted Ona Leads is patient lead management built into the practice platform. Calls, texts and emails from new people, AI receptionist calls, and your website's chat and contact form become leads on their own, with their source and campaign. Your team works them through your own statuses and converts each one into a patient in one step. #### E-prescribing and EPCS, built into the patient chart Ona e-prescribing embeds DoseSpot in the patient chart and the visit, so clinicians send prescriptions to the pharmacy without a second login. Staff can queue prescriptions for a prescriber to send, EPCS covers Schedule II-V controlled substances, and sent prescriptions, pharmacy alerts, medications and allergies all come back into Ona. #### Built-in telehealth, inside the visit Ona's built-in telehealth turns any visit into a browser video call. Clinician and patient each get their own link; the patient's arrives in the booking email, the visit reminders and the patient portal, with no app or account. The call's audio can feed the ambient scribe, and the visit is charted and billed like any other. #### Medical billing and patient payments, built into your EHR Ona Billing is medical billing software built into the EHR. Each visit's invoice is drafted from the services on the visit, and your team sends it, charges the card on file, or records a payment at the desk. Copays, cancellation fees, promo codes and estimates live on the same patient record, and payments run on your own Stripe account with no cut taken. #### Insurance eligibility and claims software, built into your EHR Ona's insurance billing checks eligibility when a patient books and again before the visit, keeps each visit's draft claim in sync with the chart, and submits professional claims through Ona Clearing House or your own Claim.MD account. Remittances post back to the claim and the patient's invoice, so denials, corrections and balances are worked in one queue. #### Online scheduling with team calendars and patient self-booking Ona online scheduling gives your practice shared team calendars and a booking page patients use on their own. Patients pick a visit, package or membership, a clinician and an open time, and can pay as they book. Hours and booking rules tighten from the practice down to each site, room, clinician and service, so only times that really work are offered. The full platform #### 27 tools. One login. One bill. #### Front desk07 - AI ReceptionistAnswers, books and takes messages. - Omnichannel InboxCalls, texts, email and chat, together. - Scheduling & BookingTeam calendars and online booking. - Reminders & AlertsVisit reminders, patient texts, team alerts. - LeadsEvery new inquiry, captured and worked. - Intake FormsScored forms and AI interviews. - ConsentsSigned before the visit. #### Clinical08 - Patient ChartOne coded record per patient. - Clinical NotesYour templates, filled from the visit. - Ambient ScribeRecord the visit, chart from it. - Video VisitsBrowser video, inside the visit. - E-PrescribingDoseSpot, inside the chart. - LabsOrder labs, read the results. - SupplementsProtocols and dispensary, on the chart. - Procedures & InventoryInjection maps, templates, tracked stock. #### Patient engagement04 - Patient PortalSelf-service for patients and families. - Care PlansPlans patients follow between visits. - Care Time & CCMBill the work between visits. - Food JournalSearch or snap a meal. #### Revenue & operations08 - Billing & PaymentsInvoices, cards on file, copays. - Memberships & PackagesRecurring plans and prepaid visits. - Insurance & ClaimsEligibility, claims and ERAs. - Reports26 reports, shareable as PDF. - Faxes & ReferralsAI-sorted fax and referral inbox. - TasksTeam to-dos, linked to the chart. - Team & SecurityRoles, activity log, two-step sign-in. - Support & OnboardingReal people, real migration help. Who it's for #### Built for every kind of practice. 4.9average rating98%recommend Ona 01 Conventional care #### Primary Care Give the clinic back its clinical hours. “I'm a solo shop - billing, scheduling, charting, the works. Before Ona it was four tabs and a spreadsheet. Now it's one window, and last Friday I closed out at 4:30 for the first time in years. Jordan ReyesFNP-BC · Primary Care · Burlington, VT 02 #### Behavioral Health Notes that hold up when the auditor calls. 03 #### Physical Therapy Protect the margin on every billed unit. 04 #### Women's Health Built for telehealth-native women's health. “The AI intake catches what patients won't volunteer in the first five minutes. By the time she's on my table, I already know what I'm walking into - and the visit actually starts where it should. Dr. Amara OkonkwoMD, FACOG · Women's Health · Portland, OR 05 Integrative & cash-pay #### Nutrition Nutrition care that runs alongside the meds. “My clients do the deepest work between sessions - food logs, mood notes, questions they forgot to ask. Ona's structured follow-ups mean nothing slips. Retention is up 22% since January. Priya SrinivasanMS, RDN, CDCES · Nutrition · Austin, TX 06 #### Integrative Medicine Run a cash-pay practice without the billing drag. 07 #### Functional Medicine Bring the lab work onto one chart. 08 #### Naturopathic Doctors Software that adapts to how you're licensed to practise. 09 #### MedSpas & Aesthetics Win on retention, not just the next new face. AI Receptionist #### Your phone, finally answered. Ona picks up when your team can't and books the visit on your real calendar. Your team rings first For 10 seconds, or Ona answers first at the hours you choose. Ona picks up With your greeting, instructions and knowledge files. Books it on the live calendar Verified patients book, reschedule or cancel. Files the call A summary, recording and transcript, in Omnichannel. How it works From $100/mo · 400 minutes 0:00 / of0:00 Real call · 01 #### A returning patient books a visit. #### Visit booked Real call · 02 #### A first-time caller, captured as a lead. #### Lead created Pricing #### Pay for the seats you use. Per-seat pricing, with add-ons you switch on as you grow. Two practitioners and one staff seat come to $305 a month. #### Who's on the team? Seats are the only thing every practice pays for. Everything else is optional. Practitioners Clinicians who see patients$130 / seat / month Staff Front desk, billing, admin$45 / seat / month Ona Health Your estimate · USD / month 2 × practitioner seat $260 1 × staff seat $45 Total / month No setup fee. No long-term contract. $305 14-day free trial · no credit card 5+ practitioners Several locations, or volume that doesn't fit a tier? Ona is priced around your practice instead. The feedback loop #### Ask for a feature. Use it two weeks later. Practices tell us what they need and we ship it. The roadmap is written by the people using Ona - and every release is on the record. Idea to release 14days Since Sep 10 18releases Cadence 2.5days Request a featureAll release notes Shipping18 releases - Oct 22Ona drafts your templates, and you choose what patients fill inNew · Fixed - Oct 20Recurring visits, and a body map for the chartNew · Improved · Fixed - Oct 17New optional charting sections, and Ona Assistant beside your workNew · Improved · Fixed - Oct 15Auto-charge after insurance, spam numbers and a bigger consent and form libraryNew · Improved · Fixed - Oct 12Cancellation fees, promo codes and your practice's colorsNew · Improved - Oct 8Calls to contacts, intake reminders and fax markupNew · Improved · Fixed - Oct 7Guardian accounts, tabbed notes, clearer settings and more...New · Improved · Fixed - Oct 2Vitals with height and BMI, and insurance intake on your termsImproved - Sep 30A new Leads page, and phone calls that explain themselvesNew · Improved - Sep 28Supplements on the chart, and templates for proceduresNew - Sep 25An AI receptionist you set up around your dayNew · Fixed - Sep 24Referrals, rebuilt around the patient - and discharge lettersNew · Improved - Sep 22Note templates with blocks, and a draft Ona rewrites with youNew · Improved - Sep 18Tasks on a fax, and referrals that carry the chart with themNew · Improved · Fixed - Sep 16A dashboard you arrange, and intake that goes out when you chooseNew · Improved · Fixed - Sep 14A better way to order labs: from requisition to reviewed result without leaving the patient chartNew · Improved - Sep 13Diagnoses by the level, and a booking page that takes paymentNew · Improved - Sep 10Introducing release notesNew #### Ready to give your practice its evenings back? See scheduling, charting, billing and insurance run in one place - solo practices and multi-location groups alike. - Live walkthrough - Free data migration FAQ #### Questions & Answers Plain answers about what Ona is, who it is for, and what it costs. Still have questions? Get in touch #### What is Ona? Ona is an AI-native practice management platform for US healthcare practices - one system that replaces your EHR (electronic health record), CRM (customer relationship management) and RCM (revenue cycle management) tools. It brings 27 tools together on one patient record, covering phones and messaging, scheduling, intake, charting, video visits, e-prescribing, labs, billing, insurance claims and a patient portal. #### Who is Ona for? Ona works for solo clinicians, group practices and multi-location clinics, whether cash-pay, insurance-based or both. It serves nine specialties: primary care, behavioral health, physical therapy, women's health, nutrition, functional medicine, integrative medicine, naturopathic doctors and med spas. There are no feature tiers - every plan includes the full platform, and add-ons such as e-prescribing and the AI receptionist are priced separately. #### How much does Ona cost? Ona uses transparent per-seat pricing: 2 practitioner seats plus 1 staff seat comes to $305 per month, with 10% off everything on annual billing. E-prescribing is an add-on at $45 per prescribing practitioner, and the AI receptionist starts at $100 per month for 400 minutes. Every plan starts with a 14-day free trial with full access to every feature - no credit card required. #### Is Ona HIPAA compliant? Yes. Ona is fully HIPAA compliant (HIPAA is the Health Insurance Portability and Accountability Act, the US law protecting patient health information): patient data is encrypted in transit and at rest, roles limit who sees what, an activity log records who opened or changed each chart, and every account - clinician, staff or patient - can turn on two-step verification with an authenticator app. Every practice signs Ona's business associate agreement (BAA) when its workspace is created. #### Do I pay extra for AI features? No. Conversational intake interviews, visit transcription, AI note drafting, lab report parsing, fax and referral reading and the in-app assistant are all included in the base plan. The only separately priced AI add-on is the AI receptionist, because it uses phone minutes. #### How long does it take to switch from my current system? Ona's team migrates your data for you at no cost. Ona can also port your phone and fax numbers. You can run the 14-day free trial alongside your current system before you commit. #### Does Ona handle insurance billing and claim denials? Yes. Ona checks eligibility automatically when an insured visit is booked and again in the 48 hours before it, putting copay, deductible and out-of-pocket on the patient record. A draft claim is built from the visit and kept in sync with the chart; your team reviews it, submits it through the built-in Ona Clearing House (or your own Claim.MD account), and ERAs post payments back to the claim and the patient's invoice. Rejected and denied claims are corrected and resubmitted from the same claims list, secondary claims included. #### Does Ona work for group practices and multi-location clinics? Yes. Sites and rooms each have their own hours and booking rules, team calendars show clinicians or locations side by side, roles and an activity log control who sees what, and reports break revenue down by provider. Practices with 5 or more practitioners get a tailored plan. ### About Ona - The practice, rebuilt URL: https://ona.health/about #### About Ona - The practice, rebuilt > Ona is the AI-first practice management platform that replaces the five > disconnected systems a healthcare practice typically runs on - phone service, > scheduler, EHR, scribe, and billing - with one platform, one login, and one > bill, so clinicians can focus on patients instead of software. Last updated: 2026-07-09 Canonical page: https://ona.health/about #### Key facts - **What Ona replaces:** a phone line, a scheduler, an EHR, a scribe tool, and a billing system - five disconnected products stitched together by hand - with one system on one patient record. - **What the AI does:** answers the phone around the clock, drafts the visit note, checks insurance eligibility before the patient walks in, and tracks claims from eligibility to payment in a single queue. - **Human in the loop:** every AI draft waits for clinician review - nothing is signed until the clinician approves it. Ona automates busywork, not judgment. - **Built in the open:** Ona ships alongside the clinicians who use it; the median time from a feature request to the day it ships is fourteen days. - **Scale:** built to grow from a solo clinic to a multi-location group, in person or fully remote. Nineteen product areas, one login, one bill. #### The problem Modern healthcare runs on a patchwork. A phone line here, a scheduler there, an EHR, a scribe, a billing system - five disconnected tools, stitched together by hand. A typical practice signs into five or six products before lunch: a phone service that only takes messages, a scheduler that never talks to the chart, an EHR designed a decade ago, a scribe tool bolted on last year, and a billing system run by a vendor you email and hope hears back. None of them were built to work together - so the work of making them work together quietly becomes the practice's job. #### The cost Every handoff between those tools is a copy-paste, and every login is one more tab left open at nine at night. Every seam is paid for in minutes: re-typing a phone number into the calendar, pasting a transcript into a note, re-keying codes into billing. Multiplied by every patient, every day, the tax is enormous - hours of charting after the kids are asleep, claims that sit unsent for weeks, revenue that leaks a little at a time. It never shows up as a line item. It shows up as the evening the clinician doesn't get back, and as attention the patient never receives. #### What we believe Clinicians should practice medicine, not software. The busywork belongs to the machine; the judgment belongs to the clinician. Software should do the work that doesn't need a human, and disappear for the work that does. Ona's AI answers the phone, drafts the note, and checks eligibility - but every draft waits for review, and nothing is signed until the clinician approves it. We don't automate judgment; we clear the runway for it. And we build in the open, alongside the clinicians who use Ona - the median time from a feature request to the day it ships is fourteen days. #### What we built Ona is one system in place of five: your EHR, your CRM, and your revenue cycle in one platform. An AI receptionist answers every call around the clock and books on your real calendar. An ambient scribe writes the visit straight into the chart. E-prescribing and labs live in-chart, telehealth on the same page as the note. Insurance is checked before the patient walks in - from eligibility to a paid claim, tracked in a single queue. Nineteen tools. One login. One bill. Built to scale from a solo clinic to a multi-location group, in person or fully remote. #### The promise Focus on your patients. Ona will do the rest - the calls, the notes, the codes, the claims, the follow-ups. What's left is the part only a clinician can do: the attention, the diagnosis, the reassurance, the care. That is the practice, rebuilt. And we are only getting started. - The Ona team --- - See the practice, rebuilt - book a 15-minute demo: https://ona.health/about - Pricing: https://ona.health/pricing (machine-readable: https://ona.health/pricing.md) - Full AI reference: https://ona.health/llms.txt and https://ona.health/llms-full.txt ### Pricing - Transparent per-seat plans URL: https://ona.health/pricing #### Ona Pricing - AI-First Practice Management Platform > Ona is priced per seat, per month, with every feature included on every plan. > Practitioner seats are $130/month, staff seats are $45/month, and annual > billing takes 10% off everything. There are no feature-gated tiers, no setup fees, > and no long-term contracts. Every plan starts with a 14-day free trial - no > credit card required. Last updated: 2026-09-09 Canonical page: https://ona.health/pricing #### Seats | Seat type | Price | Who it is for | | --- | --- | --- | | Practitioner seat | $130 / practitioner / month | Clinicians who see patients - charting, scheduling, telehealth, and the full clinical workspace. | | Staff seat | $45 / staff member / month | Front desk, billing, and admin - the same platform, scoped to the non-clinical work they do. | Both seat types are on the same platform and the same plan; staff seats are simply scoped to non-clinical work. Annual billing takes 10% off the whole plan: seats, add-ons, the AI receptionist, and clearing house plans alike. #### Optional add-ons | Add-on | Price | Notes | | --- | --- | --- | | E-prescribing | +$45 / prescribing practitioner / month | Send prescriptions to any pharmacy straight from the chart, with drug-interaction checks built in. | | Controlled substances (EPCS) | +$25 / prescribing practitioner / month | Prescribe Schedule II-V medications with compliant identity proofing. Requires the e-prescribing add-on. | | Calls (calling, transcription & recording) | $25 / month | Place and receive calls from inside Ona, with every call transcribed and recorded onto the patient record. | | Omnichannel (SMS, email & chat) | $150 / month | One inbox for patient conversations across every channel. Included for practices with 2 practitioners or fewer; paid from 3 practitioners. | #### AI receptionist (add-on) A voice-first AI agent that answers every call 24/7, books against your live calendar, and captures intake into the chart. Priced by included call minutes per month: | Included minutes / month | Price | | --- | --- | | 400 minutes | $100 / month | | 600 minutes | $150 / month | | 800 minutes | $200 / month | | 1,500 minutes | $400 / month | Overage is $0.20 / minute. Larger volumes are available on request. #### Ona Clearing House - customer plans Submit claims, receive ERAs, and run eligibility checks from Ona. Ona Clearing House runs on Stedi, Ona's clearinghouse partner, so there is no separate Stedi account to open, contract, or pay for. Every plan includes unlimited providers and payer enrollments. Cash-pay practices do not need a clearing house plan. | | Starter | Core | Practice | Growth | Scale | | --- | --- | --- | --- | --- | --- | | Price / month | $69 | $149 | $249 | $499 | $1,099 | | Claims / month | 100 | 250 | 500 | 1,000 | 2,500 | | ERAs / month | 100 | 250 | 500 | 1,000 | 2,500 | | Eligibility checks / month | 200 | 500 | 750 | 1,500 | 3,750 | | Providers | Unlimited | Unlimited | Unlimited | Unlimited | Unlimited | | Payer enrollments | Included | Included | Included | Included | Included | Prices in USD, billed monthly, or annually at 10% off. Higher claim volumes are quoted individually. #### Worked example 2 practitioner seats ($130 × 2) + 1 staff seat ($45) = **$305 / month**, with every feature included and no add-ons. On annual billing the same plan comes to $274.50 / month. #### Everything included on every plan There are no plan tiers - every seat includes all 19 product areas: AI receptionists, Online scheduling, Forms & Interviews, Automated charting, Ambient Scribe, Labs & Supplements, E-prescribing, Consents, Support, Own telehealth, Patient Portal, Food journaling, Billing & Invoicing, Insurance & Eligibility, Tasks, Omnichannel, Reports, Leads, Notifications. AI-powered intake, conversational assessments, and note drafting are included in the base seat price at no extra cost. The only separately priced AI add-on is the AI receptionist. #### Custom pricing (5+ practitioners) Practices running 5 or more practitioners, several locations, or volume that doesn't fit a tier get custom pricing built around the practice rather than the published per-seat rates. The pricing estimator on https://ona.health/pricing switches to a custom quote at that point. Book a demo to get one. #### Pricing FAQ ### How does Ona's pricing work? Ona is priced per seat, per month. Practitioner seats are $130 and non-clinical staff seats are $45. Every feature is included on every plan - you only add optional priced add-ons like e-prescribing, calls, or the AI receptionist when you need them. For example, 2 practitioner seats plus 1 staff seat comes to $305 per month. ### Is there a free trial? Yes. Every plan starts with a 14-day free trial with full access to every feature - no credit card required. You can run the trial alongside your current system before you commit. ### Is there a discount for annual billing? Yes. Paying annually takes 10% off everything on your plan - seats, add-ons, the AI receptionist, and clearing house plans alike. ### Do I pay extra for AI features? No. AI-powered intake, conversational assessments, and note drafting are included in the base seat price at no extra cost. The only separately priced AI add-on is the AI receptionist, which starts at $100 per month for 400 minutes. ### How is the AI receptionist priced? By included call minutes. 400 minutes is $100, 600 minutes is $150, 800 minutes is $200, 1,500 minutes is $400 per month. Minutes beyond your tier are $0.20 / minute, and larger volumes are available on request. ### What does the Ona Clearing House cost? Clearing house plans start at $69 per month for 100 claims, 100 ERAs, and 200 eligibility checks, up to $1,099 per month for 2,500 claims. Every plan includes unlimited providers and payer enrollments. Ona Clearing House runs on Stedi, Ona's clearinghouse partner, so there is no separate account to open or pay for. ### What's the difference between a practitioner seat and a staff seat? A practitioner seat ($130) is for a clinician who sees patients and needs the full clinical workspace. A staff seat ($45) is for front-desk, billing, and admin team members. Every seat is on the same platform - staff seats are simply scoped to non-clinical work. ### What about larger teams or multiple locations? Practices running 5 or more practitioners, several locations, or volume that doesn't fit a tier get custom pricing built around the practice. Tell us about your team and we'll quote it. ### Are there setup, migration, or contract fees? No setup fees and no long-term contract. Ona's team exports and imports your data from any EHR or practice management tool at no cost, typically within one business day, and a full migration usually takes 1-3 weeks for smaller practices. --- - Pricing page (with interactive estimate wizard): https://ona.health/pricing - About Ona: https://ona.health/about (machine-readable: https://ona.health/about.md) - Full AI reference: https://ona.health/llms.txt and https://ona.health/llms-full.txt ## Features ### AI Receptionist for Clinics and Healthcare Practices URL: https://ona.health/features/ai-receptionists AI Receptionist #### AI receptionist for clinics and healthcare practices Ona's AI receptionist is an AI phone agent for clinics that answers your practice line when your team can't, or first at the hours you choose. It books, reschedules and cancels visits for verified patients on your live calendar, captures new callers as leads or patients, and leaves a summary, recording and transcript on every call. - Ring-first or answer-first - Books, reschedules, cancels - New callers become leads - Summary, recording, transcript Ona's AI receptionist is an AI phone agent for clinics and healthcare practices. It answers your practice's line when your team can't, or first at the hours you choose. It books, reschedules and cancels visits on your live calendar for verified patients and turns new callers into leads or registered patients. Every call ends up in Omnichannel with a summary, a recording and a transcript. It runs inside Ona, the AI-native practice management platform, so the phone line, the calendar and the patient record are one system. It fits practices that lose patients to missed calls: a solo clinician with no front desk, a busy desk that needs cover at lunch, a practice that wants evenings and weekends answered. That includes primary care, behavioral health, physical therapy, women's health, nutrition, functional medicine, naturopathic doctors and medspas. It speaks English, follows your instructions and knowledge files, and puts a caller through to a person when they ask. 0:00 / of0:00 A real call: the receptionist checks who's calling, reads the live calendar, and books the visit before they hang up. 01 · Why it matters #### A missed call is a missed patient. Front desks get pulled in three directions at once. The phone is usually the one that suffers. Your front desk is already checking people in, taking payments and answering the phone. The phone is the job that slips. New patients hear it ring out, current patients get voicemail, and the callback list grows faster than anyone can work it. Hold music won't fix that. What helps is an extra pair of hands on the line. It picks up when nobody else can, books against your real schedule, and knows exactly what it shouldn't handle. 02 · What you get #### A receptionist with no coffee breaks. #### Ring your team first, or not By default your team rings first and the receptionist picks up only when nobody answers. You can also let it answer at once outside opening hours, or during custom hours you set, like lunch or evenings. #### Books on your real calendar Verified patients book, reschedule or cancel by phone. It offers times from the same availability as your booking page, respecting service length, buffers and which clinicians offer the service. Before a late cancellation, it mentions the fee. #### New callers become leads or patients Capture a lead and a new caller's name, number and reason land in Leads. Register as a patient and it collects their details (and insurance, if you take it), creates the patient, and can book on the same call. #### Your instructions, your knowledge Write the greeting and the rules it follows. Upload FAQs, price lists and policies as knowledge files, and add keyterms, such as clinician names, payers and places, so it hears them right. #### A person when the caller asks Turn on Transfer to staff on request and a caller who asks for someone is put through to your team, marked Transferred by AI with the reason. If nobody answers, they can leave a voicemail. #### Safe by design It never gives medical advice. It tells anyone describing an emergency to call emergency services, and verifies callers before touching an appointment. For prescription, results and billing questions it takes a message for your team. See it in action #### A first-time caller, captured as a lead. No record on file and nobody free to pick up, yet the caller's details still land in Leads with a summary of what they need. A brand-new caller. Name, number and reason captured as a lead before they hang up. 03 · How it works #### How a call flows, from ring to record. - 01 #### The call comes in Your answering group rings first. If nobody picks up within your ring window, the receptionist answers. During answer-first hours it picks up straight away with your greeting. - 02 #### It works out what the caller needs No menus, no keypresses. Before touching any appointment, it confirms who an existing patient is with their name plus a date of birth, phone number or email. - 03 #### It books, moves or cancels the visit It offers two or three open times and reads back the service, clinician and time. It books only after a clear yes. The patient gets your practice's usual booking notice, plus any intake forms the service sends. - 04 #### New callers are captured In lead mode it records the caller's name, contact details and a short, non-medical reason in Leads. In register mode it creates the patient and can book their first visit. - 05 #### The call lands in Omnichannel A call card in the caller's conversation shows Answered by AI, a summary, the recording and a transcript that names every voice. The conversation is marked unread so someone reviews it. Settings → AI Receptionist: the greeting, the rules it follows on every call, and the words it should always hear right. Settings → AI Receptionist: when it answers first, who hears about it, and whether callers can reach a person. 04 · In practice #### What it's for. Solo clinician, no front desk #### The phone stops being the bottleneck. Existing patients book and reschedule while you're with someone else. New callers wait in Leads with a summary of what they want, ready for a callback. Busy front desk #### Lunch and the rush, covered. Set custom hours for the windows your desk can't cover. The rest of the day your team rings first, and the receptionist only takes the calls nobody reaches. After-hours coverage #### Evenings and weekends answered. Outside your opening hours it answers at once, in your clinic's timezone. Bookings land on the calendar overnight and everything else waits in Omnichannel for the morning. Practices that register by phone #### A new patient on the books in one call. Register mode collects name, date of birth, contact details and insurance, then creates the patient and books the first visit. Tag receptionist bookings so your team can spot them on the schedule. FAQ #### What clinics ask before turning it on. #### Is Ona an AI receptionist for clinics? Yes. Ona's AI receptionist answers your practice's phone line when your team can't, or first at the hours you choose. It books, reschedules and cancels visits for verified patients on your live Ona calendar, and captures new callers as leads or registers them as patients. Every call gets a summary, a recording and a transcript. #### When does the AI receptionist answer instead of my team? You choose in Settings → AI Receptionist. Always ring first is the default: your answering group rings, and the AI picks up only if nobody answers. Outside opening hours and Custom hours let it answer at once at those times. A Right now line shows who picks up if the phone rings this minute. #### Can the AI receptionist transfer a caller to a person? Yes, when you turn on Transfer to staff on request. The caller hears that they're being connected and your answering group rings in the browser and on mobile. Whoever answers sees Transferred by AI and the reason. If nobody answers, the caller can leave a voicemail. It doesn't offer transfers unprompted and can't pick a specific person. #### How does it handle urgent or medical calls? It never gives medical advice, diagnoses or test interpretations. If a caller describes an emergency, it tells them to hang up and call emergency services. For prescriptions, results or billing, it takes the caller's details so your team can call back, and the call's summary says what they asked for. #### Does it speak Spanish or other languages? Not today. The receptionist and its transcripts are English only. #### Will my patients know they're talking to AI? You write the greeting, up to 500 characters, so you decide how it introduces itself. We recommend saying it's an AI assistant in the first line. Most patients are fine with it, and the honesty builds trust. #### How do we get started, and what does it cost? Turn it on in Settings → AI Receptionist. It answers on your practice's local number, the same one you text from. If you don't have one yet, Ona provisions it and registers it with the carriers, and Ona's team can port your existing number. The add-on starts at $100 per month for 400 call minutes, with larger tiers available and overage at $0.20 per minute. #### Is the AI receptionist HIPAA compliant? Calls, recordings and transcripts are encrypted in transit and at rest and stay in your Ona workspace. Every practice signs Ona's BAA when the workspace is created. Calls are recorded, so if your state requires callers to be told, say so in your greeting. Ready when you are #### Your phone, finally doing its job. Book a fifteen-minute demo and we'll walk through a real call, set up with your instructions. Book a demoExplore every feature ### Omnichannel Patient Communication Inbox and Phone System URL: https://ona.health/features/omnichannel Omnichannel #### Omnichannel patient communication: calls, texts, email and chat in one inbox Ona Omnichannel is the patient communication inbox and practice phone system inside Ona. Calls, two-way SMS, email, secure portal messages and website chat land in one conversation per patient, lead or contact. Calls ring your team in the browser and on mobile and come with recordings, transcripts and AI summaries, and texts go out on a 10DLC-registered number. - Calls, SMS, email, web chat - Browser and mobile calling - Recordings and AI summaries - Internal notes and @mentions Ona Omnichannel is the patient communication inbox inside Ona, the AI-native practice management platform. Phone calls, two-way SMS, email, secure portal messages and website chat land in one conversation per person, whether that's a patient, a lead or an office you work with. Your team answers it all from one screen. It's also your practice phone system: call from the browser or your mobile, ring the right people, and get a recording, transcript and summary of every call. It's for practices that run the front desk across a phone system, a texting app and a shared email login, from solo clinics to multi-site groups. The reminders and booking texts Ona sends on its own show up in the same conversation, so the whole story sits in one place. One conversation per person: texts, emails, calls, portal messages and notes as tabs on the same patient. 01 · Why it matters #### Five inboxes is how a message gets lost. A patient calls the front desk, texts the nurse's cell, emails billing and messages through the portal, all about the same thing. Most clinics spread patient communication across a phone system, a texting app, a shared email login, a portal nobody checks and whoever's personal phone the patient happened to get. Each one holds part of the story. Nobody holds all of it, and the person covering tomorrow holds none of it. Ona keeps one conversation per person, whatever channel they used, one click from their chart. Every channel uses the same composer and the same access rules, and the history reads in order even when it hopped from a missed call to a text to an email. 02 · What you get #### Every channel your practice uses, in one inbox. #### One conversation per person Calls, texts, emails, portal messages and website chats group under the patient, lead or saved contact, with each channel as a tab. Filter by unread or channel, search by name, number or message, and archive what's handled. #### A phone system built in Call from the browser, or have Ona ring your mobile and connect the patient. Your practice number is the caller ID. Inbound calls ring your answering group's browsers and phones, then go to the AI receptionist or voicemail. #### Every call on the record Calls and voicemails are recorded, transcribed with every voice named, and summarized by AI. Missed calls and voicemails mark the conversation unread and notify the people who could have answered. #### Texting the carriers accept Ona registers your local number with the carriers for 10DLC. Send and receive photos. STOP, START and HELP replies are handled for you, and patients can reply Y to confirm a visit. #### Automatic messages in the thread The booking confirmations, reminders and reschedule notices Ona sends appear in the patient's SMS or Email tab. Each is marked Automatic, with delivery status and the exact message the patient got. #### A team layer under every thread Switch to Internal and the message turns amber and never leaves the building. You can @mention a teammate, start a Note, limit a sensitive conversation to named members, or schedule a message for later. 03 · How it works #### One conversation, however it started. A conversation follows the person, not the channel, so the story stays in order. - 01 #### Set up your channels once In Settings → Omnichannel, an owner or admin sets up the practice's phone and email. That means a local number for texts and calls, registered with the carriers for you, and a practice email address. Then they turn on calling and pick who answers. The website chat widget lives in Settings → Website Widgets. - 02 #### Conversations arrive under the right person Ona matches inbound texts, emails and calls by number or address to a patient first, then a saved contact, then a lead. Unknown numbers and addresses become leads automatically. - 03 #### Reply on the channel that fits Text a quick confirmation, email a document, or call from the Calls tab. Schedule a message for later. You can start a conversation with anyone, including a number or email you type in. - 04 #### Calls ring the people you choose Choose everyone available, the front desk only, or selected members. They ring in the browser and, if you allow it, on their mobile, where they press 1 to accept. After your ring window, the AI receptionist or voicemail takes the call. - 05 #### Keep the team in the loop, privately Internal notes, @mentions and Notes stay with your team. Mentions wait in the @ menu until they're resolved. An archived conversation comes back as soon as the person writes again. Texts, an internal note for the team and a message scheduled for later, all in one conversation. Phone calls #### The phone, finally on the record. Calls were the one channel that never left a trail. Now each one is a card in the conversation. Open a patient's Calls tab and dial from the browser. Or choose From my phone: Ona rings your mobile first and connects the patient when you answer. Either way, your practice number is the caller ID. Inbound calls ring the answering group you choose for a window from five to sixty seconds. Pick up from the call dock at the bottom of the screen and keep working while you talk. Every call is written into the conversation as it happens, with its outcome and duration. Answered calls and voicemails then get a recording, a transcript and an AI summary. When nobody answers, the AI receptionist takes the call if you use it. Otherwise the caller hears your voicemail greeting and leaves a message, which is transcribed too. Calling from Ona is an add-on at $25 per month for the whole practice. A call opened from its card: who called, where it was answered, how long it took, and the recording. “The thing I love most is the quietest one - my team stopped texting me after hours, and patients stopped texting my personal cell. Calls, texts, the portal - it all lives in Ona now, on the chart, with notification rules my team actually respects.” 04 · In practice #### One inbox, shaped to your clinic. Front desk #### Phones and texts from one screen. Inbound calls ring the desk's browsers. A missed one lands as a card with a notification, and the text back is one tab over, to the same person. Clinician + MA pairs #### Context between visits, without the personal phone. The MA texts the reminder, the patient emails a photo, the clinician leaves an internal note for Thursday. One conversation, three channels, nothing forwarded from a personal cell. Multi-location groups #### One number, the right people ringing. Choose who answers inbound calls: everyone, the front desk role, or named members. The conversation follows the patient whichever site they visit. Practices working with outside offices #### Payers and pharmacies in the same inbox. Save referring practices, payers, pharmacies, labs and vendors as contacts. Call or text them from Omnichannel, and their calls and messages file under their name instead of becoming leads. FAQ #### Common questions. #### What is an omnichannel inbox for a medical practice? It's one place for every way a patient reaches you: phone calls, SMS, email, secure portal messages and website chat. In Ona, each person gets one conversation with a tab per channel, opened from the inbox or from their chart. Your team reads the history in order and replies on whichever channel fits. #### Can we make and receive phone calls in Ona? Yes. Call from the browser, or have Ona ring your mobile and connect the patient, with your practice number as caller ID. Inbound calls ring your answering group in the browser and on mobile. If nobody answers, the AI receptionist or voicemail takes it. Calls are recorded, transcribed and summarized. Ona provisions a local number for you, and Ona's team can port your existing one. #### How much does Omnichannel cost? Omnichannel is included for practices with up to 2 practitioners. Above that it's $150 per month for the practice. Calling from Ona is a separate $25 per month add-on, and the AI receptionist is priced by call minutes. #### Is texting patients from Ona compliant? Ona registers your local number with the carriers for 10DLC. Patient texts need the patient's SMS consent and a number on file. Every patient text ends with “Reply STOP to opt out,” and STOP, START and HELP replies are handled automatically. Once a patient opts out, the composer stays closed until they opt back in. #### Do automatic reminders show up in the conversation? Yes. Visit bookings, reminders, reschedules and cancellations that Ona sends on its own appear in the patient's SMS or Email tab. They're marked Automatic text or Automatic email, with delivery status and a View message link. #### Can my team leave notes on a conversation the patient can't see? Yes. Switch the composer to Internal and the message stays with your team on any channel. @mention a colleague to notify them, or start a Note that can be renamed, resolved and reopened. #### Who can see a conversation? Every active team member, by default. Restrict a sensitive conversation to named members from Manage access; admins keep access. Mentioning someone who isn't on a restricted conversation asks before adding them. Patients see only their own secure thread and any group they've been added to. #### Is Ona Omnichannel HIPAA compliant? Messages, call recordings and transcripts are encrypted in transit and at rest and stay in your Ona workspace. Every practice signs Ona's BAA when the workspace is created. Calls are recorded automatically, so tell callers if your state requires it. Ready when you are #### One inbox for the whole practice. Book a fifteen-minute walkthrough and we'll show a call, a text and an email in one conversation. Book a demoExplore every feature ### Online Scheduling and Patient Self-Booking for Clinics URL: https://ona.health/features/online-scheduling Scheduling #### Online scheduling with team calendars and patient self-booking Ona online scheduling gives your practice shared team calendars and a booking page patients use on their own. Patients pick a visit, package or membership, a clinician and an open time, and can pay as they book. Hours and booking rules tighten from the practice down to each site, room, clinician and service, so only times that really work are offered. - Calendars by clinician or location - Booking page and website widget - Pay at booking, 30-minute hold - Booking rules from practice to service Ona online scheduling is the calendar and patient self-booking system inside Ona, the AI-native practice management platform. Your team works from shared calendars, by clinician or by location. Patients book themselves on your booking page, or in a widget on your own website, against the same live availability, and every booking becomes a visit on the patient's chart. It's built for solo clinicians and multi-site groups that want patients to book, pay and reschedule without phone tag: primary care, behavioral health, women's health, nutrition, physical therapy, integrative and functional medicine, and medspas. In-person and video visits run from the same calendar. The booking page: patients pick a clinician, a day and an open time, shown in their own time zone. 01 · Why it matters #### The calendar is the practice. When patients book against one calendar and staff work from another, the practice pays for the gap. Most practices run two schedules: the one the front desk keeps, and the one patients guess at over the phone. Every booking is a back-and-forth, every gap needs a callback, and every cancellation is a slot nobody hears about. Ona puts both on one source of truth. Patients see only the times that actually work: inside your hours, clear of other visits and blocked time, and within your rules. Staff see the same calendar, and can still book outside it when they mean to. 02 · What you get #### Scheduling tuned for a real clinic. #### Calendars for the whole team Clinicians work from My Calendar. The front desk uses Calendars, with Day, Week and Month views and a Clinicians or Locations tab, side by side in lanes. Drag a visit to move it, or drag its edge to change its length. #### Rules that only get stricter Set buffer, minimum notice, booking window, start times and overlapping visits for the practice, then for each site, room, clinician and service. Each level can only tighten the one above, and Bookable times shows where they all line up. #### Caps that protect the day Limit how many visits can start in an availability block, from 1 to 100, and how many a room or clinician takes per day. Online bookings stop at the cap. Staff get a warning and can choose Book anyway. #### Paid when it's booked Turn on Require payment to book for a service or package and patients pay on Stripe Checkout. The slot is held for 30 minutes and released if they don't pay. Promo codes and membership visits work at booking too. #### Booking on your own website Add the booking widget to your site as a block in the page, a floating button, or any button you mark. Start it on everything you offer, or on one service, package, membership or clinician. #### Fewer empty chairs Reminders and confirmation requests go out by email or SMS on your schedule. Patients reschedule or cancel from the patient portal, and optional late-cancellation, reschedule and no-show fees are shown before they book. Calendars: the team side by side, with visits, blocked time and off hours. 03 · How it works #### From your hours to a booked visit. - 01 #### Set your hours and rules Opening hours and default rules live in Settings → Scheduling → Availability. Sites, rooms, clinicians and services can narrow them, and clinicians add date overrides and repeating blocked time for leave, lunch or admin. - 02 #### Decide what patients can book Each service has a duration, price, visit mode (in person or video), the clinicians who take it and the intake it sends. Show it on the booking page, require payment, or ask screening questions first. - 03 #### Share the page or embed it Share your booking page, or a link that opens on one service or clinician. Or add the booking widget to your own website in your colors. - 04 #### Patients book, pay and get confirmed They pick a visit, package or membership, a clinician and an open time in their own time zone, then sign in and pay if needed. The visit lands on your calendar and their chart, and the confirmation goes out by email. - 05 #### Reminders and changes run themselves Reminders and confirmation requests go out before the visit. Patients reschedule or cancel from the portal, staff drag visits on the calendar, and the patient is told either way. “We stopped managing two calendars. Now the front desk looks at the same view the patient booked into, and Fridays feel like a workday again.” 04 · Multiple locations #### Sites and rooms with hours of their own. Run several sites from one workspace, without separate calendars for each. Add each site under Settings → Locations and nest its rooms beneath it. A site uses the practice's opening hours or its own, and a room uses its site's or a narrower set. Each can carry its own booking rules, and rooms can cap visits per day. The Locations tab in Calendars shows every site and room. Two things to know: the whole practice works in one time zone, and patients don't choose a location on the booking page. An online visit takes its service's default location, and staff can book any site or room. - Sites with rooms nested under them - Hours that inherit or narrow, site to room - Booking rules per site and room - Visits-per-day caps for rooms - Calendars by location as well as by clinician - Bookable times preview across every level Bookable times: where the practice, a site, a clinician and a service are all free. 05 · In practice #### Scheduling, shaped to the clinic. Functional-medicine practice #### 90-minute initials, 20-minute follow-ups, paid up front. Each service carries its own length, price and buffer. Require payment for the initial visit, sell a package for the program, and let members book the visits their plan includes. Solo clinician #### Your hours, your rules, no admin team. Set a weekly pattern, add date overrides for vacation, block a repeating lunch and connect Google Calendar so personal events stay unbookable. Then share the link. Multi-site group #### Each site runs its own day. Sites and rooms keep their own hours and caps, the front desk switches Calendars to Locations to see a site's day, and each service books into its default location. Telehealth-first practice #### Qualified patients, booked across time zones. Video is the service's default mode, screening questions decide who can pick a time, and patients see open times in their own time zone while your hours stay set in the practice's. FAQ #### Common questions before you switch. #### What is online scheduling in Ona? It's the practice calendar and the patient booking page in one system. Your team schedules from shared calendars, and patients book themselves on your booking page or a widget on your website. Both see the same availability, and every booking becomes a visit on the patient's chart. #### Can patients book appointments online themselves? Yes. They choose a visit, package or membership, then a clinician, a day and an open time, shown in their own time zone. They sign in or create an account to confirm (there's no guest checkout), get the details by email, and can add the visit to Google Calendar. #### Can I add online booking to my own website? Yes. The booking widget sits in your page, opens from a floating button, or opens from any link or button you mark. It can start on everything you offer or on one service, package, membership or clinician, and it takes its own colors. You can also just share your booking page link. #### Can patients pay when they book? Yes, once Stripe is connected. Turn on Require payment to book for any service or package with a price. The patient pays on Stripe Checkout, the time is held for 30 minutes, and it's released if they don't finish. Promo codes can be applied at the review step. #### Does Ona send appointment reminders? Yes. Under Settings → Notifications you set reminders and confirmation requests by email or SMS. Out of the box, patients get a confirmation request 3 days before and reminders 1 day and 1 hour before, by email. SMS needs a practice number and the patient's consent. There's no waitlist today; a canceled time simply opens back up for online booking. #### Does Ona sync with my own Google Calendar? Yes, both ways. Each clinician connects their own Google account under Settings → Calendar Sync. Busy time from their calendars blocks those hours in Ona, and visits are written to a separate Ona calendar in their Google account. Ona reads only free and busy times, never event titles, guests or descriptions, and visit titles use patient initials unless an admin turns full names on. Outlook and iCloud aren't supported. #### Can we run a multi-location clinic from one workspace? Yes. Sites and rooms each get their own hours, booking rules and, for rooms, a daily visit cap, and Calendars has a Locations tab. The practice uses one time zone, patients don't pick a location online (a visit takes its service's default location), and equipment isn't scheduled. #### How do buffers and booking limits work? A buffer keeps time free before and after each visit. Minimum notice, booking window, start times and overlapping visits can be set at every level from the practice down to the service, and the strictest one wins. Staff who book outside these rules see a warning and can choose Book anyway. Ready when you are #### Give your front desk their afternoon back. Walk through your real schedule in a 15-minute demo - bring your messiest calendar and we'll map it. Book a demoExplore every feature ### Appointment Reminders and Patient Notifications for Clinics URL: https://ona.health/features/notifications Reminders & Alerts #### Appointment reminders, patient notifications and team alerts Ona sends patients appointment reminders, confirmation requests and intake reminders by email and text, on the schedule you set and in your own words. Booking, reschedule and cancellation notices go out automatically, each service can follow the practice or customize, and your team gets a bell for missed calls, mentions, lab results and more, muted per person. - Email and SMS reminders - Confirmation requests - Editable message templates - Team bell with personal mutes Ona's appointment reminders and notifications send patients the right email or text at the right time and tell your team what needs attention. Visit reminders, confirmation requests, intake reminders, and booking and reschedule notices all run from Settings → Notifications inside Ona, the AI-native practice management platform. Every one of them goes out in your own words. It's for practices that want fewer no-shows and less phone tag without a separate reminder tool. Owners and admins set it up once for the whole practice, and each service can follow it or go its own way. Everyone on the team decides which alerts reach their bell. Settings → Notifications: reminder rules, each with its own timing, kind and channels. 01 · Why it matters #### A forgotten visit is an empty slot. Reminders only work when they go out on time, on the channel the patient reads, in words that sound like your practice. No-shows rarely come from patients who don't care. Usually the reminder never came, came by email to someone who only reads texts, or arrived too late to reschedule. The intake forms go the same way: sent at booking and forgotten by the day of the visit. Your team has the opposite problem. Alerts come from every tool, so people learn to ignore them. Ona sends patients a few well-timed messages, and lets each person on your team choose which alerts reach them. 02 · What you get #### Reminders patients act on, alerts your team reads. #### Reminder rules you control Add as many reminders as you need. Each goes out a set number of minutes, hours or days before the visit, by email, text or both. #### Confirmation requests Patients confirm with one tap or by replying Y, or tell you they can't attend. Confirmed visits show on the calendar, and Stop after confirmation skips any reminders still to come. #### Intake that arrives on time Send consents, forms and interviews when the visit is booked or a set time before it. An Intake reminder resends whatever is still unfinished, with fresh links. #### Your words in every message Edit the subject and body of each email and the text of each SMS. Insert variables like the patient's name and visit time, and preview before you save. You can reset to Ona's default at any time. #### Per service, per patient A service can follow the practice, set its own intake timing and reminders, or switch automatic visit messages off. Patients choose email or text in their portal. Texts need the patient's SMS consent. #### A bell for your team Missed calls, mentions, new visits, signed consents, lab results, refill requests and claim denials reach each person's bell, linked to the work. Everyone mutes what they don't need. 03 · How it works #### Set it up once, then it runs on every visit. - 01 #### Turn on visit reminders In Settings → Notifications, an owner or admin turns on Visit reminders and adds rules. For each rule, choose when it sends, what kind it is (Reminder, Confirmation request or Intake reminder) and which channels it uses. - 02 #### Set intake timing Choose whether consents, forms and interviews go out when the visit is booked or a set number of hours or days before it. Each type has its own timing. - 03 #### Make the words yours Open Message templates to edit each email and text, using the variables listed for it. Turn individual notifications on or off for email and for SMS. - 04 #### Patients get them and respond Reminders go out on the channels each patient allows. Confirming is one tap or a Y reply. If a patient can't attend, the clinician gets an alert to follow up. - 05 #### Your team sees what matters Team alerts land in the bell, linked to the visit, task, conversation or result. Each person chooses which bell notifications they get. Message templates: edit the visit reminder text, insert variables, and check the segment count before you save. “I turned off what I didn't want to hear about and kept what I did. Nothing clever - and finally my inbox feels honest.” 04 · In practice #### Reminders shaped to how you run visits. High-volume clinics #### Fewer empty slots. Send a confirmation request two days out and a text reminder two hours before. Patients who confirm stop getting reminders. Those who can't attend tell the clinician in time to fill the slot. Intake-heavy specialties #### Paperwork done before the visit. Hold forms until three days before the visit. An intake reminder the day before then resends anything unfinished, with a fresh link. Practices with mixed services #### A different plan for each kind of visit. A quick follow-up can skip the confirmation request while a long first consult gets its own intake timing. Each service follows the practice or customizes. Clinicians #### Only the alerts you need. Keep missed calls, mentions and lab results in your bell and mute the visit changes you don't need. Nobody else's settings change. FAQ #### Common questions. #### How do appointment reminders work in Ona? An owner or admin turns on Visit reminders in Settings → Notifications and adds rules. Each rule sends a set time before the visit, in minutes, hours or days, by email, text or both. A rule is a Reminder, a Confirmation request or an Intake reminder. Patients who haven't picked their own channels get the practice defaults, which start as email on and SMS off. #### Can patients confirm their appointment by text? Yes. A confirmation request links to a page where the patient confirms or says they can't attend. They can also reply Y or CONFIRM to the text. Confirmed visits show on your calendar, and the clinician gets an alert when a patient can't attend. With Stop after confirmation on, a confirmed patient gets no further reminders, though intake reminders still go out. #### Can I customize the reminder text? Yes. In Message templates, owners and admins edit the subject and body of each email and the text of each SMS. Each notification lists the variables it supports, such as the patient's first name, visit date and time, clinician and location. The preview uses sample data and estimates SMS segments, including the opt-out line added to every patient text. #### Do I need patient consent to send text reminders? Yes. Texts only go to patients with SMS consent and a phone number on file, and patients give or withdraw consent in their portal settings. Every patient text ends with “Reply STOP to opt out,” and STOP, START and HELP are handled automatically. Texting also needs your practice number, which you set up in Settings → Omnichannel. #### Can different services have different reminders? Yes. In a service's Visit notifications card, you can switch automatic visit messages off for that service, or customize its intake timing and reminders. Messages your team sends by hand still go out. #### What alerts does my team get? Each person has a bell that shows unread notifications as they happen: tasks, new or moved visits, mentions, missed calls and voicemails, signed consents and completed forms, lab results, e-prescribing updates, claim denials and new leads. Everyone chooses which of these reach their bell. Owners and admins can also turn on team emails or texts, for example about unread messages or patient reschedules. #### Do automatic messages show in the patient's conversation? Yes. Visit bookings, reminders, reschedules and cancellations that Ona sends appear in the patient's Omnichannel conversation. They're marked Automatic, with delivery status and the exact message the patient received. #### Does Ona send push notifications or post to Slack? Not today. Team alerts arrive in the in-app bell and, where the practice turns them on, by email or text. There are no quiet hours and no Slack or Microsoft Teams routing. Ready when you are #### Fewer no-shows, without the phone tag. Book a fifteen-minute walkthrough and we'll show your reminders, templates and team alerts in the real app. Book a demoExplore every feature ### Patient Lead Management and Acquisition Pipeline URL: https://ona.health/features/leads Leads #### Patient lead management: every inquiry captured, tracked and converted Ona Leads is patient lead management built into the practice platform. Calls, texts and emails from new people, AI receptionist calls, and your website's chat and contact form become leads on their own, with their source and campaign. Your team works them through your own statuses and converts each one into a patient in one step. - Captured from calls, texts, email and web - Ad and campaign attribution - Your own statuses, list or board - Convert to a patient in one step Ona Leads is patient lead management inside Ona, the AI-native practice management platform. Anyone new who calls, texts or emails the practice, talks to the AI receptionist, or writes through your website's chat or contact form lands in Leads on their own, with where they came from. Your team works each one to a booked first visit, in the same system as the chart. It's for practices growing their patient base: cash-pay and membership practices, functional and integrative medicine, women's health, behavioral health, and medspas running ads or local search. Solo clinicians and multi-site groups use it instead of a separate sales CRM, a shared inbox and a spreadsheet. Leads: every new inquiry with its status, owner, follow-up and source, beside your filters and insights. 01 · Why it matters #### The gap between inquiry and patient is where growth leaks. New patients reach you through five channels. Follow-up usually lives in none of them. A voicemail from a new number, a form on the website, a text asking about prices: each lands somewhere different, nobody owns the callback, and the ones that go quiet are never noticed. Meanwhile nobody can say which ad or search actually brought in the patients who booked. Ona captures every new inquiry in one list the moment it arrives, keeps the conversation on it, and turns it into a patient without re-keying a thing. 02 · What you get #### A lead pipeline that fills itself. #### Captured without typing Calls, texts and emails from unknown people, AI receptionist calls, and your website chat and contact form all create leads, each marked with its source. Your team can still add one by hand. #### Know which ads work Leads from your website carry their UTM tags, ad click ID, referring site and landing page, sorted into channels like paid search, paid social and organic search. The Leads by channel report adds them up. #### Your pipeline, your statuses Name, color and order the statuses your front desk actually uses, grouped as Open, Converted and Lost. Work leads in a list or drag them across a board. #### The whole conversation on the lead Each lead opens on How they reached you: the AI receptionist's call summary, with the recording and transcript a click away. Call, Text and Email sit at the top, and the activity history writes itself. #### Follow-ups that don't slip Give every lead an owner and a follow-up date or time. It turns amber when it's due and red once it's overdue, and the Follow-up due view lists everyone waiting on a callback. #### Convert in one step Convert creates the patient with the lead's name, phone, email, date of birth, notes and insurance, and moves its texts, emails and calls onto the chart. Invite them to the portal and book the first visit straight away. One lead: how they reached you, where they landed on your site, and the details your team fills in. 03 · How it works #### From first hello to first visit. - 01 #### Someone new gets in touch They call, text, email, talk to the AI receptionist, or write through your website. A lead appears in your first open status, marked with how they came in. People who are already patients never become leads. - 02 #### See how they reached you Open the lead to read the call summary or message, the campaign and page that brought them from your website, and anything they told you. - 03 #### Work it to a booking Assign an owner, set a follow-up, and call, text or email from the lead. Log anything that happened outside Ona as a note, call, email or referral. - 04 #### Convert to a patient Convert creates the patient and moves the conversations across. Add an email to send a portal invitation, and tick Book a visit next to open the visit form. - 05 #### See what's working The Insights card shows new leads, conversions and conversion rate over 7, 30 or 90 days. Reports break leads down by source, by channel and by campaign. “Inquiries used to live in four places. Now my front desk opens one board, sees who to call back, and actually sees the thread when it turns into a patient.” 04 · Website widgets #### Turn website visitors into leads. Two small embeds for your site, set up under Settings → Website Widgets. The chat widget opens a conversation your team answers from Omnichannel, as a floating button or a block in the page. Visitors leave their name, plus an email or phone if you require them, and can get an automatic reply in and out of opening hours. The contact widget is an inquiry form that sits in your page: name, email, phone, date of birth and a message, in one column or two. Both run on the same script, which remembers what brought each visitor to your site for 90 days, so the lead arrives with its campaign attached. - Chat widget, floating or embedded - Contact form with the fields you require - Automatic replies while open or closed - UTM tags and ad click IDs captured - Your accent color and wording - Known patients matched, never duplicated 05 · In practice #### Pipelines that hold up. Front desk #### A clean list of who needs a call back. Open Follow-up due or Mine and work down the list. Call or text from the lead, set the next follow-up, and move it on. Overdue leads stay red until someone acts. Cash-pay practice running ads #### See which campaign sent the patient. Leads from your website carry their channel, platform and campaign. Leads by channel shows which ones, and which landing pages, bring people in. After-hours practice #### Missed calls become morning callbacks. When the AI receptionist takes an evening call from someone new, the lead is waiting next morning with the call summary, so the callback starts where the caller left off. Multi-location group #### One pipeline, filtered by site. Each lead can carry a location and an owner, so every site works its own list without losing the practice-wide view. FAQ #### Common questions. #### What is lead management in Ona? Ona Leads is a pipeline for prospective patients, built into the practice platform. It collects new inquiries from calls, texts, email, the AI receptionist and your website, tracks each one through your own statuses with an owner and follow-up date, and converts it into a patient when they're ready. There's no separate CRM to buy or sync. #### How do leads get into Ona? Automatically from calls, texts and emails from people Ona doesn't know, from AI receptionist calls, and from your website's chat and contact widgets. Staff can also add leads by hand. Texts and email come in through Omnichannel (free up to 2 practitioners, then $150/month), calls need the Calls add-on ($25/month) or the AI receptionist. Importing a lead list from a file, and lead forms from ad platforms, aren't supported today. #### Can Ona track which ads and campaigns bring in patients? Yes, for leads from your website. The widget script records UTM tags, ad click IDs from Google, Microsoft, Meta, TikTok, LinkedIn, X and Reddit, the referring site and the landing page, keeping the first visit for 90 days unless a tagged visit replaces it. Leads by channel reports channels, platforms, campaigns and landing pages. Phone and text leads carry their source but no campaign. #### What happens when I convert a lead to a patient? Ona creates the patient with the lead's name, phone, email, date of birth, notes and insurance, and moves its texts, emails and calls onto the patient. Add an email to send a portal invitation, and choose Book a visit next to open the visit form. The lead's source, attribution and activity stay on the converted lead in Leads. #### Can I customize the lead statuses? Yes. Owners and admins add, rename, recolor and reorder statuses under Settings → Leads, in three groups: Open, Converted and Lost. New leads start in the first open status. Removing a status that's in use asks where to move its leads first. #### Will the same person show up twice? No. A text, call or email from someone who's already a lead lands on that lead, and someone who's already a patient never becomes one. A contact form from an existing lead fills in missing details instead of creating a copy. #### Does Ona sync with a CRM like HubSpot or Salesforce? Not today. Practices with heavy marketing automation may still run a dedicated CRM alongside Ona. For most, keeping the pipeline next to the chart, the inbox and the calendar removes the need for one. Ready when you are #### Make your pipeline honest. Bring your current lead list and we'll show you what the board looks like in a 15-minute walkthrough. Book a demoExplore every feature ### Patient Intake Forms, Screeners & AI Interviews URL: https://ona.health/features/forms-interviews Intake Forms & Interviews #### Intake that's finished, scored and charted before the visit Ona's patient intake forms and AI interviews go out with the booking or a set time before the visit. Forms can score validated screeners like PHQ-9 and GAD-7 the moment they're submitted, and interviews take a history as a conversation. Both land on the chart with a summary and suggested records, so the visit starts where it should. - Self-scoring screeners - AI interviews - Import from PDF - Sent with the booking Ona's patient intake forms and interviews collect what you need before a visit, inside Ona, the AI-native practice management platform. Forms hold a fixed set of questions, can score validated screeners like PHQ-9 and GAD-7, and end in a drawn signature. Interviews take a history as a conversation. Both land on the patient's chart with a summary and suggested chart records. It's built for practices where intake carries clinical weight: behavioral health and psychiatry running measurement-based care, functional and integrative medicine taking long histories, and any clinic still re-typing a PDF packet into the chart. Attach intake to a service once and it goes out with every booking. Submitted screeners on the chart: each total and its severity band, with score trends alongside. 01 · Why it matters #### Intake shouldn't be paperwork you re-type. A clipboard can't ask a follow-up question, score a questionnaire or update the chart. Most practices still run intake on a PDF packet. The patient fills it in at the desk, someone types the answers into the chart, and someone else adds up the PHQ-9 by hand. The history that actually varies from patient to patient gets squeezed into a free-text box, and you read three pages to find the sentence that mattered. Ona sends intake when the visit is booked, scores it the moment it's submitted, and puts the answers, the score and Ona's summary on the chart. You walk in already caught up. 02 · Two ways to ask #### A form or an interview. If the answer needs a follow-up question, it's an interview. If every patient must see the same questions, or you need a score, it's a form. Agreements belong in Consents. Interview #### A conversation that adapts. Reach for this when the answer you need depends on the previous answer. You describe the ground to cover and how to cover it. Ona runs it as a chat in plain language, at the patient's own pace, and asks the follow-up a fixed form could never have known to ask. Try out any interview yourself first; it writes no record. - Built from steps and subjects: topics to cover, not fixed questions - Ona asks, follows up, and offers the next step once this one is covered - Patients can attach photos and PDFs as they answer - Returns a summary, the full conversation and suggested chart records Form #### A document that holds still. Reach for this when every patient must see the same questions, or you need a score. The same blocks in the same order, every time. The wording is copied when the form is sent, so editing the template later never changes what a patient already answered and signed. Ona summarizes submitted forms too. - Ten block types, from single choice and scales to tables and matrices - Show if reveals follow-up questions only when an earlier answer calls for them - Optional scoring with severity bands and risk flags - Read to the end, agree, draw a signature; stored with a SHA-256 hash 03 · Scored screeners #### Screeners that score themselves. Measurement-based care without a calculator: the score, the severity band and any risk flag are on the chart the moment the patient submits. Import a validated instrument from the Library and it arrives with its scoring, severity bands and flags already set up. Ten of the eleven score themselves. The LEC-5 is an exposure checklist with no total, so it comes in unscored. Each one cites its source. - PHQ-9 · depression - GAD-7 · anxiety - DASS-21 and DASS-42 · depression, anxiety and stress - PCL-5 · PTSD symptoms - LEC-5 · life events checklist - AUDIT · alcohol use - ASRS-v1.1 · adult ADHD - ACE-10 · adverse childhood experiences - GDS-15 · geriatric depression - SWLS · satisfaction with life Or turn on Screening for any form you build. Give each answer a point value, reverse score items, add subscales, choose whether a missing answer invalidates the score or prorates it, and map score ranges to bands from None to Critical. Flag rules call out a single answer, such as item 9 on the PHQ-9, or a score past a threshold. Patients never see the points. Every scored submission shows its score card and flags, and the clinician who sent it gets a notification with the score and any flag. Beside the patient's forms, Score trends chart each instrument over time, so you can see whether treatment is working. Turn on Screening for a service and patients answer the form on your booking page before they can pick a time. They qualify by completing it or by reaching the score you set. Severity bands and a flag rule, set once on the template. 04 · What you get #### Intake that runs itself. #### Import your PDF packet Upload the intake PDF you use today, up to 20 MB. Ona reads it into a draft form with questions, answer choices and grids. Printed scoring comes in as Screening. You review every block before saving. #### Ten kinds of question Text, single and multiple choice, checkbox, scale, short and long answer, tables with fixed or open rows, and single- or multiple-choice matrices. Follow-up questions that share a Show if condition sit in one group. #### Sent with the booking Forms and interviews attached to a service go out when the visit is booked, or a set time before it. One email lists everything, with a text for each item where texting is on. An intake reminder resends what's unfinished with fresh links. #### Finished in the clinic Fill on this device for a form, Answer on this device for an interview. Hand over your tablet for one item at a time, keep the dashboard hidden, and get it back after a handoff screen. #### A summary and chart records Ona summarizes each submitted form and finished interview into Working Well and Areas of Attention. It suggests diagnoses, medications, allergies, supplements and observations for the chart, flagged until a clinician confirms them. #### Paper when you need it Export a completed form or interview as a PDF, fax it from the chart, or attach it to an outgoing referral. For a patient who wants paper, print a blank copy of a pending form with numbered questions. A finished interview: Ona's summary up front, the full conversation and clinical records a tab away. 05 · How it works #### Build once, then let it run. - 01 #### Start from the Library or your PDF Import a screener or one of five ready-made interviews, upload the PDF you use today, or build from scratch. Everything stays editable. - 02 #### Attach it to a service Add forms and interviews to the services they belong to. Booking that service sends them with the confirmation or holds them until a set time before the visit. You can still send any item by hand. - 03 #### The patient completes it They open a one-time link with no sign-in, or find it in the patient portal. An interview is a chat; a form is read, answered and signed. In the clinic, hand them your device. - 04 #### You see what reached them Each item shows when and how it was sent: by email, by text, or not at all. Copy the link, resend a fresh one, or let an intake reminder chase it. - 05 #### It lands on the chart Under Intake on the patient's chart: the signed form with its score and flags, or the interview with its summary, transcript and suggested records. The clinician who sent it is notified. “We stopped trying to make one form do everything. History is a conversation now, and the paperwork is paperwork. The first minute of a visit went from “let me catch up on you” to “given your sleep and your stress, let's start here.”” 06 · In practice #### How practices use it. Behavioral health #### Measurement-based care, built in. PHQ-9 and GAD-7 go out before every follow-up. Scores, severity bands and the item-9 flag are on the chart before the session, and Score trends show whether treatment is working. Psychiatric evaluations #### Screen before the calendar opens. Turn on Screening for the evaluation service. Patients answer a PHQ-9 on your booking page and only reach the calendar if they meet your rule. Their answers arrive on the visit as a completed form. Functional medicine #### Interview, because the history goes everywhere. The Functional Medicine Intake covers health timeline, body systems, lifestyle and lab results as a conversation, then returns a summary and suggested records to confirm. Front desk #### The paper packet, retired. Upload last year's PDF intake, review the draft, and attach it to your new-patient service. Walk-ins fill it in on a tablet with Fill on this device. FAQ #### Common questions. #### What's the difference between an intake form and an interview? A form is a fixed document: the same questions in the same order for every patient, optionally scored, and signed at the end. An interview is a conversation: Ona covers the subjects you define, follows up on vague answers, and returns a summary plus the full transcript. Ona summarizes both and suggests chart records from both. #### Which screening questionnaires come built in? PHQ-9, GAD-7, DASS-21, DASS-42, PCL-5, LEC-5, AUDIT, ASRS-v1.1, ACE-10, GDS-15 and SWLS, plus a general Patient Intake Form and a Post-Visit Feedback form. All but the LEC-5 score themselves. You can also turn on scoring for any form you build. #### Do patients need an account to complete intake forms? No. Forms and interviews go out as a one-time link that opens in any browser without signing in. A link expires after two weeks, and resending one makes the old link stop working. Patients with a portal login also find them in the portal, and a guardian can complete them for a patient they look after. #### Can we import our existing PDF intake forms? Yes. Import from PDF reads a PDF of up to 20 MB into a draft form, including printed scoring, and opens it in the builder for you to review. Typed PDFs work best. Interviews are built from steps and subjects, so they can't be imported from a PDF. #### Can patients fill in forms in the office? Yes. Choose Fill on this device for a form or Answer on this device for an interview, then hand the patient your device. It works one item at a time, the dashboard stays hidden, and a handoff screen asks for the device back. #### When do intake forms go out? Under Settings → Notifications you choose, separately for consents, forms and interviews, whether intake goes out when the visit is booked or a set time before it. Each service can override that. Rescheduling the visit moves the send time, and cancelling it withdraws anything not yet sent. #### What does the clinician see after a form or interview? A submitted form opens on Summary, with the score card, flags and Ona's Working Well and Areas of Attention, then Form and Clinical Records. A finished interview has Summary, Conversation and Clinical Records. Suggested records stay flagged until a clinician confirms them. #### Is Ona's intake HIPAA-compliant? Answers, conversations and signed forms are encrypted in transit and at rest and stored on the patient's chart. Every practice signs Ona's BAA when the workspace is created. Ready when you are #### Start every visit already caught up. Bring your current intake PDF to a demo and watch Ona turn it into a form you can send. Book a demoExplore every feature ### Digital Consent Forms with E-Signatures URL: https://ona.health/features/consents Consents #### Digital consent forms, signed before the visit Ona's digital consent forms go out with the booking, or a set time before the visit, and patients sign them on their phone or on your tablet. Each signature is stored on the patient's chart with the exact wording, the ticked acknowledgments, the time, IP address, browser and a SHA-256 hash of the document. - Required acknowledgments - Drawn e-signature - Sent with the booking - Sign on this device Ona's digital consent forms are reusable consent templates your patients read, acknowledge and sign before the visit, inside Ona, the AI-native practice management platform. A consent goes out with the booking, the patient draws their signature on their phone or your tablet, and the signed copy sits on their chart with the evidence of how it was signed. It fits any practice that needs treatment, telehealth, privacy or care management consent on file before care starts: behavioral health, primary care, physical therapy, women's health, integrative and functional medicine, naturopathic doctors and telehealth-first teams. A signed consent on the chart: the signature, the document hash, and where it was signed from. 01 · Why it matters #### A consent nobody can find is a consent you don't have. Paper consents get signed in the waiting room, scanned late, and filed somewhere. When consent lives on a clipboard, it gets signed in a rush at the front desk, or not at all, and finding one later means searching a scanner folder. If the wording has changed since, nobody can say for sure which version the patient read. In Ona, consent goes out before the visit, the patient signs on their own device, and the signed copy stays on their chart with the exact wording they agreed to, ready to open, export or fax. 02 · What you get #### Consent on file, before the visit starts. #### Sent with the booking Attach consents to a service. Booking it sends them with the confirmation, or holds them until a set time before the visit. When your team books, consents the patient has already signed are left out. #### Required acknowledgments Add a checkbox for any statement the patient must confirm on its own and turn on Required to sign. Ona won't accept the signature until every required box is ticked. #### Proof of what was signed The wording is copied when the consent is sent. Ona stores the drawn signature and its strokes, the time, IP address and browser, and a SHA-256 hash of that wording. If the document changed, the signature is refused. #### Sign on this device Patient at the front desk? Choose Sign on this device, hand over your tablet, and get it back after a handoff screen. The dashboard stays hidden while they sign. #### Start from the Library Six templates to import and edit, from Consent to Treatment to Chronic Care Management Enrollment. Or upload a consent PDF and Ona turns it into a draft you review before saving. #### Print, export, fax Export or print a signed consent as a PDF, fax it from the chart, or attach it to an outgoing referral. For a patient who wants paper, print a blank copy with a signature line. The required box ticked, the e-signature agreement accepted, a signature drawn. 03 · How it works #### From template to signed, on the chart. - 01 #### Build or import the template Write the wording in Text blocks and add Checkbox blocks for statements the patient must confirm. Start from the Library or import a PDF, and pick a type: HIPAA Privacy, Telehealth, Treatment, General, Care Management or Custom. - 02 #### Attach it to a service Add the consent to the services it belongs to. Staff booking a visit see it already selected unless the patient has signed it before. Patients who book online get it too. - 03 #### It goes out on time With the booking confirmation, or a set time before the visit. One email lists everything the patient needs to complete, with a text for each consent where texting is on. An intake reminder can resend unsigned ones with fresh links. - 04 #### The patient reads, ticks and signs On a one-time link with no sign-in, in the patient portal, or on your device in the clinic. They read to the end, tick the required boxes, agree to sign electronically and draw their signature. - 05 #### It's on the chart Under Consents on the patient's chart, grouped as Scheduled, Pending, Signed and Cancelled. Open a signed one to see the signature, document hash, IP address, browser and delivery history. The clinician who sent it is notified. 04 · In practice #### Where consent shows up. Telehealth-first therapy #### A telehealth consent with every booking. Attach the Telehealth Consent to your video-visit service. It goes out with the booking confirmation, and the patient signs on their phone before the session. Chronic care management #### CCM consent on file before you bill. Care Time only becomes billable once the patient is enrolled, and enrollment needs a signed Care Management consent. The Chronic Care Management Enrollment template in the Library includes the cost disclosure. Pediatrics & family practice #### A parent signs from their own login. Add a parent under Guardians & Family. They sign the child's consents from their own patient portal, and each signed consent is stored on the child's chart. For a patient under 18, access ends on their 18th birthday. IV therapy clinic #### One template per procedure. A Myers' cocktail consent reads differently from a chelation consent. Give each its own template and required acknowledgments, and attach it to the service so it goes out with the booking. FAQ #### Common consent questions. #### What are digital consent forms? Digital consent forms are consent documents patients read and sign online instead of on paper. In Ona, each one starts from a reusable template with text and required checkboxes, is sent to a specific patient, and is stored on their chart with the drawn signature and the details of how it was signed. #### What does Ona store when a patient signs a consent? The wording exactly as it was sent, which boxes were ticked, the drawn signature with its strokes, the time, the IP address and browser, the patient's agreement to sign electronically, and a SHA-256 hash of the document. If the document doesn't match what was sent, the signature is refused. #### Are electronic signatures on consent forms legally binding? Before signing, every patient accepts an “I agree to sign electronically” statement, and Ona keeps the signature with the exact wording, the time and the device details. Whether a particular consent can be signed electronically depends on your state and the consent, so confirm with your counsel. #### What happens if we update a consent template? Your edits apply to consents you send afterwards. A consent that has already been sent keeps the wording it went out with, pending or signed, so you can always see exactly what the patient agreed to. Ona doesn't keep a version history of the template itself. #### Can a patient sign a consent in the office? Yes. Open the patient's Consents, choose Add consents, pick one consent and select Sign on this device. Hand over the device; a handoff screen asks the patient to give it back when they're done. It works one consent at a time. #### Do patients need a portal account to sign a consent? No. A consent link opens in any browser without signing in and works once. It expires after two weeks, and resending one makes the old link stop working. Patients with a portal login also find pending consents in the portal. #### How do consents work for minors? Add a parent or legal guardian under Guardians & Family on the child's chart. They sign from their own patient portal while acting for the child, and the signed consent is stored on the child's chart. For a patient under 18, guardian access ends on their 18th birthday. #### How do I find and export a signed consent? Open the patient's chart, then Consents. From a signed consent you can export or print the PDF or fax it. There's no practice-wide consent search today; the Intake completion report in Reports shows how many consents were sent and signed, by template. Ready when you are #### Consent on file before the visit starts. Bring a consent PDF you use today to a demo and see it imported, sent and signed. Book a demoExplore every feature ### EHR Software with a Coded Patient Chart URL: https://ona.health/features/ehr EHR #### EHR software built around one coded patient chart Ona's EHR (electronic health record) keeps one coded chart per patient: an AI-written summary, vitals with trends, and ICD-10, RxNorm and LOINC-coded diagnoses, medications, allergies and observations, beside every visit, note, file and message. Records Ona's AI reads from recordings, intake or referrals stay flagged until a clinician confirms them. - ICD-10, RxNorm & LOINC coding - AI records you confirm - Linked to visits, never copied - Cases & discharge letters Ona's EHR is the electronic health record inside Ona, the AI-native practice management platform. Each patient has one chart: an AI-written summary, vitals, coded diagnoses, medications, allergies and observations, every visit and note, files, intake, messages and invoices, all reached from one sidebar. Records Ona's AI reads from recordings, intake or referrals stay flagged until a clinician confirms them. It's built for practices that want a chart they can trust without retyping it: primary care keeping one clean problem list, behavioral health ending care on paper that holds up, physical therapy tracking episodes of care, and functional and integrative clinics charting supplements next to medications. Owners, admins, staff and clinicians each see the parts of the chart their role needs. Charting → Overview: the AI summary, the vitals strip and coded records in one scroll. 01 · Why it matters #### A chart is only as good as what you can trust in it. Free-text lists drift, copies multiply, and AI that writes straight into the record makes it worse. Most charts decay the same way. A diagnosis gets retyped at every visit until there are three versions with three statuses. A medication from an outside referral lives in a PDF nobody opened. Duplicate patients split one history in two. By the time someone needs the record, nobody is sure which line is current. Ona keeps the record coded and single. Diagnoses, medications and allergies are picked from code sets, not typed. A visit links the records it addresses instead of copying them. And anything Ona's AI reads into the chart waits, marked, until a clinician says it belongs. 02 · What you get #### Everything about the patient, coded once. #### Codes picked, not typed Diagnoses come from an ICD-10 browser that opens deeper codes column by column and marks every code billable or not, with SNOMED alongside. Medications start from the brand or generic name, then the strength. Allergies carry type, category, severity and criticality. #### AI suggestions you confirm Diagnoses, medications, allergies and supplements that Ona reads from a visit recording, an intake form, an interview or a linked fax referral arrive marked AI, with their source. Confirm keeps them. Dismiss removes them. #### One problem list across visits A visit links the chart records it addresses instead of copying them. Its Records page shows what's on the chart but not yet in this visit, so you carry one record forward or carry them all. #### Vitals with trends Blood pressure, heart rate, SpO₂, temperature, respiratory rate, pain, weight, height and BMI, which is calculated from weight and height. Choose US customary or metric units, switch off the vitals you don't take, and open Trends to chart any of them over time. #### Files, shared on your terms Every chart has its own media drive: folders, files up to 500 MB, photos straight from a phone camera, and inline preview for images, video and PDFs. Share a file or a whole folder to the patient portal. Everything else stays with the team. #### A record you can keep clean Review duplicate patients side by side and merge them. Archive and restore with the history intact, tag and filter the patient list, add guardians for dependents, and let admins see who opened or changed each chart in its Log. An AI-suggested diagnosis shows where it came from and waits for Confirm or Dismiss. 03 · How it works #### How a chart fills in, under your review. - 01 #### Start with a name Add a patient with a first and last name. Add an email to invite them to the portal at the same time, or share a setup link so they fill in their own details, insurance and pharmacies. - 02 #### Intake and visits feed the chart Forms, interviews, visit recordings, lab reports and linked fax referrals all land on the same chart. After an interview or a visit, the AI summary at the top of the Overview refreshes with a clinical narrative and next steps. - 03 #### Review what Ona found AI-found records appear with a sparkles marker and their source, such as “Visit · AI from recording” or “Intake form · AI”. Hover to inspect, edit if needed, then Confirm or Dismiss. - 04 #### Chart the visit On the visit's Records page, carry forward the chart records this visit addresses and add new ones from the same coded pickers. Notes open as tabs beside the chart, and the visit exports as an After Visit Summary PDF. - 05 #### Close the episode, or the relationship Discharge a case with its outcome, or write a discharge or termination letter from Export, sign it on screen and keep the PDF on the chart. Export the whole chart as a PDF whenever you need a copy. 04 · Episodes and endings #### Cases for an episode. Letters for the end of care. Cases #### An episode of care, start to finish. Reach for this when a run of visits works toward one outcome, like a rehab course or a treatment block. Turn on Cases in Settings and every chart gets a Cases tab. Link a visit to its case when you book it or from the visit itself, and the patient's visit list groups by case. - Primary and secondary problems, ICD-10 coded or free text - Goals with baseline, target, target date, status and term - Planned, Active, On hold, Discharged or Cancelled, with a status history - Discharge reasons: Goals met, Plateau, Self-discharged, Referred out, Lost to follow-up Discharge letters #### Ending care, on paper that holds up. Reach for this when care has concluded, or when the practice is ending the relationship. Start from Export → Discharge letter… on the chart. Preview the PDF, then sign it. The final letter is stored on the chart, and you can download or fax it from there. - Discharge or Termination, with 19 standard reasons filtered by type - Effective date from your grace period, active prescriptions printed from the chart - Continuity-of-care resources and closing text set once in Settings - Signed on screen or generated unsigned for a pen signature, voided and replaced with the original kept 05 · In practice #### What this looks like on a real day. Primary care practice #### A problem list that survives every visit. Hypertension is charted once with its ICD-10 code. Each follow-up carries it forward instead of retyping it, the vitals strip shows whether the blood pressure is moving, and the medication list stays one list. Behavioral health group #### Ending care with the paperwork done right. When a patient stops engaging, the clinician picks Termination, ticks the reasons that apply, signs the letter on screen and faxes it. The signed PDF stays on the chart if anyone asks later. Physical therapy clinic #### Every visit tied to its episode. A knee rehab course is a case with a primary problem and measurable goals. Visits link to it as they're booked, and at the end it's discharged as Goals met or Plateau, with every status change on record. Front desk and practice manager #### One patient, one record. Duplicate patients from old imports are reviewed side by side and merged, with visits, notes, invoices and files moved to the record you keep. Inactive patients stay bookable but stop getting automated messages. FAQ #### Common questions about Ona's EHR. #### What is an EHR? An EHR (electronic health record) is the digital chart a practice keeps for each patient: problems, medications, allergies, vitals, visits, notes and documents. In Ona the EHR is part of the same platform as scheduling, intake, messaging and billing, so all of it sits on one patient record. #### Which code sets does Ona's EHR use? Diagnoses are coded with ICD-10-CM and SNOMED CT, medications with RxNorm, observations and vitals with LOINC, and supplements with NIH DSLD labels or FDA UNII ingredients. When something isn't in the code set, you can chart it as a custom entry. #### Does Ona's AI write to the chart without review? No. AI-found diagnoses, medications, allergies and supplements are marked with a sparkles icon and an AI badge until a clinician confirms them, and Dismiss removes a suggestion. Each one shows where it came from: a visit recording, an intake form, an interview or a linked referral. #### Can I choose which sections appear in the chart? Yes. Owners and admins turn Vitals, Diagnoses, Observations, Allergies, Medications, Supplements, Recommendations and Notes on or off for the whole practice under Settings → Charting, pick US customary or metric units, and switch individual vitals off. #### Can patients see their own chart? Patients see a simplified view in the patient portal: record names and codes, lab reports, their visits, notes you choose to share, and the files or folders you share with them. They never see your notes on a record or whether AI suggested it. #### How do I export a patient's chart? Use Export at the bottom of the chart sidebar and choose Download as PDF: a clinical summary followed by appendices of visits, lab reports and clinical records. Each visit can also export a patient-facing After Visit Summary. Ona doesn't offer a FHIR API or C-CDA export today. #### How does Ona handle duplicate and archived patients? Owners, admins and staff review possible duplicates side by side and merge them. Visits, notes, invoices, claims, messages, forms and files move to the record you keep, and the others are archived. Archiving a patient also archives their visits, notes, forms and consents, and restoring brings them all back. #### Can I bring charts over from my current EHR? Ona has ready-made importers for Jane, IntakeQ/PracticeQ, AdvancedMD and Aster, and every import runs as a dry run before anything is written. Data from other systems is mapped by hand. Ready when you are #### See your patients in one chart. Book a demo and we'll walk through a real chart: coded records, AI suggestions and the visit view. Book a demoExplore every feature ### AI Charting and AI SOAP Notes in the EHR URL: https://ona.health/features/ai-charting AI Notes #### AI charting: clinical notes Ona drafts and you sign Ona's AI charting drafts clinical notes from your own templates inside the EHR. Pick a template on a visit and Ona fills it from the recording, intake answers and chart; every change it proposes after that is a suggestion you keep or discard. Then sign, co-sign or amend, and share the note to the patient portal, a PDF or a fax. - 35 library templates - Keep or discard every AI edit - Sign, co-sign, amend - Portal, PDF or fax AI charting in Ona means clinical notes written from your own templates, inside the EHR of Ona, the AI-native practice management platform. Choose a template on a visit and Ona fills the fields you marked from the visit's recording, intake answers and chart. You read every line, keep or discard each change Ona proposes, and sign. Nothing is signed until you do. It's built for clinicians whose notes follow them home: primary care, psychiatry and psychotherapy, physical therapy, pediatrics, nutrition, functional medicine and women's health, the specialties the template library covers. Solo practices get a note that drafts itself from a template; multi-clinician teams get notes that read the same whoever wrote them. A draft in its own tab beside the chart. Ona's words are marked in the margin, and a regenerated passage waits for Keep or Discard. 01 · Why it matters #### The note is the part of the visit that follows you home. A note you can't trust is a note you rewrite. Ona is built so you never have to wonder what the AI changed. Two things make AI notes hard to sign. The draft drifts from the template your practice agreed on, and changes land that you never saw happen. Either one sends you back to reading the whole note line by line, which is the work you were trying to skip. Ona fills only the fields you marked. Your template's headings and fixed wording print exactly as written, a field Ona can't support stays visibly open, and once a draft exists, nothing Ona writes is kept until you keep it. 02 · What you get #### Notes in your structure, on your terms. #### Your template, printed as written Ona fills the [bracketed] fields and the answer blocks you add. Headings, fixed wording and layout never pass through the model, so every note keeps the structure you set. #### Filled from the whole visit Ona reads the visit's transcript, intake forms and interviews, the records charted on the visit, recommendations and the patient notebook. A field it can't support stays open as Left empty by Ona, never “N/A”. #### Keep or discard every edit Regenerate, Polish or Clear any field, card or selected passage. Each change appears in place with a line on what changed, and Save and Sign wait until you keep or discard it. #### Sign, co-sign, amend Signing records who signed and when. A supervising clinician adds their signature in one click, and a correction becomes an amendment with a required reason and a diff of what changed. #### Out of the chart in one step Share a signed note to the patient portal, export it as a PDF, send it by fax, or build a patient-facing After Visit Summary with only the sections you choose. #### 35 templates to start from SOAP, DAP, BIRP and ADIME notes, intakes, progress and discharge notes, risk assessments, and referral and work letters. Import one and make it yours, or build from a blank page. The template is the note. Fixed text prints as written; bracketed fields and blocks are what Ona fills. 03 · How it works #### From template to signed note. - 01 #### Pick how to start On a visit or the patient's chart, Add a note lists suggested templates, all your templates, past notes to copy forward, and a blank note, with a preview of each. - 02 #### Ona fills the template Choose Generate and Ona fills the template's fields and blocks from the visit's recording, intake and chart. The template's own text is never rewritten. - 03 #### Review it beside the chart The draft opens in its own tab next to the chart's Overview. Ona's words stay underlined until you edit them, and an unfilled field offers Try again or Write by hand. - 04 #### Revise with Ona, on your terms Select a sentence or open a field and choose Regenerate, Polish or Clear. Keep or discard each suggestion; typing over it counts as keeping your version. - 05 #### Sign and share Sign, or Sign and share to the patient portal. If fields are still open, Ona tells you how many first. Later corrections become amendments with a reason. 04 · Ona Assistant #### Ask about the patient in front of you. For the questions that would otherwise mean clicking through five screens. Ona Assistant sits in the bottom-right corner of the dashboard. Open a patient or a visit and it already has that record in context: the chart, past visits, forms, interviews, the notebook and, on a visit, the transcript. Ask for a summary, a timeline of a problem, or what changed since the last visit, and check the answer against the chart before you act on it. - Answers from the patient or visit you have open - Looks up Help Center articles for how-to questions - Attach images or PDFs, up to 5 files of 10 MB each - Chat history saved and private to you - Read-only: it never changes the chart - Available on desktop 05 · In practice #### What this looks like on a real day. Psychotherapy practice #### DAP or BIRP, the same way every session. Import Progress Note (DAP) or (BIRP), record the session and generate. Every therapist's note keeps the practice's structure, and risk answers the clinician didn't state stay open for them to complete. Supervised clinicians #### Co-signing without a workaround. The supervisee signs; the supervising clinician opens the note and chooses Add my signature. Both appear under Signed by, each with the date and time. Physical therapy clinic #### Daily notes that carry forward. Start today's Daily Treatment Note from the last one with Copy forward, then regenerate or rewrite only what changed. The original note stays exactly as it was. Primary care with referrals #### Referral letters without retyping. Generate a Specialist Referral Letter from the patient's chart, sign it, and send it by fax from the note's Share menu. Work or school letters come from the same library. FAQ #### Common questions from clinicians. #### What is AI charting? AI charting is software that drafts a clinical note from what happened in the visit, then hands it back for review and signature. In Ona it runs inside the EHR: you pick one of your note templates on a visit, Ona fills it from the recording, intake answers and chart, and you edit and sign. #### Can Ona write SOAP notes? Yes. The template library includes Office Visit (SOAP), Progress Note (DAP), Progress Note (BIRP) and ADIME nutrition notes among 35 templates. Import one, adjust it to how your practice writes, and Ona drafts against your version. #### How do AI note templates work? A template is laid out exactly as the note will print. Type [what to write] where Ona should fill a line, and add (a hint) to say how, or when to leave the line out. Type / for longer answers, choices, scales, checkboxes, tables, matrices and loops, and switch any block to Clinician answers. The Example tab writes a sample note from made-up data so you can check the template before a real visit. #### Does Ona write the note automatically before or after the visit? No. A note is drafted when a clinician chooses Generate, whenever that is. Ona uses what the visit holds at that moment: intake answers and chart records before the visit, plus the transcript once a recording has been transcribed. #### Can I change what Ona wrote? Yes. Type over anything; your edit counts as keeping it. Or ask Ona to Regenerate, Polish or Clear a field, a card or a selected passage. Each suggestion shows in place with Keep and Discard, and Discard puts back exactly what was there. #### How do I correct a signed note? Signed notes lock. Editing one starts an amendment with a required reason, and Amendment history shows each amendment's status, date and a diff of the changes. If the note was shared, the patient sees the latest signed version. #### Can a second clinician co-sign a note? Yes. Another clinician opens the signed note and chooses Add my signature. Each signer gets their own row under Signed by, with the date and time. #### What languages does AI charting support? English. Transcription and note drafting run in English today. Ready when you are #### Stop writing notes after hours. See Ona draft a note from one of your own templates in a 15-minute demo. Book a demoExplore every feature ### Ambient AI Scribe for Clinical Notes URL: https://ona.health/features/ambient-scribe Ambient Scribe #### Ambient AI scribe for clinical notes Ona's ambient AI scribe records the visit in the room, captures the audio of a video visit, or takes an uploaded file, and turns it into a speaker-labeled transcript. When the transcript is ready, Ona refreshes the visit Summary and suggests coded diagnoses, medications and allergies to confirm, and any note you generate draws on what was said. - In the room, on video or uploaded - Speaker-labeled transcript - Synced playback - Suggested coded records Ona's ambient AI scribe captures the visit conversation so you document from what was said, not from memory. It lives on the visit inside Ona, the AI-native practice management platform: record in the room, record a video visit's audio, or upload a file, and the transcript feeds the visit Summary, suggested chart records and any note you generate. It's for clinicians who would rather look at the patient than the keyboard, in primary care, behavioral health, physical therapy, women's health, nutrition, and functional and integrative medicine, whether the visit happens in a room or on video. Every draft and every suggested record waits for a clinician. Record from the visit's dock, in the room or on the call. What Ona suggests from it stays marked until a clinician confirms it. 01 · Why it matters #### The note is a record of a conversation you already had. Re-typing a visit from memory is the slowest, least reliable part of the day. You step out of the conversation, reconstruct what was said, and translate it into clinical prose, usually hours later and usually after clinic. Every one of those steps is a chance to lose a detail or drift from what actually happened. When the conversation is captured, the reconstruction shrinks. Ona keeps the transcript on the visit and builds the summary, the suggested records and the note from it, so what you sign is grounded in what was said, not in what you remember three patients later. 02 · What you get #### A scribe that listens, then waits for you. #### Record in the room Start recording from the dock at the bottom of the visit. Pause and resume, then play it back, label it and save. The recorder stays with you as you move around Ona. #### Video visits, one switch Each video visit has one setting: Call will be recorded and transcribed. It's on by default, and each participant's microphone is captured on its own track. #### Upload what you recorded elsewhere Drop an MP3, M4A or WAV of up to 100 MB onto the visit's Recordings. It's transcribed and used exactly like a live recording. #### A transcript that knows who spoke Turns are labeled Clinician or Patient and timestamped. Choose Play from here on any line, watch the highlight follow the audio, and export the transcript when you need it. #### Summary and coded records, suggested A finished transcript refreshes the visit Summary and suggests diagnoses with ICD-10 and SNOMED codes, RxNorm-coded medications, allergies and supplements, each flagged until a clinician confirms it. #### A note when you ask for one Pick a template and choose Generate. Ona drafts from the transcript, intake and chart; you edit, keep or discard its suggestions, and sign. After the transcript: the visit Summary filled in, and suggested records marked until a clinician confirms them. 03 · How it works #### From conversation to signed note. - 01 #### Capture the visit Start recording on an in-person visit, keep recording on for a video visit, or upload a file you recorded on another device. - 02 #### Save it, and transcription starts Stop, play it back if you like, and save. Ona transcribes the recording in a few minutes. A video visit's transcript follows a few minutes after everyone leaves. - 03 #### The visit catches up With the transcript in, Ona refreshes the visit Summary and suggests coded chart records, each waiting for a clinician to confirm or dismiss. - 04 #### Generate the note Pick a template and choose Generate. Ona fills it from what was said, plus the visit's intake answers and chart. - 05 #### Review and sign Edit the draft, keep or discard Ona's suggestions, and sign. Nothing is signed until you do. 04 · In practice #### What this looks like on a real day. In-person family medicine #### Eye contact, not keyboard. Record from the visit dock and talk normally. A few minutes after you save, the transcript is in, the Summary is updated, and the note is one Generate away. Telehealth therapist #### Video sessions, transcribed by speaker. Leave recording on for the session. Each person's microphone is captured on its own track, so the transcript knows who said what once the call ends. Visit recorded on another device #### Upload it to the visit. Recorded on a phone or a handheld recorder? Upload the MP3, M4A or WAV to that visit's Recordings and it's transcribed like any other recording. Practice keeping a coded chart #### Coded entries from the conversation. Diagnoses, medications and allergies discussed in the visit come back as coded suggestions on the chart. Confirm, edit or dismiss each one; they stay flagged until you do. FAQ #### Common questions from clinicians. #### What is an ambient AI scribe? An ambient AI scribe records a patient visit and turns the conversation into documentation. Ona's scribe transcribes the visit by speaker, updates the visit Summary, suggests coded chart records, and gives the note generator the whole conversation to draft from, all for a clinician to review. #### Can I use Ona's AI scribe on telehealth visits? Yes. Video visits in Ona have a recording setting that is on by default. Each participant's microphone is recorded on its own track and transcribed after the call. You can also upload audio recorded somewhere else. #### Does Ona write the note automatically when the visit ends? No. The transcript, Summary and suggested records update on their own, but the note is drafted when a clinician picks a template and chooses Generate. You decide which template is used and when. #### How does the scribe tell clinician and patient apart? For an in-person recording, Ona expects two speakers and labels them Clinician and Patient. On a video visit each participant's microphone is a separate track, so every turn belongs to whoever spoke. A third voice in the room may not be labeled correctly. #### Does Ona ask the patient for consent to record? Not inside the recording: there's no in-app consent banner. Practices handle it in intake. Build a recording consent in Consents and attach it to a service, and it goes out when that visit is booked. #### Which languages does transcription support? English. Transcription and note drafting run in English today. #### What audio files can I upload? MP3, M4A or WAV, up to 100 MB per file, one file at a time, on the visit the recording belongs to. #### Can I delete a recording? Yes. Archive moves a recording out of the list. From the archive you can restore it, or delete it permanently, which removes its audio and transcript. Ready when you are #### Stop charting from memory. See the scribe turn a recorded visit into a transcript, suggested records and a draft note in a 15-minute demo. Book a demoExplore every feature ### Built-In Telehealth for Clinical Practices URL: https://ona.health/features/telehealth Telehealth #### Built-in telehealth, inside the visit Ona's built-in telehealth turns any visit into a browser video call. Clinician and patient each get their own link; the patient's arrives in the booking email, the visit reminders and the patient portal, with no app or account. The call's audio can feed the ambient scribe, and the visit is charted and billed like any other. - Browser video, no app - Waiting room - Screen share and picture-in-picture - Recorded for the scribe Ona's built-in telehealth is browser video that belongs to the visit, inside Ona, the AI-native practice management platform. Set a visit to Video call and it gets two links, yours and the patient's. The patient joins from their booking email, a reminder or the patient portal in a modern browser, with no download and no account. It's built for hybrid and telehealth-first practices in behavioral health, women's health, nutrition, primary care, and functional and integrative medicine that want remote visits recorded, charted and billed the same way as in-person ones, without a separate video tool. Each video visit is one clinician and one patient. A video visit before it starts: the countdown, what carries forward from the chart, and the dock you join from. 01 · Why it matters #### A visit, not a meeting. Every tab-hop during a virtual visit is a tiny loss of attention. Patients notice. When video lives in a separate tool, someone has to create the meeting, send the link, remember which call belongs to which patient, and carry the conversation back into the chart afterward. None of that is care, and all of it is easy to get wrong. In Ona the video call is a mode of the visit. The links come from the visit, the recording lands on the visit, and the chart, note and claim are the same ones you use in person. 02 · What you get #### Video that belongs to the visit. #### Two links, sent for you Join a call opens your room from the visit. The patient's own link goes out with the booking email and visit reminders, shows as Join video call in their portal, and can be copied from the visit. #### A waiting room with a clock Patients preview their camera, pick a microphone, camera and background, and see when the doors open: five minutes before the start, until 30 minutes after the scheduled end. #### Screen share, chat and picture-in-picture Share your screen, chat during the call, blur or replace your background, and pop the call into a small window while you chart in another tab. #### Know when the patient is in When the patient joins, Ona tells you with a Join visit button, so nobody sits in an empty room. A connection-quality indicator shows how each side is coming through. #### Recorded for the scribe One setting per visit, on by default, records each participant's microphone on its own track. The transcript feeds the visit Summary, suggested records and the note. #### Charted and billed like any visit Vitals, notes, prescriptions and billing work the same as in person. Video visits default to place-of-service 10 on the claim, and a service can set its own code. On the visit: the recording setting, the patient's link and Join a call, in one place. 03 · How it works #### From booking to signed note. - 01 #### Book it as a video visit Choose Video call when you create the visit, or let the service set it. The visit shows Online instead of a room. - 02 #### The patient gets their link The patient's join link goes out with the booking email and visit reminders and sits on the visit in their portal. Copy it from the visit to send it another way. - 03 #### Both of you join in the browser Choose Join a call on the visit and the call opens in a new tab. The patient waits in the waiting room until the doors open, five minutes before the start. - 04 #### Talk, share, chart Share your screen or chat. Switch to picture-in-picture to keep the patient in view while you chart in the visit. - 05 #### The recording becomes documentation With recording on, each microphone is transcribed after the call. The visit Summary and suggested records update, and you generate and sign the note. 04 · In practice #### Telehealth, for the way you actually work. Therapy and psychiatry #### Sessions recorded into the visit. Run the session on video with recording on. Afterward the transcript sits on the visit, and your DAP or BIRP template drafts from it when you choose Generate. Functional and integrative medicine #### Walk through results on screen. Share your screen to go through a lab report or a plan together, then pop the call into picture-in-picture while you update the chart. Hybrid practices #### Same visit, either way. In person on Monday, video on Thursday: both are visits with the same chart, note templates and billing. Only the way you meet changes. Follow-up care #### The link is already in their inbox. Visit reminders carry the join link and the portal shows Join video call, so a short follow-up starts without anyone hunting for a URL. FAQ #### Common questions about video visits. #### What is built-in telehealth? Built-in telehealth means video visits run inside your practice management platform instead of a separate app. In Ona a video call is a mode of the visit: the links come from the visit, and the recording, note and claim land on that same visit. #### Do patients need to download an app or create an account? No. Patients join from their link in a modern browser on a computer or phone. There is nothing to install and no account to create. #### How does the waiting room work? The patient opens their link, allows the microphone (the camera is optional), previews their video and can pick a background. Joining opens five minutes before the scheduled start and stays open until 30 minutes after the visit's scheduled end. There is no separate admit step. #### Is Ona telehealth HIPAA compliant? Calls are encrypted in transit, recordings are encrypted at rest, and every practice signs Ona's BAA when the workspace is created. The video runs inside Ona, not on a consumer meeting app. #### Can we record telehealth visits? Yes. Each video visit has a recording setting, on by default. Each participant's microphone is recorded and transcribed for the visit. Changing the setting during a call reconnects everyone through the same link. #### Can I chart while I'm on the call? Yes. The call opens in its own tab, and in browsers that support it, picture-in-picture keeps the patient in a small window while you work in the visit. Chat messages in the call are not saved to the record. #### Do you support group visits? Not today. A video visit is one clinician and one patient, and there is no group or shared medical appointment format. #### How are telehealth visits billed? Like any other visit. Video visits default to place-of-service code 10 on the claim, and a service can carry its own code. Ready when you are #### Run video visits from the visit. Book a short demo from the clinician seat. We'll do it by video, naturally. Book a demoExplore every feature ### E-Prescribing and EPCS Software for Clinics URL: https://ona.health/features/e-prescribing E-Prescribing #### E-prescribing and EPCS, built into the patient chart Ona e-prescribing embeds DoseSpot in the patient chart and the visit, so clinicians send prescriptions to the pharmacy without a second login. Staff can queue prescriptions for a prescriber to send, EPCS covers Schedule II-V controlled substances, and sent prescriptions, pharmacy alerts, medications and allergies all come back into Ona. - DoseSpot, inside the chart - Staff queue, prescribers send - Pharmacy alerts in Ona - EPCS add-on E-prescribing (also written electronic prescribing or eprescribing) is sending a prescription from the clinician straight to the pharmacy, instead of on paper, by phone or by fax. In Ona, the AI-native practice management platform, e-prescribing runs on DoseSpot embedded in every patient chart and visit. You write the prescription where you chart, and what happens next (the sent prescription, the pharmacy's requests, medication and allergy changes) comes back to the same record. It's built for US practices that prescribe as part of care: primary care, behavioral health, women's health, functional and integrative medicine, and naturopathic doctors prescribing within their state scope. It fits a solo prescriber, and it fits a group where medical assistants and nurses prepare prescriptions for a clinician to review and send. Set up DoseSpot once, link prescribers and proxies, then open it from any patient chart. 01 · Why it matters #### A prescription isn't finished when you sign it. Refill requests, pharmacy questions and failed sends are where scripts quietly stall. Sending the prescription is the easy part. Then the pharmacy asks for a refill, wants a different strength, can't receive the transmission, or waits on a prior authorization. When those messages live in a separate tool nobody opens between patients, the patient finds out first, at the counter. Ona keeps prescribing and its follow-up on the chart. DoseSpot does the prescribing and the pharmacy network. Ona sends the patient across, brings sent prescriptions back onto the medication list, and puts the pharmacy's side of the conversation in the same notification bell as the rest of your day. 02 · What you get #### Prescribing that stays tied to the chart. #### DoseSpot, inside the chart Open DoseSpot from the patient chart or from a visit. Ona sends the patient's details and pharmacies across first, and if DoseSpot needs something that's missing, it lists exactly which fields to fill in. #### Staff prepare, prescribers send Staff on proxy accounts choose whose queue to write into, with that prescriber's name on screen the whole time. The prescriber is told prescriptions are waiting, and the proxy hears when they're sent. #### Pharmacy news in your bell Refill and change requests, prescriptions that didn't reach the pharmacy, prescriptions not picked up and prior authorization outcomes arrive in Ona. Each of the 11 prescription alerts can be switched off per person. #### Medications and allergies in step Sent prescriptions land on the medication list as read-only records. Allergies sync both ways, medications typed into DoseSpot come back, and charted supplements show up in DoseSpot as self-reported. #### Patients choose their pharmacies Each patient keeps up to five pharmacies from DoseSpot's directory, preferred first. Patients can set them in the portal or during intake, and every one is ready to pick when you prescribe. #### EPCS when you need it E-prescribing is +$45 per prescribing practitioner per month, and EPCS for Schedule II-V controlled substances is a further +$25. DEA numbers are managed in Settings → DoseSpot. Up to five pharmacies per patient, preferred first, all ready in DoseSpot. 03 · How it works #### From setup to the pharmacy and back. - 01 #### Set up DoseSpot once An Owner or Admin provisions the clinic in Settings → DoseSpot, links clinicians as prescribers and staff as proxies, and adds DEA numbers for anyone who prescribes controlled substances. Ona tells the prescriber and the admins when registration is ready or fails. - 02 #### Open DoseSpot from the patient In the patient chart or an open visit, choose DoseSpot under E-Prescribing. Ona sends the patient's details and pharmacies first. If DoseSpot needs a missing field, the screen lists it and opens the profile to fix it. - 03 #### Write it, or queue it Prescribers write and send in DoseSpot, and controlled substances add DoseSpot's EPCS two-factor step. A proxy picks the prescriber whose queue they're writing into, and that prescriber is notified the prescriptions are waiting. - 04 #### The chart catches up Once DoseSpot reports a prescription sent, it appears on the patient's medication list as a read-only record. Medications and allergies changed in DoseSpot come back to Ona when you close it. - 05 #### Pharmacy news comes to you Refill and change requests, failed transmissions, prescriptions not picked up and prior authorization outcomes arrive in Ona's notification bell. You respond in DoseSpot. 04 · In practice #### What this looks like across a real practice. Psychiatry practice #### Controlled substances in the same workflow. Add EPCS, enter each prescriber's DEA registration in Settings → DoseSpot, and controlled prescriptions go through the same DoseSpot screen with its two-factor step at signing. Ona tells you when controlled-substance prescribing is ready. Multi-provider practice #### MAs and nurses prepare, prescribers send. Each staff member gets their own proxy account and queues prescriptions for the clinician they're covering. The clinician sees what's waiting in the bell, reviews it and sends it. Integrative clinic #### Supplements and prescriptions on one list. Supplements charted in Ona appear in DoseSpot as self-reported, so the prescriber sees them while writing. The prescription that goes out lands back on the medication list next to them. Telehealth practice #### The prescription goes out from the visit. DoseSpot sits in the visit's own sidebar, so the clinician prescribes without leaving the visit, to the pharmacy the patient already chose in the portal. FAQ #### Common questions from prescribers. #### What is e-prescribing (electronic prescribing) in Ona? Ona's e-prescribing embeds DoseSpot in the patient chart and the visit, so you send prescriptions electronically to the pharmacy without a separate login. Ona sends the patient's details and pharmacies to DoseSpot, charts sent prescriptions back onto the medication list, and brings pharmacy alerts into its notification bell. #### Does Ona support EPCS for controlled substances? Yes, as an add-on to e-prescribing. Each prescriber needs a DEA registration, which an Owner or Admin adds in Settings → DoseSpot. Identity proofing and two-factor setup happen with DoseSpot, and Ona notifies the prescriber and admins when controlled-substance prescribing is ready or a step fails. Signing uses DoseSpot's EPCS two-factor prompt. #### Can staff prepare prescriptions for a prescriber? Yes. Link a staff member as a proxy in Settings → DoseSpot. When they open a patient in DoseSpot they choose which prescriber's queue to write into, and a banner shows that name the whole time. The prescriber reviews and sends. A proxy can't sign, send or prescribe controlled substances. #### How do pharmacy refill requests work? Refill requests arrive in Ona's notification bell, with a second alert when one is about to expire within a day. You approve or deny them in DoseSpot. Ona doesn't have a separate refill queue of its own. #### Which pharmacies can I send electronic prescriptions to? Any pharmacy in DoseSpot's directory. Search by name and ZIP code, and each result shows what it offers, such as mail order, 24 hours, specialty, compounding or controlled substances. Each patient keeps up to five, preferred first, and all of them are available in DoseSpot when you prescribe. #### Does Ona check for drug interactions and allergies? Ona doesn't run its own interaction checks. It keeps the patient's allergies, medications and supplements in step with DoseSpot, so they're in front of you while you prescribe. Clinical judgement stays with the prescriber. #### Do sent prescriptions show up on the patient's chart? Yes. Once DoseSpot reports a prescription sent, faxed or printed, it appears on the medication list as a read-only record. DoseSpot's medication history (what the patient has filled elsewhere) is available inside DoseSpot but isn't copied into the chart. Add what matters with Add medication. #### What does e-prescribing cost? The e-prescribing add-on is $45 per prescribing practitioner per month. EPCS for controlled substances is a further $25 per prescribing practitioner on top of it. Ready when you are #### Retire the fax machine. Walk through the prescribing flow, including proxies and EPCS, in a 20-minute demo. Book a demoExplore every feature ### Lab Ordering and Lab Results in the EHR URL: https://ona.health/features/labs Labs #### Lab orders and results, on the patient chart Ona Labs lets practices order labs from the patient chart through Junction, Fullscript or a generated PDF requisition, then read every result in one place. Junction orders are tracked from requisition to result, and lab reports from Junction, a fax or an upload are parsed into values against their reference ranges, with trends over time. - Junction, Fullscript or PDF - Tracked order timeline - AI-parsed lab reports - Trends across labs Lab ordering software lets a clinician order tests, follow them and review the results without leaving the patient record. In Ona, the AI-native practice management platform, Labs puts both halves on the chart: order electronically through Junction, from Fullscript's lab catalog, or with a PDF requisition, and read every result in the same Lab Reports page, whichever way it arrived. It's built for practices that order a lot of labs and need to follow them over time: functional and integrative medicine, primary care, women's health and naturopathic doctors. An Owner or Admin turns it on in Settings → Dispensary → Labs, connects the integrations the practice uses, and every patient and visit gets Lab Orders and Lab Reports. Order through Junction or Fullscript, or generate a requisition, from the patient's lab orders. 01 · Why it matters #### Orders belong with the chart. When ordering lives in a lab portal and results arrive as PDFs, the picture never comes together. A typical work-up touches a lab portal to order, the phone to chase status, the fax tray for results and a folder of PDFs nobody can search. The numbers you actually reason from stay locked in documents, one report at a time. Ona keeps orders and results on the patient. Every order sits in one timeline with its status, and every report, from Junction, a fax or an upload, is read into values against their reference ranges, so a marker can be followed across months and across labs. 02 · What you get #### From the order to a reviewed result. #### One menu, three ways to order Order labs offers Order via Junction for an electronic order with tracked status, Order via Fullscript for Fullscript's lab catalog, and Lab Requisition for a signed PDF that needs no integration at all. #### Every Junction order, tracked A timeline from Ordered through Requisition created and Partial results to Completed, with the requisition and any ABN attached. Cancel an order, or mark an on-site draw completed, from the same page. #### Results read for you Junction results, faxed lab reports and anything you upload are parsed into values with their LOINC code, unit, flag and reference range, next to the original document. Clinicians accept each value. #### Critical results don't wait A report with a critical value opens with an Acknowledge prompt. For Junction orders, the ordering clinician is notified, and alerted again after 15 minutes if nobody has acknowledged it. #### Trends across every lab Trends charts any marker across the patient's reports, matched by LOINC code, so results from different labs line up on one line. Select a point to open the report it came from. #### Requisitions filled in from the chart The PDF pulls in the patient's details, the ordering provider's NPI, primary and secondary insurance and ICD-10 codes. Fax it to the lab, print it, or share it to the patient portal. The original report on the left, every value against its range on the right. 03 · How it works #### From the visit to a reviewed result. - 01 #### Turn Labs on An Owner or Admin turns on Labs in Settings → Dispensary → Labs, provisions Junction, and connects Fullscript if the practice uses it. Requisitions work with no integration at all. - 02 #### Order from the chart In the patient's Lab Orders, or a visit's, choose Order labs. Junction shows each test's collection method, turnaround and lab fee, with the patient's ZIP code applied and their insurance for lab billing shown before you order. - 03 #### Follow the order Junction orders update on their own. An Action required badge means the lab needs something, and the ordering clinician is notified. Junction can also text and email patients about draws and results. - 04 #### Review the results Results open in Lab Reports beside the original document. Accept values, acknowledge critical results, mark the report reviewed, and follow each marker in Trends. - 05 #### Share with the patient Share a requisition or a Junction order to the patient portal. Lab reports show there as Pending review, and values appear once a clinician has accepted them. 04 · In practice #### Made for lab-heavy practices. Functional medicine #### Panels from several labs, one trend line. Junction results land as parsed reports, and specialty results from elsewhere can be uploaded and parsed the same way. Trends lines markers up by LOINC code, so the baseline and the follow-up read side by side. Primary care #### Routine panels without the fax tray. Order a panel through Junction from the visit, follow it on its timeline, and get the result as a report on the chart. Normal, abnormal and critical results notify the ordering clinician separately. Practice without a lab integration #### The paper route, done properly. Generate a requisition with insurance and ICD-10 codes already filled in, fax it from Ona or share it to the portal, then upload the result when it comes back to have the values read. Group practice #### Results reach the clinician who ordered them. Junction alerts go to the ordering clinician, or to the practice owners when that clinician can't be found. Each person chooses which lab alerts they want. FAQ #### Common questions. #### Can I order labs from the patient chart? Yes. A patient's Lab Orders page, and the same page inside a visit, has an Order labs menu: Order via Junction for an electronic order with tracked status and results, Order via Fullscript for Fullscript's lab catalog, and Lab Requisition for a PDF you fax, print or share. Every order shows in one timeline. #### Which labs and tests can I order through Junction? Junction is Ona's electronic lab ordering integration, and what you can order follows Junction's catalog. Filter by lab, search tests by name or code, and switch between panels and à la carte tests. Each test shows its collection method, turnaround and lab fee before you add it. #### How does Fullscript lab ordering work in Ona? Order via Fullscript opens Fullscript's lab catalog inside Ona. The order and any payment are handled in Fullscript, then the order appears in Lab Orders with its status, and the results PDF opens from it. Fullscript is connected per clinician, with your own practitioner account, and the patient needs an email address. #### Do lab results come back into the chart automatically? Junction results do: they arrive as lab reports and are parsed into values. A lab result that arrives by fax becomes a report once the fax is filed to the patient as lab results. Fullscript results come as a PDF, and requisition results come back however the lab sends them, so upload those to Lab Reports to have the values read. #### What happens when a lab result is critical? The report opens with “Critical result - acknowledge now”, and an Owner, Admin or clinician records that it's been seen. For Junction orders, the ordering clinician is notified straight away and alerted again after 15 minutes if nobody has acknowledged it. #### Can patients see their lab results in the patient portal? Yes, when Labs is on. Lab reports appear in the portal as Pending review until a clinician marks them reviewed, and only values a clinician has accepted are shown. Requisitions and Junction orders you share appear there too, with the requisition to download. Sharing doesn't send the patient a notification. #### Do I need a lab integration to use Labs? No. Lab Requisition generates a signed PDF filled in from the chart without any integration, and Lab Reports parses any report you upload. Junction and Fullscript are optional, and add electronic ordering and tracked status. Ready when you are #### Stop chasing lab results. Bring the panels you order most to a 15-minute walkthrough. We'll show the order, the timeline and the parsed report. Book a demoExplore every feature ### Supplement Protocols and Dispensary in the EHR URL: https://ona.health/features/supplements Supplements #### Supplement protocols and dispensing, on the patient chart Ona Supplements charts every supplement a patient takes or you recommend, coded from the NIH label database of more than 100,000 products. Build supplement protocols as templates and chart a whole protocol in one step, start from a cited starter library, hand patients a printable list, and dispense through Fullscript when your practice uses it. - NIH label database - Supplement templates - Cited starter library - Optional Fullscript dispensary A supplement dispensary platform lets a practitioner recommend, track and dispense supplements for patients. In Ona, the AI-native practice management platform, Supplements does that on the patient chart: every supplement is a coded record from the NIH Dietary Supplement Label Database, supplement protocols are templates you chart in one step, and a Fullscript dispensary is there when your practice sells through it. It's built for functional and integrative medicine, naturopathic doctors and dietitians, where supplements are a large part of the plan and patients take things nobody prescribed. An Owner or Admin turns it on in Settings → Dispensary → Supplements. Charting supplements doesn't need a Fullscript account. What the patient takes and what you recommend, coded and dosed, on one page. 01 · Why it matters #### Supplements belong on the chart, not in an email. Patients take more than you prescribe, and a protocol nobody charted is invisible at the next visit. The supplement picture usually lives in three places: what the patient says they take, the protocol you emailed after the visit, and whatever they ordered from a dispensary. None of it sits next to the medication list, so the next clinician, and the next prescription, starts without it. Ona charts supplements the way it charts medications: coded, dosed, with a status and a source. Protocols you recommend often become templates, and the whole list is in front of the prescriber, in Ona and in DoseSpot. 02 · What you get #### Supplement protocols, charted properly. #### The NIH label database, built in Search an ingredient, brand or product across more than 100,000 labels, chart an ingredient without a product, or type a custom entry. Hover any charted product to see its Supplement Facts per serving. #### Protocols as templates Save the supplements you recommend together, with doses and instructions, under Library → Supplements. Add supplement offers your templates first: untick what doesn't fit and chart the rest at once. #### A starter library with sources 15 starter templates in six groups, from vitamin D and iron repletion to pregnancy and migraine prevention. Doses appear only where a guideline states them, and every template lists its references. #### Picked up from visits and intake Supplements a patient mentions in a visit, an intake form or an interview are added to the chart flagged for review, and stay flagged until a clinician accepts them. #### A list the patient can keep Export, print or fax the patient's current supplements as a PDF, with how to take each one, straight from their Supplements page. #### Fullscript, when you dispense Recommend via Fullscript opens Fullscript's catalog inside Ona, and the patient's Fullscript plans and orders show beside what's charted. Each clinician connects their own Fullscript account. Pick a protocol, untick what doesn't fit, and chart the rest together. 03 · How it works #### From a protocol to the patient's chart. - 01 #### Turn Supplements on An Owner or Admin turns on Supplements in Settings → Dispensary → Supplements. Patients and visits get a Supplements page, the chart gets a Supplements section, and the Library gets Supplements for templates. - 02 #### Build or import your protocols In Library → Supplements, create a template with a name, an internal note on when to use it and its supplements, or import a starter template and swap in the products you stock. - 03 #### Chart in the visit Add supplement offers your templates, then a single-supplement search. Set the source, status, dose and dates. Supplements added in a visit are linked to it, and earlier ones carry forward in one click. - 04 #### Share the list Export, print or fax the current list for the patient. Charted supplements also appear in DoseSpot as self-reported, so prescribers see them while they write. - 05 #### Dispense through Fullscript, if you use it Choose Recommend via Fullscript to build a plan in Fullscript's catalog. The plan and the patient's orders then show on their Supplements page. Start from 15 cited templates, then swap in the products you stock. 04 · In practice #### Made for integrative workflows. Functional medicine #### A gut protocol in one step. Save the protocol once as a template. At the visit, pick it, untick what doesn't fit this patient, and chart the rest. Anything the patient already takes is skipped, so nothing is charted twice. Naturopathic doctor #### Dispense through Fullscript, keep the record in Ona. Recommend through Fullscript from the patient's Supplements page, and the plan and orders show up there next to the supplements you charted, instead of in a separate tab. Integrative primary care #### Supplements in front of the prescriber. Charted supplements appear in DoseSpot as self-reported entries, so whoever writes the next prescription sees the magnesium and the St. John's wort along with the medications. Nutrition and dietetics #### A handout instead of a sticky note. End the visit by printing or exporting the patient's current supplements as a PDF, with how to take each one, so the plan goes home in writing. FAQ #### Common questions. #### What is a supplement dispensary platform? It's software that lets a practitioner recommend, track and dispense supplements for patients. In Ona, supplements are coded records on the patient chart, supplement protocols are templates you chart in one step, and Fullscript is the optional dispensary for patients to order through. #### Do I need Fullscript to use supplements in Ona? No. Charting, templates, the starter library and the PDF handout all work without it. Connecting Fullscript adds its catalog and shows the patient's Fullscript plans and orders on their Supplements page. Each clinician connects their own Fullscript account, and the patient needs an email address. #### Where does the supplement data come from? From the NIH Dietary Supplement Label Database. A charted product is coded by its DSLD label and an ingredient by its FDA UNII code, and products show their Supplement Facts. For anything the database doesn't have, use a custom entry, which carries no label facts. #### How do supplement templates work? A template is a named set of supplements with doses and instructions. When you apply one, you choose the source and start date and untick anything you don't want. Supplements the patient already has as current are skipped. Retire a template to hide it, and deleting one never touches supplements already charted. #### Are the starter supplement protocols evidence-based? Each of the 15 starter templates lists its references, and doses are filled in only where a cited guideline states them. They name ingredients, never brands, so review the doses and swap in the products you stock before using one. #### Can patients see their supplements in the patient portal? Not today. Share the list as a PDF instead: export, print or fax the patient's current supplements from their Supplements page. #### Does Ona check supplement interactions? No, Ona doesn't run interaction checks on supplements. Charted supplements are sent to DoseSpot as self-reported entries, so they're on the list a prescriber sees while writing a prescription. Ready when you are #### Chart the protocol, not just the plan. Bring a protocol you recommend often to a 15-minute walkthrough. We'll build it as a template and chart it on a patient. Book a demoExplore every feature ### Med Spa Procedure Charting and Inventory Software URL: https://ona.health/features/procedures Procedures & Inventory #### Procedure charting and clinic inventory for med spas and in-office care Ona procedures record injections and in-office procedures on the patient's visit: numbered injection points on face or body diagrams or the patient's own photo, before-and-after images, and a CPT code billed on the visit's claim. With inventory on, completing a procedure deducts the products used, and stock is tracked at each location. - Injection-site maps - Before & after photos - 23 starter templates - Stock tracked by location Ona Procedures is procedure charting and clinic inventory inside Ona, the AI-native practice management platform. Each procedure lives on the patient and the visit: notes, a CPT code, photos, and injection points mapped on a face or body diagram with the product and quantity used. Inventory tracks those products at each location and deducts them when the procedure is completed. It's built for med spas and aesthetics practices first, for neurotoxin, filler and skin work, and for any practice doing in-office procedures: biopsies, joint and trigger-point injections, IUD and implant insertions. When a med spa opens its practice in Ona, Procedures, Memberships and Inventory are selected by default. Every point on the map carries its label, the product and the units used. 01 · Why it matters #### The record of what went where, and what it used. Aesthetic and in-office procedures are documented in detail a plain note handles badly: which points, how many units, which product, what the skin looked like before and after. When that lives on paper face charts and the stock count lives in a spreadsheet, neither stays right for long. Ona keeps both in one place. The map, the photos and the products belong to the procedure on the visit, and completing the procedure is what moves the stock. The record and the count stop drifting apart. 02 · What you get #### Charting and stock, in one motion. #### Injection-site maps Place numbered points on Face - front, Face - side or Body - full diagrams, or on a photo of the patient. Each point has a label, notes and, with inventory on, a product and quantity. Add as many sites as the procedure needs. #### Before, during and after Upload photos at the desk or take them on a phone, in JPG, PNG, WebP or HEIC up to 25 MB. Mark each one Before, After, During, Injection site or Other, and add a caption. #### Templates for what you repeat Save any recorded procedure as a template, or import from 23 starter templates across neurotoxin, dermal filler, medical neurotoxin, musculoskeletal, skin and office procedures. Only the onabotulinumtoxinA templates state doses, cited from the label. #### Billed from the visit Add a CPT code to the procedure and it's billed on the visit's claim once the procedure is completed. Record a procedure with No visit when it shouldn't be billed. #### Stock that follows the care Completing a procedure deducts the products on its injection points, once and never twice. Service protocols deduct what a service uses when its visit is processed, and invoices can sell retail items straight from stock. #### Alerts before you run out Each item has a reorder threshold and an expiry alert. The Alerts tab lists low stock with a quick Receive, and stock expiring within 7, 30, 60 or 90 days with a quick Write-off. 03 · How it works #### From a template to a completed procedure. - 01 #### Turn on Procedures and Inventory Owners and admins switch on Procedures under Settings → Procedures, and Inventory under Settings → Inventory if you want stock tracked. Import starter templates from Library → Procedures. - 02 #### Add the procedure From the patient's chart or the visit, click Add procedure, pick the visit (or No visit, which isn't billed), and start from a template or a blank record. - 03 #### Map, photograph, code Place the injection points on the diagram, set the product and quantity for each, and add before photos and the CPT code. Click Start when you begin. - 04 #### Complete it Complete procedure records the time it was performed and deducts the assigned products from stock. Stop procedure records a reason and deducts nothing. - 05 #### Bill it and reuse it The CPT code goes on the visit's claim. Save the procedure as a template if you'll do it again: the diagram points and code come with it, and the notes if you choose. 04 · Inventory #### Stock, Movements, Alerts and Protocols. Inventory is switched on under Settings → Inventory and used by owners, admins and staff. Stock #### Every item, at every location. Reach for this to know what you have, where it is and what it cost. Receive stock with its expiry date and cost, adjust a count, or write off what's expired or damaged with a reason. Write-offs can't be undone, so the history stays honest. - Items with a category (Injectable, Filler, Retail or Supply), unit, unit cost, SKU and sale price - Stock tracked per location, with transfers between locations - Every movement logged: Received, Transfer out, Transfer in, Adjusted, Write-off, Consumed - Movements filtered by item, type, location and date Consumption #### Three ways stock goes out. Reach for this so the count follows the care, not an end-of-month recount. Protocols are set per service type on the Protocols tab. Editing or deleting a line on a draft invoice updates its stock movement, so the count matches what was actually sold. - Completing a procedure deducts its injection-point products once - A service's protocol deducts its products when the visit is processed - Each invoice line for an inventory item records its own Consumed movement - Low-stock and expiring items listed on the Alerts tab Inventory → Stock: what's on hand at each location. 05 · In practice #### What this looks like on a real day. Med spa injector #### Forehead and glabellar lines, charted in a minute. Start from the neurotoxin template, adjust the points on the face diagram, and set the units per point against the vial in stock. Complete the procedure and the units come off inventory. Aesthetics practice manager #### A count you don't have to redo. Received vials carry their expiry and cost. The Alerts tab shows what's running low and what expires within 30 days, with Receive and Write-off one click away. Dermatology or family practice #### Biopsies with the code already attached. A punch biopsy from the starter template already carries its CPT code. Add photos and notes, complete it, and the code is on the visit's claim. Multi-location clinic #### Stock where it actually is. Each location keeps its own stock. Transfer filler between sites and both sides log the movement, so neither count is a guess. FAQ #### Common questions about procedures and inventory. #### What is procedure charting software? Procedure charting software records what was done in an in-office procedure, including sites, products, quantities, photos and billing codes, on the patient's record. In Ona it sits on the visit inside the EHR, next to the note, the claim and your inventory. #### Which diagrams can I map injections on? Face - front, Face - side and Body - full, in female or male artwork that follows the patient's recorded gender, or any photo uploaded to the procedure. A procedure can have several mapped sites. #### Does completing a procedure deduct inventory automatically? Yes, when Inventory is on and the injection points have a product and quantity. Ona deducts them once when you click Complete procedure and never deducts twice. Stopping a procedure deducts nothing, and archiving one doesn't put stock back. #### Do the procedure templates include doses? Only the onabotulinumtoxinA templates state doses, taken from the product label. The filler and steroid templates leave doses for your clinician to set. All 23 starter templates are starting points to review and adapt. #### Can I track inventory across multiple locations? Yes. Stock is tracked per location, and a transfer logs a Transfer out at one location and a Transfer in at the other. Movements can be filtered by item, type, location and date. #### Does Ona track lot numbers? Not today. Received stock records its expiry date and cost, and the Alerts tab shows stock expiring within 7, 30, 60 or 90 days, but individual lot numbers aren't tracked. #### Can I sell retail products from inventory on an invoice? Yes. Give an inventory item a sale price and add it to an invoice, and each line records the matching stock movement. Editing or deleting the line on a draft invoice updates it; voiding an issued invoice doesn't return the stock. Ready when you are #### Chart the procedure. Let the stock follow. Book a demo and we'll map a neurotoxin treatment from a starter template and show the stock move when it's completed. Book a demoExplore every feature ### Patient Portal Software with Self-Service URL: https://ona.health/features/patient-portal Patient Portal #### Patient portal: visits, forms, records and bills in one login Ona's patient portal is a secure web app, on a phone or computer with nothing to install, where patients manage their visits, complete forms, consents and interviews, read the notes, files and lab results you share, message your team, and pay their invoices. Parents and caregivers can act for a child, and the portal shows your practice's logo and colors. - Invite by link or QR code - Reschedule, cancel, join video - Records, lab results and shared files - Pay invoices, join memberships Ona's patient portal is a secure web app where patients manage their visits, complete forms, consents and interviews, read the notes, files and lab results you share, message your team, and pay their invoices. It runs in the browser on a phone or a computer, with nothing to install. It's part of Ona, the AI-native practice management platform, so everything a patient does lands in the same chart, inbox and ledger your team already works in. It fits any practice that wants fewer calls to the front desk: primary care, behavioral health, nutrition, functional and integrative medicine, direct primary care and med spas. Patients see your logo and your colors, parents and caregivers can act for a child, and nothing reaches the patient until you share it. The portal home: the next visit, what needs doing, and everything else one tap away. 01 · Why it matters #### Most of the relationship happens between visits. Rescheduling, paperwork, results and bills. Each one is a phone call if patients can't do it themselves. A patient who has to call to move an appointment, ask for a form, find out whether a result is back or pay a bill is a patient on hold, and a front desk that isn't doing anything else. Multiply that by every patient, every week. A good portal takes those calls off the phone without making patients learn your software. It shows them what's next and what needs doing, and it keeps out everything they don't need to see: internal notes, unreviewed lab values, template names meant for clinicians. 02 · What you get #### One login for visits, forms, records and bills. #### Invited to their own record Share a setup link or show a QR code from the patient's chart. Patients sign in with email, Google or Apple, then confirm their details, emergency contact, pharmacies, insurance and a card on file. Ona reads insurance card photos and fills in what it can. #### Visits they manage themselves The home page leads with the next visit, with Join video call and a countdown for online visits. Patients can reschedule or cancel a future visit. If a late-cancellation or reschedule fee applies, they see the amount before they confirm. #### Health records you choose to share Shared notes download as PDFs. Shared photos, videos and documents can be single files or whole folders that stay up to date. Diagnoses, medications and allergies are listed. Lab values appear only after your team accepts them. #### One secure conversation Patients message your care team in one secure thread and can attach files. Your team answers from Omnichannel. Internal notes never reach the portal, and group chats appear only for patients you add to them. #### Bills, cards and memberships Invoices sort into To pay and History, and Pay now opens a Stripe checkout. Patients can enter a promo code, update the card on file, and join or cancel a membership without calling. #### One sign-in for the family A parent or caregiver you add as a guardian switches to the child's profile from their own login. There they fill in forms, manage visits, pay invoices and read records. For a minor, guardian access ends on their 18th birthday. Patients move their own visit to an open slot. No phone call needed. 03 · How it works #### From invite to paid invoice. - 01 #### Invite the patient From the patient's chart, share a setup link or show a QR code at the front desk. The patient signs in with email, Google or Apple and verifies their email. Their login is tied to the record you already have. - 02 #### They finish setup Patients confirm their profile, emergency contact and pharmacies. Then they add insurance, from card photos Ona reads, and a card on file through Stripe. You decide whether insurance and a card are required. - 03 #### Before the visit A Needs your attention strip shows forms to fill, consents to sign, interviews to do and bills to pay. Patients can reschedule or cancel, and join online visits with one tap. - 04 #### After the visit Notes you share, lab results your team has accepted, and files from the visit appear in Health records. If you use care plans, patients tick off their steps and download the plan as a PDF. - 05 #### Between visits Patients message the care team, pay invoices, join or cancel a membership, and manage notifications and two-step verification in Settings. “I went from calling my old clinic and sitting on hold to doing everything in one app. I know when my next visit is, I can see my results, and I don't miss the phone.” 04 · In practice #### What it changes for your practice. Cash-pay and membership practices #### Payment without the phone call. Patients pay invoices through Stripe checkout, apply promo codes on self-pay invoices, and join or cancel memberships billed to the card on file. Pediatrics and family care #### One login for a parent and their children. Guardians switch between their own profile and each child's from the Family cards on the home page. Each card shows the forms and consents still to do. Behavioral health #### A quiet place for a sensitive relationship. Forms show the patient-facing title you choose, or simply “Form”, never the internal template name. Patients message one care team in one thread, and internal notes stay internal. Functional and integrative medicine #### Results that arrive with context. Lab results reach the portal only after your team accepts the values, alongside the original report. Care plans, shared documents and the food journal sit under the same login. Health records on a phone: shared notes and the basics of the chart. FAQ #### Common questions. #### What is a patient portal? A patient portal is a secure website where patients handle their own care admin. In Ona's portal that means managing visits, completing forms, consents and interviews, reading shared records and lab results, messaging the care team, and paying invoices, all from one login. #### What can patients do in Ona's patient portal? Patients can reschedule or cancel future visits and join online visits. They can complete forms, consents and interviews, read notes and files you share, and see lab results after your team accepts them. They can also tick off care plan steps, message the care team, pay invoices, update their card on file, and join or cancel memberships. Forms and appointment confirmations can also go out as secure links that work without signing in. #### Do patients need to download an app to use the patient portal? No. The portal is a web app that works in any modern browser on a phone, tablet or computer. Patients open their invitation link, sign in and use it. There's no app store download. #### Can patients see their lab results and visit notes in the portal? Only what you release. Notes appear when your team shares them, and patients can download them as PDFs. Lab reports show the original document, and lab values appear only after your team accepts them. Photos and documents appear when you share them. #### Can a parent or caregiver manage a child's portal account? Yes. Your team adds a guardian from the patient's Details & Settings. The guardian switches to the child's profile from their own portal. There they can fill in forms and consents, manage visits, pay invoices and read records. Messages and the food journal aren't available while acting for a child. For a minor, access ends on their 18th birthday. #### Can we brand the patient portal with our logo and colors? Yes. Your logo appears in the portal header. An accent color and a light background color, set in Settings → Practice → Organization, apply to the portal and to your welcome page, booking page, form links and sign-in pages. Leave them unset and patients see Ona's default colors. #### Is the patient portal HIPAA compliant? Yes. Patient data is encrypted in transit and at rest. Patients see only their own record, plus a family member's when your team makes them that person's guardian. Patients can turn on two-step verification with an authenticator app, and every practice signs Ona's BAA when the workspace is created. #### Can patients connect wearables or upload their own records? Not today. There's no Apple Health, Google Fit or wearable connection. Patients can attach files to their secure conversation with your team and to interviews, and they add photos of their insurance card during setup. Ready when you are #### Give patients a reason to open the portal. Walk through the patient side in a 15-minute demo, then see your side of the same chart. Book a demoExplore every feature ### Patient Care Plan Software with Goals and Versions URL: https://ona.health/features/care-plans Care Plans #### Patient care plans with goals, steps and versions you publish Ona care plans are patient-facing plans of care built into the EHR: health concerns, measurable goals, ordered recommendations and a checklist of steps the patient ticks off in the portal. You edit a private draft and publish when it's ready, and every published version is kept with the exact PDF the patient received. - Draft, then publish - Goals with targets & reviews - Patient steps in the portal - Every version kept as a PDF Ona care plans are the patient-facing plan of care inside Ona, the AI-native practice management platform. A plan sets out what you're treating, what you're aiming for, what the patient should do and the steps to tick off before the next visit. It's written for the patient, published to their portal and kept as a versioned PDF. It's built for practices that manage patients between visits: primary care and direct primary care running chronic-disease programs, behavioral health setting treatment goals, functional medicine protocols and post-operative recovery. Care plans are also the foundation of chronic care management, because Care Time is logged against the patient's active plan. One active plan per patient: concerns, goals, recommendations and the steps the patient ticks off. 01 · Why it matters #### The note says what happened. The plan says what happens next. Much of what decides a chronic patient's outcome happens between visits: the walking, the home blood-pressure log, the medication taken every morning. Yet the plan usually lives in the last paragraph of a clinical note the patient never reads, or on a printout that's out of date by the next appointment. A care plan in Ona is written to be read by the patient. It sits in their portal in plain language, with steps they can tick off, and it changes only when you decide to publish a new version. 02 · What you get #### A plan you control, in words the patient can follow. #### Draft privately, publish deliberately Edits stay in a draft. When something the patient would read changes, a banner tells you they're still seeing the last version until you click Publish. Ticking a step doesn't trigger it; real content changes do. #### Goals you can measure Each goal has a baseline, a target, a short or long term, a target date and a next review date, with a status of Not started, In progress, Achieved, Not achieved or On hold. #### Steps the patient ticks off Patient steps show in the portal as a checklist. When the patient ticks one, your side shows it as ticked by the patient. Steps reach the patient straight away; they don't wait for a publish. #### Every version kept Each published version is frozen with its content and the exact PDF the patient received, so you can show what they were told months later. A PDF of unpublished edits is stamped as a working copy. #### Templates and starter protocols Build a template once and apply it to any patient; its dates are offsets from the plan's start. Four starter protocols ship to import and adapt: hypertension, type 2 diabetes, weight management and post-operative recovery. #### Plain language for patients The portal shows Your steps, What we're working towards and What to do. A goal marked Not achieved reads as “Still working on it.” Internal notes and CCM enrollment never reach the patient. What the patient sees: plain-language sections and steps they tick off themselves. 03 · How it works #### From a template to the plan the patient follows. - 01 #### Turn on Care Plans An owner or admin turns on Care Plans under Settings → Care Plans. Every chart gets a Care Plans tab, and Library gains Care Plans for your templates and the starter protocols. - 02 #### Start from a template or a blank plan On the patient's Care Plans tab, choose New plan, then From template or Blank plan. Applying a template copies it into a draft, so later template edits never change this plan. - 03 #### Write it for this patient Add the summary, the health concerns (an ICD-10 diagnosis or plain language), goals with targets and review dates, recommendations in the order the patient should read them, and photos or videos from the chart. - 04 #### Activate Activate makes the plan live and publishes version 1 to the patient's portal. A patient has one active plan at a time, so any earlier active plan is superseded. - 05 #### Publish changes, track progress Update goal statuses as the patient progresses and publish when the patient-facing content changes. When the plan ends, deactivate it with a reason, or clone it into a fresh draft. 04 · In practice #### What this looks like on a real day. Primary care #### A hypertension plan in a few minutes. Import the hypertension starter protocol, apply it to the patient, replace the placeholder targets with their real blood-pressure goal and review date, and activate. The patient opens a plan with three things to do and two steps to tick. Chronic care program #### The plan that CCM runs on. With chronic care management on, the active care plan is what the patient is enrolled against. Staff log care time to it through the month, and the month closes into draft CCM claims. Behavioral health #### Treatment goals the client can see. Short- and long-term goals with plain-language status keep the work visible between sessions, and every change the client sees is a published version you can produce later. Post-operative care #### Recovery instructions that stay current. The post-operative starter covers activity restrictions, wound care and when to seek urgent help. Write in your own instructions, attach a wound photo from the chart, and publish an update after each check. FAQ #### Common questions about care plans. #### What is a patient care plan? A care plan is a forward-looking plan of care: the health concerns being treated, the goals, the recommendations and the steps the patient should take before the next visit. In Ona it's written for the patient and published to their portal, rather than buried in a clinical note. #### Do patients see my draft edits? No. Patients only ever see the last published version. The exception is patient steps, which reach the patient as soon as you add them. #### Can a patient have more than one care plan? A patient has one active plan at a time. Activating a new plan supersedes the old one automatically, and the old plan stays in the patient's history. #### Does editing a care plan template change plans already in use? No. Applying a template copies it into the patient's plan, so template edits only affect plans you create afterwards. Deactivate a template to stop it being applied while the plans built from it stay readable. #### Can I attach documents to a care plan? You can attach photos and videos that are on the patient's chart, or upload new ones to the chart and attach them. PDFs and other documents can't be attached to a care plan today. #### Can patients download their care plan as a PDF? Yes. Patients download the published plan as a PDF from the portal, and your team can download any published version from the plan's Versions list. #### How do care plans relate to chronic care management? CCM enrollment and care time are tied to the patient's active care plan. Turn on Track care-management time under Settings → Care Plans to log minutes against the plan and close them into CCM claims each month. Ready when you are #### Give patients a plan they'll follow. Book a demo and we'll build a care plan from one of the starter protocols together. Book a demoExplore every feature ### Chronic Care Management (CCM) Software URL: https://ona.health/features/chronic-care-management Chronic Care Management #### Chronic care management software that turns care time into claims Ona's chronic care management software logs the minutes your team spends on patients between visits, with a timer or by hand, against their active care plan. Enrollment checks for a signed CCM consent, and each month a previewed close turns qualifying time into draft CCM claims priced from your fee schedule. - Timer or manual logging - Consent-checked enrollment - Preview before you close - Draft CCM claims each month Ona Care Time is the chronic care management software inside Ona, the AI-native practice management platform. Staff and clinicians log the phone calls, medication reviews and care coordination they do between visits against the patient's active care plan. At the end of the month, Ona checks every patient against your thresholds and drafts the CCM claims. It's built for primary care and internal medicine practices with Medicare patients living with chronic conditions, where hours of between-visit work have never been counted. CCM runs on care plans, so you switch it on from Settings → Care Plans. Care Time on the chart: the month's minutes, split by staff and clinician. 01 · Why it matters #### The work between visits is real work. Count it. Chronic patients generate a steady stream of calls, refill questions, specialist coordination and record review. It takes real hours, and in most practices nobody writes it down, so it goes unbilled month after month. Ona counts it as it happens, against the plan it serves. The harder part is knowing whether the month is billable: enrollment, consent, the code thresholds and your prices all have to line up. Ona checks each one and tells you plainly when one doesn't. 02 · What you get #### Care time you can bill, and a reason when you can't. #### A timer that follows you Start the timer on a patient's Care Time tab and it stays with you across the app: pause, resume, discard, or stop and log. It survives a page refresh. Or log time by hand for work you've already done. #### Staff or clinician, set by role Whether minutes bill as staff time or clinician time comes from the role of the person whose time it is, not from a dropdown. Owners, admins and doctors log on the clinician codes; staff on the staff codes. #### Consent-checked enrollment A patient is enrolled against their active care plan, and only with a signed consent of the Care Management type. The consent library includes a Chronic Care Management Enrollment consent to send. #### A code ladder you can check By default, 99490 from 20 staff minutes with 99439 add-ons, and 99491 from 30 clinician minutes with 99437 add-ons, each add-on capped at two units. Verify the thresholds against current CMS rules for the year you bill. #### Preview before you close Run preview evaluates every patient exactly as the close would, without writing anything. Blocked patients come first, each with the reason, such as a missing consent or an unpriced code, and a way to fix it. #### Draft claims, priced by you Closing drafts one insurance claim per patient, dated the last day of the month, with up to four ICD-10 codes from the care plan and a line per code, priced from your fee schedule. Ona ships the codes, not the prices. The monthly close, previewed: who has enough minutes, who falls short and what's blocked. 03 · How it works #### From a logged phone call to a draft claim. - 01 #### Turn it on and price the codes Under Settings → Care Plans, turn on Track care-management time and set the minimum billable minutes (20 by default) and the place-of-service code (11 by default). Then add prices for the CCM codes under Settings → Billing → Fee Schedule. - 02 #### Enroll the patient Give the patient an active care plan and a signed Care Management consent, then click Enroll on their Care Time tab. Time logged before enrollment still counts once they're enrolled, as long as that happens before the month closes. - 03 #### Log time as you work Start the timer, or log time manually with the activity, such as a phone call, patient message, care coordination, medication management or care plan review, plus the minutes and a short note. - 04 #### Preview the month In Billing → Care Time, pick the period and click Run preview. Every patient shows staff and clinician minutes and whether they bill, fall short or are blocked, and why. - 05 #### Close into draft claims Close period drafts the claims and marks the time as claimed. If nobody closes it, the month closes automatically at 03:00 UTC on the 2nd, skipping anything blocked. 04 · In practice #### What this looks like on a real day. Primary care practice #### A month of phone calls, finally on a claim. A nurse logs calls and a medication review for a patient with diabetes across the month. On the 2nd the month closes on its own, and a draft 99490 claim is waiting in Claims for review. Practice manager #### Nothing blocked goes unnoticed. The first week of each month starts with Run preview. A patient whose consent isn't on file shows as blocked with its fix, instead of quietly missing the automatic close. Physician-owner #### Clinician time billed as clinician time. When the owner reviews a patient's records and coordinates with a specialist, the minutes land on the clinician codes because of their role. Nobody picks a rate. Clinical director #### The program, in one report. Reports → Chronic care management shows minutes logged, enrolled patients and how many reached 20 minutes each month, so the reach of the program is visible at a glance. FAQ #### Common questions about CCM in Ona. #### What is chronic care management software? Chronic care management (CCM) software tracks the time a care team spends on patients with chronic conditions outside visits and turns qualifying months into CCM claims. In Ona it runs on the patient's care plan inside the EHR, so time, consent, diagnoses and claims share one record. #### Which CCM codes does Ona bill? By default, 99490 for 20 or more minutes of staff time with 99439 add-ons per further 20 minutes, and 99491 for 30 or more minutes of clinician time with 99437 add-ons per further 30 minutes, each add-on capped at two units. One base code is billed per patient per month. The thresholds come from a configurable ladder, so verify them against current CMS rules for the year you bill. #### Is patient consent required for CCM? Yes. Ona only enrolls a patient with a signed consent of the Care Management type, and the consent library includes a Chronic Care Management Enrollment consent. Without one, the patient is blocked at close. #### What does the monthly close create? Draft insurance claims: one per patient, dated the last day of the period, with up to four ICD-10 codes from the care plan's health concerns. They join your other claims for review and submission. The underlying time is marked as claimed and can't be edited afterwards; corrections happen on the claim. #### Can I fix a care time entry after logging it? Unclaimed entries can be voided with a reason and logged again; they're never deleted. Once a month is closed, its time is frozen. #### Who can log time and close the month? Clinicians log their own time, and owners, admins and front-desk staff can also log time for a teammate. Only owners, admins and staff can preview and close the month. #### Do I need care plans to use CCM? Yes. Track care-management time lives under Settings → Care Plans and appears once Care Plans is on, because every minute is logged against the patient's active plan. Ending a plan ends its enrollment, so enroll the patient again on the new plan. #### Does Ona support RPM, PCM or behavioral health integration codes? Not today. Care Time covers chronic care management codes only, not remote patient monitoring, principal care management or behavioral health integration. Ready when you are #### Count the care you already give. Book a demo and we'll walk through a month of care time, from the first logged call to the draft claim. Book a demoExplore every feature ### Food Journal App for Dietitians and Practices URL: https://ona.health/features/food-journal Food Journal #### Food journal: patients log meals, you see the trends Ona's food journal lets patients log meals in the patient portal by searching USDA FoodData Central or snapping a photo that Ona turns into a draft they confirm. Calories and macros fill in from the food data. On the patient's chart, you set daily targets and review calorie, macro and meal trends, compliance and every entry. - Search USDA foods or snap a photo - Per-patient targets and presets - Hide calories from patient - Trends and compliance on the chart Ona's food journal is meal logging in the patient portal, paired with a nutrition view on each patient's chart. Patients search USDA FoodData Central or snap a photo of the plate. Ona fills in calories and macros from the food data, and the patient confirms. It's part of Ona, the AI-native practice management platform, so the journal sits in the same chart as visits, notes, labs and billing. It's built for registered dietitians and nutrition practices, and for functional, integrative and primary care clinicians running weight-management or metabolic-health plans. It fits any practice that needs an honest food log between visits without turning patients into gram counters. A week of meals on the patient's chart: averages against target, compliance and trends. 01 · Why it matters #### The best care plan fails if the log doesn't. Patients keep journals when logging is quick. Clinicians read them when the numbers are already added up. Asking a patient to weigh and count every meal is asking them to become a dietitian for eight weeks. Searching a food or snapping a photo, then checking what Ona filled in, is something people keep doing past week two. On your side, the week is already added up: average calories and macros against the targets you set, how many days were logged, and trend charts you can click into. Visits start at “let's talk about Wednesday dinners,” not “remind me what you ate last week.” 02 · What you get #### Journaling patients stick with. #### Search USDA foods Patients search USDA FoodData Central, including branded products, and enter an amount. Ona scales calories, protein, carbs, fat, fiber, sugars and minerals from the food data. Anything missing goes in as a custom food. #### Snap a photo, confirm the draft Ona's AI lists what it sees, estimates grams and matches each item to a USDA food. The patient renames, swaps the match, adjusts the portion or removes items, then saves. #### Context with the meal Patients can add hunger on a 1-5 scale, mood, setting and a free-text note to a meal. Notes show in the entries table on the chart, and the rest opens with the entry. #### Per-patient targets Set daily calories, protein, carbs and fat, plus optional fiber and sodium. Enter them by hand or start from a preset: Standard, Weight Loss, High Protein, Low Carb or Low Sodium. #### Hide calories from patient One switch takes calorie counts out of the patient's own journal. They still log and see protein, carbs and fat. Your view keeps every number. #### Trends on the chart Average calories and macros against target, a compliance count and logged days. Switch the chart between Calories, Macros and Meals for any date range, and click a day to see its entries. The patient's day against the target you set, and USDA search for the next meal. 03 · How it works #### From entry to insight. - 01 #### Turn it on An owner or admin switches on the food journal in Settings → Food Journal. Patients then see Food journal in their portal, and your team sees it on every patient's chart. - 02 #### Set the patient's targets On the patient's chart, open Food Journal and set daily targets from a preset or by hand. Choose whether the patient sees calorie counts. - 03 #### The patient logs meals Each day has Breakfast, Morning Snack, Lunch, Afternoon Snack and Dinner. Patients tap Add to search for a food or Snap to photograph the plate, check the result and save. Their day shows progress against the target. - 04 #### You review the trends Pick a date range and read the averages against target. A day counts as compliant when calories, protein, carbs and fat all land within 10% of target. Logging shows how many days have entries. Click a day in the chart to filter the entries. - 05 #### Correct and discuss Expand any entry for full nutrient detail and notes. Open it to see hunger, mood and setting, or to edit or delete it if something was logged wrong. Then bring the week into the next visit. “I used to spend the first fifteen minutes of a visit reconstructing the patient's week. Now we start with the chart already on the table.” 04 · In practice #### Where the journal proves its worth. Weight management #### Calorie and macro accountability without the shame spiral. Patients see each day against the target you set, and you see the week. Off-plan days show up as data, not a lecture, and the next conversation can be about why, not what. Sensitive nutrition care #### Logging without the calorie count. When calorie numbers do more harm than good, hide them from the patient. They keep logging meals and macros, and you keep the full picture on the chart. Metabolic health #### Macro distribution over time. Protein, carbs and fat across the week, next to your targets, with fiber and sodium targets when the plan calls for them. Functional medicine #### Notes plus food, side by side. The patient's notes show next to each entry's macros, and hunger, mood and setting open with the entry. The rest of the work-up, from labs to supplements, is on the same chart. FAQ #### Common questions. #### Is there a food journal app for dietitians inside Ona? Yes. Ona includes a food journal in the patient portal and a nutrition view on each patient's chart, built for registered dietitians and nutrition-focused practices. It's part of the platform, not a separate app or a paid add-on. Turn it on in Settings → Food Journal. #### How does photo meal logging work? The patient takes or uploads a photo of the meal. Ona's AI lists the items it sees, estimates each portion in grams and matches it to a USDA food. Calories and macros fill in from that match. Everything comes back as a draft, with any caveats from the AI. The patient corrects items, portions or matches and taps Confirm & save. The photo itself isn't stored with the entry. #### Where does the nutrition data come from? From USDA FoodData Central, including its Foundation, SR Legacy and Branded food data. Calories, macros, fiber, sugars, fats and minerals scale to the amount the patient enters. Patients can add a custom food with their own macros when something isn't listed. #### Can I set nutrition targets for each patient? Yes. On the patient's chart you set daily calories, protein, carbs and fat, plus optional fiber and sodium, from a preset or by hand. You can hide calorie counts from the patient. Summary cards show each average against target, and a day counts as compliant when calories, protein, carbs and fat are all within 10% of target. #### Can patients log symptoms in the food journal? Not as a separate symptom log. Each meal can carry hunger on a 1-5 scale, mood, setting and a free-text note. Notes show in the entries table on the chart, and hunger, mood and setting appear when you open the entry. #### Can a parent log meals for a child? Not today. The food journal works on the patient's own portal login. It isn't available while a guardian is acting for a child. #### Does the food journal integrate with wearables or CGMs? Not today. There's no connection to Apple Health, Oura, Whoop or continuous glucose monitors. The journal covers the food side of the picture. #### Is patient food data private? Yes. Journal entries live in your practice's workspace and are encrypted in transit and at rest. Only the patient and your team can see them. Meal photos go to Ona's AI to draft the estimate and aren't saved with the entry. Ready when you are #### Ask the thing you couldn't ask before. “What did Wednesday look like?” Click the day and see it. Book a fifteen-minute walkthrough. Book a demoExplore every feature ### Medical Billing Software Built Into Your EHR URL: https://ona.health/features/billing Billing & Payments #### Medical billing and patient payments, built into your EHR Ona Billing is medical billing software built into the EHR. Each visit's invoice is drafted from the services on the visit, and your team sends it, charges the card on file, or records a payment at the desk. Copays, cancellation fees, promo codes and estimates live on the same patient record, and payments run on your own Stripe account with no cut taken. - Invoices drafted from the visit - Charge the card on file - Copays and no-show fees - Stripe, with no cut taken Ona Billing is the medical billing and patient payments module inside Ona, the AI-native practice management platform that combines a CRM, EHR, and RCM in one system. Ona drafts each visit's invoice from the services on the visit, so billing starts from the visit record instead of a Friday-afternoon re-keying session. Your team sends it, charges the card on file, or records a payment at the desk, and payments run on your own Stripe account. Ona takes no cut. It's built for US practices that bill patients directly - cash-pay and direct primary care, therapy, functional medicine, and med spas - and for hybrid clinics where insurance and self-pay meet on the same visit. Copays, cancellation fees, memberships, and claims share one patient record, so the front desk reads one balance per visit. Every invoice grouped by status, with the next step one click away. 01 · Why it matters #### Money gets stuck between the chart and the billing tool. Every handoff between systems is a place a charge goes missing. Fewer systems, fewer leaks. When billing lives in a separate system, every visit has to be keyed in twice. A service gets missed, a copay is collected twice or not at all, and a no-show costs the practice an hour it never bills for. In Ona the invoice starts from the visit itself. The services on the visit price it, the card the patient saved pays it, and the balance shows next to the visit in the Visits list. You close the week knowing what's paid, what's due, and what's overdue. 02 · What you get #### Billing that keeps up with the visit. #### Invoices drafted from the visit Ona drafts the visit's invoice from its services, procedures charted during the visit included. Add manual lines or items sold from stock, set a tax rate, discount, and due date, then send. #### Charge the card on file Patients save a card at intake or in the patient portal. Charge it straight from a draft: Ona issues the invoice, takes the payment, and emails the patient a receipt. #### Copays that settle themselves Record a copay at check-in and Ona holds it on the patient's account. When the payer's remittance arrives, the invoice re-prices and the copay is applied to what the patient actually owes. #### Late-cancel, reschedule and no-show fees Set a notice window and a flat or percentage fee. Staff confirm or waive it when they cancel, move or mark the visit, and Ona leaves it as a draft, emails it, or charges the card, as you choose. #### Promo codes A percentage or dollar amount off everything, or off chosen services, packages, and memberships, with an expiry date and usage limit. Patients enter codes on the booking page and on portal invoices. #### Overdue reminders Once an invoice passes its due date, Ona marks it Overdue and emails the patient a reminder with a pay link every 30 days, up to a final notice. Who pays, what the patient owes, and the visit's invoice and superbill, on the visit itself. 03 · How it works #### From booked visit to paid invoice. - 01 #### The visit sets the price Services carry their price and CPT codes, and procedures charted during the visit join them. Your fee schedule, imported from a spreadsheet if you like, sets what each code bills. Switch a visit between Insurance and Self-pay and Ona shows what the patient will owe before it re-prices. - 02 #### Ona drafts the invoice The visit's draft invoice is built from its services automatically. Review the lines, or start one yourself from Invoices → New invoice with visits, claims, stock items, or manual lines. - 03 #### Send, charge, or record Send the bill with a pay link, finalize it without an email, charge the saved card, or record cash, a check, or a card run at the desk with Record onsite payment. - 04 #### Patients pay online The pay link opens a Stripe checkout, the invoice PDF carries the same link, and the patient portal lists what's due under To pay. Mark a service or package pay-to-book and patients pay when they book. - 05 #### Balances follow up on themselves Paid invoices settle the visit's Balance. Unpaid ones turn Overdue after their due date and get reminder emails, and insurance remittances re-price any line that was waiting on the payer. 04 · In practice #### Billing shaped for how you get paid. Cash-pay practice #### The card on file, charged in one click. Require a saved card at intake, then charge it from the visit's draft invoice. The patient gets a receipt, and nobody chases a payment link. Insurance + self-pay mix #### One balance per visit. Collect the expected copay at check-in, let the remittance settle the rest, and read one Balance per visit in the Visits list instead of a copay column and a separate invoice list. Medical spa / wellness #### Packages, memberships, and launch offers. Sell packages and memberships on your booking page, and covered visits draw down what the patient bought. Promo codes handle the launch offer. Busy front desk #### No-shows that don't cost you the hour. The no-show fee is confirmed or waived as the visit is marked, then charged to the card on file or invoiced, following the rule you set once in Settings. FAQ #### Common finance questions. #### Does Ona offer integrated EHR and billing? Yes. Billing is built into Ona's EHR. Each visit's invoice is drafted from the services on the visit, and it lives on the same patient record as notes, scheduling, claims, and memberships. There is no separate billing system to sync. #### How are invoices created in Ona? Ona drafts the visit's invoice from its services, including procedures charted during the visit. Nothing goes to the patient until your team sends it. You can also start an invoice from Invoices → New invoice with visits, claims, items sold from stock, or manual lines, and set a tax rate, discount, and due date. #### Can we charge a patient's card on file? Yes. Patients save a card during intake or in the patient portal, and you can require one before intake is complete. Staff charge it from the invoice, even straight from a draft. Ona issues the invoice, takes the payment, and emails a receipt. If the card is declined, you can send the invoice instead. #### Can Ona charge late-cancellation, reschedule and no-show fees? Yes. Under Settings → Billing → Cancellation Fees, set a fee for late cancellations, late reschedules, no-shows, or any mix, each late fee with its own notice window, as a flat amount or a percentage of the visit's self-pay price. Choose whether a fee waits as a draft, is emailed, or is charged to the card on file. Staff confirm or waive it visit by visit, and your policy shows on the booking page. #### Can Ona create superbills and estimates? Yes. On a completed visit, create a superbill from the visit's Billing tab, finalize it, and download the PDF with CPT codes, fees, and provider details for the patient to submit. Each visit also gets an estimate built from its services, with a PDF you can share before the visit. #### Does Ona take a cut of payments? No. Payments run on your own Stripe account at Stripe's rates, and Ona does not take a percentage of what you collect. Ona uses transparent per-seat pricing - 2 practitioner seats plus 1 staff seat is an estimated $305/month - with a 14-day free trial and no credit card required. #### Does Ona support payment plans, HSA/FSA, or text-to-pay? Not as dedicated features. There are no installment plans on an invoice; for a program paid over time, a membership can bill monthly for a set number of payments. Patients pay with any card your Stripe checkout accepts, and staff can copy an invoice's pay link into a text or email. #### Can we issue refunds and export to accounting? Yes to refunds: refund a payment to the card through Stripe or record a cash refund. Adjustments take a reason, such as courtesy, small balance write-off, or bad debt, and write-offs show by reason in the Revenue report. Report tables, including the Payments received deposit log, download as CSV. There is no direct QuickBooks or Xero integration. Ready when you are #### Get paid for every visit. Bring your trickiest case - a copay, a no-show, a declined card - to a 15-minute demo. Book a demoExplore every feature ### Membership Billing Software for Practices URL: https://ona.health/features/memberships Memberships & Packages #### Membership billing and treatment packages, built into your EHR Ona Memberships is membership billing built into the EHR: monthly or yearly plans charged to the patient's card through your own Stripe account, with the visits, packages and extras each plan includes counted as they're used. Patients join from your booking page or the patient portal, and packages sell a set of visits for one price. - Monthly or yearly plans - Included visits that draw down - Join from the booking page - Packages for one price Ona Memberships is the membership billing and package module inside Ona, the AI-native practice management platform that combines a CRM, EHR, and RCM. Plans bill the patient's saved card every month or year through your own Stripe account, and the visits a plan includes are counted against every booking, so nobody counts sessions on a spreadsheet. It's built for direct primary care, med spas, wellness, and functional medicine practices - anyone selling ongoing care or a course of treatment for one price - and it shares the patient record with scheduling, invoices, and the patient portal. A plan's price, term, and included visits, with a preview of how patients see it. 01 · Why it matters #### Recurring revenue shouldn't need a second system. When the plan, the card, and the visit live in different tools, someone has to keep them in sync by hand. Membership and package practices often run the recurring billing in one tool and the visits in another. Someone has to remember who has sessions left, whose payment failed, and which visit a package already paid for. In Ona the plan, the card, and the visit are one record. A covered visit counts against the plan when it's booked, the patient sees the visits they have left in the patient portal, and each payment shows up as a paid invoice. 02 · What you get #### Everything a membership program needs. #### Monthly or yearly plans Set a price, bill monthly or yearly, and choose whether the plan runs until cancelled or ends on its own after a set number of payments, from 2 to 120. #### Included visits and extras Include services, whole packages, or custom items like a supplement box. Each refills every period or once in total, and unused visits don't carry over. #### Visits draw down on booking Book a service a plan or package covers and the visit counts against it. The visit shows how many sessions are used and how many remain. #### Patients join online Show a plan on your booking page so patients join and book their first visit in one go, or let them join from the patient portal with their saved card. #### Packages for one price Bundle several visits, such as six IV sessions, at a package price. Patients buy them on your booking page, paying up front when you mark the package pay-to-book. #### Promo codes for launches Discount a membership's first payment or every payment, or take money off a package, with an expiry date and a usage limit. Enroll a patient from their chart; the card on file is charged now and at each renewal. 03 · How it works #### From plan to paid visit. - 01 #### Connect Stripe and turn memberships on Memberships bill through your own Stripe account. Turn them on under Settings → Billing → Memberships once Stripe can take charges. - 02 #### Create the plan On the Services page, choose New membership. Set the price, the billing interval, when it ends, and what's included, and preview it as patients will see it. - 03 #### Patients join From your booking page, from the patient portal, or with Enroll in a membership on their chart. The first payment is taken when they join. - 04 #### Covered visits draw down When a member books a service the plan covers, the visit counts against it. Each payment is recorded as a paid invoice, such as “Gold membership · payment 2 of 6.” - 05 #### Cancel or retire cleanly Staff or the patient can cancel at the end of the current period or right away. Archive a plan to stop new sign-ups; current members keep their rate. 04 · In practice #### Recurring care, priced your way. Direct primary care #### A monthly fee that covers the visits. A monthly plan includes a set number of office visits each period, refilled after every payment, with Ona tracking how many are left. Medical spa #### Packages and memberships side by side. Sell a package of treatments and a monthly membership on the same booking page, with a promo code for the launch. Functional medicine #### A program paid over six months. A plan that ends after six payments includes the program's visits once in total, so the course is paid over time without an installment plan on an invoice. Wellness clinic #### Extras listed on the plan. Custom items like an IV drip or a body scan sit on the membership next to its visits, so the member and your team can see what the plan includes. FAQ #### Common membership questions. #### Can Ona bill patients for a monthly membership? Yes. Membership plans bill the patient's card monthly or yearly through your own Stripe account. Every payment is recorded as a paid invoice on the patient's record, and the plan's included visits are counted as they're booked. #### What can a membership include? Services, packages, and custom items. Each has a quantity and refills every period or once in total. Unused visits don't carry over to the next period. #### Can a membership end after a fixed number of payments? Yes. Choose After a set number of payments and pick between 2 and 120. It's how practices sell a program paid over time; Ona doesn't offer installment plans on a single invoice. #### How do patients sign up for a membership? Turn on Show on booking page and patients join while booking their first visit. They can also join from Memberships in the patient portal, or staff can enroll them from the chart with Enroll in a membership. A card on file is needed. #### What happens when a membership payment fails? The membership shows Past due on the patient's record and in the plan's member list, and a membership behind on payment doesn't cover new bookings until it's settled. #### Can I change a plan's price? Yes. A new price or billing interval applies to new members only, and current members keep their rate. Archive a plan to stop new sign-ups without ending existing memberships. #### What's the difference between a package and a membership? A package is a one-time purchase of a set of visits at a package price, used up as they're booked. A membership bills on a schedule and can include services, packages, and custom items that refill each period. #### Do I need Stripe for memberships? Yes. Memberships and online package payments run on your own Stripe Express account, and Ona takes no cut of what you collect. Ready when you are #### Turn one-off visits into recurring revenue. See a membership plan built and a patient enrolled in a 15-minute demo. Book a demoExplore every feature ### Real-Time Insurance Eligibility and Claims Software URL: https://ona.health/features/insurance Insurance & Claims #### Insurance eligibility and claims software, built into your EHR Ona's insurance billing checks eligibility when a patient books and again before the visit, keeps each visit's draft claim in sync with the chart, and submits professional claims through Ona Clearing House or your own Claim.MD account. Remittances post back to the claim and the patient's invoice, so denials, corrections and balances are worked in one queue. - Eligibility before every visit - Claims synced to the chart - Claim scrubbing rules - ERAs that post themselves Ona Insurance is the revenue-cycle layer inside Ona, the AI-native practice management platform that combines a CRM, EHR, and RCM. It checks insurance eligibility before the visit, builds each visit's claim from the chart, and works the claim through submission, payer response, and remittance, so coverage, claims, and patient balances sit on the same record. It's for US practices that bill insurance - primary care, behavioral health, physical therapy, women's health, and similar specialties - including hybrid clinics that run cash-pay and insurance side by side. Claims go out through Ona Clearing House, with no separate clearinghouse account to open, or through your own Claim.MD account. Every claim in one queue, grouped by where it stands with the payer. 01 · Why it matters #### The copay conversation should happen before the visit. Coverage problems found after the visit become write-offs and surprise bills. Most can be caught before the patient arrives. When the front desk guesses at coverage, patients get surprise bills and practices write off what the payer won't pay. When claims are keyed into a separate tool, a missing diagnosis or a wrong unit count only shows up weeks later as a denial. Ona flips the order. Coverage is checked before the visit, the claim is built from what was charted, and billing rules flag the problem before the claim leaves. By the time the remittance arrives, the patient's invoice already knows what they owe. 02 · What you get #### Insurance handled, not endured. #### Eligibility before every visit Checks run when a patient books, when their insurance changes, and for visits in the next 48 hours. The verdict, copay, deductible, and out-of-pocket left sit on the patient and the visit. #### Card scan and clean intake Add photos of the card and Scan and fill reads them into the form. Require insurance and card photos at intake, and keep patients to a whitelist of the payers you bill. #### Claims that follow the chart Each insured visit's draft claim rebuilds as diagnoses, procedures, services, and referrals change, priced from your fee schedule, with the rendering provider's NPI filled in. #### Scrubbing before submission Billing rules can check units, diagnoses on every line, timely filing, and Medicare's 8-minute rule. Add payer overrides and custom rules that block, autofix, warn, or move a claim to a work bucket. #### Denials worked in one place Payer reasons come back as alerts with their adjustment codes. Correct a denied claim as a linked replacement, resubmit, ask the payer for status, or bill the balance to a secondary payer. #### ERAs that post themselves Remittances post to the claim with allowed, paid, write-off, and denied amounts, and the patient's invoice re-prices to what they actually owe. A draft claim, with a billing rule pointing at what to fix before it goes out. 03 · How it works #### From booking to remittance. - 01 #### Set up once Turn on insurance, add your billing NPI, EIN, and each clinician's rendering NPI, choose Ona Clearing House or Claim.MD, and send payer enrollments from Settings → Insurance. - 02 #### Coverage is checked before the visit Ona checks eligibility when the patient books and again in the 48 hours before the visit. For payers without electronic checks, Ona shows Verify with payer, and you record the call as a benefits verification. - 03 #### The claim builds from the chart Diagnoses, procedures, and services charted on the visit flow into its draft claim, which rebuilds as the chart changes. Billing rules flag what would bounce, and an alert jumps to the field to fix. - 04 #### Submit and track Submit one claim, or a batch with Select and Submit. Acknowledgements, acceptances, rejections, and denials land in the claim's history, and with Ona Clearing House, Check status asks the payer directly. - 05 #### The remittance settles the balance The ERA posts paid, allowed, and denied amounts to each line. Bill the rest to a secondary payer, or let the patient's invoice re-price to what they owe. 04 · In practice #### Coverage, in the rhythm of your clinic. Primary care #### Coverage checked twice, without anyone asking. Eligibility runs at booking and again in the 48 hours before the visit, and the Needs Verification widget lists the next two weeks' insured visits with an unconfirmed copay or a coverage problem. Physical therapy #### Units and authorizations under control. Turn on scrubbing for the 8-minute rule and the Medicare 60-unit monthly cap, and each script or prior authorization counts used, scheduled, and remaining visits. Behavioral health #### Copays settled before the session. Set the copay from the eligibility check or a payer call, collect it at check-in, and let the remittance reconcile it with what the payer decided. In-house billing team #### One queue for the whole team. Work claims as a list by status or a board by bucket - Review, Hold, Patient Billing, and more - with every edit, submission, and payer response in the claim's history. FAQ #### Common billing-team questions. #### Does Ona do real-time insurance eligibility? Yes. Ona runs electronic eligibility checks through your clearinghouse when a patient books, when their insurance changes, and in the 48 hours before the visit, and staff can recheck at any time. The result shows the verdict, copay, deductible, out-of-pocket, and the payer's benefit rows. For payers that don't support electronic checks, Ona shows Verify with payer so you can record a phone or portal verification. #### Is this insurance claims software, or just eligibility? Both. Ona keeps a draft claim for each insured visit in sync with the chart, scrubs it with your billing rules, submits it, and tracks it through Submitted, Acknowledged, Accepted, Rejected, Denied, and Paid. Denied claims can be corrected as a linked replacement, resubmitted, or billed to a secondary payer. #### Which clearinghouse does Ona use? Ona Clearing House, which runs on Stedi: claims, ERAs, eligibility checks, and payer enrollments all happen inside Ona, with no separate account to open. Plans start at $69 a month for 100 claims, 100 ERAs, and 200 eligibility checks. Practices with their own Claim.MD account can connect it with an API key instead. #### Does Ona post ERAs automatically? Yes. With Ona Clearing House, remittances post to the matching claim as they arrive; with Claim.MD, Ona syncs them. You can also upload an 835 file or enter an EOB by hand. Each claim shows billed, allowed, paid, write-off, and denied amounts, and the patient's invoice re-prices to what they owe. #### Does Ona support Medicare and Medicaid claims? Yes, through the clearinghouse like any other payer. Billing rules can be scoped to Medicare or Medicaid as a payer type, Medicare checks such as the 8-minute rule and the 60-unit monthly cap are built in, and payer enrollment asks for a Medicare PTAN when the payer requires one. #### Does Ona submit claims automatically? No. Ona drafts and updates the claim, and your team reviews and submits it, one at a time or in a batch with Select and Submit. A claim with a blocking error can't be submitted until it's fixed. #### Does Ona support institutional (UB-04) claims? Not today. Ona submits professional claims (CMS-1500 / 837P), and every claim can be downloaded as a CMS-1500 PDF. #### Does this replace our current billing service? It can. Practices run their insurance billing in-house on Ona, or give their billing partner a staff seat so they work the same Claims queue. Ready when you are #### Stop guessing at coverage. Bring a real claim and a real denial to a fifteen-minute demo, and we'll walk through both in Ona. Book a demoExplore every feature ### Practice Financial and Operational Reports URL: https://ona.health/features/reports Reports #### Practice reports: financial and operational analytics in one place Ona Reports is the built-in analytics hub of Ona's practice management platform: 26 reports across scheduling, patients, clinical work, revenue, insurance, the front office and the team, read live from the same records the practice runs on. Search for a report, set the period, compare it with the one before, and share it as a link, PDF or Markdown. - 26 live reports - Search by question - Previous-period comparison - PDF, Markdown, and CSV Ona Reports is the practice analytics hub inside Ona, the AI-native practice management platform that combines a CRM, EHR, and RCM. It turns the practice's scheduling, clinical, billing, and insurance records into 26 focused financial and operational reports, each with headline numbers, charts, and the tables behind them. There's no overnight batch: a report reads what was saved a moment ago. It's built for the practice owners and managers who want to read the numbers themselves, without a dedicated analyst - from solo clinics to multi-provider groups across primary care, behavioral health, physical therapy, functional medicine, and med spas, cash-pay or insurance-billed. Every report in one searchable list, with the practice overview open. 01 · Why it matters #### A handful of numbers decide the week. Each report answers one question the practice actually asks, and shows how it moved since last time. Most small practices answer money questions by exporting spreadsheets from three tools and reconciling them by hand. By the time the numbers agree, the week they described is over. Ona's reports read the same records the team works in, so charges, payments, claims, and visits reconcile by default. Who owes us, which claims stall, where the schedule leaks: each has its own report, compared with the period before. 02 · What you get #### Twenty-six reports, eight categories. #### Revenue cycle Revenue with write-offs by reason and revenue by provider, Payments received as a daily deposit log, Patient A/R aging, Unbilled visits, and Services & procedures. #### Insurance Claims performance with first-pass rate and median days to payment, Denials by reason and payer, and Claims A/R aging by payer, when insurance billing is on. #### Scheduling Visit volume, No-shows & cancellations, Provider utilization against working hours, and Booking lead time for new and returning patients. #### Patients and clinical New patients, Retention & follow-up with the patients due for a visit, Patient demographics, Chart closure, Intake completion, and Lab result review. #### Front office and team Leads & conversion, Leads by channel, Phone calls answered by staff or the AI receptionist, Messaging response times, Referrals, and Tasks. #### Share what you're reading Every report is a link that keeps its period. Download it as a PDF, download or copy it as Markdown, or pull any table into a spreadsheet as CSV. Charges and payments over time, compared with the period before, with revenue by provider below. 03 · How it works #### A weekly scan that replaces the meeting. - 01 #### Open the overview Practice overview shows completed visits, no-show rate, new and active patients, and the money owed to the practice, split into patient balances and insurance claims. - 02 #### Search for the question Type what you want to know, such as denials, no-shows, or utilization, and the list narrows to the reports that answer it. - 03 #### Set the period Pick Last 30 days, This month, Last year, or a custom range. Each report compares itself with the previous period of the same length, and the A/R aging reports are live snapshots as of now. - 04 #### Read the breakdown Headline numbers sit above the charts, and the tables underneath break them down by provider, payer, service, location, or patient. - 05 #### Share it Copy the link, download a PDF for the partners' meeting, or paste the Markdown into a doc. Tables download as CSV for your bookkeeper. 04 · Roles #### Who opens which report. Practice owner #### Overview and Revenue. Charges, collections, and what's owed, compared with last period, plus revenue by provider - the views that decide the week. Practice manager #### No-shows and utilization. No-shows & cancellations and Provider utilization show where the schedule leaks and which clinicians have room. Billing lead #### A/R, denials, and unbilled visits. Patient and claims A/R aging, Denials by reason and payer, and Unbilled visits - completed visits with no invoice or claim yet. Clinical lead #### Chart closure and lab review. How fast notes get signed, which charts are still open, and which lab results are waiting for a clinician. FAQ #### Common questions. #### Does Ona have practice financial reports? Yes. The Revenue cycle category has Revenue (charges, insurance paid, patient payments, contractual adjustments, and write-offs), Payments received (a daily deposit log by payment method), Patient A/R aging, Unbilled visits, and Services & procedures, all read from live billing data. #### Can I see revenue by provider or by payer? Revenue by provider is a table in the Revenue report. By payer, the insurance reports break down claims, paid amounts, denials, days to payment, and outstanding A/R for each payer. There's no single revenue-by-payer total across self-pay and insurance. #### Is there an aging receivables report? Two. Patient A/R aging buckets what patients owe - not yet due, 1-30, 31-60, 61-90, and over 90 days - patient by patient. Claims A/R aging buckets unpaid claims from 0-30 to over 120 days by payer, with the oldest claims to follow up. Both are live snapshots as of now. #### How fresh is the reporting data? Reports query the same records the app uses each time you open them, so figures reflect what was saved a moment ago. Periods follow your practice's timezone. #### Can I export reports or connect a BI tool? Every report downloads as a PDF or Markdown, copies as Markdown, or shares as a link, and every table downloads as CSV. There's no BI connector, scheduled email report, or custom report builder today. #### Can I filter a report by provider or location? Not today. Reports filter by period only; provider, payer, service, and location appear as breakdown tables inside the reports instead. #### Who can see reports? Owners and admins open Reports from the sidebar, and clinician accounts don't have access. Reports that depend on a feature, such as the insurance reports or Chronic care management, appear only when that feature is on. Ready when you are #### Run the practice on numbers, not vibes. Walk through the reports in a 15-minute demo. Book a demoExplore every feature ### eFax and Referral Management Built Into Your EHR URL: https://ona.health/features/faxes-referrals Faxes & Referrals #### eFax and referral management, built into your EHR Ona's fax and referral inbox gives your practice its own fax number inside the EHR. AI reads every incoming fax, sorts referrals, lab results and prior-authorization responses, and suggests the matching patient. Your team marks up, signs and faxes back, sends chart documents, and tracks every referral and its follow-up in one place. - Your own fax number - AI-sorted incoming faxes - Sign and reply without printing - Referrals with NPI checks Ona Faxes & Referrals is eFax and referral management inside Ona, the AI-native practice management platform. Your practice gets its own fax number, and every incoming fax lands in a shared inbox already sorted by AI: referral, lab results or prior-authorization response, with the patient and the sender read off the page and the matching chart suggested. It's built for the front desk and operations team of practices that still run on fax: referrals and lab results in, records, signed forms and referral letters out. The inbox is for owners, admins and staff, and clinicians sign outgoing referral letters without touching a fax machine. Sorted, matched to a patient and carrying its follow-up before anyone opens it. 01 · Why it matters #### Fax isn't going away. The busywork can. Referrals, lab results and payer letters still arrive by fax, and every one has to be read, matched to a patient and acted on. In most practices that means a shared printer, a stack to sort and a follow-up that lives in someone's memory. A referral sits unread for a week, and a form that needs a signature goes back by printer, pen and scanner. Ona puts the fax line inside the EHR. The reading, sorting and matching happen before anyone opens the fax, and the reply, the chart copy and the follow-up task are one step each. 02 · What you get #### The fax line, inside the chart. #### A fax number of your own Choose a local or toll-free US number in Settings → Fax & Referrals. Keeping your old number? Ona ports it, or you forward faxes to your Ona inbox email address. #### Read and sorted by AI Each incoming fax is classified as a referral, lab results or a prior-authorization response, with the patient's name, date of birth and contact details and the sending provider read off the page. #### Matched, never guessed Ona ranks likely patients by email, name and date of birth, and phone, with a match score. A person confirms the link, or creates a new patient prefilled from the fax. #### Sign and reply without printing Type on the page, add check marks and today's date, drag your signature into place, add a reply page and send. Save a signed copy to the patient's chart in the same step. #### Referrals, read for you Incoming referrals are read into more than 40 fields, each tied to the page it came from. The referring NPI is checked against the national registry, and diagnoses, medications and allergies wait on the chart for a clinician to confirm. #### Fax the chart, track the delivery Send notes, forms, consents, lab reports and discharge letters from the chart. Referral letters are drafted by AI from the visit and carry up to nine attachments in one fax. Every send shows Queued, Sending, Delivered or Failed. Fill it in, sign it and send it back. No printer, no scanner. 03 · How it works #### From the fax line to the chart. - 01 #### Get your number Choose a local or toll-free number in Settings, or have Ona port the number you already use. - 02 #### Let AI sort the inbox Incoming faxes are classified, the patient and sender are read off the page, and each teammate sees what they haven't read yet. - 03 #### Link it to the patient Pick the suggested match, search your whole patient list, or create a new patient from the fax. Linked lab results become a lab report on the chart. - 04 #### Act on it Press R to edit and reply, F to forward, or T to add a task that's already linked to the fax and its patient. - 05 #### Send from the chart Fax notes, completed forms, lab reports and referral letters from the patient's record, and follow each one to Delivered, or resend it if it fails. Every value read from the referral, linked to the page it came from. 04 · In practice #### Where the fax line meets the work. Front desk #### The morning referral stack, already sorted. Referrals arrive in their own inbox with urgency, reason and the referring provider filled in, and a count of what's still not linked to a patient. Primary care #### Forms back without the printer. A specialist faxes a form to complete. Type the answers, sign, add a reply page and send it back, with a copy saved to the patient's chart. Functional & integrative medicine #### Lab faxes that land on the chart. A lab faxes results. Link the patient and the fax becomes a lab report on their chart, read by AI for a clinician to review. Clinicians #### Referral letters with a first draft. From a visit, Ona drafts the referral letter. Attach the note, labs and signed consents, sign it, and it goes out as one fax. FAQ #### Common questions. #### Does Ona include an eFax service? Yes. Your practice gets its own dedicated fax number inside Ona, local or toll-free in the US, and sends and receives faxes from the Faxes inbox and the patient chart. No fax machine or separate eFax account is needed. Faxes go to US numbers only. #### Can I keep my current fax number? Yes. Ona's team can port your existing fax number to Ona. Or keep your current service and forward incoming faxes by email to your practice's Ona inbox address, and they're read and sorted the same way. #### Does Ona file incoming faxes to the right patient automatically? Ona suggests and a person confirms. AI reads the patient's details off the fax and ranks matching charts by email, name and date of birth, and phone. You link the right one with a click, search the whole list, or create a new patient prefilled from the fax. #### How does Ona handle incoming referrals? Referrals arriving by fax, by email to your inbox address, or uploaded as a PDF are read into structured fields (urgency, reason, referring provider, insurance and more), each linked to its page. The referring NPI is checked against the national registry. When you link the patient, diagnoses, medications and allergies are added to the chart for a clinician to confirm. #### Can we sign a document and fax it back? Yes. Open the fax, choose Edit & reply, add text, check marks or the date, place your signature and send. You can add a reply page with your message, and save the signed copy to the patient's chart. #### Can I fax records from the patient chart? Yes. Notes, completed forms, consents and interviews, lab reports and requisitions, supplement lists and discharge letters can be faxed from the chart, together or as separate faxes. Outgoing referral letters carry up to nine chart documents in one fax. Uploaded files must be PDFs of up to 10 MB each. #### Who can see faxes in Ona? The Faxes and Referrals inboxes, and each chart's Faxes page, are for owners, admins and staff, and each teammate has their own read and unread state. Clinicians draft and sign outgoing referral letters from the visit. #### Does Ona retry failed faxes or add a cover page? Not automatically. A failed fax shows why it failed and can be resent with one click, and the failed attempt stays in Sent for the record. There's no cover-sheet generator. Add a reply page with your message instead. Ready when you are #### Retire the fax machine. See your own referrals and faxes flow into Ona in a short call. Book a demoExplore every feature ### Clinic Task Management Linked to the Chart URL: https://ona.health/features/tasks Tasks #### Clinic task management, linked to the chart Ona Tasks is clinic task management built into the EHR: a shared board where your team tracks callbacks, follow-ups and admin work, each with an owner, a deadline and reminders. Every task can link to a patient, visit, lead or fax, so the work sits next to the record it's about instead of in someone's inbox. - Linked to patients, visits, leads and faxes - Deadlines and reminders - Owner, watchers and @mentions - Five-status board Ona Tasks is clinic task management inside Ona, the AI-native practice management platform. It gives your team one shared board for the work that isn't a visit: callbacks, follow-ups, a form to chase, a fax that needs an answer. Every task has an owner, a deadline and reminders, and links to the patient, visit, lead or fax it's about. It's built for small clinic teams (front desk, billing, clinicians and the owner) who share the same patients across a handful of people. Instead of a separate project app, the to-do list lives next to the record, so whoever picks up a task has the context one click away. The practice's open work, with the patient and the deadline on every card. 01 · Why it matters #### Follow-ups die in inboxes. The work that keeps a clinic running is rarely a visit. It's the call back, the form to chase, the result someone promised to review. When that work lives in someone's head, a sticky note or a group chat, nobody can see what's open, and the practice manager becomes the reminder system by default. Tasks gives it a shared place with a name, a day and a link to the patient. Anyone can see what's open, who has it and when it's due, and the person picking it up doesn't have to ask which chart it's about. 02 · What you get #### A board that knows the patient. #### Linked to the record Set the patient, then link visits, leads and faxes. A task started from a chart, a visit, a lead or a fax arrives already linked, and its card shows who it's about. #### Deadlines that warn you Give a task a day. Its chip turns amber on the day it's due and red once it's overdue. Done and cancelled tasks never warn. #### Reminders for the right people Pick In 1 hour, Tomorrow 9 AM, Monday 9 AM or any time you like. Choose who gets nudged, add a note, and send an email as well when it can't be missed. #### Owner, watchers and @mentions One assignee owns each task, and watchers follow along. Assigning a task to someone else notifies them, and so does an @mention in the description. #### Capture from anywhere Press ⌘K, choose New task and type a title. It lands in Todo, assigned to you, so a thought you have mid-visit doesn't wait until you find the board. #### Open beside your work On desktop a task opens in a panel beside the board, with a link you can share. Checklists and links in the description keep the context in one place. Everything about one task, docked next to the board. 03 · How it works #### From “someone should” to done. - 01 #### Capture it where it starts Press + on a column, use ⌘K, or open the tasks badge on a fax or a lead. Tasks started on a patient's chart or a visit are linked to it from the start. - 02 #### Give it an owner and a day Assign one person, add watchers, set a deadline and tag it with the categories your clinic uses, such as Callbacks or Billing. - 03 #### Set a reminder Choose a preset or a custom time, pick who gets notified, and turn on email if it can't slip. - 04 #### Work it from the board Drag cards from Backlog through Todo and In Progress to Done, or tick a card's completion toggle. Filter by teammate or tag, or press / to search. - 05 #### Check your own list The My Tasks widget on your dashboard shows what's assigned to you and what you created, each one a click from its next step. “I killed three spreadsheets in our first week. The board runs the clinic now - everyone can see what's open without me having to ask.” 04 · In practice #### Tasks, in the wild. Front desk #### Every callback on someone's list. A voicemail that needs a call back becomes a task on that patient, assigned and due today. If the chip turns red, everyone can see it's still open. Billing & operations #### The fax that asks for something. A records request or a prior-authorization response arrives by fax. Press T, type a title, and the task is already linked to the fax and its patient. Clinicians #### Follow-ups that survive the day. Labs to recheck, a referral to send, a visit to book: add them on the visit's Tasks tab and hand them to staff with a deadline. Practice owner #### The Monday check-in, already written. Filter the board by teammate or tag to see what's open and what's overdue. That's the week's agenda, without asking around. FAQ #### Common questions. #### What is clinic task management in Ona? Ona Tasks is a shared board inside the EHR where your team tracks callbacks, follow-ups and admin work. Each task has a status (Backlog, Todo, In Progress, Done or Cancelled), one assignee, optional watchers, tags, a deadline and reminders, and can link to a patient, visits, leads and faxes. #### Can I link a task to a patient record? Yes. Set the patient on any task, and link visits, leads and faxes too. Each chart and each visit has its own Tasks tab showing only the tasks linked to it, and tasks started there are linked automatically. #### Can I set due dates and reminders on tasks? Yes. A deadline is a calendar day: the card turns amber on the day and red once it's overdue. Reminders go to the teammates you choose at a preset or custom time, in Ona's notifications and, if you turn it on, by email. #### Who gets notified about a task? The assignee, when someone else assigns the task to them. Anyone @mentioned in the description. And the recipients of a reminder when it's due. Each person can turn these notifications off in their own notification settings. #### Can Ona track prior authorizations as tasks? Yes. Create a task for each authorization, link the patient and the payer's fax, assign an owner and set the deadline. Ona also recognizes incoming prior-authorization response faxes, and the tasks badge on a fax starts a task that's already linked to it. #### Does Ona have recurring tasks or task automations? Not today. People create tasks from the board, ⌘K, a chart, a visit, a lead or a fax. There are no recurring tasks and no rules that create tasks on their own. #### Does Tasks work on a phone? Partly. The full board needs a desktop or laptop. On a phone, open a patient or a visit and use its Tasks tab: tasks show as a list by status, with a tick to complete them. There's no native app. #### Does this replace Asana, Trello or Monday? For a small clinic's day-to-day follow-ups, usually yes, and it saves a login. Tasks is deliberately light: there are no projects, dependencies, recurring tasks or live co-editing, so big cross-functional projects still belong in a project tool. Ready when you are #### Clear the mental load. See the board with your own team's follow-ups in a short call. Book a demoExplore every feature ### Practice Roles, Access Logs and Security URL: https://ona.health/features/team-security Team & Security #### Roles, access and security for your whole practice Ona's team and security tools decide who sees what in your practice. Owners, admins, clinicians and staff each get a fixed set of permissions, every chart view and change is recorded in an activity log, and two-step sign-in, automatic sign-out and a signed BAA protect patient data. Timesheets and locations keep the team itself organized. - Four roles, combinable - Activity log of chart access - Two-step verification - BAA signed at sign-up Ona Team & Security is the access control and team administration built into Ona, the AI-native practice management platform. Roles decide what each person can open and change. An activity log records who viewed or changed each patient's record, and sign-in protection keeps every account its owner's own. Owners and admins manage it all in Settings. It's built for practices growing past one clinician: a front desk that shouldn't see settings, a second site with its own rooms and hours, a team whose hours need to reach payroll. Every practice signs Ona's BAA when the workspace is created, and patient data is encrypted in transit and at rest. Everyone in the practice, with their roles, in one list. 01 · Why it matters #### Access is part of running a safe practice. Who can open a chart, export a record or change a setting isn't an IT afterthought. It's part of patient care. Across a patchwork of tools, access drifts: a shared front-desk login, a former employee who still knows the password, no way to tell who opened which chart. Ona keeps it in one place. Each person signs in as themselves, their role decides what they see, and the record of what they did stays with the patient. 02 · What you get #### Who sees what, and proof of it. #### Roles that match the job Owner, Admin, Clinician and Staff, each with a fixed set of permissions that Ona checks on every request. Combine roles for the doctor who also runs the practice. Only an owner can hand over ownership. #### An activity log of chart access See who opened, searched, exported, signed or changed patient records, by teammate and date range, or on one patient's chart. Search terms and changed values are never stored in the log. #### Sign-in that holds up Two-step verification with an authenticator app, passwords of at least 12 characters, and sign-in with email, Google or Apple. After an hour without activity, Ona signs you out, with a warning first. #### Invitations, not shared logins Invite by email with the roles already set and an expiry you choose. Resend or copy the link, and someone who signs up with the invited, verified email joins automatically. #### Timesheets Teammates clock in and out from the account menu, on a computer or a phone. Admins see every shift with hourly rates and amounts, edits are flagged and kept in history, and the period exports to Excel or CSV. #### Locations and rooms Set up sites with rooms, each with its own hours and booking rules, plus the facility NPI that goes on claims. The team calendar shows the day by clinician or by location. Who opened which chart, and what they did, day by day. 03 · How it works #### Setting up your team. - 01 #### Invite your team In Settings → Team Members, invite each person by email with their roles. They join when they accept, or when they sign up with the same verified email. - 02 #### Fill in provider details Clinicians add their credentials, NPI (checked against the national registry), taxonomy codes and signature, used on claims, letters and signed documents. - 03 #### Turn on two-step verification Each person sets it up in Settings → Security with an authenticator app. If someone loses their phone, an owner or admin resets it, which signs them out everywhere. - 04 #### Add your locations Create sites and rooms in Settings → Locations with their own hours, so online booking only offers times when the location and the clinician are both available. - 05 #### Review the activity log Owners and admins open Settings → Activity Log, or a patient's Record activity panel, whenever they need to know who saw what. 04 · In practice #### Run the team, not the passwords. Practice owner #### A front desk without the keys to Settings. Staff run the schedule, patients and payments. Settings, the team list and the activity log stay with owners and admins. Group practice #### Two sites, one system. Each site has its own rooms and hours, the calendar switches between clinicians and locations, and claims carry the right facility NPI. Practice manager #### Payroll from the timesheet. Shifts, breaks and edits in one view, hourly rates applied, and the period exported to Excel for payroll. Behavioral health #### Who saw this chart? When a patient asks, open their Record activity panel and see which teammates viewed or changed their record, and when. FAQ #### Common questions. #### What user roles does Ona have? Four: Owner, Admin, Clinician and Staff, and one person can hold several. Owners and admins manage settings and the team. Staff work across patients, scheduling, billing and operations. Clinicians work with their patients and visits and sign clinical documents. Each role has a fixed set of permissions; custom roles aren't available. #### Can I see who accessed a patient's chart? Yes. Owners and admins have an Activity Log in Settings showing who opened, searched, exported, signed or changed patient records, filtered by teammate and by the last 7, 30 or 90 days. Each chart also has a Record activity panel. The log can't be exported today. #### Does Ona support two-step verification? Yes, with an authenticator app. Each person turns it on in Settings → Security; it can't be required for the whole practice today. An owner or admin can reset it for a teammate who loses their device, which signs them out everywhere and emails them. #### Does Ona sign a BAA? Yes. Every practice signs Ona's BAA when the workspace is created, and Ona keeps a record of who signed it and when. Patient data is encrypted in transit and at rest, and access is limited by role. #### Does Ona sign people out automatically? Yes. After an hour without activity, Ona signs you out, with a warning five minutes before. #### Does Ona support single sign-on? You can sign in with Google or Apple, or with email and a password. SAML single sign-on through an identity provider such as Okta or Microsoft Entra isn't available today. #### Can Ona track staff hours? Yes, with Timesheets. Turn it on in Settings → Timesheets and set your unpaid-break rule. Teammates clock in and out from the account menu, including on a phone, and admins see every shift with hourly rates and amounts and export to Excel or CSV. There is no approval step. #### Does Ona work for practices with several locations? Yes. Add sites and rooms in Settings → Locations, each with its own hours, booking rules and facility NPI for claims. All sites share the practice's time zone. Ready when you are #### Know who sees what. Walk through roles, the activity log and two-step sign-in in a short call. Book a demoExplore every feature ### Practice Software Support and Onboarding URL: https://ona.health/features/support Support #### Practice software support and onboarding, from real people Ona support is human help for practices switching to and running on Ona. Email a real person on the Ona team, find answers in a help center of more than 130 articles one click from every screen, and let Ona migrate your data and set up or port your phone and fax numbers. It's included on every plan. - A real person, by email - 130+ help articles, in the app - Data migration by Ona - Number porting handled Ona support is human help for the practices that run on Ona, the AI-native practice management platform. When something isn't clear, you email a person on the Ona team. For everything else, a help center of more than 130 step-by-step articles sits one click from every screen. Support, data migration and number setup are included on every plan at no extra cost. It fits solo clinicians and small practices (primary care, behavioral health, physical therapy, nutrition, functional and integrative medicine, women's health and med spas) that are switching systems without an IT team and can't afford to lose a week to it. Help Center, release notes and feedback, one click from every screen. 01 · Why it matters #### The vendor is part of your team. A clinic's relationship with its software vendor is the quietest variable in how well it runs. A good EHR is infrastructure. Good support is the difference between software that saves you hours and software that costs you a week, and most of that week is lost at the start: moving data, keeping your numbers, learning where things are. Ona puts the answers inside the product and keeps the heavy lifting with its own team, so the hard parts of switching aren't yours to figure out alone. 02 · What you get #### Help that sits inside the product. #### A real person, by email Write to contact@ona.health and a person on the Ona team replies, not a bot. On a phone, Need Help? in the account menu opens an email with your account and device details already filled in. #### A help center in the app More than 130 step-by-step articles, from setting up services to correcting a claim. Open it from the button in the sidebar footer, or search ⌘K for Help Center. #### Ona Assistant knows the guides Ask the in-app assistant how to do something in plain words. It can check the Help Center for you while it answers. #### Your data, moved by us Ona's team imports patients, appointments, notes, insurance and billing history, with ready-made importers for Jane, IntakeQ, AdvancedMD and Aster. Every import runs as a dry run first. #### Numbers set up for you Ona can port the phone and fax numbers your patients and referrers already use, following the carrier order until your practice switches over. #### A head start on day one Pick your practice type when you sign up and the matching features switch on. Your workspace starts with sample patients and a Getting Started checklist on the Tasks board. Step-by-step guides for every part of Ona, searchable in a keystroke. 03 · How it works #### From sign-up to running on Ona. - 01 #### Open your practice Create your workspace, choose your practice type, sign the BAA and invite your team. Sample patients and a Getting Started checklist are waiting. - 02 #### Send us your export Export what you can from your current system. Ona's team maps it, checks a dry run, and imports it once the numbers look right. - 03 #### Keep your numbers Ona ports your existing phone or fax number, or you set up a new fax number in Settings in a couple of clicks. - 04 #### Find answers in the app Search the Help Center from the sidebar or ⌘K, or ask Ona Assistant in plain words. - 05 #### Email a person when you need one Write to contact@ona.health. Recurring questions shape the guides and features that come next, and new releases are announced inside Ona. “Our old vendor had a ticket queue. Ona has a team. When something needs fixing the person I talk to knows my practice - that shouldn't be remarkable, but it is.” 04 · In practice #### When the team earns its keep. Solo clinician, leaving Jane #### From export to first booking. Send the Jane export. Ona's team imports patients, appointments, chart notes and treatment plans, checking a dry run first so nothing lands twice. Small clinic, keeping its numbers #### The fax number on your letterhead. Ona ports the fax and phone numbers referrers and patients already use, so nothing has to be reprinted when you switch. Practice adding a service #### A new service next Monday. Follow the setup guides in the Help Center, or email the team and work through the service, its price and the booking page together. New team member #### Answers without leaving the screen. New staff press ⌘K, type what they're looking for and open the guide, or ask Ona Assistant in their own words. FAQ #### The questions we get often. #### Is support included with the practice software? Yes. Email support, data migration and number setup come with every Ona plan at no extra cost. #### How do I contact Ona support? Email contact@ona.health and a person on the Ona team replies. Inside the app, the Help Center is one click away in the sidebar and in ⌘K, and Ona Assistant can search it for you. There's no live chat with the support team inside the app. #### Can Ona move my data from my current EHR? Yes, at no cost. Ona's team has ready-made importers for Jane, IntakeQ (PracticeQ), AdvancedMD and Aster covering patients, appointments, notes, insurance and billing history, depending on the system. Exports from other systems are mapped case by case. Every import runs as a dry run first, and re-running it updates records rather than duplicating them. #### Can I keep my practice's phone and fax numbers? Yes. Ona's team ports existing phone and fax numbers through the carrier and switches your practice over once the port completes. If you'd rather not port, you can set up a new fax number in Settings and forward faxes from your current service to your Ona inbox address. #### Can I set up Ona myself? Yes. Sign up and pick your practice type (primary care, physical therapy, functional and integrative, mental and behavioral health, med spa, direct primary care or something else), and the matching features switch on. Your workspace starts with sample patients and a Getting Started checklist. #### Is Ona support available 24/7? Ona is primarily a business-hours support team and stays responsive outside those hours, but it doesn't promise a 24/7 on-call rotation. The Help Center is always available, and the AI receptionist can answer your patients' calls around the clock. #### Do larger practices get a dedicated contact? Yes. Larger practices get a dedicated account manager who knows your setup. Solo and small practices talk to the same small team either way, so it stays personal without needing a formal assignment. #### How do I hear about new features? New releases are announced inside Ona and written up in the release notes, linked from the account menu. Share Feedback in the same menu sends a rating and comments straight to the team. Ready when you are #### Talk to the people behind Ona. Book a 15-minute call with a real person - not a BDR reading a script. Book a demoExplore every feature ## Specialties ### Primary Care URL: https://ona.health/specialties/primary-care Specialties/01Conventional care #### Give the clinic back its clinical hours. Primary care drowns in documentation - close to two hours of paperwork for every hour of care. Ona's ambient scribe and AI receptionist hand those hours back, so a shrinking workforce isn't stretched any thinner. See pricing For primary care The problem The single biggest driver of primary-care burnout isn't the patients - it's everything around them. For every hour in the room, clinicians spend nearly as long again on notes, charting and the phones, and a worsening workforce shortage means the people left are asked to carry more of it each year. With Ona Ona attacks the load at its source. The ambient scribe captures the visit while you talk and the note drafts from it, the AI receptionist absorbs the calls that used to pull staff off care, and prescriptions and invoices close out inside the chart. The job stays clinical; the busywork stops compounding. Where Ona shows up first #### Three things primary care practices lean on. Ambient recording turns the visit into a speaker-labeled transcript, and Ona drafts your SOAP note or your own template from it when you choose Generate, filling only the fields you marked from the recording, intake and chart. You review and sign in your voice. Explore Clinical Notes An AI receptionist picks up when your team can't, day or night, books and reschedules visits on your live calendar, and takes new callers' details as leads. The front desk stops choosing between the patient at the counter and the one on the line. Explore AI Receptionist DoseSpot, embedded in the chart, sends prescriptions to the pharmacy, with EPCS for controlled substances as an add-on. Sent prescriptions land on the medication list, and refill requests and pharmacy alerts arrive in Ona's notification bell. Explore E-Prescribing A day in primary care #### From the first ring to the last signature. Step 01 #### The phones are handled before the doors open. The AI receptionist answers overnight and early-morning calls, offers slots that match real-time availability and books them. Everything else waits in Omnichannel with a summary of each call. Step 02 #### The visit stays in the room. You hit record and talk the way you always do. A few minutes after you save, the transcript is on the visit, labeled by speaker - no laptop wall between you. Step 03 #### The note drafts from the transcript. Review, adjust, sign. Prescriptions go out through DoseSpot, embedded in the same visit, so nothing waits for the end of the day. Step 04 #### Nothing spills into the evening. Invoices are out, messages are triaged, tomorrow's calendar is confirmed. The two-hours-of-paperwork tax simply isn't there to pay. Also in the toolkit #### Everything else, on the same chart. The full platform - Care Time & CCMBill the work between visits. - Care PlansPlans patients follow between visits. - Patient ChartOne coded record per patient. - Scheduling & BookingTeam calendars and online booking. - Billing & PaymentsInvoices, cards on file, copays. - Patient PortalSelf-service for patients and families. FAQ #### Primary Care, answered. #### How much of the note does the scribe actually write? Enough that you're editing, not authoring. Record in the room or on a video visit, then generate against SOAP or your own template: Ona fills the fields you marked from the transcript, intake and chart, and leaves anything it can't support open for you to finish. #### Does the AI receptionist really cut the phone load? It picks up whenever your team can't, around the clock, books against your live calendar, and leaves a summary, recording and transcript on every call. Missed calls stop becoming missed patients, and the front desk stops living on hold. #### Can Ona bill chronic care management? Yes. Staff and clinicians log between-visit time against each patient's care plan, enrollment requires a signed CCM consent, and each month closes into draft CCM claims - 99490 and 99491 with their add-ons by default. Verify the thresholds against current CMS rules for the year you bill. #### Can I prescribe without a second system? Yes. E-prescribing is embedded via DoseSpot - legend medications, and controlled substances with the EPCS add-on - with sent prescriptions charted on the medication list and refill requests arriving in Ona's notification bell. #### What if something breaks mid-clinic? Email the Ona team and a real person replies. Ona is primarily a business-hours team that stays responsive outside those hours, and the Help Center's step-by-step guides are one click from every screen in the app. #### See Ona in primary care. Book a demo and we'll walk through your own workflows - no slides, no pitch. - Live walkthrough - Free data migration - 14-day free trial More specialties #### Not only primary care. Behavioral HealthDocumentation that survives an audit. Physical TherapyTight documentation, clean billing. Women's HealthTelehealth-native, multi-state ready. NutritionFor dietitians coordinating GLP-1 care. Integrative MedicineBuilt for cash-pay practices. Functional MedicineLabs and protocols on one chart. Naturopathic DoctorsBills, prescribes and dispenses your way. MedSpas & AestheticsRetention, packages & memberships. ### Behavioral Health URL: https://ona.health/specialties/behavioral-health Specialties/02Conventional care #### Notes that hold up when the auditor calls. Mental-health parity enforcement finally has teeth, and prior-auth practices are under direct scrutiny. Behavioral health needs documentation built to survive an audit - not just read as a clinical note. See pricing For therapy & psychiatry The problem The compliance bar for behavioral health just moved. Parity enforcement now expects documentation that can stand next to medical and surgical benefits, and prior-authorisation practices are being examined directly. A clean clinical note is no longer the same thing as an audit-ready record - and that gap is a new, growing burden on practices that were already stretched. With Ona Ona is built so the record is defensible by default. Notes draft against your own templates and every AI edit waits for your say-so, screeners like PHQ-9 and GAD-7 score themselves, consents keep the exact wording each patient signed, and eligibility and benefits are verified on the chart before the visit - so what you can prove keeps pace with what you do. Where Ona shows up first #### Three things behavioral health practices lean on. Each session drafts against DAP, BIRP or your own template from the recording, intake and chart, and nothing Ona changes afterward lands until you keep it. The result is a consistent, structured record - the kind an auditor can follow - without flattening your clinical voice. Explore Clinical Notes Consent templates with required checkboxes, sent with the booking. Every signature is stored with the exact wording, the time, IP address, browser and a SHA-256 hash of the document - on the chart, ready to export or fax when someone asks. Explore Consents Real-time eligibility and benefits verification with co-pay, deductible and plan details on the chart. Claim submissions and denials route back into the same workflow - so the prior-auth trail lives where the visit does. Explore Insurance & Claims A therapist's week #### From a verified benefit to a defensible record. Step 01 #### Coverage is confirmed up front. Real-time eligibility pulls co-pay, deductible and plan rules onto the chart before the first session - so the prior-auth conversation starts from facts, not guesses. Step 02 #### The session opens on a clean screen. Telehealth opens with camera and mic previews and a proper waiting room. Recording is a setting on each visit, and a recording consent can go out with intake before the session. Step 03 #### The note lands structured. The draft arrives against the template you chose - your sections, your shorthand - as a consistent, structured record rather than a free-text block an auditor has to untangle. Step 04 #### The trail is ready before anyone asks. Signatures carry the time, IP address, browser and a hash of the exact wording; messages and consents live on the patient's chart. Pulling one is an export, not a fire drill. Also in the toolkit #### Everything else, on the same chart. The full platform - Patient ChartOne coded record per patient. - Care PlansPlans patients follow between visits. - Intake FormsScored forms and AI interviews. - Video VisitsBrowser video, inside the visit. - Omnichannel InboxCalls, texts, email and chat, together. - Patient PortalSelf-service for patients and families. FAQ #### Behavioral Health, answered. #### How does Ona make documentation audit-ready? Notes draft into a consistent structure, consents keep the exact wording each patient signed, and every signature captures the time, IP address, browser and a SHA-256 hash of the document. The record is defensible without extra after-the-fact work. #### How do I end care with a patient properly? Write a discharge or termination letter from the patient's chart: choose the type and the reasons that apply, set the effective date from your grace period, then sign it on screen or generate it unsigned for a pen signature. The final PDF is stored on the chart and can be downloaded or faxed. #### Can patients opt out of being recorded? Yes. Recording is a setting on each visit, so you can run any session without recording at all. There's no in-app consent banner; practices send a recording consent with intake instead. #### Does Ona help with eligibility and prior auth? Real-time eligibility and benefits verification surfaces co-pay, deductible and plan details on the chart, and claim submissions and denials route back into the same workflow - so the coverage trail stays with the visit. #### Is between-session messaging safe to use? Yes. Chat is HIPAA-grade - encrypted in transit and at rest, role-scoped and logged to the patient record with full history - so the relationship stays warm without the liability of personal SMS. #### See Ona in behavioral health. Book a demo and we'll walk through your own workflows - no slides, no pitch. - Live walkthrough - Free data migration - 14-day free trial More specialties #### Not only behavioral health. Primary CareLess paperwork, more patients. Physical TherapyTight documentation, clean billing. Women's HealthTelehealth-native, multi-state ready. NutritionFor dietitians coordinating GLP-1 care. Integrative MedicineBuilt for cash-pay practices. Functional MedicineLabs and protocols on one chart. Naturopathic DoctorsBills, prescribes and dispenses your way. MedSpas & AestheticsRetention, packages & memberships. ### Physical Therapy URL: https://ona.health/specialties/physical-therapy Specialties/03Conventional care #### Protect the margin on every billed unit. Flat Medicare rates and tightening documentation rules are pushing PT margins down and denials up. Ona keeps the documentation tight, the billing clean and provider attribution clear on every unit. See pricing For physical therapy The problem Physical therapy is being squeezed from two directions at once. Reimbursement is effectively flat-to-down while CMS tightens documentation requirements, so the same care produces more denials and thinner margins. And as PTAs move to general supervision, practices need to track who delivered and who supervised each billed unit - a new attribution problem the old paperwork never had to solve. With Ona Ona keeps the paperwork that protects the margin from becoming the bottleneck. The ambient scribe drafts documentation that holds up to scrutiny, eligibility and claims live in the same workflow, billing itemises cleanly per visit, and reporting makes per-clinician throughput and attribution legible at a glance. Where Ona shows up first #### Three things physical therapy practices lean on. Recording each visit gives Ona a transcript to draft a structured note from, against your own template. Consistent, complete documentation is the cheapest insurance against a denial. Explore Clinical Notes Real-time eligibility and benefits verification with co-pay, deductible and plan details on the chart. Claim submissions and denials route back into the same workflow - fix and resubmit without tab-hopping between payer portals. Explore Insurance & Claims Each visit's invoice is drafted from its services and charted procedures, priced from your fee schedule. Patients pay online by card, at the desk or from a saved card, and every payment posts against the patient and the visit's balance - so what each visit brought in is never a mystery. Explore Billing & Payments A day on the floor #### From a verified visit to a clean claim. Step 01 #### The slate fills itself. Self-service booking against real-time availability keeps the schedule full across the team, with automatic reminders and a canceled time reopening for online booking right away. Step 02 #### Each visit is documented as it happens. The ambient scribe captures the visit while you're treating, so the note that defends the unit drafts from what happened - not from memory at 7pm. Step 03 #### Eligibility and claims stay in one flow. Coverage is confirmed before the visit; claims and any denials route back into the same workflow for a fast fix-and-resubmit. Fewer claims fall through the gap. Step 04 #### The numbers are legible at a glance. Reports break visits, utilization and revenue down by provider, next to visit mix and ageing receivables - so attribution is something you can see, not reconstruct. Also in the toolkit #### Everything else, on the same chart. The full platform - Patient ChartOne coded record per patient. - Reports26 reports, shareable as PDF. - Scheduling & BookingTeam calendars and online booking. - TasksTeam to-dos, linked to the chart. FAQ #### Physical Therapy, answered. #### Will the documentation hold up to tighter rules? Every visit's note drafts against the same template, filled from the visit's recording, intake and chart. Complete, consistent documentation is the most reliable defense against a denial. #### Can I group visits into an episode of care? Yes. Turn on Cases and each chart gets a Cases tab: a case holds the primary and secondary problems, goals with a baseline and target, and a status from Planned to Discharged. Visits link to their case when they're booked, and discharging a case records its reason, such as Goals met or Plateau. #### How does Ona reduce claim denials? Eligibility is verified before the visit, and claim submissions and denials route back into the same workflow so your team can correct and resubmit without leaving the chart or hopping payer portals. #### Can I see per-clinician throughput and attribution? Yes. Reports break visits, utilization and revenue down by provider, alongside visit mix, patient retention and ageing receivables, and any report can be shared as a link or a PDF - so who did what, and what it earned, stays visible. #### Does billing handle per-visit invoicing cleanly? Yes. Each visit's invoice is drafted from its services and charted procedures, patients pay online by card, at the desk or from a saved card, and every payment posts against the patient record for clean reconciliation. #### See Ona in physical therapy. Book a demo and we'll walk through your own workflows - no slides, no pitch. - Live walkthrough - Free data migration - 14-day free trial More specialties #### Not only physical therapy. Primary CareLess paperwork, more patients. Behavioral HealthDocumentation that survives an audit. Women's HealthTelehealth-native, multi-state ready. NutritionFor dietitians coordinating GLP-1 care. Integrative MedicineBuilt for cash-pay practices. Functional MedicineLabs and protocols on one chart. Naturopathic DoctorsBills, prescribes and dispenses your way. MedSpas & AestheticsRetention, packages & memberships. ### Women's Health URL: https://ona.health/specialties/womens-health Specialties/04Conventional care #### Built for telehealth-native women's health. Menopause and hormone care has gone telehealth-first and multi-state, with consumer health data arriving faster than legacy charts can absorb it. Ona is built to keep up - agile where the old EHR is rigid. See pricing For women's health The problem Women's health is the fastest-moving segment in the market right now. Menopause and hormone care has gone telehealth-native, practices operate across state lines, and patients arrive with hormone tracking, symptom logs and wearable data the legacy EHR was never designed to absorb. The pain isn't documentation complexity - it's keeping a fast-evolving, telehealth-first model from outrunning the software underneath it. With Ona Ona is co-designed with practitioners in this space - including Lara Briden, ND, a recommending advisor on the landing page. That shows up in the details: telehealth that opens on a clean screen, a conversational intake that handles sensitive history gracefully, charting that keeps the long arc legible, and a mobile-first portal where patient-reported data actually lands. Where Ona shows up first #### Three things women's health practices lean on. Encrypted browser-based video with camera and mic previews, a proper waiting room and one-click join - no downloads, no third-party links. The visit is stitched into the visit record, so a telehealth-first practice still keeps one chart. Explore Video Visits Interviews walk patients through their history as a chat in plain language, following up where an answer warrants it - particularly useful for delicate topics a flat form would make them abandon. Anything that needs a signature stays a form. Explore Intake Forms Ona drafts against SOAP or your own template from the recording, intake and chart - so the relationship that outlasts any single visit stays readable visit to visit. Explore Clinical Notes A women's-health visit #### From the first tap in the portal to the next plan. Step 01 #### Intake that earns trust. The conversational intake walks patients through sensitive questions a flat form would make them abandon. Answers arrive with a summary and suggested chart records, so you open the session already caught up. Step 02 #### A visit that uses its minutes. Telehealth opens on a clean screen; recording keeps you in conversation, and the note drafts from the transcript when you're ready. Multi-state, telehealth-first care runs from the same chart. Step 03 #### A plan that lives where the patient does. Documents, messages, the food journal and next visits sit in one mobile-first portal. Patients can book, reschedule, complete intake and sign consents without calling the office. Step 04 #### A follow-up that starts with evidence. Food journal trends, intake answers and the messaging thread sit on the patient's chart, so the next visit opens with the picture in plain view and the conversation starts where it should. “I strongly recommend Ona as a tool for practitioners - it does everything for you! Lara Briden, ND·Naturopathic Doctor · Advisor Also in the toolkit #### Everything else, on the same chart. The full platform - Food JournalSearch or snap a meal. - Patient PortalSelf-service for patients and families. - Omnichannel InboxCalls, texts, email and chat, together. FAQ #### Women's Health, answered. #### Is Ona built for telehealth-first, multi-state practice? Yes. Telehealth is encrypted, browser-based and stitched into the chart - no third-party rooms - and the same record runs across locations, so a telehealth-native, multi-state model lives in one place. #### How does intake handle sensitive topics? Interviews walk patients through their history as a chat in plain language, following up where an answer warrants it - useful for delicate topics a flat form would make them abandon. Anything that needs fixed wording or a score stays a form. #### Where does patient-reported data land? On the patient's chart. Patients log meals in the food journal by searching a food or snapping a photo, and you review calorie and macro trends against the targets you set. Forms, interviews and messages land in the same record, and the patient portal keeps visits, shared documents and messages in one mobile-first login. #### Can I use my own charting template? Yes. Notes draft against SOAP, your own templates or a blank page - your sections, your voice - with Ona filling only the fields you marked from the recording, intake and chart. #### See Ona in women's health. Book a demo and we'll walk through your own workflows - no slides, no pitch. - Live walkthrough - Free data migration - 14-day free trial More specialties #### Not only women's health. Primary CareLess paperwork, more patients. Behavioral HealthDocumentation that survives an audit. Physical TherapyTight documentation, clean billing. NutritionFor dietitians coordinating GLP-1 care. Integrative MedicineBuilt for cash-pay practices. Functional MedicineLabs and protocols on one chart. Naturopathic DoctorsBills, prescribes and dispenses your way. MedSpas & AestheticsRetention, packages & memberships. ### Software for Dietitians and Nutrition Practices URL: https://ona.health/specialties/nutrition Specialties/05Integrative & cash-pay #### Nutrition care that runs alongside the meds. GLP-1s have reshaped weight management fast, and dietitians increasingly manage patients alongside pharmacological treatment, not instead of it. That's a coordination problem - and Ona keeps the whole thread in one place. See pricing For dietitians & RDNs The problem The GLP-1 wave changed the nutrition job description. With a large and growing share of weight-management patients now on medication - and oral versions and broader coverage accelerating it - dietitians increasingly work alongside a pharmacological treatment rather than as a stand-alone intervention. The hard part isn't writing the note; it's coordinating a plan that has to move in step with the medication. With Ona Ona makes that coordination cheap. A food journal patients fill in by searching a food or snapping a photo keeps the day-to-day honest, bounded between-visit messaging keeps the plan moving without bleeding into personal SMS, and the chart keeps the medication and supplement picture legible - so nutrition care and drug treatment stay on the same page. Where Ona shows up first #### Three things nutrition practices lean on. Search a food or snap a photo: Ona drafts the items, portions and macros, and the patient confirms each line. On the chart you see calories and macros against the targets you set, compliance and trends - without anyone counting grams. Explore Food Journal Recording the visit lets Ona draft against your template - ADIME, SOAP or your own format - from what was said plus intake and chart, so the first draft is already close. Explore Clinical Notes HIPAA-grade chat - encrypted in transit and at rest, role-scoped - keeps the plan moving between visits and the record clean. The right call when nutrition has to flex around a changing medication. Explore Omnichannel Inbox A nutrition programme #### From first intake to the next check-in. Step 01 #### A clear starting line. Conversational intake gathers history, symptoms, medications and lifestyle context in plain language, with branching that keeps patients on what's relevant - so you know where the drug treatment sits from day one. Step 02 #### A plan that lives in the portal. Upcoming visits, documents, messages and the food journal sit under one mobile-first login. Patients stop forgetting what they agreed to between sessions. Step 03 #### A week that keeps going. Journal entries and bounded messages land on the chart. Calorie and macro trends against your targets are added up for you, so nobody keeps score by hand. Step 04 #### A follow-up that shows the work. The food journal's trends and the messaging thread are on the patient's chart for the next visit - so you adjust the plan around the medication instead of reconstructing the week. Also in the toolkit #### Everything else, on the same chart. The full platform - SupplementsProtocols and dispensary, on the chart. - Video VisitsBrowser video, inside the visit. - Patient PortalSelf-service for patients and families. FAQ #### Nutrition, answered. #### Can I coordinate nutrition care alongside GLP-1 treatment? Yes. Intake captures current medications, the food journal shows calorie and macro trends against the targets you set, and bounded messaging keeps the plan moving between visits - so nutrition care stays in step with a changing drug treatment in one record. #### Can patients log without typing? Yes. Patients can snap a photo of the meal; Ona lists the items, estimates portions and matches them to USDA foods, and the patient confirms or adjusts each line before saving. Hunger, mood, setting and a note can go with each meal. #### How do I stay in touch between visits without drowning? HIPAA-grade messaging inside the product - encrypted in transit and at rest, role-scoped and logged to the patient record. The relationship stays warm; your evenings don't disappear into SMS. #### Where do labs and supplement protocols go? Both live on the chart. Labs are ordered through Junction, Fullscript or a PDF requisition, with results read into Lab Reports, and supplements are charted from the NIH label database, with protocols as templates and Fullscript as an optional dispensary. #### See Ona in nutrition. Book a demo and we'll walk through your own workflows - no slides, no pitch. - Live walkthrough - Free data migration - 14-day free trial More specialties #### Not only nutrition. Primary CareLess paperwork, more patients. Behavioral HealthDocumentation that survives an audit. Physical TherapyTight documentation, clean billing. Women's HealthTelehealth-native, multi-state ready. Integrative MedicineBuilt for cash-pay practices. Functional MedicineLabs and protocols on one chart. Naturopathic DoctorsBills, prescribes and dispenses your way. MedSpas & AestheticsRetention, packages & memberships. ### Integrative Medicine URL: https://ona.health/specialties/integrative-medicine Specialties/06Integrative & cash-pay #### Run a cash-pay practice without the billing drag. Insurance still won't reimburse the extended visits and coaching that define integrative medicine - so most practices run cash-pay or HSA/FSA. Ona's billing flexes to fit, instead of fighting it. See pricing For integrative medicine The problem The defining constraint of integrative medicine hasn't moved: insurance won't pay for the things that make it work - long visits, in-depth coaching, personalised lifestyle planning. So most practices run on cash-pay, HSA and FSA. The software problem isn't documentation complexity; it's payment flexibility, because a billing flow built for insurance claims gets in the way of a practice that doesn't file them. With Ona Ona's billing is built to flex. Each visit's invoice is drafted from its services, patients pay by card online or from a card saved on file, and a program paid over time runs as a membership that ends after a set number of payments. The financial flow fits the cash-pay model instead of fighting it. Where Ona shows up first #### Three things integrative medicine practices lean on. Invoices drafted from each visit's services, payment by card online or from the card on file with an emailed receipt, and superbills for patients who claim reimbursement themselves. No insurance-claim machinery in the way. Explore Billing & Payments Upcoming visits, shared documents, invoices and messages in one mobile-first login. Patients book, reschedule, complete intake, sign consents and pay without calling - friction the cash-pay relationship can't afford. Explore Patient Portal Encrypted browser-based video with a waiting room and one-click join. The extended, coaching-style visit that defines the practice runs from the chart - no third-party room, no pasted links. Explore Video Visits A cash-pay practice #### From first inquiry to a paid, documented visit. Step 01 #### Inquiries land in one place. New callers, texts, emails, the AI receptionist and your website's chat and contact form drop into a lead pipeline with owner, source and follow-up dates - so the cash-pay funnel isn't a spreadsheet. Step 02 #### Booking and payment in one flow. Self-service booking against real-time availability, with payment by card at booking and the time held while the patient checks out. Step 03 #### The long visit runs in the chart. In-person or over telehealth, the ambient scribe captures the extended visit and the note drafts from it against your template, so the depth of the work doesn't cost you the documentation. Step 04 #### The receipt clears on the spot. Payments post against the patient record as they clear, and a charge to the card on file emails the patient a receipt. Balances, refunds and invoice PDFs are one click away. Also in the toolkit #### Everything else, on the same chart. The full platform - SupplementsProtocols and dispensary, on the chart. - Scheduling & BookingTeam calendars and online booking. - Clinical NotesYour templates, filled from the visit. FAQ #### Integrative Medicine, answered. #### Does Ona work for a cash-pay practice? Yes - billing is built to flex. Invoices are drafted from each visit's services, patients pay by card online or from a saved card, and superbills cover patients who claim reimbursement themselves. Ona has no HSA/FSA-specific features. No insurance-claim machinery required. #### Can I offer payment plans for higher-priced programmes? Not as an installment plan on an invoice. Instead, create a membership that bills monthly and ends after a set number of payments, with the program's visits included - each payment is charged to the patient's card and recorded as a paid invoice. #### How do extended, coaching-style visits work? Telehealth runs encrypted in the browser with a waiting room and one-click join, and the long visit's note drafts from the transcript against your own template - so depth of care doesn't translate into hours of documentation. #### Can patients handle everything themselves? The mobile-first portal lets patients book, reschedule, complete intake, sign consents and pay without calling the office - keeping the cash-pay relationship low-friction. #### See Ona in integrative medicine. Book a demo and we'll walk through your own workflows - no slides, no pitch. - Live walkthrough - Free data migration - 14-day free trial More specialties #### Not only integrative medicine. Primary CareLess paperwork, more patients. Behavioral HealthDocumentation that survives an audit. Physical TherapyTight documentation, clean billing. Women's HealthTelehealth-native, multi-state ready. NutritionFor dietitians coordinating GLP-1 care. Functional MedicineLabs and protocols on one chart. Naturopathic DoctorsBills, prescribes and dispenses your way. MedSpas & AestheticsRetention, packages & memberships. ### Functional Medicine URL: https://ona.health/specialties/functional-medicine Specialties/07Integrative & cash-pay #### Bring the lab work onto one chart. Functional medicine runs dozens of specialised panels patients pay for out of pocket, and the interpretation lives in the trends. Ona keeps orders, protocols and results on one chart instead of scattered across vendors. See pricing For functional medicine The problem The defining challenge in functional medicine is lab complexity. Practices run a wide range of specialised panels - microbiome, hormone, food-sensitivity and more - mostly outside insurance, and the clinical value comes from tracking trends across many biomarker types that never fit a normal flowsheet. It's a data problem as much as a clinical one: keeping orders, protocols and results legible when they don't naturally sit in one place. With Ona Ona pulls that work onto a single chart. Labs are ordered from the chart through Junction, Fullscript or a requisition, results are read into values you can trend across labs, the ambient scribe frames the interpretation in the note, and the patient's food journal sits on the same chart - so the trends you reason from live next to the patient, not across five logins. Where Ona shows up first #### Three things functional medicine practices lean on. Order through Junction, Fullscript or a PDF requisition, and every result, from Junction, a fax or an upload, is parsed into values against reference ranges with trends across labs. Supplement protocols sit on the same chart as templates - one source of truth for the lab-heavy practice. Explore Labs Recording the visit lets the note draft against your template from what was said - so the reasoning across panels is recorded with the visit, not lost in a separate spreadsheet. Explore Clinical Notes Patients log meals by searching a food or snapping a photo, and confirm the macros Ona drafts. Calorie and macro trends against your targets, plus the patient's meal notes, sit on the chart next to the panels before the visit. Explore Food Journal A functional-medicine arc #### From a panel-heavy baseline to a legible trend. Step 01 #### A baseline that captures the detail. Conversational intake with branching gathers history, symptoms and lifestyle context as structured data - the starting point a panel-heavy work-up needs. Step 02 #### Orders placed from the chart. Labs go out through Junction, Fullscript or a requisition from the chart, and supplement protocols are charted from templates, so the work-up doesn't scatter across vendor portals. Step 03 #### Interpretation lives with the visit. The ambient scribe drafts the reasoning against your template, and the patient's food journal sits on the same chart as the panels. Step 04 #### The trend stays legible over time. Results, notes, food journal entries and messages sit on one chart, so the next visit opens with the picture across panels rather than a stack of disconnected PDFs. Also in the toolkit #### Everything else, on the same chart. The full platform - SupplementsProtocols and dispensary, on the chart. - Intake FormsScored forms and AI interviews. - Patient PortalSelf-service for patients and families. FAQ #### Functional Medicine, answered. #### How does Ona handle a lab-heavy practice? Labs are ordered from the chart through Junction, Fullscript or a PDF requisition, and every report, from Junction, a fax or an upload, is parsed into values with trends across labs. Supplements and medications sit on the same chart - one source of truth for orders and results. #### Where does the interpretation across panels live? In the note. The ambient scribe drafts the visit against your template with patient and visit data pulled in, so the reasoning is recorded with the visit and stays available at the next one. #### Can patient-reported data sit alongside the results? Yes. Food journal entries, with calorie and macro trends against your targets and the patient's meal notes, sit on the same chart as the panels, and intake forms and interviews land there too. There's no separate symptom tracker. #### Do patients get a clear view of their own data? The mobile-first portal keeps visits, shared documents, lab results your team has reviewed, care plans and messages in one login, so patients can follow their own plan between appointments. #### See Ona in functional medicine. Book a demo and we'll walk through your own workflows - no slides, no pitch. - Live walkthrough - Free data migration - 14-day free trial More specialties #### Not only functional medicine. Primary CareLess paperwork, more patients. Behavioral HealthDocumentation that survives an audit. Physical TherapyTight documentation, clean billing. Women's HealthTelehealth-native, multi-state ready. NutritionFor dietitians coordinating GLP-1 care. Integrative MedicineBuilt for cash-pay practices. Naturopathic DoctorsBills, prescribes and dispenses your way. MedSpas & AestheticsRetention, packages & memberships. ### Naturopathic Doctors URL: https://ona.health/specialties/naturopathic-doctors Specialties/08Integrative & cash-pay #### Software that adapts to how you're licensed to practise. Naturopathic scope, prescribing rights and reimbursement vary enormously by state, and many practices dispense supplements directly. Ona's billing, prescribing and dispensing flex to fit how your practice actually runs. See pricing For naturopathic doctors The problem For naturopathic doctors, the work is shaped less by clinical documentation than by configuration and compliance. Licensure and scope vary enormously by state, prescribing rights differ from place to place, reimbursement is gated by licensure status, and many practices dispense supplements directly to patients. The software has to bend around how a given practice is actually allowed to operate. With Ona Ona is built to flex. Billing handles cash-pay and insurance side by side, e-prescribing is there when your scope includes it, and supplements are charted from the NIH label database and dispensed through Fullscript - so the system fits the shape of your licence and your business rather than forcing a single mould. Where Ona shows up first #### Three things naturopathic doctors practices lean on. Chart supplements from the NIH label database, save the protocols you recommend as templates, and dispense through Fullscript from the patient's Supplements page - so dispensing lives in the same record as the rest of care. Explore Supplements DoseSpot, embedded in the chart, sends legend medications, and controlled substances with the EPCS add-on, and charts sent prescriptions back onto the medication list - ready when your licence includes prescribing rights. Explore E-Prescribing Invoices drafted from each visit's services, payment by card online or from the card on file, and a per-visit switch between insurance and self-pay - so a practice whose reimbursement depends on licensure can bill cash-pay and insured patients from the same flow. Explore Billing & Payments A naturopathic practice #### From intake to a plan you can actually deliver. Step 01 #### Coverage and consent up front. Eligibility verification surfaces what a patient's plan will and won't cover, and consents go out with the booking and come back signed, with the time, IP address and a hash of the exact wording - so the compliance footing is set from the start. Step 02 #### Care documented in your voice. The ambient scribe drafts the visit against your template, keeping the record consistent without flattening a naturopathic approach into someone else's format. Step 03 #### Protocols and prescriptions, as your scope allows. Build supplement protocols as templates and dispense through Fullscript, and prescribe through DoseSpot, embedded in the chart, where your licence permits - both on the same chart. Step 04 #### Billing that matches the practice. Invoice cash-pay and insured patients from one flow, take payment by card online or from the card on file, and hand self-pay patients a superbill they can submit for reimbursement. Also in the toolkit #### Everything else, on the same chart. The full platform - Insurance & ClaimsEligibility, claims and ERAs. - ConsentsSigned before the visit. - Patient PortalSelf-service for patients and families. FAQ #### Naturopathic Doctors, answered. #### Does Ona adapt to my state's scope and billing? Ona flexes around how your practice runs - cash-pay and insurance billing side by side, e-prescribing available where your scope includes it, and supplement dispensing through Fullscript - so the system fits your licence rather than forcing one mould. #### Can I dispense supplements directly from the practice? Yes. Recommend and dispense through Fullscript from the patient's Supplements page, and the plans and orders show next to the supplements you chart. Products you stock in the office can be tracked in Inventory and sold on an invoice. #### What about prescribing rights? E-prescribing is embedded via DoseSpot - legend medications, and controlled substances with the EPCS add-on, with sent prescriptions charted on the medication list - ready for use where your licence includes prescribing. #### Can I bill both cash-pay and insured patients? Yes. Invoices drafted from each visit, card payments online or from a saved card, and superbills handle cash-pay, while automatic eligibility checks and insurance claims support insured patients - all from the same workflow. #### See Ona in naturopathic doctors. Book a demo and we'll walk through your own workflows - no slides, no pitch. - Live walkthrough - Free data migration - 14-day free trial More specialties #### Not only naturopathic doctors. Primary CareLess paperwork, more patients. Behavioral HealthDocumentation that survives an audit. Physical TherapyTight documentation, clean billing. Women's HealthTelehealth-native, multi-state ready. NutritionFor dietitians coordinating GLP-1 care. Integrative MedicineBuilt for cash-pay practices. Functional MedicineLabs and protocols on one chart. MedSpas & AestheticsRetention, packages & memberships. ### MedSpas & Aesthetics URL: https://ona.health/specialties/medspas-aesthetics Specialties/09Integrative & cash-pay #### Win on retention, not just the next new face. New-client growth has cooled, so retention - memberships, recall, repeat visits - is the lever that matters now. Ona ties online booking, reminders, packages and memberships together in one system. See pricing For medspas & aesthetics The problem The growth math for medspas has flipped. New-client acquisition has softened and even existing clients visit a little less, so the practices pulling ahead are the ones winning on retention - which is exactly why membership and recall programmes are growing. The strain is operational: high appointment volume and paperwork without a central system tying scheduling, packages and recall together. With Ona Ona is that central system. Online booking keeps the high-volume calendar full, reminders and confirmation requests cut no-shows, and packages and memberships are sold and booked on the same booking page - all in one place rather than four. Where Ona shows up first #### Three things medspas & aesthetics practices lean on. Self-service booking against real-time availability across the team, with confirmations, reminders and reschedules automated. The volume of appointments that strains a front desk runs on rails. Explore Scheduling & Booking Calls, texts, emails, the AI receptionist and your website's chat and contact form all land in Leads, with the ad or search that sent website visitors. Every inquiry gets an owner and a follow-up date until it books. Explore Leads Map neurotoxin and filler points on face diagrams or the client's photo, with the product and units for each, and add before-and-after photos. Completing the procedure deducts that stock, and 23 starter templates cover the treatments you repeat. Explore Procedures & Inventory A retention-first medspa #### From first visit to a client who keeps coming back. Step 01 #### The calendar stays full. Self-service booking against real-time availability with automated reminders and reschedules keeps a high-volume schedule running without the front desk living in email. Step 02 #### Payment that fits the package. Clients buy packages and join memberships on the booking page, paying by card, and each covered visit draws down what they bought. Step 03 #### Fewer empty chairs. Reminders and confirmation requests go out by email or SMS before every visit, and optional late-cancellation and no-show fees protect the booked time. Step 04 #### A relationship that compounds. The portal and HIPAA-grade chat keep the client connection warm between visits, so retention builds on a real relationship rather than a discount. Also in the toolkit #### Everything else, on the same chart. The full platform - Memberships & PackagesRecurring plans and prepaid visits. - Billing & PaymentsInvoices, cards on file, copays. - Reminders & AlertsVisit reminders, patient texts, team alerts. - Patient PortalSelf-service for patients and families. - Omnichannel InboxCalls, texts, email and chat, together. - Patient ChartOne coded record per patient. FAQ #### MedSpas & Aesthetics, answered. #### How does Ona help with retention? Memberships and packages are sold and booked on your booking page, reminders and confirmation requests keep booked visits from going empty, and the patient portal plus messaging keep the relationship warm between visits. #### Can it handle packages and membership-style billing? Yes. Memberships bill monthly or yearly and can include services, packages and extras that refill each period, and packages sell a set of visits for one price. Clients join or buy on the booking page, and covered visits draw down as they're booked - all in the same flow as scheduling. #### Can Ona chart injections and track product inventory? Yes. Procedures map injection points on Face - front, Face - side or Body - full diagrams, or on a photo, each with a product and quantity. Completing the procedure deducts that stock once, and the Inventory Alerts tab lists low stock and anything expiring soon. #### Will it keep up with appointment volume? Self-service booking against real-time availability, with automated confirmations, reminders and reschedules, keeps a high-volume calendar running without overloading the front desk. #### How do clients stay engaged between visits? The mobile-first portal keeps visits, documents and messages in one login, and HIPAA-grade chat keeps a direct, professional line open - so the relationship doesn't go cold between appointments. #### See Ona in medspas & aesthetics. Book a demo and we'll walk through your own workflows - no slides, no pitch. - Live walkthrough - Free data migration - 14-day free trial More specialties #### Not only medspas & aesthetics. Primary CareLess paperwork, more patients. Behavioral HealthDocumentation that survives an audit. Physical TherapyTight documentation, clean billing. Women's HealthTelehealth-native, multi-state ready. NutritionFor dietitians coordinating GLP-1 care. Integrative MedicineBuilt for cash-pay practices. Functional MedicineLabs and protocols on one chart. Naturopathic DoctorsBills, prescribes and dispenses your way. ## Help centre ### Getting started - Help Center URL: https://ona.health/help/getting-started Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Getting started Open your practice and set up your workspace, services and plan. 6 articles Setting up your workspaceSet up your own profile, your organization contact details, branding and privacy setting, and the locations and rooms your team works from.9 min read Working across multiple locationsSet up organization contact details, physical sites, rooms and your provider profile for a multi-location practice. Learn what belongs in Organization, Locations and My Profile.9 min read Setting up services and packagesCreate the services, packages and memberships your practice offers. Set prices, visit defaults, booking rules, reminders, billing defaults and patient screening.11 min read Your Ona plan and subscriptionReview your organization's subscription, update billing details, view invoices, choose a billing cycle when pricing is ready, and open checkout or subscription management from Settings.7 min read Branding your patient-facing pagesUpload your practice logo and icon, choose brand colors for patient-facing pages, and manage the public welcome page from Organization settings. Learn where those changes appear and what is set separately for the booking widget.8 min read Turning features on and offUse this reference to find which setting controls each optional feature, which menu items it shows, and why a feature may not appear for a team member.7 min read ### Team & access - Help Center URL: https://ona.health/help/team-and-access Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Team & access Invite your team, assign roles, and manage sign-in and timesheets. 5 articles Inviting your teamInvite colleagues to your organization, choose their roles, manage expired invitations, and update team member profiles from Team Members.7 min read Roles, licenses, and permissionsUnderstand how team member roles, invitation status, and your organization’s subscription status affect what a person can do in Ona.9 min read What each role can doCompare Owner, Admin, Staff and Clinician access across the dashboard, patient chart, settings, team management and role-specific actions.11 min read Using timesheetsClock in and out, add or correct time entries, and review worked, break and payable time. Owners and admins can turn on Timesheets, manage the unpaid break rule, review team time, set hourly rates and export totals.9 min read Activity logView organization-wide patient activity, who opened or changed patient records, filter entries by team member or recent date range, load older entries, and open a patient from the timeline.4 min read ### Scheduling & online booking - Help Center URL: https://ona.health/help/scheduling Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Scheduling & online booking Team calendars, booking appointments and your online booking page. 6 articles Calendars and availabilityView personal and team schedules, edit availability, add date overrides, set booking rules and block time from Calendar or Calendars.12 min read Blocking time and recurring eventsBlock unavailable time on your calendar, make blocks repeat, and update or delete blocked time when your schedule changes.8 min read Booking an appointment for a patientBook a patient appointment from My Calendar or the team Calendars page. Booking creates a visit that appears on the calendar.6 min read Rescheduling, canceling, and no-showsChange a visit's scheduled time, cancel a visit, or mark a visit as a no-show from Visits or the visit workspace.6 min read Your website and online booking pageSet your practice logo, publish your welcome page, turn on online booking, and copy the public links from Settings.9 min read Recurring visitsSee when a visit belongs to a recurring series, review the other visits in that series, and change or end future visits without affecting earlier records.6 min read ### Patients - Help Center URL: https://ona.health/help/patients Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Patients Adding patients, inviting them to the portal, statuses, tags and insurance. 8 articles Adding a patientCreate a patient from the Patients list, decide whether to send a portal invitation, and complete the patient record from Details & Settings.6 min read Inviting patients with setup links and QR codesShare patient-specific setup access and understand what patients see when they accept an invitation, open an expired link, or use the Welcome page.9 min read Patient statuses and tagsUse this reference to understand patient status badges, patient tags, visit tags, and the filters that use them.6 min read Patient insurance and card scanningAdd, edit, scan and remove insurance from a patient record. Owners and admins can also require insurance during patient intake from Insurance settings.8 min read Finding and merging duplicate patientsReview possible duplicate patient records from Patients, choose the record to keep, merge duplicate groups, or mark matches as not duplicates.6 min read Archiving, restoring and exporting patient dataArchive a patient record when it should no longer be active, restore an archived patient when you have the right role, and export patient data from the patient chart.6 min read What patients see in the portalUnderstand the patient-facing portal and public Welcome page so your team can answer questions about visits, forms, records, shared files, care plans, messaging and payments.13 min read Guardian and dependent profiles in the patient portalAccept a guardian invitation, switch between your own patient portal profile and a dependent's profile, and manage the dependent's profile, memberships, payment method and insurance when access allows.4 min read ### Forms & consents - Help Center URL: https://ona.health/help/forms-and-consents Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Forms & consents Building, sending and completing forms and consents. 7 articles Building formsCreate form templates, import starting points, add questions and conditional sections, and send forms for patients to complete and sign.9 min read Building self-scoring screening formsTurn a form into a screener by assigning point values, severity bands and risk flags. Send the form to a patient or complete it in person, then review the score after submission.7 min read Building consent formsCreate consent templates with formatted text and checkboxes, browse ready-made templates from the library, use AI to draft from a blank page or PDF, and send consents for patient signature.12 min read Importing form templatesImport form and screening form templates from the library, and preview a template before copying it into your organization.4 min read Sending forms and consents to patientsSend forms and consents to patients, schedule form sends, fill a form in the clinic, resend links, cancel scheduled forms, and share one-time completion links when a patient cannot be notified.9 min read Completing forms and consents in the clinicAdd forms to a patient, choose whether the patient completes a form in person or by secure link, and manage pending, scheduled and submitted forms from the patient chart. Secure links for forms and consents do not require patient sign-in.9 min read Choosing between forms and interviewsUnderstand when to use a form, a screening form, an interview, or a consent to collect patient input in Ona.8 min read ### Communication - Help Center URL: https://ona.health/help/communication Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Communication The omnichannel inbox, texting, email, calls, your channels and notifications. 11 articles The omnichannel inboxUnderstand how Ona brings patient, lead, external contact, and team conversations into one inbox across secure messages, SMS, email, groups, and internal notes.10 min read Texting and emailing patientsSend SMS, email and portal messages from Chats or a patient's chart. Schedule messages, manage scheduled items, unsend eligible messages, and keep internal notes separate from patient communication.10 min read Group chats and team conversationsCreate and work with group conversations in the omnichannel inbox. Find group chats, rename them, manage access, follow mentions, and use message actions that are available for in-app messages.8 min read Phone callsPlace calls from Ona, answer inbound calls in the browser, and review call cards with AI summaries, recordings, transcripts, and outcomes in the conversation.8 min read Internal notes and mentionsUse internal messages, mentions and notes in the omnichannel inbox to coordinate with your team without sending those details to the patient.7 min read Setting up your channelsProvision your practice phone number, inbox email address, phone calling, call answering, voicemail settings, and spam number list from Omnichannel settings.10 min read Getting your phone number approvedProvision your practice phone number from Omnichannel settings and track carrier approval for local 10DLC registration or toll-free verification. You can also finish setup, enable calling, choose who answers inbound calls, set your voicemail greeting, review team phone numbers, and manage spam numbers on the same page.10 min read Chatting with website visitorsSet up the website chat widget, add it to your practice website, and answer visitor messages from the omnichannel inbox.6 min read Notifications and remindersSet practice-wide email and SMS notification defaults, choose when visit intake is sent and when patients are reminded to finish it, schedule visit reminders, and edit notification message templates. Manage your own bell notifications from the same page.10 min read Editing notification templatesCustomize the email and SMS wording used by automated notifications in Settings. You can preview each template with sample data, insert supported variables, save custom copy, or restore the built-in default.9 min read Managing external contacts in OmnichannelUse the Omnichannel address book to save practices, payers, pharmacies, vendors, and other outside contacts. You can search and filter the list, update contact details, delete contacts, and open text, call, or email conversations from a saved contact.5 min read ### Faxes & referral inbox - Help Center URL: https://ona.health/help/faxes Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Faxes & referral inbox Sending and receiving faxes, fax contacts and the incoming referral inbox. 3 articles Sending and receiving faxesSet up faxing, work incoming faxed documents, send outgoing faxes, link faxes to patients, and manage the fax archive from Faxes.8 min read Fax contactsManage the shared fax directory your practice uses for labs, clinics, pharmacies, referrers and other fax recipients. Add contacts, name unidentified senders, organize contacts with tags, and keep contact details up to date from Faxes.6 min read Managing incoming referralsWork the incoming referral inbox, review parsed referral details, link referrals to patients, archive referrals, and monitor processing status from Referrals.8 min read ### Billing & payments - Help Center URL: https://ona.health/help/billing Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Billing & payments Stripe, invoices, estimates, payments, refunds and memberships. 15 articles Connecting Stripe for patient paymentsConnect the practice's existing Stripe account or create a new one from Settings, check whether charges and payouts are ready, and control card-saving settings for patient intake and online payments.9 min read Invoicing patients and collecting paymentsReview patient invoices in list or board view, create and edit draft invoices, issue them to patients, and collect or record payments. Use the organization-wide Invoices page, a patient's billing page, or a visit's invoice card depending on your role and workflow.16 min read Estimates (billing quotes)Review the quote attached to a visit, send it to the patient, track whether it was accepted or declined, and turn an accepted quote into a draft invoice.6 min read Payment links and charging a card on fileCopy a pay link from an invoice, charge a patient's saved card when the invoice is eligible, and understand why these payment actions may be unavailable.7 min read Refunds, voids, and recording offline paymentsRecord payments taken outside Ona, refund overpayments or specific payments, and void invoices that should no longer bill the patient. You can do this from the practice-wide Invoices page or from a patient's Invoices page.6 min read Collecting copaysReview the expected copay for a visit, issue or update a copay invoice from a claim, and open the visit invoice after billing the copay.8 min read Setting up memberships and recurring billingEnable memberships, create monthly or yearly recurring plans with included items and optional fixed terms, review enrolled patients by plan, and understand what happens when you edit or archive a plan.9 min read Enrolling a patient in a membershipTurn memberships on, create a plan with services, packages, and custom items, enroll a patient from their chart, and review status, payment progress, and included coverage details.8 min read Invoice statusesUse this reference to understand invoice status groups, amount labels, refund banners, and insurance-related line labels on the Invoices page and a patient's Invoices section, including the Board view, row badges, and billing profile labels.8 min read Promo codesSwitch promo codes on for your organization, manage the codes your practice offers, and understand where patients can apply them during booking and payment.6 min read Choosing the logo on invoices and superbillsUpload, replace, or remove your practice logo for invoices, superbills, and other patient-facing pages. Changes are staged until you save the organization's settings page.3 min read Memberships in the patient portalTurn memberships on for your organization, understand what patients can do with them in the portal, and know how plan changes affect current members.6 min read Auto-charge after insuranceTurn on organization-wide auto-charge after insurance, set the notice period and cap, and understand how patients, guardians, and staff record consent on a saved card.5 min read Patient credits and overpaymentsReview a patient's held credit, refund due, credit history, and money activity on the patient's Billing page. Apply held credit to eligible invoices and see how overpayments appear when they are moved onto the patient's account.6 min read Managing billing profilesUse billing profiles when your clinic bills through more than one Stripe payment account. Choose a billing profile when Ona asks, change an invoice's billing profile, and understand what happens to new payments, existing card charges, and invoice numbers.4 min read ### Insurance & claims - Help Center URL: https://ona.health/help/insurance Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Insurance & claims Insurance setup, enrollment, fee schedules, claims, ERAs and eligibility. 15 articles Setting up insuranceTurn on insurance features, choose whether patients must add insurance during intake and card photos, and enter the billing provider and rendering NPI details used on claims.7 min read Setting up your clearinghouseChoose the clearinghouse your organization uses for insurance transactions, connect Claim.MD when needed, and understand what changes when you switch clearinghouses.5 min read Payer enrollmentSend payer enrollment requests from Insurance settings, choose whether the payer credentials the practice or one clinician, and complete clearinghouse tasks when action is required.7 min read Fee schedulesSet global CPT fees, add payer-specific rates, manage self-pay cash rates, and import a fee schedule spreadsheet from Insurance settings.10 min read Scrubbing claims with billing rulesSet claim-scrubbing checks, limits, reminders and custom billing rules before claims are submitted. Use payer-type and payer scopes when one group of claims needs different rules.7 min read How claims move through OnaUnderstand the claim lifecycle in Ona, from draft claim data through submission, payer responses, payments, secondary claims and patient billing.8 min read Working the claims queueUse the claims queue to find, filter, submit, review and follow up on insurance claims. Learn how payer statuses, workflow buckets, claim details, alerts, history and versions fit together.11 min read Checking claim statusFind a claim, open its details, and review claim status, payer messages, alerts, payment information, attachments and history from the claims queue or a patient's claims page.6 min read Correcting, resubmitting, and reverting claimsCorrect denied claims, resubmit claims when the action is available, and use claim history to review or revert saved claim versions from the claims queue.7 min read Billing secondary insuranceCreate a secondary insurance claim from an adjudicated primary claim and handle missing or already filed secondary coverage from the claims queue.4 min read Reviewing ERAs and remittances on claimsReview posted payer remittances from a claim, understand how the payer split the balance, export ERAs as CSV when needed, and create a secondary draft when another policy should be billed.9 min read Managing prior authorizationsRecord scripts and prior authorizations from a visit’s eligibility details, track remaining visits, and see when an authorization issue affects eligibility.8 min read From visit billing to superbill and claimCreate and review a superbill from a completed visit, then finalize, download, or void it. Start a draft claim from the visit’s Insurance page when the claim workflow is available.6 min read Reading eligibility resultsOpen a visit's eligibility details, read the coverage verdict, review insurance and authorization information, and understand benefit rows and failed checks.10 min read Claim statuses and bucketsUse claim statuses, buckets, and alerts to read the claims queue and prioritize follow-up work.5 min read ### Practice operations - Help Center URL: https://ona.health/help/practice-operations Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Practice operations Leads, reports, inventory and your integrations. 7 articles Managing leads and converting them to patientsTrack prospective patients in Leads, assign follow-ups, log activity, export matching leads as CSV, and convert qualified leads into patient records.8 min read Reading reportsUse Reports to review visit activity, revenue, patient A/R, and claims performance. Choose a date range where it applies and export report data to Excel or CSV.6 min read Managing inventoryTrack catalog items, stock levels, movements, alerts and consumption protocols across practice locations. Receive, transfer, adjust and write off stock from Inventory.9 min read Stock movements: receive, transfer, adjust, and write offRecord stock changes that keep inventory accurate: receiving shipments, moving stock between locations, reconciling counts, writing off unusable stock, and reviewing movement history.8 min read Setting up the AI ReceptionistEnable the AI Receptionist, choose how new callers are handled, add call instructions, manage knowledge files, and tag visits the receptionist books.13 min read Setting up DoseSpotConnect your clinic to DoseSpot, link prescribers and proxy staff, set a clinician fax number, and manage DEA registrations for controlled substances.11 min read Connecting Junction and FullscriptConnect Fullscript for supplement and lab workflows, and manage Junction setup for lab ordering. Owners and admins can connect or disconnect Fullscript, provision Junction, check readiness, and choose whether Junction messages patients.9 min read ### Clinic configuration - Help Center URL: https://ona.health/help/clinic-configuration Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Clinic configuration Setting up the clinical tools your clinicians use. 4 articles Charting SectionsChoose which charting sections appear in the patient record and visit canvas, and configure Vitals units and measurements for your organization.6 min read Configuring cases, care plans, and discharge lettersTurn on Cases and Care Plans, configure chronic care management for care plans, and customize the discharge and termination letter settings your clinic controls.8 min read Food journal defaultsTurn the Food Journal on or off for your practice, then set patient-specific nutrition targets from the patient chart. You can also choose presets and decide whether a patient sees calories in their own journal.7 min read Setting up labs and supplementsTurn lab and supplement workflows on for your organization, finish optional Junction and Fullscript setup, and manage supplement templates your team can use from patient and visit supplements.11 min read ### Your account - Help Center URL: https://ona.health/help/your-account Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Your account Your profile, signature, NPI, calendar sync, sign-in and time clock. 6 articles Two-step verificationSet up a 6-digit authenticator code for your Ona sign-in, keep a backup, and learn how owners and admins can reset it for locked-out team members.7 min read Signing in and resetting your passwordSign in to Ona, create an account when you are invited, verify your email, accept a team invitation, and reset a forgotten password.6 min read Your profile and signatureUpdate your own profile, provider identifiers, signature and member card from My Profile. Owners and admins can also update organization logo, icon, branding, contact settings, opening hours, locations and rooms.9 min read Your NPI and individual insurance detailsAdd or update the rendering provider NPI used for your insurance claims. Clinicians manage their own NPI, while owners and admins manage organization insurance setup from Insurance settings.5 min read Syncing with Google CalendarConnect your personal Google Calendar so Ona can read busy times and write scheduled visits to Google. Owners and admins can also manage clinic-wide privacy settings for Google Calendar sync.9 min read Sharing your member ID cardPublish your member ID card as a public link, copy the link, save a card photo, or rotate the link when you need a new address.5 min read ### Your day - Help Center URL: https://ona.health/help/your-day Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Your day Your dashboard, notifications and using Ona on your phone. 3 articles Your dashboardUse Dashboard to see your day, change the reporting range for dashboard widgets, and customize the widgets shown on your desktop home page.7 min read Using the notifications centerUse the sidebar bell to review unread notifications, open the related work, and mark items read. Owners and admins can also manage practice-wide notification settings from Settings.8 min read Using Ona on your phoneUnderstand what the mobile Dashboard is for, what you can check from a phone, and why some Ona areas still ask for a desktop or laptop.5 min read ### Visits - Help Center URL: https://ona.health/help/visits Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Visits Finding your way around a visit, statuses, the pre-visit briefing, telehealth and recording. 6 articles Recording visits with Ambient ScribeRecord the visit conversation - onsite, on a video call, or by upload - and get a speaker-labelled transcript that drives the AI note.6 min read Visit statusesUnderstand the visit status labels that appear in Visits and visit records, including the statuses that close a visit for schedule changes.4 min read Understanding the visit SummaryUnderstand what the visit Summary is, where it appears in a visit, and how summary edits and templates work.6 min read Creating and running a visitCreate a visit, attach services, interviews, and consents, work the visit workspace, and manage visit billing items such as services, copays, and superbills.10 min read Running telehealth visitsRun video-call visits with separate clinician and patient links, chart and bill the visit as usual, and use the correct place-of-service code for telehealth.5 min read Finding your way around a visit"Understand the visit page in Ona: where clinical charting, intake, billing, insurance and visit-specific tools appear, including the mobile top bar, chip strip, drawer and Records flow. Archived patients’ visits are read-only, and the header shows coverage and balance at a glance."11 min read ### Patient chart - Help Center URL: https://ona.health/help/patient-chart Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Patient chart Cases, diagnoses, medications, vitals, media and everything else in the chart. 11 articles Finding your way around the patient chartLearn how the Patients page and patient chart fit together, including the chart sidebar, Summary, timeline, Details & Settings, guardians and the authorized person area. Understand why some chart sections depend on role or enabled features, and how owners, admins and staff can bulk archive or restore patients and visits from lists.11 min read CasesUse cases to group a patient's visits into an episode of care with problems, goals, linked visits, billing details, status history and discharge outcomes. Owners and admins can turn Cases on from Settings.9 min read Diagnoses, medications, and allergiesRecord diagnoses, medications, allergies, supplements, and No known allergies from the patient Summary or while charting a visit. Review details, edit clinical fields, and archive records that should no longer appear in the active chart.9 min read Observations and vitalsReview and update patient observations from the chart or a visit record. Edit an observation's value and note when the record is not read-only.3 min read Reviewing AI-suggested recordsReview AI-suggested diagnoses, medications, allergies, supplements, patient history and reasons for visit. Confirm suggestions you want to keep, or dismiss suggestions that do not belong in the chart.7 min read Carrying records forward between visitsBring active chart diagnoses, medications and allergies into a visit from the visit Records page instead of re-entering them.5 min read Patient media and documentsUpload, preview, organize, rename, move, share, download, archive and restore files in a patient's Media section or a visit's Media section. Share files and folders with the patient portal when the patient should be able to see them, and delete files permanently after they are archived.10 min read Food journal and nutrition targetsReview a patient's food journal from the patient chart, set daily nutrition targets, and edit or delete meal entries. Owners and admins can also turn the food journal on or off for the organization.9 min read Using the patient notebookCreate, search, edit and delete free-text notebook notes from a patient's chart or from a visit. The visit notebook shows the same patient-scoped notes as the patient's chart.6 min read Archived patients in charts and visitsUnderstand why a patient chart or visit becomes read-only when a patient or visit is archived. Learn what still works and what to check before assuming something is broken.4 min read Body mapUse the Body map in a patient's chart or visit to pin findings to the front or back of the body, review earlier findings, and read each kind, field, and region label.11 min read ### Charting & notes - Help Center URL: https://ona.health/help/charting Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Charting & notes Note templates, AI-drafted notes, signing, amending, sharing and procedures. 7 articles Building note templatesBuild reusable note skeletons with placeholder syntax, or import from the 18-template library - SOAP, DAP, intake, and referral letters.4 min read Reviewing and signing an AI-drafted noteCreate a note from a template or a past note, review and edit Ona's draft, then sign it. You can also share a signed note with the patient or export it as a PDF.9 min read Correcting a signed noteLearn what signing locks on a clinical note, how to correct a signed note with an amendment, and what history and sharing actions remain available on the patient chart or visit.7 min read Exporting and sharing notesExport signed notes as PDFs, fax them when faxing is enabled, share notes with the patient portal, and create an After Visit Summary PDF from a visit.5 min read ProceduresRecord procedures for a patient or visit, add CPT codes, images and injection site maps, and complete, stop or archive procedure records.8 min read Co-signing a noteAdd your signature to an already signed note and review the signature list from the note panel.3 min read Reviewing AI revisions and proposals in a noteReview Ona's proposed note changes before you save or sign. Retry empty AI fields, regenerate or polish text, ask Ona about selected text, and keep or discard each proposal in a draft note.7 min read ### AI tools - Help Center URL: https://ona.health/help/ai-tools Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### AI tools Ambient Scribe, Ona Assistant, the command menu, and how Ona's AI uses your data. 3 articles Using Ona AssistantOpen Ona Assistant from anywhere in the dashboard, ask practice-wide or record-specific questions, and check the context behind each answer before you rely on it.6 min read Using the command menu and snippetsOpen the command menu from any dashboard screen to search records, open pages and settings, create tasks, and insert saved snippets. You can also create, edit, share, and delete snippets from the same menu.10 min read How Ona's AI works with your dataUnderstand where Ona uses AI in chat, notes, and visit recordings, what it can draft or suggest, and where clinicians review it before keeping it.9 min read ### Interviews - Help Center URL: https://ona.health/help/interviews Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Interviews Building and sending interviews, and reading assessment results. 3 articles Building interviewsBuild conversational interviews from steps and subjects, import from the template library, and attach them to services so a structured history arrives before the visit.10 min read Sending interviews to patientsSend interviews from a patient chart, start an interview in the clinic, manage scheduled and in-progress interviews, and review results when they are ready.10 min read Reading assessment resultsOpen a patient interview from the chart, review its Summary, read the Conversation, and check Records linked to that interview.8 min read ### Care programs - Help Center URL: https://ona.health/help/care-programs Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Care programs Care plans, Care Time and chronic care management. 2 articles Care Time and chronic care managementTurn on Care Time, log care-management work for a patient, enroll them in chronic care management, and close a month into draft CCM claims. This article also explains thresholds, role-based CCM codes, and the reasons a close is blocked or skipped.15 min read Building care plansBuild a reusable protocol once, apply it to any patient, and publish a plan they follow between visits - goals, recommendations, patient steps and shared photos, with every published version kept.15 min read ### Orders & prescriptions - Help Center URL: https://ona.health/help/orders-and-prescriptions Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Orders & prescriptions Prescriptions, lab orders, requisitions, lab reports and supplements. 8 articles Ordering labs through JunctionPlace electronic lab orders from the patient chart, follow each order from requisition to result, share matched orders with patients, and unstick orders that stop updating.7 min read Recommending supplementsRecommend supplements through Fullscript from the patient chart, and keep every recommendation on the record.4 min read Ordering labs through FullscriptOrder labs from the Fullscript catalog inside the patient chart, and open the results PDF when it comes back.4 min read Sending a prescriptionOpen DoseSpot from any patient chart to write a prescription - or, on a proxy account, prepare one and queue it for a prescriber to review and send.6 min read Generating lab requisitionsCreate a PDF lab requisition, filled in from the patient record, then fax it, print it, or share it with the patient in the portal.5 min read Viewing a patient's medication historySee what a patient has actually been dispensed - including prescriptions written outside your practice - from the Medication History view inside DoseSpot.6 min read Reviewing lab reportsRead parsed lab values next to the original report, acknowledge critical results, mark reports reviewed, and follow markers over time.4 min read Adding supplements and using supplement templatesAdd supplements to a patient chart, apply reusable supplement templates, and manage supplement template catalog rows and starter library imports.7 min read ### Referrals & letters - Help Center URL: https://ona.health/help/referrals-and-letters Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Referrals & letters Outgoing referrals, signing documents for fax, and discharge letters. 3 articles Sending outgoing referralsGenerate referral letters from a visit, attach chart documents, save drafts, and sign and send referrals by fax.7 min read Signing documents for faxSign an incoming fax and send it back or forward it from the Faxes inbox. Learn who can open the inbox, who can sign, and when the signed copy can be saved to a patient's chart.5 min read Discharge and termination lettersSet clinic-wide wording for discharge and termination letters, then compose, preview, sign, download or fax a final letter from a patient's chart.9 min read ### Working with your team - Help Center URL: https://ona.health/help/working-with-your-team Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Working with your team Tasks, mentions, internal notes and messaging. 3 articles Using tasksThe shared to-do board for everything that is not a visit - follow-ups, chasing forms, onboarding steps - assigned and tracked.5 min read Opening panels side by sideUse split view on desktop to keep supported panels open beside your main workspace. Learn how to close and resize the panel while you work.5 min read Mentioning teammatesType @ to tag a colleague in a note, task, or lead - they get an in-app notification that takes them straight to what you wrote.3 min read ### Reference - Help Center URL: https://ona.health/help/reference Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Reference Glossary, statuses and permissions at a glance. 2 articles GlossaryDefinitions for common Ona terms, including product names, navigation labels, roles, settings areas, and integration names.14 min read Seeing what's new in OnaUse Dashboard to review new release announcements, change the dashboard time range, and customize your desktop widget layout.7 min read ### Setting up your workspace - Help Center URL: https://ona.health/help/setting-up-your-workspace Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Setting up your workspace Set up your own profile, your organization contact details, branding and privacy setting, and the locations and rooms your team works from. Getting started9 min readUpdated October 19, 2026 What you can do here - Update your photo, display name, contact details and professional profile - Add your Type 1 NPI, taxonomy codes and handwritten signature - Set your organization phone number, contact email, website, address, timezone, opening hours, logo, icon and brand colors - Choose whether clinicians see every patient or only assigned patients - Add the sites your team works from, add rooms under each site, and set claim identifiers for service facilities You’ll need: the Owner or Admin role for Organization and Locations. Any team member can update their own profile. Start with Settings → My Profile, then use Settings → Organization and Settings → Locations to finish the workspace setup for the practice. Profile and Organization changes are not saved as you type. When you change something, a save bar appears at the bottom of the page. Use it to save your edits or discard them. #### How do I update my profile? Use Settings → My Profile to control how you appear across Ona, what appears on documents you sign, and the provider identifiers used on claims you render. 2Display name3Billing identifiers4Signature Use Display name (2) for the name that appears across Ona, Billing identifiers (3) for your NPI and taxonomy codes, and Signature (4) for the handwritten signature used on documents you sign. - In the left sidebar, click Settings (at the bottom). In the settings menu, under Account, click My Profile. - Add a profile photo if needed, then fill in Display Name. Display Name is required. - Complete Personal details (2), Contact (3) and Address as needed. Your Email is your sign-in address and cannot be changed here. - In Practice, add Credentials, Specialty and Bio. - In Billing identifiers (3), add your Type 1 NPI and Taxonomy codes. The first taxonomy code is the one billed on claims. - In Signature (4), add the handwritten signature used on documents you sign. - Select Save changes. Your Member card preview updates from your profile details. A profile photo must be an image under 5 MB. #### How do I update organization contact details and opening hours? Use Settings → Organization to set the practice contact details, address, timezone, weekly opening hours and brand colors. 1Contact fields2Address3Timezone4Open days The screenshot callouts show the parts of the page you use: Contact fields (1) for the organization phone, contact email and website; Address (2) for the practice address; Timezone (3) for the timezone that opening hours use; and Open days (4) for the weekly schedule. - In the left sidebar, click Settings (at the bottom). In the settings menu, under Practice, click Organization. - In Contact (1), enter the organization Phone number, Contact email and Website. - Fill in Address (2) if you want the organization address on file. - In Timezone (3), choose timezone. - Use the brand colors section to set your branding colors. - Turn on each day your team is available using Open days (4). - Set the from and to times for each open day. Use the brand colors section carefully. A dark background can block saving until you choose a lighter one. The Phone number is shown to patients and offered to website visitors. The Contact email is the primary address for patient inquiries. The Website is printed in the letterhead of documents you send patients, such as discharge letters, and it appears with a leading https:// prefix. Opening hours are read in your clinic's timezone. Call routing reads these hours too. A day that is turned off is Closed. When you turn a day on, it starts with 9:00 AM to 5:00 PM. The closing time must be after the opening time; you cannot save while a day has invalid hours. #### How do I choose who can see patients? In the left sidebar, click Settings (at the bottom). In the settings menu, under Practice, click Organization, then use Privacy to choose whether clinicians can see all patients or only patients assigned to them. Patient Visibility option What it means All Clinicians See All Patients All clinicians in the organization can see and access all patients. Assigned Patients Only Clinicians can only see patients specifically assigned to them. This setting applies to members whose only role is Clinician. Owners, admins and staff are not limited by this setting. #### How do I add a location? Use Settings → Locations to add each physical site your team operates from. Each site appears as a card with its room list. 1Add location2Edit3More for Main Clinic4Add room Use Add location (1) to create a new site, Edit (2) to change the site details, More for Main Clinic (3) for the site menu, and Add room (4) to add a room under that site. The page header shows Add location (1) once you already have locations. When you do not, the page uses the same action to get you started. Edit (2) opens the site details, More for Main Clinic (3) opens the site menu, and Add room (4) adds a room under that site. - In the left sidebar, click Settings (at the bottom). In the settings menu, under Practice, click Locations. - Select Add location. - Enter Name. A location name is required and can be up to 100 characters. - Add Phone and address if they apply to this site. - In Service facility, add Facility NPI and Taxonomy code if claims for this site need Box 32a and Box 32b. - Select Create. The location appears as a site card with any rooms you add under it. The Facility NPI must be a valid 10-digit Type 2 NPI. The Taxonomy code must be a valid 10-character NUCC taxonomy code. #### How do I add rooms to a location? Use Settings → Locations to add rooms under a site after the site already exists. 1Add room2Rooms3More for Consult Room 1 Use Add room (1) to start a new room, Rooms (2) to see the room list on the site card, and More for Consult Room 1 (3) for the room menu. - On the site card, select Add room (1). - Type the room name. - Press Enter. The room is added and the room box stays open so you can enter another room. Press Esc to cancel the room box. #### How do I edit or delete locations and rooms? Use Settings → Locations to change a site or room, or remove one you no longer use. 1Edit2More for Main Clinic3Add room - To edit a site, select Edit (1) on the site card. To edit a room, select Edit room from the room's menu. - Change the details in the panel, then save the panel. - To remove a site or room, select Delete location or Delete room. - In the confirmation dialog, select Delete. Deleting a room permanently removes that room from your organization. Deleting a location permanently removes the location and every room inside it. This cannot be undone. #### What can't I do here? Open Settings in the left sidebar, then click Organization or Locations under General. Owners and admins can use those pages. Other team members can update My Profile, but they cannot manage organization settings or locations from these pages. You cannot change your sign-in Email on Settings → My Profile. You cannot save Organization settings while a Phone number, Contact email, timezone, Opening hours range or brand background is invalid. A location cannot be saved with an invalid Phone, Facility NPI or Taxonomy code. You cannot add a room by itself. Rooms are created under a location. #### Common questions #### Do profile changes save automatically? No. Profile changes, including photo and signature changes, are saved when you select Save changes. #### Can I change my sign-in email on My Profile? No. Email is read-only on Settings → My Profile. #### What is the difference between an organization address and a location address? The organization address belongs to the practice as a whole. A location address belongs to a specific physical site where your team works. #### Can I add a room without adding a location first? No. Rooms are nested under sites, so add the location first, then add rooms under them. #### What should I set up after this? After your profile, organization settings and locations are in place, set up your services, then invite your team. Related guides Your profile and signatureUpdate your own profile, provider identifiers, signature and member card from My Profile. Owners and admins can also update organization logo, icon, branding, contact settings, opening hours, locations and rooms.9 min readWorking across multiple locationsSet up organization contact details, physical sites, rooms and your provider profile for a multi-location practice. Learn what belongs in Organization, Locations and My Profile.9 min readInviting your teamInvite colleagues to your organization, choose their roles, manage expired invitations, and update team member profiles from Team Members.7 min readSetting up services and packagesCreate the services, packages and memberships your practice offers. Set prices, visit defaults, booking rules, reminders, billing defaults and patient screening.11 min readChatting with website visitorsSet up the website chat widget, add it to your practice website, and answer visitor messages from the omnichannel inbox.6 min read ### Working across multiple locations - Help Center URL: https://ona.health/help/multiple-locations Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Working across multiple locations Set up organization contact details, physical sites, rooms and your provider profile for a multi-location practice. Learn what belongs in Organization, Locations and My Profile. Getting started9 min readUpdated October 19, 2026 What you can do here - Add each physical site your team operates from - Nest rooms under the site they belong to - Store address, phone and CMS-1500 service facility details for each site - Update practice-wide contact details, brand colors, branding and the practice icon in Organization - Keep your own provider identifiers and signature in My Profile You’ll need: the Owner or Admin role. Have each site's address, phone number, facility NPI and taxonomy code ready if you plan to store CMS-1500 service facility details. Multi-location setup is split across three Settings pages. Use Settings → Organization for practice-wide contact details, branding and the practice icon, Settings → Locations for physical sites and rooms, and Settings → My Profile for your own provider identity. #### How do I add a location? Add a location in Settings → Locations for each physical site your team operates from. A site can store its own address, phone number and CMS-1500 service facility details. The Locations page shows each site as a card. Use Add location to create a new site. 1Add location2Main Clinic3Mission Bay Clinic Use Add location (1) to create a site. The example cards Main Clinic (2) and Mission Bay Clinic (3) show how locations appear on the page. - In the left sidebar, click Settings (at the bottom). In the settings menu, under General, click Locations. - Select Add location. - Enter the location Name. This is required and can be up to 100 characters. - Add Phone and Address if you want them stored with this site. - Under CMS-1500 service facility, add Facility NPI and Taxonomy code if this site needs service facility details on claims. - Save the location from the bar that appears. The new site appears as a card on the Locations page. If the location name is already used, Ona shows Name already used and keeps the panel open so you can change it. Facility NPI expects a valid 10-digit Type 2 NPI. Taxonomy code expects a valid 10-character NUCC taxonomy code. #### How do I add rooms to an existing location? Add rooms in Settings → Locations when you want to track rooms within a site. Rooms belong to a specific site and appear inside that site's card. 1Add room2Rooms3Consult Room 1 Use Add room (1) to open the room sheet, Rooms (2) to see the list under the site, and Consult Room 1 (3) as an example room in that list. On the same page, use the site card to add rooms under it. - Select Add the first room or Add room in the card footer. - Enter the room Name in the sheet. - Press Enter to add another room name, or select Add a room / Add another room to keep creating rooms. - Save the location from the bar that appears when you finish the sheet. The room is created under that site, and the room entry stays open so you can add another room. Room names are required and can be up to 100 characters. #### How do I edit a location or room? Edit a location or room in Settings → Locations when its name, address, phone number or site billing details change. On the same page, find the site card or room row. - For a site, select Edit. For a room, select Edit room from its menu. - Update the fields you need. - Save your changes from the bar that appears. 1Edit2More for Main Clinic3More for Consult Room 1 Use Edit (1) to change the site itself. The site menu for Main Clinic (2) and the room menu for Consult Room 1 (3) hold the other actions for each record. For a site, you can edit Name, Phone, Address, Facility NPI and Taxonomy code. For a room, you can edit Name. The room sheet includes the room's parent site and the booking details that apply to it. #### How do I delete a location or room? Delete a location or room in Settings → Locations only when it should be permanently removed from your organization. 1More for Main Clinic2Delete location Use the site menu for Main Clinic (1) to reach Delete location (2). On the same page, open the card's menu and select Delete location. For a room, select Delete room from the room menu. - Review the confirmation message. - Select Delete. Deleting a location that contains rooms also deletes those rooms. Ona warns you how many rooms will be removed. This action cannot be undone. #### How do I update organization-wide contact details? Use Settings → Organization for details that apply to the whole practice, including the practice icon. - In the left sidebar, click Settings (at the bottom). In the settings menu, under General, click Organization. - Under Contact, update Phone number, Contact email or Website. - Under Location, update the organization Address and Timezone. - Under Brand colors, update your practice colors if needed. 1Contact2Location3Brand colors Use Contact (1) for practice phone, email and website, Location (2) for the practice address and timezone, and Brand colors (3) for your colors. The organization Phone number is shown to patients and offered to website visitors. Contact email is the primary address for patient inquiries. Website is printed in the letterhead of documents you send patients, such as discharge letters. The organization Address and Timezone apply to the practice as a whole. Ona will not save organization changes if the phone number or contact email is invalid. #### How do I update my own provider details? Use Settings → My Profile for your own personal and professional details. These are separate from organization-wide settings and site settings. - In the left sidebar, click Settings (at the bottom). In the settings menu, under General, click My Profile. - Update Display Name. This is required and is how you appear across Ona and to patients. - Add or remove your profile photo if needed. The page lists JPG, PNG or WebP images up to 5 MB. - Update your personal details, contact details and address. - Under Billing identifiers, add your individual NPI and Taxonomy codes. - Under Signature, add the handwritten signature used on documents you sign. 2Display name3NPI4Signature Use Display name (2) for how you appear across Ona and to patients, NPI (3) for your individual provider identifier, and Signature (4) for the handwritten signature used on documents you sign. Your profile Email is your sign-in address and is read-only here. Your provider NPI is your Type 1 individual NPI. Taxonomy codes are kept in priority order, and the first code is the one billed on claims. #### What goes where? In the left sidebar, click Settings (at the bottom), then use the pages under General when you set up or maintain a multi-site practice. 1My Profile2Organization3Locations Use My Profile (1) for your own details, Organization (2) for practice-wide settings, and Locations (3) for sites and rooms. Setting Where to set it What it controls Practice phone, email, website, address, timezone, brand colors and opening hours Settings → Organization Organization-wide contact details, branding, the practice icon, clinic timezone, opening hours and preferences Patient visibility Whether clinicians see all patients or only assigned patients A physical clinic site Settings → Locations A site your team operates from Rooms inside a site Rooms nested under that site Facility NPI and facility taxonomy CMS-1500 service facility fields for that site Your display name, profile photo, provider NPI, taxonomy codes and signature Settings → My Profile Your own provider identity and documents you sign #### What can't I do here? In the left sidebar, click Settings (at the bottom). In the settings menu, under General, click Locations. A few limits apply in Settings → Locations and related location pickers: - You cannot add a room as a standalone site on the Locations page. Add it under its parent location. - You cannot delete a site and keep its rooms. Deleting a location that contains rooms also deletes those rooms. - Location pickers show active locations and rooms. Existing records may still show a location badge for an inactive location. #### Common questions #### Can I pick either a site or a room? Yes. Location pickers list active sites and their rooms. Rooms show under their parent site, and you can search by location name, room name or address. #### Can a room have its own address or phone number? Yes. A room can have its own Phone and Address. The room sheet notes that its address is usually inherited from the parent location. #### Can I delete a site but keep its rooms? No. If a location contains rooms, deleting the location also removes all of its rooms. #### Where should I enter my provider NPI? In the left sidebar, click Settings (at the bottom), then use the pages under General. Enter your individual Type 1 provider NPI in Settings → My Profile. Enter a site's Type 2 facility NPI in Settings → Locations on the location itself. Related guides Setting up your workspaceSet up your own profile, your organization contact details, branding and privacy setting, and the locations and rooms your team works from.9 min readBooking an appointment for a patientBook a patient appointment from My Calendar or the team Calendars page. Booking creates a visit that appears on the calendar.6 min readCreating and running a visitCreate a visit, attach services, interviews, and consents, work the visit workspace, and manage visit billing items such as services, copays, and superbills.10 min readManaging inventoryTrack catalog items, stock levels, movements, alerts and consumption protocols across practice locations. Receive, transfer, adjust and write off stock from Inventory.9 min readWorking the claims queueUse the claims queue to find, filter, submit, review and follow up on insurance claims. Learn how payer statuses, workflow buckets, claim details, alerts, history and versions fit together.11 min read ### Setting up services and packages - Help Center URL: https://ona.health/help/setting-up-services Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Setting up services and packages Create the services, packages and memberships your practice offers. Set prices, visit defaults, booking rules, reminders, billing defaults and patient screening. Getting started11 min readUpdated October 22, 2026 What you can do here - Create services with a price, duration and default visit mode - Limit a service to specific clinicians, or leave it available to all clinicians - Attach consents, forms and interviews to a service - Set billing defaults, including CPT code, place of service, modifiers, benefit types, default copay and billing profile - Control online booking rules, payment to book and patient screening - Review booking-page settings from the linked booking settings page - Bundle several services into a package sold at one price - Manage memberships alongside services and packages You’ll need: the Owner, Admin or Staff role. Build any consents, forms or interviews you want to attach first. Services and packages live in Services in the left sidebar for owners, admins and staff. A service is one offering your practice can schedule, such as an initial visit or follow-up. A package groups services together and can have its own package price. Memberships also appear here when your practice uses them. #### What is on the Services & Packages page? In the left sidebar, click Services to see every service, package and membership your practice has set up. 1Services2Packages3Memberships Use Services (1) for individual service cards, Packages (2) for bundled offerings, and Memberships (3) for recurring plans when your practice uses them. The page has three sections: Services, Packages and Memberships. A service card shows the service name, description, price when one is set, linked template counts and duration. Icons show whether the service is shown on the booking page, requires payment to book, or is limited to assigned clinicians. Package cards show the package title, description, price when one is set, included services and the number of services in the package. A hidden package shows an eye-off icon. Membership cards show the plan name, term, included items, price and member count when one is available. An unavailable membership setup shows a prompt to connect Stripe for owners and admins. Open the ⋮ menu on a service or package card for quick actions: Edit, Show on booking page, Require payment to book and Delete. On a membership card, the menu offers Edit, Show on booking page and Archive. The booking page and payment switches save from the menu. Require payment to book is disabled until Stripe payments are enabled and the service or package has a price. #### How do I create a service? Create a service when you want staff or patients to book a specific visit type with consistent defaults. 1Details2Name3Price and duration4Visit defaults Use Details (1) for the service basics, including Name (2). Price and duration (3) is where you set the service price and duration, and Visit defaults (4) is where you choose the default visit mode and optional location. - In the left sidebar, click Services. Then click Add service. - In Details, enter the service Name. You can also add a Color and Description. - In Price & duration, set the Duration. It defaults to 30 minutes. Add a Price and Currency if you publish or collect a price for this service. - In Visit defaults, keep the default offline visit mode, or choose a different default visit mode and optional location. - In Clinicians, leave the list empty for All clinicians, or select + Add clinician to limit who handles this service. - Complete any other sections the service needs, then select Create. The new service appears as a card under Services. #### How do I set notifications, forms and billing defaults for a service? On the same page, select the service card, or open ⋮ and select Edit. Use the middle sections of the service panel to make each visit start with the right intake, reminders and billing information. 1Notifications2Consents3Forms4Interviews5Billing Use Notifications (1) for intake and reminders, Consents (2) for consent templates, Forms (3) for form templates, Interviews (4) for interview templates, and Billing (5) for the service's billing defaults. In Notifications, the service follows the practice settings by default. Select Customize to open the combined editor and set intake and reminders for this service together. Intake covers when its forms, consents and interviews are sent and the intake reminders that follow. Send controls when the intake items are sent, and Reminders controls the reminders that follow. Reminders covers the visit reminders and confirmation requests. Select Use practice on either one to hand it back to the practice. When you customize, Ona starts from the practice's settings so you can adjust them. In Consents, Forms and Interviews, choose the templates this service should use. See Building consents, Building forms and Building interviews. In Billing, set defaults that help when billing this service later: CPT code, Place of service, Modifiers, Benefit types, Default copay and, when your practice has multiple billing profiles, a billing profile. If patients pay through the service at booking and more than one billing profile exists, choose the billing profile patients pay through. The benefit types picker shows whether each choice is included in the standard check or adds another payer request. #### How do I control online booking for a service? Use Booking on a service to decide whether patients can book it online and what rules apply. 1Booking2Show on booking page3Require payment to book Use Booking (1) for the service's online booking settings. Show on booking page (2) controls whether patients can see it online, and Require payment to book (3) controls whether they must pay through Stripe before the slot is booked. - On the same page, select the service card, or open ⋮ and select Edit. Go to Booking. - Turn Show on booking page on or off. It is on for new services. - Turn Require payment to book on if patients must pay through Stripe before the slot is booked. This needs Stripe payments enabled and a price. - Set Buffer, Notice and Window for online booking rules. New services default to 0 minutes of buffer, 1 hour of notice and a 60-day booking window. - Leave the weekly schedule unset to use clinician availability, or select Set a custom schedule to limit the service to certain days and times. - Select Save. A custom schedule starts with Monday through Friday, 09:00 to 17:00. Each open day needs a start and end time, and time blocks cannot overlap. #### How do I screen patients before they book a service? Use Screening on a service when patients must qualify before they can pick a time online. 1Screen patients before they book Use Screen patients before they book (1) to turn screening on. - On the same page, select the service card, or open ⋮ and select Edit. Go to Screening. - Turn on Screen patients before they book. - Choose a Screening form. - Under Patients can book when, choose They complete it or, for a scored form, They reach a score. - If you choose a score rule, set whether the score is at least or at most the cutoff. - Under What patients see, edit Before they start and When they don't qualify, then select Save. Patients who qualify see the Before they start message and go straight on to pick a time. Patients who don't qualify see the When they don't qualify message, with an option to review their answers. If scoring is enabled, the score must be within the selected scale’s range. The Before they start and When they don't qualify messages can be up to 500 characters each. #### How do I edit or delete a service? Edit a service when its defaults change. Delete one when you no longer want it available for new bookings. 1Edit2Show on booking page3Require payment to book4Delete Use Edit (1) to change the service, Show on booking page (2) to toggle visibility, Require payment to book (3) to toggle payment, and Delete (4) to remove the service. - On the same page, select the service card, or open ⋮ and select Edit. - Change the service details. - Select Save, or Discard to undo your changes. To delete a service, open ⋮, select Delete, then confirm with Delete. Existing visits that reference the service are not affected, but the service can no longer be used for new bookings. Services used in packages If a service is in a package, remove it from those packages before deleting it. #### How do I choose what the booking page shows? Use Booking settings to control the public order and visibility of services and packages in one place. In the left sidebar, click Services, then select Booking settings to open Settings → Booking. See Setting up your website and online booking. The Booking page panel lists services and packages with drag handles and switches. - In the left sidebar, click Services. Then select Booking settings. - Drag rows within Services or Packages to set the order patients see. - Switch a row off to hide it from the booking page. - If View appears, select it to open the live booking page. Packages are listed above single services on the booking page. If you select Discard, unsaved ordering and visibility changes are reset. #### How do I build a package? Create a package when you want to offer a group of services together, with one package price if needed. 1Details2Package price3Included services Use Details (1) for the package title and description, Package price (2) for the package price and currency, and Included services (3) for the services and quantities in the bundle. - In the left sidebar, click Services. Under Packages, select New package. - In Details, enter a Title. You can also add a Description. - In Package price, set a package Price and Currency if the package has one price for the whole bundle. - In Included services, choose a Service and set its Qty. - Select Add service for each additional service. Each service can appear once in the package. - Choose whether to show the package online and whether to require payment. When your practice has multiple billing profiles, the package editor also includes a billing profile field; when the package requires payment to book, the label changes to Patients pay through. - Select Create. A package needs at least one service. To change a package later, select its card, make changes, and select Save. Deleting a package does not affect existing records that reference it. #### What can't I do here? - Doctors cannot open Services from the sidebar. - You cannot require payment to book until Stripe payments are enabled and the service or package has a price. - If your practice has multiple billing profiles, you cannot save a paid-at-booking service or package without choosing the billing profile patients pay through. - You cannot save a package without at least one service. - You cannot add the same service to a package twice. - You cannot delete a service while it is still used in a package. - If memberships are off, only owners and admins can turn them on from settings. #### Common questions #### Why does a service show no price? A service or package with no Price set omits the price instead of showing a zero-dollar amount. #### What happens if I leave Clinicians empty? An empty clinician list means All clinicians can handle that service. #### Can I hide a service without deleting it? Yes. Turn off Show on booking page. Patients do not see it on the booking page, and the service is not deleted. #### What currencies can I use? Services and packages support USD, EUR, GBP, PLN, CAD and AUD. #### Where do I connect Stripe? Connect Stripe before requiring payment to book. See Connecting Stripe for patient payments. Related guides Your website and online booking pageSet your practice logo, publish your welcome page, turn on online booking, and copy the public links from Settings.9 min readConnecting Stripe for patient paymentsConnect the practice's existing Stripe account or create a new one from Settings, check whether charges and payouts are ready, and control card-saving settings for patient intake and online payments.9 min readNotifications and remindersSet practice-wide email and SMS notification defaults, choose when visit intake is sent and when patients are reminded to finish it, schedule visit reminders, and edit notification message templates. Manage your own bell notifications from the same page.10 min readBuilding consent formsCreate consent templates with formatted text and checkboxes, browse ready-made templates from the library, use AI to draft from a blank page or PDF, and send consents for patient signature.12 min readBuilding formsCreate form templates, import starting points, add questions and conditional sections, and send forms for patients to complete and sign.9 min read ### Your Ona plan and subscription - Help Center URL: https://ona.health/help/your-ona-subscription Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Your Ona plan and subscription Review your organization's subscription, update billing details, view invoices, choose a billing cycle when pricing is ready, and open checkout or subscription management from Settings. Getting started7 min readUpdated October 15, 2026 What you can do here - Review your subscription status, price, billing cycle and renewal date - Update billing details for your subscription invoices - Review invoices and open invoice actions when they are available - Subscribe by choosing a monthly or yearly billing cycle when pricing is ready - Accept the required agreements before checkout - Add a payment method when your contract is already signed - Open subscription management when it is available You’ll need: the Owner or Admin role. Your subscription lives under Settings → Subscription. In the left sidebar, click Settings (at the bottom). In the settings menu, under General, click Subscription. Use this page to see your organization's current billing state, update billing details, review invoices, and take the next step when Ona shows one. #### How do I review my current subscription? In the left sidebar, click Settings (at the bottom). In the settings menu, under General, click Subscription to review your organization's current plan and billing status. Use Settings (1) to open the settings area, then Subscription (2) to open this page. 1Settings2Subscription 1Status2Price3Billing cycle4Renewal or end date The Subscription section shows your Status (1) badge and these details when they are available: Price (2) is the monthly or yearly amount. Billing cycle (3) shows Monthly or Yearly. Renews On or Ends On (4) shows the current period end date. If the subscription is set to cancel, the label changes to Ends On. - Price (2): the monthly or yearly amount. During a trial, this shows -. - Billing Cycle (3): Monthly or Yearly. During a trial, this shows -. - Renews On or Ends On (4): the current period end date. If the subscription is set to cancel, the label changes to Ends On. - Contract: the date the contract was accepted, and the email address that accepted it when available. If your trial or free period is still open, Ona shows how many days remain or the date your first charge begins. If Ona can't load your subscription, the page shows Unable to load subscription. Refresh the page, or contact support if it still does not load. #### How do I subscribe when pricing is ready? In the left sidebar, click Settings (at the bottom). In the settings menu, under General, click Subscription when your pricing has been configured and the page shows Your plan. Checkout is available only after you accept the required agreements. 1Agree to the BAA2Agree to Terms of Use3Agree to Privacy Policy4Agree & Checkout - In Your plan, choose Monthly or Yearly. An option is disabled if that billing cycle is not priced for your organization. - Review the price shown for the selected billing cycle. - Tick each required agreement. Ona always requires the Business Associate Agreement (BAA), Terms of Use and Privacy Policy. If your plan includes a service agreement, it also requires the Service Agreement. - Select Agree & Checkout. Ona sends you to checkout. While the redirect starts, the button reads Redirecting to checkout.... After a successful checkout return, Ona shows Confirming your subscription - this usually takes a few seconds. while the subscription is confirmed. If you leave checkout without completing it, Ona shows Checkout cancelled and Your subscription wasn't changed. #### How do I add a payment method after signing a contract? In the left sidebar, click Settings (at the bottom). In the settings menu, under General, click Subscription when the page says your contract is signed but a card is still needed. In this state, the agreement choices and billing cycle are already recorded, so the page sends you straight to payment. - Find Payment method. - Review the accepted contract date and amount shown. - Select Continue to payment. Ona sends you to checkout to add payment details. While the redirect starts, the button reads Redirecting to checkout.... No payment method on file If your subscription is active but has no card to charge, Ona shows No payment method on file. Add a payment method to keep access uninterrupted. #### How do I manage my current subscription? In the left sidebar, click Settings (at the bottom). In the settings menu, under General, click Subscription when Manage subscription appears in the top right. The button appears when your organization has a subscription and no payment method step is needed. - Select Manage subscription. Ona opens the subscription management page. While it opens, the button reads Opening.... #### What if pricing is not ready yet? On the subscription page, check whether your organization has pricing configured. If pricing is not ready, the page shows Your pricing is being prepared under Pricing. Use Plan pricing (1) to review the priced items, and Agree & Checkout (2) to see the disabled checkout button. 1Plan pricing2Agree & Checkout Pricing is tailored to each clinic. When Ona shows priced features, it groups e-prescribing and EPCS under Prescribing and shows per-prescriber counts and labels. Select Contact sales to email contact@ona.health with the subject line Subscription pricing. #### Subscription statuses On the subscription page, use the status badge to understand what action, if any, your organization needs to take. Use Status badge (1) to read the current state, then check Price (2), Billing cycle (3), and Renews on (4) for the subscription summary. 1Status badge2Price3Billing cycle4Renews on Status What it means Active Your subscription is active. If you are still inside a free period, the page shows when your first charge begins. Trial Your organization is in a trial. The page shows when the trial ends when that date is available. Past due Your last payment didn't go through. Update your payment method to keep your subscription; Ona keeps retrying in the meantime. Unpaid Ona couldn't collect payment and the subscription is suspended. Update your payment method to restore access. Cancelled The subscription has been cancelled. Subscribe again to restore access for your team. Expired The free trial has ended. Subscribe to restore access for your team. If an active subscription is set to cancel, Ona shows Subscription ending and the date it will end. #### What can't I do here? On the subscription page, only owners and admins can use this page. You can't start checkout until all required agreements are ticked. You also can't choose a billing cycle that has not been priced for your organization. If billing is not set up for your organization, Ona shows Billing isn't set up yet and asks you to contact support. #### Common questions #### Why is Agree & Checkout disabled? Agree & Checkout stays disabled until every required agreement is ticked. It is also disabled while checkout is starting. #### Why is Yearly or Monthly disabled? That billing cycle is not priced for your organization. Choose a billing cycle that is available. #### What happens if checkout fails to start? Ona shows Couldn't start checkout. If a more specific error is available, it appears with the message; otherwise, Ona asks you to contact support. #### What does Past due mean? Past due means the last payment did not go through. Update your payment method to keep the subscription while Ona retries the payment. #### Does subscribing restore my team’s access? When a trial has ended or a subscription was cancelled, the page says subscribing restores access for your team. If a free trial ended, Ona also says everyone’s setup is preserved exactly as they left it. Related guides Roles, licenses, and permissionsUnderstand how team member roles, invitation status, and your organization’s subscription status affect what a person can do in Ona.9 min readInviting your teamInvite colleagues to your organization, choose their roles, manage expired invitations, and update team member profiles from Team Members.7 min read ### Branding your patient-facing pages - Help Center URL: https://ona.health/help/branding-your-patient-facing-pages Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Branding your patient-facing pages Upload your practice logo and icon, choose brand colors for patient-facing pages, and manage the public welcome page from Organization settings. Learn where those changes appear and what is set separately for the booking widget. Getting started8 min readUpdated October 19, 2026 What you can do here - Upload, replace, or remove your practice logo and practice icon - Choose the accent and background colors used across patient-facing pages and emails - Turn the welcome page on or off and update its tagline and specialties - Understand which patient-facing surfaces use organization branding and which use separate booking settings You’ll need: the Owner or Admin role. Use Organization settings to control the branding patients see on your public pages, including your practice logo, icon, and colors. In the left sidebar, click Settings. On the Organization page, changes stay in draft until you select Save changes. On the same page, the contact details and location details save with the same Save changes bar. If the save bar is disabled, check whether the page still has an invalid Phone number or Contact email, or whether the background color is too dark. Use the Logo and icon section (1) to manage the logo and icon patients see, the Colors section (2) to choose your accent and background colors, the Welcome page section (3) to control the public landing page for your practice, and Save changes (4) to publish any of those edits. #### How do I upload, replace, or remove my practice logo? In the left sidebar, click Settings. In the settings menu, under Practice, click Organization. On the Organization page, use the Logo and icon section to show your own logo and icon to patients. The logo is also used on invoices and superbills. Use a PNG, JPEG, or WebP image up to 2 MB. 1Practice logo2Icon3Logo and icon Use the Practice logo area (1) to add or change the logo, and use the Icon area (2) to add or change the practice icon. The Logo and icon section (3) is where you manage both. - In the Logo and icon section, select Upload logo to add a logo, or select Replace to change the current logo. - To remove the current logo, select Remove. - In the Icon area, select Upload icon to add an icon, or select Replace to change the current icon. - To remove the current icon, select Remove. - Select Save changes. After you save the page, patients see the updated logo or icon on patient-facing pages, and the icon appears as the favicon there. The logo is also used on invoices and superbills. #### How do I choose brand colors for patient-facing pages? On the same page, use Colors to set the branding for the patient-facing pages on your practice site. These colors are used on your emails as well as the welcome page, booking page, sign-in, form links, appointment confirmation, member cards, and patient portal. 1Accent2Background Use the Accent (1) swatch for your main brand color and the Background (2) swatch for the page background. - In Colors, choose an accent color, or select Use Ona's coral (default) to go back to Ona's default accent. - Choose the background color you want, or select Use a soft tint of the accent (default) to go back to the default background. - If the page shows Too dark for text to read - pick a lighter one., choose a lighter background color. After you save the page, the updated colors appear across your patient-facing pages. #### How do I turn on the welcome page and add a tagline or specialties? On the same page, use the welcome-page section to control the public landing page that introduces your practice. 1Show welcome page2Tagline3Specialties4View landing page Use the Show welcome page switch (1) to turn the page on or off, the Tagline field (2) for a short description or motto, the Specialties field (3) to add specialties, and View landing page (4) to open the live page in a new tab. If your organization has a public welcome-page link, the section also shows the page link so you can copy it. - In the welcome-page section, turn on the switch at the top of the section to make the page available to visitors. - Enter a short description or motto in the tagline field (2). - In the specialties field (3), enter a specialty and select Add. - If the saved page is already live, select View landing page (4) to open it in a new tab. After you save the page, visitors see the updated welcome page. If the page is off, visitors to that page are redirected to sign-in. If you try to add the same specialty twice, Ona shows Duplicate specialty and asks you to Pick a different name. #### How do organization colors work with online booking? On the same page, the colors you set here control the colors on your public booking page, but the booking widget on your own website uses its own color settings. Use the Colors (2) section to set the booking-page branding, then pick the Accent (3) and Background (4) swatches there. Organization settings controls the colors on your public booking page, while the booking widget on your own website uses its own color settings. That means your public booking page can match the rest of your patient-facing pages, while the embedded widget can use a different accent or background if you need it to fit your site. For more about the public booking experience, see Your website and online booking page. #### What can't I do here? In Settings, on the Organization page, branding changes are limited in these ways: - Staff and clinicians cannot manage these settings. - You cannot save a background color that is too dark for the page text to read. - You cannot save page changes while the contact information on the same page still has an invalid Phone number or Contact email. - You cannot use a logo file outside the supported image types, or larger than 2 MB. - You cannot use an icon file outside the supported image types, size limits, or image-dimension limits. - Turning on the welcome page does not change the booking widget's colors. #### Common questions #### Where do these colors show up? They appear on your emails and on the welcome page, booking page, sign-in, form links, appointment confirmation, member cards, and patient portal for your practice. The embedded booking widget uses separate color settings. #### Why is Save changes disabled? On this page, Save changes is disabled if the background color is too dark, or if the page still has an invalid Phone number or Contact email. If an icon image does not meet the icon rules, Ona shows Try a different image. #### Does changing the logo also change invoices and superbills? Yes. The organization logo is also used on invoices and superbills. See Choosing the logo on invoices and superbills. #### What happens if I turn off the welcome page? Visitors who open your welcome page are redirected to sign-in. #### Why can't I add the same specialty twice? The welcome page does not allow duplicate specialties. If you enter one that is already listed, Ona shows Duplicate specialty and asks you to Pick a different name. Related guides Choosing the logo on invoices and superbillsUpload, replace, or remove your practice logo for invoices, superbills, and other patient-facing pages. Changes are staged until you save the organization's settings page.3 min readYour website and online booking pageSet your practice logo, publish your welcome page, turn on online booking, and copy the public links from Settings.9 min readWhat patients see in the portalUnderstand the patient-facing portal and public Welcome page so your team can answer questions about visits, forms, records, shared files, care plans, messaging and payments.13 min readSetting up your workspaceSet up your own profile, your organization contact details, branding and privacy setting, and the locations and rooms your team works from.9 min read ### Turning features on and off - Help Center URL: https://ona.health/help/turning-features-on-and-off Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Turning features on and off Use this reference to find which setting controls each optional feature, which menu items it shows, and why a feature may not appear for a team member. Getting started7 min readUpdated October 19, 2026 What you can do here - Find the setting that controls each optional feature - See which main dashboard menu items appear when a feature is on - See which patient chart sections appear when a feature is on - Tell the difference between a disabled feature, a missing integration and a role restriction You’ll need: the Owner or Admin role. Feature settings live under Settings. Some features can also be selected when you open a new practice, based on the practice type you choose. After the practice is created, owners and admins use Settings to configure them. #### Which feature controls each menu item or patient chart section? In the left sidebar, click Settings (at the bottom) to open the settings overview when a menu item or patient chart section is missing. For patient chart sections, in the left sidebar, click Patients, then click the patient's name to open the chart. Use Settings (1) to open the settings overview. The cards for Care Plans (2), Inventory (3), Labs (4), and Supplements (5) are the settings areas that control those features. 1Settings2Care Plans3Inventory4Labs5Supplements In the patient chart, Care Plans (1), Faxes (2), Lab Reports (3), Lab Orders (4), and Supplements (5) are the feature-controlled sections this table describes. 1Care Plans2Faxes3Lab Reports4Lab Orders5Supplements Feature Where to configure it Main dashboard menu items Patient chart sections Insurance Settings → Insurance Claims under Admin, for owners, admins and staff Claims, for owners, admins and staff. The patient sidebar also shows insurance eligibility when insurance billing is on. Care Plans Settings → Care Plans Care Plans under Library Care Time Care Time under Admin, for owners, admins and staff Cases Settings → Cases No feature-controlled main dashboard menu item Labs Settings → Dispensary → Labs Lab Reports and Lab Orders Supplements Settings → Dispensary → Supplements Supplements under Library Food Journal Settings → Food Journal Inventory Settings → Dispensary → Inventory Inventory, for owners, admins and staff No patient chart section Timesheets Settings → Team → Timesheets Timesheets under Admin, for owners and admins Fax & Referrals Settings → Communication → Fax & Referrals Faxes and Referrals, for owners, admins and staff Faxes, for owners, admins and staff. Referrals appears when fax is enabled. DoseSpot Settings → Charting → DoseSpot No main dashboard menu item DoseSpot, when prescribing is enabled for that user Care Time depends on Care Plans. If Care Plans are off, Care Time is not shown. #### Which role restrictions can hide a feature? In the left sidebar, click Settings (at the bottom) or, for patient chart items, click Patients and then the patient's name when you check whether a feature is on. A feature can still be hidden from a team member when their role does not include that part of the dashboard. In the admin menu, Claims (1), Invoices (2), Reports (3), and Timesheets (4) are the role-gated items this section covers. 1Claims2Invoices3Reports4Timesheets Area Who can see it If someone cannot see it Organization settings sections Owners and admins They need the Owner or Admin role to manage organization settings. Other members may still see personal settings under Settings → Account. Operational menu items Owners, admins and staff Clinicians do not get the full operational dashboard. Feature-gated operational items still need their feature turned on. Timesheets in the main sidebar Staff and clinicians do not see the team Timesheets menu item. Calendar or Calendars Clinicians see Calendar. Owners, admins and staff see Calendars. This is based on role, not a feature toggle. Patient Claims Clinicians do not see patient claims even when insurance billing is on. Patient Faxes Clinicians do not see the patient fax section. Patient Log Admins Owners and admins can open patient record activity from the Log button in the patient sidebar. Patient DoseSpot Users with prescribing enabled The clinic DoseSpot setup alone does not make the section appear for every user. For a full role comparison, see Roles, licences, and permissions. #### Which settings depend on another service or integration? In the left sidebar, click Settings (at the bottom) to check settings items that appear only when another service or integration setting is available. 1Settings Settings item When it appears What to check Junction under Dispensary When Labs or Supplements are enabled If Junction is missing, check Settings → Dispensary → Labs or Settings → Dispensary → Supplements first. Fullscript under Dispensary If Fullscript is missing, check Settings → Dispensary → Labs or Settings → Dispensary → Supplements first. Clearinghouse, Billing Rules and Fee Schedule under Insurance When insurance detail settings are shown If these are missing, start with Settings → Insurance. #### Which navigation items are not controlled by these feature toggles? In the left sidebar, click Settings (at the bottom), or for patient chart items, click Patients and then the patient's name when you check items that are not controlled by the feature toggles in this article. If someone cannot see one of them, check their role or whether they are in the right place. The patient chart navigation shows Summary (1), Visits (2), and Notebook (3) as standard sections, not feature-controlled ones. 1Summary2Visits3Notebook Items Main dashboard sidebar Dashboard, Leads, Patients, Visits, Calendar or Calendars, Services, Tasks, Library, Omnichannel Library menu Consents, Forms, Templates, Interviews Billing menu for owners, admins and staff Invoices and Reports Patient chart Summary, Visits, Notebook, Tasks, Omnichannel, Consents, Forms, Interviews, Lab Reports, Lab Orders, Supplements, Invoices, Details & Settings Personal settings for every member Profile, Notifications, Calendar Sync, Security, Insurance Owner and admin settings My Profile, Organization, Team Members, Locations, Subscription, Calendar Sync, Security, Omnichannel, Website Widgets, Fax & Referrals, AI Receptionist, Stripe, Insurance, Charting, Cases, Care Plans, Discharge Letters, Inventory, Food Journal, Timesheets, Labs, Supplements, Junction, Fullscript, DoseSpot, Auto-charge, Activity Log, CRM, Promo Codes, Cancellation Fees Charting sections inside a visit are managed separately: in the left sidebar, click Settings (at the bottom), then under Care, click Charting. See Choosing your charting sections. Related guides Roles, licenses, and permissionsUnderstand how team member roles, invitation status, and your organization’s subscription status affect what a person can do in Ona.9 min readCharting SectionsChoose which charting sections appear in the patient record and visit canvas, and configure Vitals units and measurements for your organization.6 min readConnecting Stripe for patient paymentsConnect the practice's existing Stripe account or create a new one from Settings, check whether charges and payouts are ready, and control card-saving settings for patient intake and online payments.9 min readSetting up DoseSpotConnect your clinic to DoseSpot, link prescribers and proxy staff, set a clinician fax number, and manage DEA registrations for controlled substances.11 min read ### Inviting your team - Help Center URL: https://ona.health/help/inviting-your-team-and-roles Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Inviting your team Invite colleagues to your organization, choose their roles, manage expired invitations, and update team member profiles from Team Members. Team & access7 min readUpdated October 13, 2026 What you can do here - Invite colleagues by email and copy their invitation link after sending - Give each person one or more roles: Owner, Admin, Clinician or Staff - Set invitation expiry and resend invitations, including expired ones - Update a member's profile, provider details, NPI, taxonomy codes and signature - Archive members who should no longer be active You’ll need: the Owner or Admin role. Have each person's work email ready. Your team is managed in Settings → Team Members. In the left sidebar, click Settings (at the bottom). In the settings menu, under General, click Team Members. This page lists active, invited and deactivated team members and opens each member's record in a side panel. #### How do I view team members? In the left sidebar, click Settings (at the bottom). In the settings menu, under General, click Team Members to see who belongs to your organization and where each person is in the invitation process. 1Status filter2Role filter3Name column4Status column The table shows each member's Name (3), Email, Roles and Status (4). Use the Status filter (1) and Role filter (2) to narrow a long list. You can sort by Name (3). Status What it means Active The person has accepted the invitation and can sign in. Invited The person has not accepted yet. A warning envelope means the invitation has expired. Deactivated The person has been archived and is hidden from the active list. Select a row to open that member's record. #### How do I invite a team member? On the same page, select Invite Member to open the invite panel. 1Email2Roles3Display name - Enter the person's Email (1) at the top of the panel. The invitation is sent here. - Choose one or more Roles (2). Clinician is selected by default. - Enter a Display name (3). If you fill in first, middle and last name, the display name fills from those fields until you edit it directly. - In the Invitation section, set Expires after if you want something other than 14 days. Invitations can expire after 1 to 30 days. - Select Send Invitation. After the invite is sent, the panel shows Invitation link with a copy button. The email has already been sent, but you can also paste the link into another message. The person appears in the list as Invited. The optional Personal info and Provider info tabs appear after the email is valid. The Phone field blocks the practice's own number and shows "This is the practice's number. Enter a personal one." You can fill in profile and provider details now, or update them later. If you invite an email address that is already Invited, Ona refreshes that invitation instead of creating a duplicate team member. If the invite fails, the toast can show a backend message. #### How do I edit a team member's profile? On the same page, select the member's row to open their record in the side panel. A team member record is open in a side panel on the Personal info tab, with account and profile fields visible. - Select Personal info to update their roles, name, phone, date of birth, gender, address or profile image. - Select Provider info to update credentials, specialty, bio, NPI, Taxonomy codes or signature. - If they are locked out of two-step verification, select Reset in the Two-step verification section. You cannot reset your own two-step verification here. - Select Save to keep your changes, or Discard to undo them. A member's email can only be set while they have no email on file. Date of birth is validated, so an incomplete or invalid date can block saving with an inline error. The Phone field blocks the practice's own number and shows "This is the practice's number. Enter a personal one." Provider signatures can be uploaded or drawn. Signature images must be PNG or JPEG and under 2 MB. #### How do I choose roles? On the same page, choose roles while inviting someone or editing their record. Roles are checkboxes, so one person can hold several roles and their access adds together. The Roles list shows Owner, Admin, Clinician and Staff options, with some roles selected. Role What it gives Owner Settings, team management and billing configuration access, plus the ability to grant or remove Owner. Admin Settings, team management and billing configuration access. Clinician A clinical workspace scoped to that clinician's own patients and visits. Staff The operational dashboard for front-desk and back-office work, without Settings access. A few rules protect access: - You cannot invite someone directly as Owner. Invite them first, then an existing Owner can add Owner to their record. - Only Owners can grant or remove Owner. - The organization must keep at least one active Owner. - Every member must keep at least one role. - If you remove your own Owner role, or remove the Admin role that gives you Settings access, Ona asks you to confirm first. For a fuller permission breakdown, see Roles, licences, and permissions. #### How do I resend or copy an invitation? On the same page, use the actions menu at the end of the invited member's row when they need the link again or their link has expired. - Find the invited member in the table. - Open the actions menu at the end of their row. - Select Copy invitation link if the invitation is still valid. - Select Resend invitation to send a new invite email with a fresh link. Expired invitations cannot be copied. When an invited person opens an expired link, they see a message saying this invitation has expired and to ask the clinic to send a new one. #### How do I archive a team member? On the same page, use the actions menu at the end of the member's row when someone should no longer be active in your organization. - Find the member in the table. - Select Archive. - Type the member's name to confirm. - Select Archive again. The member is deactivated and hidden from the active list. Owners and admins can manage their record later. #### What can't I do here? In the left sidebar, click Settings (at the bottom). In the settings menu, under General, click Team Members. Access and actions are limited in these ways: - Staff and Clinicians cannot manage team members from Settings. - You cannot archive yourself. - You cannot archive a member who has Owner. - You cannot use the row actions for a member who is already Deactivated. - You cannot copy an expired invitation link. Use Resend invitation instead. - Admins cannot grant or remove Owner. #### Common questions #### Can I invite someone as an Owner? No. Owner is not available on the invite form. Invite the person with another role first, then an existing Owner can open their member record and add Owner. #### How long does an invitation last? The default is 14 days. You can set Expires after to any value from 1 to 30 days before sending the invitation. #### What should I do when an invitation expires? Open the invited member's actions menu and select Resend invitation. Ona sends a new invite email with a fresh link. #### Can a practice manager also be a clinician? Yes. Roles add together. For example, someone can be both Admin and Clinician. #### Why can't I copy an invitation link? Copy invitation link is available only for invited members whose link has not expired. If the link is expired or already used, select Resend invitation instead. Related guides Roles, licenses, and permissionsUnderstand how team member roles, invitation status, and your organization’s subscription status affect what a person can do in Ona.9 min readWhat each role can doCompare Owner, Admin, Staff and Clinician access across the dashboard, patient chart, settings, team management and role-specific actions.11 min readTwo-step verificationSet up a 6-digit authenticator code for your Ona sign-in, keep a backup, and learn how owners and admins can reset it for locked-out team members.7 min readYour profile and signatureUpdate your own profile, provider identifiers, signature and member card from My Profile. Owners and admins can also update organization logo, icon, branding, contact settings, opening hours, locations and rooms.9 min read ### Roles, licenses, and permissions - Help Center URL: https://ona.health/help/roles-licences-and-permissions Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Roles, licenses, and permissions Understand how team member roles, invitation status, and your organization’s subscription status affect what a person can do in Ona. Team & access9 min readUpdated October 13, 2026 What this explains - How roles, invitation status, and subscription status affect access - Why someone may see a different dashboard, miss Settings, or be blocked from an action - Which role and invitation limits owners and admins need to know You’ll need: the Owner or Admin role to manage team members and roles. Several separate checks decide what a team member can do in Ona. Their role controls the parts of the app they can use. Their member status shows whether they have joined. Your organization’s subscription status can still block protected actions even when the person has the right role. On the Team Members page, you can check role and invitation questions in one place. The list shows each member’s roles and status together. Use the Settings (1) link in the left sidebar to open settings, the Team Members (2) item to open the team list, and Invite Member (3) to start a new invitation. 1Settings2Team Members3Invite Member #### What are roles, licenses, and permissions? On the Team Members page, a role is the permission label on a team member. Subscription status is the organization-wide gate that decides whether protected work can continue. 1Status filter2Role filter3Roles4Status5Invite Member Use the Status filter (1) and Role filter (2) to narrow the list, the Roles column (3) to see each member’s role labels, the Status column (4) to see whether they are invited, active, or deactivated, and Invite Member (5) to add someone new. Roles are assigned per member. One person can hold more than one role, and their permissions add up. For example, a person who is both Clinician and Admin gets the admin dashboard, including links into Settings. Member status is separate from role. A member can be Invited, Active, or Deactivated. An invited member has not joined yet. A deactivated member has been archived and is hidden from the active list. Ona does not show a per-member license setting in Team Members. When an action is blocked for license reasons, the reason comes from the organization’s subscription status, not from a role checkbox on that person. #### When should I check roles, licenses, and permissions? On the Team Members page, check a member when they can sign in but cannot access the part of Ona they expect. 1Settings2Team Members3Status4Roles Use Settings (1) to get to the settings area, Team Members (2) to open the member list, Status (3) to check whether a member has joined, and Roles (4) to check which parts of the app they can use. Common symptoms point to different causes: - If Settings is missing, the person is not an Owner or Admin. - If a clinician’s dashboard looks more limited, the person only has the Clinician role, so their dashboard is scoped to their own patients and visits. - If a front-desk or back-office user needs the operational dashboard but not Settings, use Staff. - If actions are unavailable for everyone, check the organization’s subscription status. - If a new team member cannot join, check whether their invitation is expired, already used, or invalid. #### How do roles work in Team Members? On the Team Members page, owners and admins edit roles, but only owners can grant or revoke Owner. 1Roles2Role picker Use Roles (1) to review the member’s assigned roles, and the Role picker (2) to change them when you have permission. Role What it allows Owner Ownership control for the organization. Only an owner can grant or revoke Owner, and the organization must keep at least one active owner. Admin Access to Settings, team management, and billing configuration. Admins can manage Admin, Clinician, and Staff roles. Clinician A clinician-scoped dashboard for the clinician’s own patients and visits. Clinicians are also included in the roles that can sign outgoing referral letters faxed under their name. Staff Front-desk and back-office access to the operational dashboard, without Settings. When someone has more than one role, the broader dashboard wins in this order: owner or admin first, then staff, then clinician. That means a clinician who is also an admin gets the admin surface. #### How do invitations and member status work? On the Team Members page, owners and admins invite new members with Email, Roles, and Display name. 1Email2Roles3Display name4Send Invitation Use Email (1) for the address that gets the invitation, Roles (2) to choose what the person can do, Display name (3) for how they appear in the app, and Send Invitation (4) to create the invite. A new invitation can include Admin, Clinician, or Staff. It cannot include Owner. To make someone an owner, invite the person with another role, then have an owner update the existing member record. Invitation links can expire. The invite form includes Expires after, which can be 1 to 30 days. The default is 14 days. When an invitation is sent, Ona shows an invitation link that you can copy and share manually. On the acceptance page, the invited person sees the organization name and the roles they are joining with. If the link is incomplete, they see This link isn't complete and need to check the link they received or ask the clinic for a new invitation. If the link has expired, they see This invitation has expired and need a new invitation. If a link is invalid or already used, they see We couldn't load this invitation. If the person already joined from another tab, Ona sends them to the dashboard instead. For invited members, owners and admins can resend the invitation when the member has an email on file and is not an owner. A valid, unexpired invitation link can also be copied from the member’s actions menu. #### How does subscription status affect permissions? On the Team Members page, subscription status can block protected actions even when the team member’s role is correct. 1Status filter2Role filter3Status4Invite Member Use the Status filter (1) and Role filter (2) to narrow the list, the Status column (3) to check each member’s current state, and Invite Member (4) to add a member when invitations are available. When the organization does not have an active subscription, Ona shows a reason. These are the messages you may see: Message What it means No active subscription. Subscribe to get started. The organization does not have an active subscription. Your trial has ended. Subscribe to continue. The trial has expired. Payment failed. Update your payment method. The subscription is unpaid because payment failed. Subscription cancelled. Renew to continue. The subscription has been cancelled. No active subscription. Subscribe to continue. The subscription is not active for another reason. If one person is blocked, check their role first. If everyone is blocked from the same protected action, check the subscription. #### What can’t I do with roles and invitations? On the Team Members page, role and invitation controls have limits that protect the organization’s access. 1Your own row2No self actions3Owner member4Owner role Use Your own row (1) to find the member record for the signed-in person, No self actions (2) to note the row’s restricted actions area, Owner member (3) to identify an owner’s row, and Owner role (4) to see the owner badge on that row. - Admins cannot grant or revoke Owner. If an admin edits an owner, the Owner role stays checked and locked. - Owners cannot be added through the invite form. Invite the person with another role, then have an owner update the existing member record. - The organization cannot be left without an active owner. - A member must have at least one role. - You cannot archive yourself from the team member actions menu. - You cannot archive an owner from the team member actions menu. - You cannot archive a member who is already Deactivated. - An expired invitation link cannot be used. Resend the invitation to create a fresh one. #### Common questions #### Why can one person have several roles? Roles add together. Use multiple roles when one person needs more than one surface, such as a clinician who also manages settings. #### Why can’t I see Settings? Only Owner and Admin can access it. Staff can use the operational dashboard without settings access. Clinician users get a clinician-scoped dashboard unless they also have a broader role. #### Can an admin make someone an owner? No. Only an owner can grant or revoke Owner. Admins can manage Admin, Clinician, and Staff roles. #### Why can’t I copy an invitation link? In Team Members, the copy action is only available for an invited member with a current invitation link. If the invitation expired, resend it to create a fresh invitation. #### Why is an action unavailable when my role looks right? The organization’s subscription may not be active. Role controls decide who can access a feature, but subscription status can still block protected actions for the whole organization. Related guides Inviting your teamInvite colleagues to your organization, choose their roles, manage expired invitations, and update team member profiles from Team Members.7 min readWhat each role can doCompare Owner, Admin, Staff and Clinician access across the dashboard, patient chart, settings, team management and role-specific actions.11 min readYour Ona plan and subscriptionReview your organization's subscription, update billing details, view invoices, choose a billing cycle when pricing is ready, and open checkout or subscription management from Settings.7 min readTwo-step verificationSet up a 6-digit authenticator code for your Ona sign-in, keep a backup, and learn how owners and admins can reset it for locked-out team members.7 min readSetting up your workspaceSet up your own profile, your organization contact details, branding and privacy setting, and the locations and rooms your team works from.9 min read ### What each role can do - Help Center URL: https://ona.health/help/what-each-role-can-do Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### What each role can do Compare Owner, Admin, Staff and Clinician access across the dashboard, patient chart, settings, team management and role-specific actions. Team & access11 min readUpdated October 5, 2026 What you can check here - Compare the four team roles: Owner, Admin, Staff and Clinician - See which roles get organization settings, operational tools and patient chart sections - Check who can invite, edit, archive and resend invitations for team members - See which access depends on an enabled feature, integration or second role A team member can hold more than one role. Permissions add up: if any role grants an area, the member can use that area. The role shown in Ona as Clinician is the clinical provider role. #### Role access at a glance Use this table to choose the broad role in Settings → Team Members before you compare individual sections. In the left sidebar, click Settings (at the bottom). In the settings menu, under General, click Team Members. 1Settings2Team Members Access area Owner Admin Staff Clinician Organization settings Yes No Team management Operational dashboard outside settings Patient and visit areas Yes, scoped Personal settings Can be combined with other roles #### Main dashboard navigation In the left sidebar, click Dashboard to see the main navigation, which is always visible in the dashboard. Items marked “when enabled” appear only when that feature is turned on for the organization. 1Dashboard2Patients3Visits4Calendars5Reports Dashboard area Dashboard Leads When enabled Patients Visits Calendars / Calendar Calendars Calendar Services Inventory Tasks Consents, Forms, Templates, Interviews Care Plans in Library Omnichannel Faxes Referrals When fax is enabled Claims When insurance is enabled Invoices Care Time Reports Timesheets Settings Organization and personal settings #### Patient chart sections This table covers the patient sidebar. In the left sidebar, click Patients, then click the patient's name. Clinicians can open patient chart sections that are available to them, but their overall patient access is scoped. Patient chart section Summary Cases Care Plans Notebook Consents Forms Interviews Lab Reports When labs are enabled Lab Orders Supplements DoseSpot If enabled for the member Food Journal Memberships Details & Settings #### Settings sections This table covers Settings. In the left sidebar, click Settings (at the bottom). Owners and admins see organization settings. Staff and clinicians see personal settings, plus their individual Insurance section when insurance is enabled. 1My Profile2Team Members3Organization4Insurance Settings area My Profile / Profile Organization Team Members Locations Subscription Website Widget Notifications Calendar Sync Security Omnichannel settings Fax & Referrals settings AI Receptionist Stripe Memberships settings When Stripe charges are enabled Insurance organization settings Individual Insurance details No separate section Clearinghouse When insurance details are shown Billing Rules Fee Schedule Charting Cases configuration Care Plans configuration Discharge Letters Leads configuration Inventory configuration Food Journal configuration Timesheets configuration Labs settings Supplements settings Junction When shown Fullscript DoseSpot settings #### Team member management This table covers Settings → Team Members. In the left sidebar, click Settings (at the bottom). In the settings menu, under General, click Team Members. Owners and admins can manage team members; staff and clinicians do not see this settings section. 1Invite Member2Status filter3Role filter4Member row Team action Open Team Members View the team list Filter by Status or Role Open a member record Select Invite Member Invite with Admin, Clinician or Staff roles Invite with Owner role Grant or remove Owner after a member exists Remove the last Owner Change Admin, Clinician or Staff roles Edit a member's profile and provider details Reset another member's two-step verification Manage your own two-step verification In Security Copy an invitation link For invited members with a valid link Resend an invitation For invited non-owner members with an email Archive a member Non-owner members only; not yourself or already deactivated #### Role-specific actions This table covers actions that are granted by a specific role or role combination, even when the page itself is visible to more people. Action Sign a document faxed under your name, such as an outgoing referral letter Use lead links in Chats and auto-select the first chat room when no lead is selected See operational page shortcuts in the command menu, excluding admin-only settings such as Team Members Show a personal booking page link when booking pages are enabled Only if also Clinician Related guides Inviting your teamInvite colleagues to your organization, choose their roles, manage expired invitations, and update team member profiles from Team Members.7 min readRoles, licenses, and permissionsUnderstand how team member roles, invitation status, and your organization’s subscription status affect what a person can do in Ona.9 min readTwo-step verificationSet up a 6-digit authenticator code for your Ona sign-in, keep a backup, and learn how owners and admins can reset it for locked-out team members.7 min readYour profile and signatureUpdate your own profile, provider identifiers, signature and member card from My Profile. Owners and admins can also update organization logo, icon, branding, contact settings, opening hours, locations and rooms.9 min readYour NPI and individual insurance detailsAdd or update the rendering provider NPI used for your insurance claims. Clinicians manage their own NPI, while owners and admins manage organization insurance setup from Insurance settings.5 min read ### Using timesheets - Help Center URL: https://ona.health/help/timesheets Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Using timesheets Clock in and out, add or correct time entries, and review worked, break and payable time. Owners and admins can turn on Timesheets, manage the unpaid break rule, review team time, set hourly rates and export totals. Team & access9 min readUpdated October 13, 2026 What you can do here - Clock in and out from the account menu or your personal timesheet - Add a time entry when you forgot to clock in, or edit a shift that needs correcting - See your own worked, break and payable time for a selected date range - Let owners and admins turn on Timesheets, manage the unpaid break rule, review team time, set hourly rates and export totals You’ll need: Timesheets turned on for your organization. Owners and admins can turn it on and review the team breakdown. Every team member can clock in and manage their own time entries. Timesheets tracks team member shifts. Owners and admins set it up in Settings → Team → Timesheets. After it is on, team members can clock in from the account menu, and owners and admins can review the team from Timesheets. #### How do I turn on Timesheets and set unpaid breaks? - In the left sidebar, click Settings (at the bottom). In the settings menu, under Team, click Timesheets to turn on Timesheets and set the unpaid break rule. - Turn on Timesheets. - In the feature gate, review what Timesheets adds for your team. - In Unpaid breaks, set Auto break minutes to the minutes deducted from qualifying shifts. - Set Auto break threshold minutes to the shift length that triggers the deduction. 1Settings2Timesheets Use Settings (1) in the main sidebar to open the settings area, then Timesheets (2) in the Team section to reach the timesheet controls. Settings save automatically. Use 0 for Auto break minutes when you do not want to deduct unpaid breaks. Auto break minutes accepts 0 to 240 minutes, and Auto break threshold minutes accepts 0 to 1440 minutes. Shifts at or under the threshold are paid in full. #### How do I clock in and out? - Open the account menu at the bottom of the left sidebar to clock in and out from the timesheet section. - Select Clock in to start a shift. - When you finish working, open the account menu again. - Select Clock out. The account menu shows an off-the-clock status with today's payable time and a Clock in button. When you are on the clock, the status changes to On the clock and shows a live timer. When you are off the clock, it shows today's payable time. The account menu shows an on-the-clock status with a live timer and a Clock out button. You can have only one open shift at a time. If a shift has been open for more than 12 hours, Clock out asks When did you finish? so you can choose the actual date and time you stopped working. #### How do I review my own timesheet? Open the account menu at the bottom of the left sidebar, then click Timesheet to review your own shifts and totals. 1Date range2Clock3This week Use Date range (1) to switch the period you are reviewing. Clock (2) is the card that shows your live status and lets you clock in or out. This week (3) is the default range when the page opens. Change the date range to update the totals and entries. Your totals show Shifts, Worked, Breaks and Payable. If an unpaid break rule is active, the page description shows the break length and the shift length it applies to. The entries table shows each shift's Date, Shift, Note, Worked, Break and Payable time. Open shifts show a live duration and do not show payable time until they are closed. #### How do I add or fix a time entry? - Open the account menu at the bottom of the left sidebar, then click Timesheet to add or edit one of your own entries. - Select Add entry, or open Entry actions on a row and select Edit. - Set Date, Start and End. - Turn on Shift ends on a different day if the shift crosses midnight, then set End date. - Add a Note if needed. - Select Add entry or Save changes. 1Date2Start3End4Different day5Note Use Date (1), Start (2) and End (3) to define the shift. Turn on Different day (4) when the shift crosses midnight, then use End date in the form that appears. Add a Note (5) if needed. Manual entries are flagged Manual on the timesheet. Edited entries are flagged Edited, and the entry keeps its edit history. A time entry cannot start in the future, end before it starts, end in the future, overlap another shift, or be longer than 24 hours. Note can be up to 500 characters. To remove a shift, open Entry actions, select Delete, then select Delete again. Deleting an open shift clocks the member out without recording any time for that shift. #### How do owners and admins review team timesheets? - In the left sidebar, under Admin, click Timesheets to review worked, break and payable time for the team. Staff and clinicians do not have access to the team breakdown. - Choose the date range. The page starts on This week. - Review the team totals for Shifts, Worked, Breaks and Payable. - Select a member row to open that member's entries. - Use Add entry, Edit or Delete in the member panel when you need to correct time on their behalf. 1Date range2Member row3Add entry Use Date range (1) to change the period, Member row (2) to open one member's shifts, and Add entry (3) to add time for that member. The table shows Member, Status, Shifts, Worked, Breaks, Payable, Rate, Amount and Flags. Manual and Edited flags help owners and admins spot entries that were typed in or changed after the fact. #### How do owners and admins set rates and export timesheets? - In the left sidebar, under Admin, click Timesheets to set hourly rates and export the selected date range. Rates are used to calculate Amount from payable time. - In a member's Rate column, select Set rate or the existing rate. - Enter the hourly rate in dollars. - Select Save rate. 1Date range2Export3Hourly rate4Save rate Use Date range (1) to choose what the export covers, Export (2) to download the totals, Hourly rate (3) to enter or clear a member's rate, and Save rate (4) to keep the change. Clear the rate field and select Save rate to remove the member's rate. Owners and admins can export the selected date range as CSV or Excel, and the export filename includes the date range. #### What can't I do here? Open the account menu at the bottom of the left sidebar for personal timesheet actions, or click Timesheets under Admin in the left sidebar for team timesheets. Timesheets has these limits: - Staff and clinicians can see and edit only their own timesheet. - Only owners and admins can open the team Timesheets page, set hourly rates, export team totals and change Settings → Team → Timesheets. - You cannot create a shift in the future. - You cannot save a shift that ends before it starts, ends in the future, overlaps another shift, or is longer than 24 hours. - You cannot have more than one open shift at the same time. - You cannot use timesheet pages or account-menu actions while Timesheets is turned off. #### Common questions #### What happens if I forget to clock out? Open the account menu at the bottom of the left sidebar. If your shift has been open for more than 12 hours, Clock out asks When did you finish? Choose the date and time you actually stopped working, then select Clock out. #### Do I need to clock out for lunch? No break button is shown. Open Settings → Timesheets by clicking Settings at the bottom of the left sidebar, then clicking Timesheets under Team. Owners and admins can set one unpaid break rule there. When the rule applies, break time is deducted automatically from longer shifts. #### What does Manual mean on a time entry? Manual means the entry was typed in with Add entry instead of created by clocking in and out live. #### What does Edited mean on a time entry? Edited means the entry's times or note were changed after it was first recorded. The entry keeps its edit history. #### Why don't I see Timesheets? Timesheets must be turned on for your organization. Owners and admins can click Settings at the bottom of the left sidebar, then click Timesheets under Team to turn it on. Related guides Turning features on and offUse this reference to find which setting controls each optional feature, which menu items it shows, and why a feature may not appear for a team member.7 min readInviting your teamInvite colleagues to your organization, choose their roles, manage expired invitations, and update team member profiles from Team Members.7 min readRoles, licenses, and permissionsUnderstand how team member roles, invitation status, and your organization’s subscription status affect what a person can do in Ona.9 min readReading reportsUse Reports to review visit activity, revenue, patient A/R, and claims performance. Choose a date range where it applies and export report data to Excel or CSV.6 min read ### Activity log - Help Center URL: https://ona.health/help/activity-log Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Activity log View organization-wide patient activity, who opened or changed patient records, filter entries by team member or recent date range, load older entries, and open a patient from the timeline. Team & access4 min readUpdated October 12, 2026 What you can do here - View an organization-wide log of patient record activity, newest first - Filter the log by team member or by a recent date range - Load older entries as you work down the page - Open a patient’s chart from a timeline entry when a patient is linked You’ll need: the Owner or Admin role. The Activity Log is an admin-only page that shows who opened or changed patient records across your organization. In the left sidebar, click Settings (at the bottom). In the settings menu, under Team, click Activity Log. Use the filters at the top to narrow what you see, then load older entries when you need to go further back. #### What is on the Activity Log page? On the Activity Log page, you see a timeline of organization-wide patient activity, newest first. Item What it does Activity The main timeline of log entries. Everyone Shows activity from all team members, or one selected team member. Any time Shows activity from all dates, or one of the recent ranges. Clear Removes the selected filters. Load older activity Loads earlier entries below the ones already shown. Patient link Opens the patient’s chart when the entry is tied to a patient. If there are no entries, the page shows Patient record activity will appear here as your team works. If loading fails and there are no entries on screen yet, it shows Couldn't load activity with a Try again button. #### What do the filters do? On the Activity Log page, use the filters to narrow the timeline without leaving the page. Filter What it means Shows activity from all team members. Choose one person to show only their activity. Shows activity from all recent dates. Choose Last 7 days, Last 30 days, or Last 90 days to limit the log. Appears after you apply a filter. It resets both filters so you can return to the full log. You can use either filter on its own or both together. #### What does the timeline show? On the Activity Log page, the timeline is grouped by day and then by the person who made the changes. Timeline detail Day headings Entries are grouped under labels like Today and Yesterday when applicable. Name and time range Each group shows who acted and the time span for that group. When a patient is available, the patient name appears as a link. Action rows Each row shows the action that happened, such as opening a chart or updating a patient. Repeat views Repeat views of the same chart within 15 minutes are shown once. Load more button If older activity is available, Load older activity appears at the bottom of the list. The patient link opens that patient’s chart. #### What entries can appear? On the Activity Log page, you can see many record actions. Some examples are patient, visit, note, file, lab and document activity. Entry type Example labels Chart activity Opened chart, Updated patient, Archived patient, Merged patient records Visit activity Opened a visit, Booked a visit, Rescheduled a visit, Cancelled a visit Note activity Opened a note, Edited a note, Signed a note, Signed a note amendment File activity Viewed a file, Uploaded a file, Deleted a file Clinical record activity Added a diagnosis, Recorded vitals, Added a medication, Opened a care plan Forms and documents Submitted a form, Signed a consent, Downloaded a discharge letter If an action does not have a specific label, the page shows a general record change label. #### What can't I do here? On the Activity Log page, these are the limits: - Only owners and admins can view it. - The page shows a timeline, not a totals report. - The filters are limited to team member and recent date range. - You can load older entries, but there is no page count. #### Common questions #### Can I see the Activity Log for one patient only? No. The Activity Log is an organization-wide timeline. If a patient is attached to an entry, you can open that patient from the timeline. #### Can I filter by more than one team member? No. Use Everyone to show one person at a time or everyone. #### Can I change the date range to any custom period? No. Use Any time, Last 7 days, Last 30 days, or Last 90 days. #### What happens when I open a patient link from the timeline? It opens that patient’s chart. #### Why do I see fewer repeated chart views than I expect? Repeated chart views are grouped into a single timeline line when they happen within 15 minutes. Related guides Roles, licenses, and permissionsUnderstand how team member roles, invitation status, and your organization’s subscription status affect what a person can do in Ona.9 min readWhat each role can doCompare Owner, Admin, Staff and Clinician access across the dashboard, patient chart, settings, team management and role-specific actions.11 min readFinding your way around the patient chartLearn how the Patients page and patient chart fit together, including the chart sidebar, Summary, timeline, Details & Settings, guardians and the authorized person area. Understand why some chart sections depend on role or enabled features, and how owners, admins and staff can bulk archive or restore patients and visits from lists.11 min read ### Calendars and availability - Help Center URL: https://ona.health/help/calendar-and-availability Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Calendars and availability View personal and team schedules, edit availability, add date overrides, set booking rules and block time from Calendar or Calendars. Scheduling & online booking12 min readUpdated October 15, 2026 What you can do here - View visits, off hours, blocked time and Google Calendar busy time - Use Calendar for your own schedule or Calendars for team schedules - Set weekly hours, split shifts, date overrides and booking rules - Limit how many online bookings can start in an availability block - Block time so it is unavailable for booking You’ll need: access to the calendar you want to manage. Availability is managed on Calendar for doctors and on Calendars for owners, admins and staff. Use Calendar for a personal schedule and Calendars for team scheduling. Availability controls when online booking can offer a slot, and the calendar shades off hours instead of working hours. Visits, blocked time and Google Calendar busy time make those slots unavailable. #### How do I choose Calendar or Calendars? Use the calendar area that matches the schedule you need to manage. In the left sidebar, click Calendar for your own schedule or Calendars for team schedules. For personal Google Calendar sync, in the left sidebar, click Settings (at the bottom), then click Calendar Sync. Use Calendars (1) for team schedules and Settings (2) for personal Google Calendar sync. 1Calendars2Settings Use Calendars (1) to view team schedules, and use Settings (2) at the bottom of the sidebar to open Calendar Sync for personal Google Calendar sync. - Clinicians use Calendar, which opens My Calendar for their own schedule. Use Day, Week or Month to change the view; Ona remembers your choice. Press d to switch to Day view. - Owners, admins and staff use Calendars to view team schedules. Calendars also has Day, Week and Month views and remembers the view you chose. Press d to switch to Day view. - In Month view, clicking a day opens Day view. In Week view, clicking a day header opens Day view. - Use Settings → Calendar Sync to manage personal Google Calendar sync. Connected Google events appear as Busy on the calendar. If you have both clinical and admin or staff access, use Calendars when you need the team schedule. #### How do I view team schedules? Use Calendars to compare team members' visits, off hours and blocked time in one place. The Member picker (2) chooses one or more team members, Date navigation (3) moves through the calendar, Calendar grid (4) shows visits, off hours, blocked time and busy time, and the Legend (5) tells event types apart. 2Member picker3Date navigation4Calendar grid5Legend Use the Member picker (2) to choose one or more team members, the Date navigation (3) controls to move through the date range, the Calendar grid (4) to review visits, off hours, blocked time and busy time, and the Legend (5) to tell event types apart. - In the left sidebar, click Calendars. - Use the member picker (2) to choose one or more team members. - Use Today or the arrows (3) to move through the calendar. - Review the calendar (4) for visits, off hours, blocked time and busy time. - Use the legend (5) to tell event types apart. The calendar updates to show the selected team members and remembers the view you chose. When multiple calendars are shown, a day can split into lanes so each member's events stay separate. #### How do I edit availability? In the left sidebar, click Calendar for your own schedule or Calendars for a team member's schedule, then select Edit Availability to change the hours and booking rules. The Weekly hours (1) section sets the regular schedule, Date overrides (2) set one-off changes for specific dates, and Availability rules (3) set booking limits and timing. 1Weekly hours2Date overrides3Availability rules Use Weekly hours (1) for the regular schedule, Date overrides (2) for one-off date changes, and Availability rules (3) for booking limits and timing. - In the left sidebar, click Calendar for your own schedule, or Calendars for a team member's schedule. - Select Edit Availability. - In Weekly hours, turn working days on or off and set the time blocks. - In Date overrides, add one-off changes for specific dates. - In Availability rules, set Timezone, Appointment length, Buffer, Minimum notice and Booking window. - Select Save. After saving, booking pages follow the updated hours and rules, and off hours appear shaded on the calendar. Select Discard before saving if you do not want to keep your changes. #### How do I set weekly hours and split shifts? In the left sidebar, click Calendar for your own schedule or Calendars for a team member's schedule, then open Edit Availability to set the normal working pattern on a calendar. Use the Working day toggle (2) to turn a day on or off, Start and end time (3) to set each block, and Add split shift (4) to add another block on the same day. 1Weekly hours2Working day toggle3Start and end time4Add split shift Use Weekly hours (1) to set the regular schedule, the Working day toggle (2) to turn a day on or off, Start and end time (3) to set each block, and Add split shift (4) to add another block on the same day. - In Weekly hours, turn on each day the person works. - Set the start and end time for the day's first block. - Add another block on the same day for a split shift. - Repeat for any other working days. Each open block must have a start and end time, must end after it starts, and cannot overlap another block on the same day. #### How do I limit visits in an availability block? In the left sidebar, click Calendar for your own schedule or Calendars for a team member's schedule, then open Edit Availability and use a visit limit when online booking should stop after a certain number of visits start in a block. You can set limits in Weekly hours or Date overrides. The Weekly hours (1) section is where you set the normal block, and Visit limit (2) is the control that caps how many visits can start there. 1Weekly hours2Visit limit Use Weekly hours (1) to set the normal block, and use Visit limit (2) to cap how many visits can start there. - Find the block you want to limit. - Select the visit-limit pill on that block. - Enter the maximum number of visits. Visit limits must be whole numbers from 1 to 100. When the limit is reached, online booking closes for that block, but staff can still add more visits manually. #### How do I add a date override? In the left sidebar, click Calendar for your own schedule or Calendars for a team member's schedule, then open Edit Availability and use Date overrides for one-off changes, such as a holiday, leave day or special clinic day. The Date overrides (1) section holds those one-off changes, and Add date (2) opens the date picker for a new override. 1Date overrides2Add date Use Date overrides (1) for one-off changes, and Add date (2) to open the date picker for a new override. - Go to Date overrides. - Select Add date. - Choose the date. - Turn the date off for a full day away, or leave it on and set the blocks for that date. The override applies to that date without changing the normal weekly pattern. #### How do I block time on the calendar? In the left sidebar, click Calendar for your own schedule or Calendars for a team member's schedule, then use Block Time, or select Block time on an empty calendar slot, when someone is unavailable for booking during a specific time. In the dialog, Title (1) names the block, Date (2) chooses the day, All day (3) covers the full day, Starts (4) sets the time when the block is not all day, and Block time (5) creates it. The dialog also includes repeat controls: Repeats opens the recurrence settings, where you can choose Does not repeat, Daily, Weekly or Monthly; when a repeat is on, use Every, Days of the week, Ends, Never ends, Until, After and Number of occurrences to define the pattern. 1Title2Date3All day4Starts5Block time - Select Block Time, or select Block time on an empty slot. - Enter a title for the block. - Turn on All day if the block should cover the full day. - If it is not all day, set Starts and Ends. - If you want it to repeat, choose the repeat settings and set the end condition. - Select Block time. Blocked time is unavailable for booking, the same as busy time from a connected Google Calendar, and appears on the calendar in Day, Week and Month views. To change an existing block, select it on the calendar, update the details, then select Save changes. To remove it, select Delete. #### What affects online booking slots? Open the calendar from the left sidebar by clicking Calendar for your own schedule or Calendars for team schedules. Online booking uses availability first, then removes times that are already occupied or outside the booking rules. On the calendar, time outside availability appears as off hours. Use Edit Availability (1) and Block Time (2) to change the calendar, and look for Visits (3), Off hours (4) and Blocked (5) to tell the slot types apart. 1Edit Availability2Block Time3Visits4Off hours5Blocked Use Edit Availability (1) to change hours and booking rules, Block Time (2) to add unavailable time, Visits (3) to spot booked visits, Off hours (4) to spot time outside availability, and Blocked (5) to spot blocked time on the calendar. A slot can be unavailable because of: - A booked visit. - A calendar block created in Ona. - Busy time from Google Calendar. - A visit limit that has already been reached for an availability block. - Buffer, Minimum notice or Booking window. Bookable services can also have their own scheduling rules. If a service is not appearing when you expect, check the service setup as well as the member's calendar. See Setting up services and packages and Setting up your website and online booking. #### What can't I do here? Open Calendar or Calendars from the left sidebar to manage calendars and availability. Calendars and availability have these limits: - Clinicians use Calendar for their own schedule rather than the team Calendars view. - Day, Week and Month change only the calendar display. They do not change availability or booking rules. - You cannot save weekly hours or date overrides with missing times, overlapping blocks, or a block that ends before it starts. - You cannot set a visit limit below 1 or above 100. - You cannot create a new visit by selecting a slot that overlaps a visit, blocked time or busy time. - Google Calendar busy time appears as Busy and is managed in Google Calendar, not as an Ona calendar block. #### Common questions #### What is the difference between availability and blocked time? Open Calendar or Calendars from the left sidebar to view both on the calendar. Availability is when a team member can be booked. The calendar shades the opposite time as off hours. Blocked time is an exception that makes part of that calendar unavailable, such as lunch, admin time or leave. #### Should I use a date override or change weekly hours? Use Date overrides for one-off changes. Change Weekly hours when the normal working pattern has changed. #### Why do I see Busy on the calendar? Open Calendar or Calendars from the left sidebar and look for Busy on the calendar. It means time from a connected Google Calendar. It blocks booking for that slot and does not show the external event's details in Ona. #### Can I block a whole day? Yes. Open Calendar or Calendars from the left sidebar, use Block Time, choose the Date, turn on All day, then select Block time. #### Where do I connect Google Calendar? In the left sidebar, click Settings (at the bottom), then click Calendar Sync to manage personal Google Calendar sync. For full setup steps, see Syncing with Google Calendar. Related guides Booking an appointment for a patientBook a patient appointment from My Calendar or the team Calendars page. Booking creates a visit that appears on the calendar.6 min readBlocking time and recurring eventsBlock unavailable time on your calendar, make blocks repeat, and update or delete blocked time when your schedule changes.8 min readYour website and online booking pageSet your practice logo, publish your welcome page, turn on online booking, and copy the public links from Settings.9 min readSetting up services and packagesCreate the services, packages and memberships your practice offers. Set prices, visit defaults, booking rules, reminders, billing defaults and patient screening.11 min readSyncing with Google CalendarConnect your personal Google Calendar so Ona can read busy times and write scheduled visits to Google. Owners and admins can also manage clinic-wide privacy settings for Google Calendar sync.9 min read ### Blocking time and recurring events - Help Center URL: https://ona.health/help/blocking-time-and-recurring-events Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Blocking time and recurring events Block unavailable time on your calendar, make blocks repeat, and update or delete blocked time when your schedule changes. Scheduling & online booking8 min readUpdated October 15, 2026 What you can do here - Block time when you are unavailable for visits - Create one-time, all-day and repeating blocked time - Edit or delete a single blocked time or a recurring series - See busy time from a connected Google Calendar on the schedule - Know when to change availability instead of adding a block You’ll need: access to the calendar you want to manage, with calendar action buttons available. Use blocked time for exceptions to your normal schedule: lunch, admin time, a conference, or any other time that should not be bookable. Use availability for your regular working hours. For regular schedule setup, see Setting up your calendar and availability. #### How do I see blocked time on the calendar? In the left sidebar, click Calendar to open My Calendar. Use My Calendar to view your own schedule. In Day or Week view, blocked time appears on the time grid alongside visits, off hours and busy time from connected calendars. Blocked time is shown as a neutral hatched block with its title. Busy time from Google Calendar is shown as Busy and marked as Google Calendar when you open its details. Both types mark that time as unavailable on the calendar. If you hover over an open slot in Day or Week view, the calendar can show quick actions for New visit and Block time. These quick actions do not appear over visits, blocked time or busy time. #### How do I block time? In the left sidebar, click Calendar. If your sidebar shows Calendars instead, click Calendars. Use Block Time on My Calendar in Day or Week view when you need to mark time as unavailable without creating a visit. 1Title2Date3All day4Starts5Block time Use Title (1) to name the block, Date (2) to pick when it starts, All day (3) when the whole day should be unavailable, Starts (4) to set the start time, and Block time (5) to add it to the calendar. - Select Block Time. - Enter a Title for the block. - Choose the Date. - Turn on All day if the whole day should be unavailable. Otherwise, set Starts and Ends. - Choose a color if you want the block's left rail to stand out. The block appears on the calendar and marks that time as unavailable. A title is required, and the end time must be after the start time. You can also hover over an empty time slot in Day or Week view and select the block-time icon. When you start from a slot, the dialog opens with that time already selected. #### How do I make blocked time repeat? On the same page, create repeating blocked time from My Calendar in Day or Week view when the same unavailable period happens on a schedule, such as a weekly lunch or a monthly meeting. 1Repeats2Title3Start time4End time5Block time Use Repeats (1) to choose whether the block repeats, Title (2) to name it, Start time (3) and End time (4) to set the repeating window, and Block time (5) to add the series. - Enter the block's Title, Date, Starts and Ends. - Choose how the block repeats. The repeating block is added to the calendar. Recurring blocked time shows a repeat marker on the event when there is enough space to display it. #### How do I edit blocked time? On the same page, open blocked time from My Calendar in Day or Week view when the title, color, date, time or repeat settings need to change. 1Title2Date3All day4Starts5Save changes Use Title (1) to rename the block, Date (2) to move it to another day, All day (3) to switch between a full-day and timed block, Starts (4) to change the start time, and Save changes (5) to keep the update. - Select the blocked time on the calendar. - Update the Title, Date, All day, Starts, Ends, color or repeat settings. - Select Save changes. - If the block repeats, choose whether the change applies to the event you opened or to the series. The calendar updates after the change is saved. Repeat changes apply only when you choose All events. #### How do I move or resize blocked time? On the same page, when blocked time can be edited on the Day or Week view grid, you can move it without opening the dialog first. 1Starts time2Ends time3Save changes Use the Starts (1) and Ends (2) controls to review the new times after you drag the block, then select Save changes (3) to keep the resize. - Drag the blocked time to another slot to move it. - Drag the top or bottom edge to change its start or end time. - Review the Edit blocked time dialog that opens with the new time. A block that crosses midnight is split visually across days. The editor opens the whole occurrence, not the individual midnight-split piece. #### How do I delete blocked time? On the same page, use My Calendar in Day or Week view when blocked time should no longer make the slot unavailable. 1Delete2Cancel3Save changes Use Delete (1) to remove the block, Cancel (2) to keep it, and Save changes (3) if you are editing the block instead of deleting it. - Select Delete. - If the block repeats, choose whether to delete this event or the series. The blocked time is removed from the calendar after the delete action finishes. #### What is the difference between availability and blocked time? In the left sidebar, click Calendar. If your sidebar shows Calendars instead, click Calendars. Use Edit Availability on My Calendar for your standard bookable hours, date overrides and booking rules. Availability controls the hours that booking pages follow, and off-hours appear on the calendar outside those hours. 1Edit Availability2Block Time3Calendar view Use Edit Availability (1) to change your regular bookable hours, Block Time (2) to add an exception to those hours, and Calendar view (3) to switch the calendar display. Use Block Time for exceptions inside or across those hours. A block is a calendar event that says you are unavailable, the same way busy time from a connected calendar makes you unavailable. Availability also includes booking rules such as Timezone, Appointment length, Buffer, Minimum notice and Booking window. Blocked time only controls a specific unavailable period. #### What can't I do here? On My Calendar, calendar actions are limited in these ways: - You cannot save blocked time without a Title. - You cannot save blocked time with an end time that is before or the same as the start time. - You cannot edit or delete Google Calendar busy time from the calendar grid. - Quick actions for New visit and Block time are available in Day or Week view and do not appear over visits, blocked time or Google Calendar busy time. - If your account cannot make schedule changes, New Visit and Block Time are not shown. #### Common questions #### Do Google Calendar events make me unavailable in Ona? Yes. Busy time from a connected Google Calendar appears as Busy on the Ona calendar and is treated as unavailable. See Syncing with Google Calendar. #### Can I create an all-day block? Yes. In the Block time dialog, turn on All day. Ona sets the block to cover the whole day and hides the start and end time pickers. #### Why can't I create a visit in a slot? On the calendar grid, the quick-create action appears only in Day or Week view, and is hidden when the slot overlaps a visit, blocked time or busy time from a connected calendar. Choose another open slot, or edit the block if the time should be available. #### Can blocked time have a color? Yes. On the calendar, the color appears on the block's left rail. The block body stays neutral so visits remain easier to scan on a busy calendar. #### When should I change availability instead of blocking time? On the calendar, change availability when the pattern is part of your normal schedule. Block time when you need an exception, such as one afternoon out, a recurring meeting or an all-day closure. Related guides Calendars and availabilityView personal and team schedules, edit availability, add date overrides, set booking rules and block time from Calendar or Calendars.12 min readBooking an appointment for a patientBook a patient appointment from My Calendar or the team Calendars page. Booking creates a visit that appears on the calendar.6 min readRescheduling, canceling, and no-showsChange a visit's scheduled time, cancel a visit, or mark a visit as a no-show from Visits or the visit workspace.6 min readSyncing with Google CalendarConnect your personal Google Calendar so Ona can read busy times and write scheduled visits to Google. Owners and admins can also manage clinic-wide privacy settings for Google Calendar sync.9 min readYour website and online booking pageSet your practice logo, publish your welcome page, turn on online booking, and copy the public links from Settings.9 min read ### Booking an appointment for a patient - Help Center URL: https://ona.health/help/booking-an-appointment Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Booking an appointment for a patient Book a patient appointment from My Calendar or the team Calendars page. Booking creates a visit that appears on the calendar. Scheduling & online booking6 min readUpdated October 15, 2026 What you can do here - Book a patient from My Calendar by selecting an open time on the calendar - Book from Calendars when you manage team schedules - Use availability, blocked time, existing visits and connected Google Calendar busy time to choose an open slot - Start the same create-visit flow from a calendar slot or from New Visit You’ll need: the patient you are booking for and the clinician whose calendar you want to use. The clinician should have availability set. In Ona, booking an appointment creates a visit. The visit appears on the calendar at the scheduled time and is the record you open when the patient arrives. Clinicians use My Calendar for their own schedule. Owners, admins and staff can use Calendars to work across team calendars. #### How do I book from My Calendar? Use My Calendar when you are booking on your own schedule. Selecting a calendar slot starts the visit with that date and time already chosen. 1Calendars2New Visit Use Calendars (1) in the sidebar to switch to the team calendars page, or use New Visit (2) at the top of My Calendar to start booking without first choosing a time. When you start from a slot, Create New Visit opens with the slot time filled in. 1Patient2Clinician3Date4Time5Add New Visit The dialog uses Patient (1) for the person you are booking, Clinician (2) for whose schedule it lands on, Date (3) and Time (4) for the visit start, and Add New Visit (5) to create it. - In the left sidebar, click Calendar to open My Calendar. - Find an open time on the calendar. - Select the open slot, or hover over it and select New visit. - Complete the required details in Create New Visit. - Save the new visit. The visit appears on My Calendar at the selected time. You can also select New Visit at the top of My Calendar. Use this when you want to start the booking without selecting a time first. #### How do I book on another clinician's calendar? Use Calendars when you manage appointments across the team. Choose the clinician's calendar first so you can see their availability, existing visits and blocked time before booking. 1Calendars2Clinicians3Clinician schedule Use Calendars (1) to open the team calendars page, Clinicians (2) to show the clinician list, and Clinician schedule (3) to pick the schedule you want to book on. - In the left sidebar, click Calendars. - Open the clinician schedule you want to use. - If the calendar opens in Month view, select the day you want to book. - Find an open time in Day view. The visit is added to the selected schedule. #### How do availability and conflicts affect booking? In the left sidebar, click Calendar for My Calendar, or click Calendars to work across team calendars. Use My Calendar or Calendars to check whether a time is open before you book. Working time is plain, while Off hours are shaded. Existing visits, blocked time and Google Calendar busy time occupy time on the calendar. 1Off hours2New visit3Block time4Edit availability Use Off hours (1) for shaded time that falls outside working hours, New visit (2) to start booking from an open slot, Block time (3) to open the unavailable-time dialog, and Edit availability (4) to open the availability editor. A slot is not available for a new visit when it overlaps any of these: Calendar item What it means Existing visit Another appointment is already booked in that time. Busy The clinician is busy from a connected Google Calendar. Google Calendar is connected from Calendar Sync in Settings. Blocked time The clinician or practice marked that time unavailable for booking. Off hours The time falls outside working hours. When a slot is occupied, the calendar does not show the New visit control there, and selecting the occupied area does not create a visit. Month view also does not create a visit from a time slot; selecting a day switches to Day view, where the open-slot flow applies. Availability can also include a maximum number of visits for an online booking block. That limit closes online booking once enough visits start in the block, but internal booking can still add more visits. #### What can't I do here? In the left sidebar, click Calendar for My Calendar, or click Calendars to work across team calendars. Booking from the calendar has a few limits: - Clinicians use a calendar scoped to their own schedule. The full operational Calendars page is for owners, admins and staff. - You cannot create a visit by selecting time that overlaps an existing visit, Busy time or Blocked time. - Online booking visit limits do not stop internal booking from adding more visits inside Ona. - If your organization cannot make changes, New Visit and Block Time are not shown on My Calendar. #### Common questions #### Is an appointment different from a visit? No. Booking an appointment creates a visit. The visit is the appointment on the calendar and the record you open when the patient arrives. #### Why don't I see New visit on a time slot? In the left sidebar, click Calendar for My Calendar, or click Calendars to work across team calendars. The slot may overlap an existing visit, Busy time from Google Calendar or Blocked time. Month view also does not show the time-slot New visit control. Choose an open time in Day view instead. #### Can I book outside a clinician's availability? In the left sidebar, click Calendar for My Calendar, or click Calendars to work across team calendars. Yes, if the time does not overlap an existing visit, Busy time or Blocked time. Availability guides booking, but it is not the same as a blocked slot. #### What happens after I book? The visit appears on the calendar at the selected time. For what to do next, see Creating and running a visit. #### Where do I set availability? In the left sidebar, click Calendar, then select Edit Availability. For setup details, see Setting up your calendar and availability. Related guides Calendars and availabilityView personal and team schedules, edit availability, add date overrides, set booking rules and block time from Calendar or Calendars.12 min readCreating and running a visitCreate a visit, attach services, interviews, and consents, work the visit workspace, and manage visit billing items such as services, copays, and superbills.10 min readRescheduling, canceling, and no-showsChange a visit's scheduled time, cancel a visit, or mark a visit as a no-show from Visits or the visit workspace.6 min readSetting up services and packagesCreate the services, packages and memberships your practice offers. Set prices, visit defaults, booking rules, reminders, billing defaults and patient screening.11 min readSending forms and consents to patientsSend forms and consents to patients, schedule form sends, fill a form in the clinic, resend links, cancel scheduled forms, and share one-time completion links when a patient cannot be notified.9 min read ### Rescheduling, canceling, and no-shows - Help Center URL: https://ona.health/help/rescheduling-cancelling-and-no-shows Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Rescheduling, canceling, and no-shows Change a visit's scheduled time, cancel a visit, or mark a visit as a no-show from Visits or the visit workspace. Scheduling & online booking6 min readUpdated October 20, 2026 What you can do here - Reschedule a visit by changing its date, time, clinician, location, timezone or duration - Cancel a visit that will not happen - Mark a missed visit as No-show - Know why Edit visit does not show scheduling fields for Cancelled and No-show visits You’ll need: a visit you can access. Visits are managed from Visits and from each visit workspace. Owners, admins and staff work from the operational visit list. Clinicians see a workspace scoped to their own patients and visits. The Visits page shows a list of visits with schedule, patient and status information. #### How do I reschedule a visit? In the left sidebar, click Visits, then click the visit you want to move. On the visit workspace, select Edit visit to change the schedule. A visit workspace is open with the visit header, clinical workspace, and sidebar visible; the sidebar may show Supplements under charting and Fullscript in dispensary when those features are enabled. - Select Edit visit. - In Schedule, choose the new date and time. - Change the clinician, location, timezone or duration if needed. - If you clear Location, Ona leaves it blank instead of keeping the previous location. - If a reschedule-fee dialog opens, review the fee decision and select Reschedule. - If you changed the visit without moving its start time, save the other edits in Edit visit. The visit is saved with the new schedule. If you also changed the Title or Mode, those changes are saved at the same time. #### How do I change the visit duration while rescheduling? On the same page, in Visits, click the visit you want to change. In Edit visit, duration is part of the same scheduling form as the date and time. 1Edit visit3Schedule Use Edit visit (1) to open the dialog, and Schedule (3) to change the visit date, time and duration. - In Schedule, change the duration. - Choose a new date or time if the length changes where the visit should fit. The new length is saved with the visit schedule. #### How do I cancel a visit? In the left sidebar, click Visits, then click the visit you want to cancel. Use the visit Status when a scheduled visit will not happen. Canceling may first ask whether to cancel just this visit or this visit and the later visits in the series too. It then opens a confirmation dialog that shows the late-cancellation fee and lets you choose whether to charge or waive it, then closes the visit for scheduling in Edit visit. 1Status2Cancelled3No-show Use Status (1) to open the menu, then choose Cancelled (2). No-show (3) is the other status in the same menu. - Find the visit you want to cancel. - Open the visit's Status. - Choose Cancelled. - If Ona asks whether to cancel just this visit or the series after it too, choose the scope you want. - Review the confirmation dialog and choose whether to charge or waive the fee. The visit status changes to Cancelled after you confirm. Edit visit no longer shows scheduling fields for that visit. #### How do I mark a visit as a no-show? In the left sidebar, click Visits, then click the missed visit. Use the visit Status when the patient missed the visit and the visit should be marked as missed rather than canceled. Marking a visit as No-show may first ask whether to mark just this visit or this visit and the later visits in the series too. It opens the same confirmation dialog so you can review the fee and choose whether to charge or waive it. - Find the missed visit. - Choose No-show. - If Ona asks whether to mark just this visit or the series after it too, choose the scope you want. 1Status2No-show3Cancelled Use Status (1) to open the menu, No-show (2) to mark the missed visit, and Cancelled (3) for the other visit status in the same menu. The visit status changes to No-show after you confirm. Edit visit no longer shows scheduling fields for that visit. #### What can't I do here? In the left sidebar, click Visits, then click a visit when you need the visit workspace. Scheduling and status actions have these limits: - You cannot change the schedule of a visit whose status is Cancelled or No-show from Edit visit. - You cannot save Edit visit with a blank Title. - The Title field is limited to 200 characters. - Clinicians see only the patients and visits available in their clinician workspace. - Canceling a visit or marking it as No-show may first ask whether you want to act on just this visit or the series after it, and then uses a confirmation dialog for the late-cancellation or no-show fee. - Moving a visit inside the clinic's reschedule window uses a confirmation dialog for the reschedule fee. #### Common questions #### Can I change the clinician or location when I reschedule? Yes. In Edit visit, you can update the visit's clinician, location, timezone and duration while moving the visit. #### Is the patient charged when I reschedule? Only if the clinic charges a reschedule fee (Settings → Billing → Cancellation Fees) and the visit is moved with less notice than the reschedule window. If the visit's start time changes and the fee dialog opens, review the fee decision and select Reschedule. Turn it off when the practice is the one moving the visit. Changing only the clinician, location or duration is not a reschedule, so nothing is charged. Patients who move their own visit in the portal or through the AI receptionist are charged automatically and see the fee before they confirm. #### Why is the schedule section missing in Edit visit? The visit is closed for scheduling if its status is Cancelled or No-show. Edit visit shows that the schedule can't be changed. #### Is canceling the same as marking a no-show? No. Use Cancelled when the visit will not happen. Use No-show when the patient missed the scheduled visit. If Ona asks whether you mean just this visit or the series after it too, that only changes which visits the action applies to. #### Can clinicians reschedule visits? Yes, for visits they can access. Clinicians work from a workspace scoped to their own patients and visits. #### Can I change the visit title while rescheduling? Yes. Edit visit lets you update the Title and schedule in the same save. #### Where do I create a new appointment instead? Use the booking flow when you need a new visit rather than changing an existing one. See Booking an appointment for a patient. Related guides Booking an appointment for a patientBook a patient appointment from My Calendar or the team Calendars page. Booking creates a visit that appears on the calendar.6 min readCalendars and availabilityView personal and team schedules, edit availability, add date overrides, set booking rules and block time from Calendar or Calendars.12 min readCreating and running a visitCreate a visit, attach services, interviews, and consents, work the visit workspace, and manage visit billing items such as services, copays, and superbills.10 min readVisit statusesUnderstand the visit status labels that appear in Visits and visit records, including the statuses that close a visit for schedule changes.4 min read ### Your website and online booking page - Help Center URL: https://ona.health/help/website-and-online-scheduling Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Your website and online booking page Set your practice logo, publish your welcome page, turn on online booking, and copy the public links from Settings. Scheduling & online booking9 min readUpdated October 15, 2026 What you can do here - Add your practice logo to public and patient-facing pages - Turn on a public welcome page with your tagline, specialties and contact email - Turn on online booking, manage the booking widget, and copy the public links from Settings - Preview the live welcome page, booking page and booking widget before sharing them - See which service, availability, screening, membership, tag and payment settings affect booking You’ll need: the Owner or Admin role. Set up services and clinician availability before sharing your booking page. Your practice logo and public welcome page are in Settings → Organization (under Practice). Online booking is in Settings → Online Booking (under Scheduling), and the website widgets are in Settings → Website Widgets (under Growth). 1Settings2Organization Use Settings (1) in the sidebar to open the settings area, then choose Organization (2) to manage your practice branding and public pages. Changes to the welcome page and booking page save automatically. The logo is the exception: select Save after uploading, replacing or removing it. #### How do I add my practice logo? In the left sidebar, click Settings (at the bottom). In the settings menu, under Practice, click Organization when you want public practice pages to use your branding. 1Logo2Upload logo - On the Organization page, in Logo (1), select Upload logo (2). - Choose a PNG, JPEG or WebP image up to 2 MB. - Select Save. Your logo appears on your public practice pages. Use Replace or Remove to change it later, then select Save again. #### How do I turn on the welcome page? In the left sidebar, click Settings (at the bottom). In the settings menu, under Practice, click Organization to publish a public welcome page for your practice. The welcome page introduces your practice before someone books. 1Show welcome page2Tagline3Specialties4View landing page Use Show welcome page (1) to publish the page, then fill in Tagline (2) and Specialties (3). Use View landing page (4) to preview what patients will see. - On the Organization page, turn on Show welcome page (1). - Enter a Tagline that describes your practice for prospective patients. - Add Specialties (3) for the areas you practice. - In Contact, enter the Contact email patients should use for questions, then select Save changes. - Copy the link in Your Welcome Page, or select View landing page (4) to preview it. The welcome page uses your logo, tagline, specialties, contact email and public clinician profiles. Write the tagline and specialties for someone deciding whether to book with your practice. #### How do I turn on online booking? In the left sidebar, click Settings (at the bottom). In the settings menu, under Scheduling, click Online Booking when you are ready for patients to schedule themselves online. Turning on online booking makes the public booking flow available; services and availability still come from your scheduling setup. 1Booking page2Your booking page3View booking page4Booking widget5Online bookings Use Booking page (1) to turn the booking flow on or off, Your booking page (2) to copy the public link, View booking page (3) to preview it, Booking widget (4) to manage the embeddable widget, and Online bookings (5) to manage tags for visits booked online. - On the Online Booking page, turn on Booking page (1). - Copy the link in Your booking page (2) when you are ready to share it. - Select View booking page (3) to preview the live booking flow. - Use the Booking widget section (4) when you want to enable the embeddable widget independently. - Use Online bookings (5) to manage tags for visits booked online before you select Save changes. After booking is on, patients can choose what to book, pick a clinician and time, and confirm the visit. See Setting up services and packages for service visibility, pricing, packages and booking rules. #### What do patients see on the booking page? The public booking page controlled from Settings → Online Booking (in the left sidebar, click Settings at the bottom; in the settings menu, under Scheduling, click Online Booking) uses the services, packages, screening, membership and payment settings you manage elsewhere. 1Booking progress2Visits3Packages4Memberships5Your booking Use Booking progress (1) to follow the booking steps, Visits (2), Packages (3) and Memberships (4) to choose what to book, and Your booking (5) to review the running summary. Patients move through these steps: - Service: they choose a single visit or, if you offer them online, a package or membership. Packages appear above single visits. Memberships appear when a signed-in patient has bookable plans, and a member sees their membership first. Items that require payment show Pay when booking when card payments are available. - Questions: if the selected service has booking screening, they answer the questions before the calendar opens. - Date & time: they choose a clinician, then a date and time. - Review and book: they review the service or package, clinician, date, time and price. Long descriptions can be expanded in place. If a cancellation policy exists, it appears here too, and reschedule policy text appears too when one exists. If they are not signed in, they sign up to book at this step. If payment is required, checkout runs on Stripe and card details do not reach the practice. For visit payments, the selected time is held for 30 minutes while payment is completed. Once the visit is booked, the patient receives the details by email. Patients do not choose a location on the booking page. #### What controls which times appear online? Online booking is switched on in Settings → Online Booking (in the left sidebar, click Settings at the bottom; in the settings menu, under Scheduling, click Online Booking), but available times come from your scheduling setup. 1Booking page2Your booking page link3Link to one choice4Enable the booking widget Use Booking page (1) to turn booking on or off, Your booking page link (2) to copy the public URL, Link to one choice (3) to open a booking link for one clinician, and Enable the booking widget (4) to control the embeddable widget. - Services decide what can be booked, whether it appears online, its duration, price, payment requirement, screening and booking rules. See Setting up services and packages. - Clinician availability decides which dates and times can be offered. A time must fit the clinician’s availability and the service’s booking rules. See Setting up your calendar and availability. - Clinician profiles supply names, photos, credentials, specialty and bio on booking pages. If a time is missing, check the service’s booking rules and the clinician’s availability first. Settings → Online Booking only turns the public booking page on or off. #### How does clinician-specific booking work? A clinician-specific booking link keeps the clinician fixed for the whole booking flow. Use it when you want someone to book with one clinician only. Patients who use that link choose from services that clinician can take. If there is only one service in that clinician's booking list, the service step is skipped and the patient goes straight to choosing a time. #### What can't I do here? On the booking page in Settings → Online Booking, access and booking are limited in these ways: - Staff and clinicians cannot manage website and booking settings from Settings. - Turning on online booking does not create services, packages or availability. Set those up separately before sharing the link. - Practice members signed in on the public booking page cannot confirm a booking there. Book visits for patients from the dashboard instead. - When online booking is off, visitors to the booking link are redirected to the welcome page if it is on, or to sign up if it is not. - The booking widget can be enabled on its own, and visit tags are managed in the Online bookings section. #### Common questions #### Where do I copy my booking link? Use Your booking page in Booking page on the booking page in Settings. Use View booking page to check the live page before sharing it. #### What happens if I turn off booking pages? Visitors cannot use the booking flow. If your welcome page is on, visitors are sent there; otherwise they are sent to sign up. #### Can patients buy packages online? Yes, if packages are published for online booking. Packages appear above single visits on the booking page. #### How do payments work for online booking? If a service or package requires payment and booking payments are available, patients pay through Stripe before the booking is confirmed. Card details do not reach the practice. #### Where do I set up the website chat widget? Use the Website Widget page in Settings. See Chatting with website visitors. Related guides Setting up services and packagesCreate the services, packages and memberships your practice offers. Set prices, visit defaults, booking rules, reminders, billing defaults and patient screening.11 min readCalendars and availabilityView personal and team schedules, edit availability, add date overrides, set booking rules and block time from Calendar or Calendars.12 min readChatting with website visitorsSet up the website chat widget, add it to your practice website, and answer visitor messages from the omnichannel inbox.6 min readWhat patients see in the portalUnderstand the patient-facing portal and public Welcome page so your team can answer questions about visits, forms, records, shared files, care plans, messaging and payments.13 min readConnecting Stripe for patient paymentsConnect the practice's existing Stripe account or create a new one from Settings, check whether charges and payouts are ready, and control card-saving settings for patient intake and online payments.9 min read ### Recurring visits - Help Center URL: https://ona.health/help/recurring-visits Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Recurring visits See when a visit belongs to a recurring series, review the other visits in that series, and change or end future visits without affecting earlier records. Scheduling & online booking6 min readUpdated October 20, 2026 What you can do here - Tell when a visit belongs to a recurring series - Review every visit in a series from the visit header - See active recurring series in a patient's chart - Change only one visit or re-plan this and following visits - End future visits in a series and understand what gets cancelled You’ll need: access to a visit or patient chart that already has a recurring series. Recurring visits let you plan a series of visits and then manage the future ones together. In Ona, recurring-visit details appear in calendar hover cards, visit pages, and the patient's chart so you can see what repeats, what is next, and how many visits are left. #### How do I see whether a visit is part of a recurring series? In the left sidebar, click Visits, then click the visit. On a visit page, a recurring visit shows a recurring-visit button in the header. In a calendar hover card, a recurring visit also shows a recurring-visit line with its place in the series and the repeating schedule. 1Series button Use the Series button (1) in the visit header to open the series popover. - On the visit page, look in the header for Visit 3 of 10 or Recurring. - Select Visit 3 of 10 or Recurring to open the series popover. - Review the top of the popover for the series title and schedule. - Review the list below for every visit in the series, including each visit's date, time, and status. - If Edit this and following visits appears, select it to change future visits. The popover highlights the current visit. If the series was ended early, the popover shows Ended early under the schedule. Each visit in the list opens that visit. The Edit this and following visits button appears only when the series still has visits ahead and the view is not read-only. #### How do I review recurring visits in the patient's chart? In the left sidebar, click Patients, then click the patient's name. In a patient's chart, active series with visits still ahead appear in the Recurring visits strip above the visit list. - Above the visit list, find Recurring visits. - Review each row for the series title and schedule. - Read the line below to see the next scheduled visit and how many visits are left. - To change future visits in that series, select Edit. Only series with visits still ahead appear in this strip. When a series has no visits ahead, it drops out of the strip, but its visits still stay in the list below. #### How do I edit only this visit? In the left sidebar, click Visits, then click the visit. On a visit page, use Edit in the header. On phone, open visit details and use Edit visit. For a recurring visit, Ona asks whether you want to change only this visit or re-plan the series from that point forward. - Select Edit or Edit visit. - In Edit a recurring visit, choose This visit. - Select Continue. The regular visit editor opens for that visit only. Any changes you make there do not re-plan the rest of the series. #### How do I edit this and following visits? In the left sidebar, click Visits, then click the visit. On a visit page, select Visit 3 of 10 or Recurring and then select Edit this and following visits. In a patient's chart, use Edit in the Recurring visits strip. Use this when the repeating schedule needs to change from one visit forward. - Open Edit this and following visits. - Update the parts of the schedule you need to change: Clinician, Location, From, Time, Repeat, Duration, and Mode. - Review the visit list under the form. Use Skip to leave a date out, Book to add a skipped unbooked date back, or Keep to undo cancelling a booked visit. - Read any Every visit warning above the list, and review each row for availability issues, already booked dates, and booked visits that would be cancelled. - Wait while Ona finishes Working out the visits. If Ona cannot build the preview, it shows Couldn't work out the visits for this rule. - Select Save. If visits will be booked, the button shows Save 1 visit or Save n visits instead. Earlier visits stay as they are. If the new rule leaves out future booked visits, Ona cancels those visits without a fee, and the patient is not charged for them. If you open Edit this and following visits from a past visit, the change starts at the next visit still ahead. #### How do I cancel one recurring visit or end the rest of the series? When the cancellation flow opens for a recurring visit, Ona asks which visits to cancel. - In Cancel a recurring visit, choose This visit to cancel only that visit, or choose This and following visits to end the series from that visit forward. - Select Continue if you chose This visit, or select Cancel visits if you chose This and following visits. When you cancel This and following visits, Ona ends the series there, cancels that visit and every upcoming visit after it without a fee, and sends the patient one message listing them. #### How do I end a series from the series editor? In Edit this and following visits, you can end the remaining visits without changing the rule. - Select End series. - In End this series?, review how many visits from that date on will be cancelled. - Select Keep visits to back out, or select End series to confirm. After you confirm, Ona cancels the remaining visits in that series from that date on. #### What can't I do here? Recurring-visit changes are limited in these ways: - You can change or cancel This visit or This and following visits. Earlier visits are not included. - If you open This and following visits from a past visit, the change starts at the next visit still ahead. - The Recurring visits strip shows only active series with visits ahead. - Edit this and following visits and End series appear only when there are upcoming visits from that point. - In read-only views, recurring-series edit controls are hidden or disabled. #### Common questions #### Why does the visit show Recurring instead of Visit 3 of 10? Recurring means Ona cannot show that visit's counted position in the series there. When it can place the visit in the series count, the button shows Visit 3 of 10 instead. #### What does Ended early mean? It means the series was ended before all of its originally planned visits were kept. You see Ended early in the series popover under the repeating schedule. #### What does Skip do? Skip leaves that date out of the series preview. If that date already has a booked visit, skipping it cancels that booked visit as part of the change. If it does not have a booked visit yet, it stays unbooked. #### Why does the editor say Working out the visits? Ona is recalculating the series with your current rule and checking each date. Wait for the preview to finish before you save. #### Why doesn't a series show in Recurring visits anymore? That strip shows only series with visits still ahead. When a series has run its course, it drops out of the strip, but the visits remain in the patient's visit history. Related guides Booking an appointment for a patientBook a patient appointment from My Calendar or the team Calendars page. Booking creates a visit that appears on the calendar.6 min readRescheduling, canceling, and no-showsChange a visit's scheduled time, cancel a visit, or mark a visit as a no-show from Visits or the visit workspace.6 min readFinding your way around a visit"Understand the visit page in Ona: where clinical charting, intake, billing, insurance and visit-specific tools appear, including the mobile top bar, chip strip, drawer and Records flow. Archived patients’ visits are read-only, and the header shows coverage and balance at a glance."11 min readFinding your way around the patient chartLearn how the Patients page and patient chart fit together, including the chart sidebar, Summary, timeline, Details & Settings, guardians and the authorized person area. Understand why some chart sections depend on role or enabled features, and how owners, admins and staff can bulk archive or restore patients and visits from lists.11 min readBlocking time and recurring eventsBlock unavailable time on your calendar, make blocks repeat, and update or delete blocked time when your schedule changes.8 min read ### Adding a patient - Help Center URL: https://ona.health/help/add-a-patient Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Adding a patient Create a patient from the Patients list, decide whether to send a portal invitation, and complete the patient record from Details & Settings. Patients6 min readUpdated October 4, 2026 What you can do here - Add a patient with First name and Last name - Add Email, Phone and Date of birth when you have them - Send a portal invitation as you create the patient by adding an email address - Review patient status, tags, filters, duplicate tools and bulk selection from Patients - Complete or clear optional details from Details & Settings - Share a setup link so the patient can complete their own setup You’ll need: a patient name. Have an email address ready if you want to invite the patient to the portal. Use Patients when you need to create a patient record before the full intake is complete. A name is enough to start the record; email, contact details, insurance and other information can be added later from the patient chart. #### How do I check the Patients list before adding someone? In the left sidebar, click Patients. Use Patients to search your patient list before creating a new record. This helps you avoid creating a duplicate and shows whether the person already has a patient record. Use the search and filters to narrow the list. The Status column shows the patient record's current status, and Tags show any labels on the record. Owners, admins and staff also see tag management, analytics, duplicate review tools and selection checkboxes for bulk archive and restore on this page. When you select one or more patients, the list shows bulk actions. While patients are selected, clicking another row adds it to the selection instead of opening the chart. Use Select all patients to select every patient matching the current filters, not only the rows currently loaded. If too many patients match, Ona selects the first 1,000 and asks you to narrow the filters. Clinicians have a scoped patient list. They only see patients assigned to them. #### How do I add a patient? In the left sidebar, click Patients when you need to start a chart now and finish the details later. First name, Last name, Email, Phone and Date of birth are in the add-patient dialog. 1First name2Last name3Email4Phone5Date of birth - In the left sidebar, click Patients. - Select Add Patient. - Enter First name. - Enter Last name. - Enter Email if you want to invite the patient to the portal now. - Enter Phone and Date of birth if you have them. - Select Add and invite if you entered an email address, or Add Patient if you did not. The patient record is created. If you entered an email address, Ona sends the portal invitation as part of creating the patient. If you leave Email blank, nothing is sent. #### How do I finish the patient record after adding them? In the left sidebar, click Patients, then click the patient's name. Select Details & Settings to open the patient details panel and finish the record after the patient exists. This is where you update the profile fields you have, right in the panel. - In the left sidebar, click Patients, then click the patient's name. - Select Details & Settings. - Edit the profile fields you have in the patient details panel. The saved details become part of the patient chart. If your organization uses the insurance flow, insurance details are also available from the patient settings area. #### How do I invite a patient after creating them? In the left sidebar, click Patients, then click the patient's name. Select Details & Settings when the patient was created without an email address, or when you need to send the portal invitation later. Add or confirm the patient's email address, save the patient record if you changed it, then use the portal invitation controls in the patient record. For the full invitation workflow, see Inviting patients to the portal. The patient receives a portal invitation after you send it from the patient record. #### How do I let the patient fill in their own details? In the left sidebar, click Patients, then click the patient's name. Select Details & Settings when the patient can complete their own setup. Share a setup link creates a setup link for that patient. 1Details & Settings2Share a setup link3Account & Invitation - Select Share a setup link. - Share the setup link with the patient. The patient can use the link to complete their own setup. For what the patient sees in self-service, see The patient portal and self-service. #### What can't I do here? Patient access and setup have a few limits: - Clinicians only see patients assigned to them. Owners, admins and staff see the full operational patient list. - Owners, admins and staff see tag management, analytics, duplicate detection, bulk archive and bulk restore on Patients. Clinicians do not see the bulk selection column or bulk actions. - You do not need an email address to create a patient, but you need one to send a portal invitation. - Insurance details appear only when the insurance flow is enabled for your organization. #### Common questions #### Do I need an email address to add a patient? No. First name and Last name are enough to create the patient. Add Email only if you want to send a portal invitation now. #### What happens if I add an email while creating the patient? Ona creates the patient and sends the portal invitation as part of that step. #### Can I add or change a patient photo later? Yes. In the left sidebar, click Patients, then click the patient's name. Select Details & Settings to update the patient's details there. If you see Patient added without the photo while creating the patient, the patient record was still created and you can update the record again from the patient's profile. #### Can I invite the patient later? Yes. In the left sidebar, click Patients, then click the patient's name. Select Details & Settings, add or confirm the email address, save the record if needed, then send the invitation from the patient record. #### Can the patient fill in their own information? Yes. In the left sidebar, click Patients, then click the patient's name. Select Details & Settings, then use Share a setup link so the patient can complete their own setup. #### Why can't a clinician find a patient in the list? Clinicians have a scoped list and only see patients assigned to them. An owner, admin or staff member can use the operational patient list to check the full patient population. Related guides Inviting patients with setup links and QR codesShare patient-specific setup access and understand what patients see when they accept an invitation, open an expired link, or use the Welcome page.9 min readPatient statuses and tagsUse this reference to understand patient status badges, patient tags, visit tags, and the filters that use them.6 min readPatient insurance and card scanningAdd, edit, scan and remove insurance from a patient record. Owners and admins can also require insurance during patient intake from Insurance settings.8 min readBooking an appointment for a patientBook a patient appointment from My Calendar or the team Calendars page. Booking creates a visit that appears on the calendar.6 min readUsing the command menu and snippetsOpen the command menu from any dashboard screen to search records, open pages and settings, create tasks, and insert saved snippets. You can also create, edit, share, and delete snippets from the same menu.10 min read ### Inviting patients with setup links and QR codes - Help Center URL: https://ona.health/help/inviting-patients-to-the-portal Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Inviting patients with setup links and QR codes Share patient-specific setup access and understand what patients see when they accept an invitation, open an expired link, or use the Welcome page. Patients9 min readUpdated October 20, 2026 What you can do here - Share setup access for one patient from their patient record - Use a QR code when a patient is in the clinic and wants to open setup on their own device - Know what patients see when an invitation is valid, expired or missing information - Use the practice Welcome page when it is enabled - Understand which patient portal areas may appear after a patient joins You’ll need: access to the patient record you want to invite. Use a patient-specific setup link when one known patient needs portal access. Use the practice Welcome page when you want a public entry point for self-service, such as online booking when booking is enabled. #### How do I check a patient record before sharing setup access? Before you share setup access, in the left sidebar, click Patients, then click the patient's name to open the patient record. The invitation flow uses the organization, the patient's name and the email address tied to the invitation. 1Patient name2Email address Use the Patient name (1) and Email address (2) to confirm you are in the right chart and that the invitation uses the right contact info. - In the left sidebar, click Patients, then click the patient's name. - Review the patient's name and email in the patient details area. - Correct the record if the name or email is wrong. - Share setup access only after the record identifies the right patient. The patient should receive setup access for their own record, not a shared or generic patient link. #### How do I share a patient setup link or QR code? Share setup access from a patient record when one patient needs to join the portal. In the left sidebar, click Patients, then click the patient's name. A QR code is useful at the front desk because the patient can open setup on their own phone. - Open the patient setup sharing panel. - Give the patient the setup link, or show the QR code when the patient is with you. - Ask the patient to open the link on the device they want to use. - Have the patient follow the on-screen steps to accept the invitation. 1Setup link2QR code Use the Setup link (1) to copy or share the patient-specific invitation, and use the QR code (2) when the patient is with you and wants to open setup on their own phone. When the patient opens a valid invitation, they see Accept your invitation and the practice name. If the invitation is for a dependent, the title and subtitle name the dependent and explain that the guardian is setting up that dependent's account. The portal may ask them to complete setup before showing the portal home. That setup can include an Authorized person section, card-on-file steps for one or more billing profiles, and it may also ask for insurance card photos before the patient can continue. If a field such as height or weight fails validation, the form shows the error and opens the section that needs attention. #### How do I use the Welcome page for patient self-service? When the practice Welcome page is enabled, open Welcome to use a public self-service page instead of a setup link for one specific patient. The page is available only when it is enabled for your organization. 1Book an Appointment2Patient Portal3Our Staff Use Book an Appointment (1) to send visitors into booking when online booking is enabled, Patient Portal (2) to open the patient portal, and Our Staff (3) to show the team area. When online booking is enabled, the Welcome page can send visitors into booking. If the website chat widget is enabled, the page also loads the same chat widget used on your practice site. The team area is labeled Our Staff. If the Welcome page is turned off, visitors are sent to sign in instead. For setup details, see Setting up your website and online booking. #### What happens when a patient opens an invitation? A valid invitation opens the patient invitation page. The patient sees Accept your invitation, the practice name and the invitation details needed to continue. If the invitation is for a dependent, the title and description name the dependent and explain that the guardian is setting up the dependent's account. They may also need to finish setup items such as an Authorized person section, card-on-file steps for one or more billing profiles or insurance card photo upload before they can enter the portal. If the link is missing required information, the patient sees This link isn't complete and is told to check the link or ask the clinic for a new invitation. If the invitation has expired, the patient sees This invitation has expired and is told to ask the clinic for a new one. If the patient already accepted the invitation and opens it again while Ona can identify that account, they are sent toward the portal instead of seeing an error. #### What can patients see after they join the portal? After a patient signs in with a verified email, open the patient portal to see what they can access. The portal is separate from the staff dashboard. Guardians may also see Family cards on the portal home and switch between profiles. When they are acting for a dependent, some areas are not available. 1Visits2Records3Forms4Billing Use Visits (1), Records (2), Forms (3), and Billing (4) to move through the main patient portal areas. Patients may see these areas, depending on which optional areas are enabled and what your care team has shared: - Visits for upcoming and past visits, visit details, online visit links, visit-specific shared photos, videos and documents in Photos & documents, and rescheduling or cancelling eligible upcoming visits from the visit details. When a visit is part of a series, the visit details page tells them that rescheduling or cancelling changes this visit only. - Forms & Interviews for forms, consents and interviews assigned by the care team. - Billing for invoices, including online payment when an invoice is payable. - Health records for diagnoses, observations, allergies, medications, recommendations, shared notes, shared photos, videos and documents, shared lab orders, requisition PDFs and lab reports when available. - Care plan when care plans are enabled and the patient has an active plan. - Food journal when the food journal is enabled. - Chats for secure conversations with the care team. - Settings for patient profile, notifications, security, insurance, payment method and memberships when those areas are enabled. The portal home highlights the patient's next visit, items that need attention, quick links to common sections, and Family cards for guardians who can switch profiles. #### What can't I do here? Patient setup links, the Welcome page and the patient portal have these limits: - A patient cannot use an expired invitation. They need a new invitation link. - A link without the required invitation information cannot be accepted. - Clinic team members cannot use the patient portal with their staff account. If a signed-in clinic member opens the portal, they are sent back to their dashboard. - Patients must be signed in and have a verified email before they can use the portal. - Guardians acting for a dependent cannot use every area of the portal. - The Welcome page is not public when it is turned off. Visitors are sent to sign in. - Care plan is available only when care plans are enabled, and the patient sees it only when they have an active plan. - Food journal appears only when the food journal is enabled. Lab orders, lab reports, and shared photos, videos and documents appear when relevant records or files have been shared or are available. - The setup flow can ask for card-on-file steps for one or more billing profiles before the patient can enter the portal. - Settings can include patient profile, notifications, security, insurance, payment method and memberships when those areas are enabled. #### Common questions #### Should I use a setup link or the Welcome page? Use a setup link when you are inviting one known patient to the portal. Use the Welcome page for public self-service, such as online booking, when your organization has it enabled. #### What should I tell a patient who sees an expired invitation? The expired link cannot be used. Give the patient a new invitation link. #### What if the patient says the link is incomplete? Ask the patient to use the exact setup link or QR code you provided. An incomplete invitation link is missing required information. #### Can patients see internal notes? No internal chat notes are shown in the patient portal chat. Patients see their secure conversation with the care team. Clinical notes appear only when the care team has shared them. #### Can a clinic team member test the patient portal with their staff sign-in? No. Clinic team members are redirected to their dashboard instead of the patient portal. #### Can patients reschedule or cancel a visit in the portal? Yes. Patients can reschedule or cancel eligible upcoming visits from the visit details. When the visit is part of a series, the visit details page tells them that rescheduling or cancelling changes this visit only. When they reschedule, Ona shows a warning if a reschedule fee applies before they confirm the new time. If they cancel, the dialog may also point them to rescheduling instead when a reschedule fee applies. Related guides What patients see in the portalUnderstand the patient-facing portal and public Welcome page so your team can answer questions about visits, forms, records, shared files, care plans, messaging and payments.13 min readAdding a patientCreate a patient from the Patients list, decide whether to send a portal invitation, and complete the patient record from Details & Settings.6 min readSending forms and consents to patientsSend forms and consents to patients, schedule form sends, fill a form in the clinic, resend links, cancel scheduled forms, and share one-time completion links when a patient cannot be notified.9 min readYour website and online booking pageSet your practice logo, publish your welcome page, turn on online booking, and copy the public links from Settings.9 min readTexting and emailing patientsSend SMS, email and portal messages from Chats or a patient's chart. Schedule messages, manage scheduled items, unsend eligible messages, and keep internal notes separate from patient communication.10 min read ### Patient statuses and tags - Help Center URL: https://ona.health/help/patient-statuses-and-tags Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Patient statuses and tags Use this reference to understand patient status badges, patient tags, visit tags, and the filters that use them. Patients6 min readUpdated September 28, 2026 What you can do here - Read patient status badges in the patient list - Understand why Archived, Inactive and Invited can override the regular patient status - Tell patient tags and visit tags apart - Know what Manage tags and the tag picker do - Understand patient filters for status, invitation, balance, tags and archived records You’ll need: a team member account. Patient statuses are lifecycle and invitation states. Tags are practice-defined labels with a name and color. Patient tags and visit tags are separate tag lists, so a label created for patients is not the same as a label created for visits. #### Patient status badge states In the left sidebar, click Patients to see patient status badges in the patient list. Patient status badges show the most important visible state for the patient record. When more than one state applies, the badge uses this order: Archived, Inactive, Invited, then Active. Badge What it means Actions shown from the badge Archived The patient is archived. This overrides the patient's regular status and invitation state. If available, the badge menu shows Unarchive patient. Status and invitation actions are hidden while the patient is archived. Inactive The patient status is inactive. This takes priority over a pending invitation. If the badge is interactive, the Status menu can offer other patient status choices. Invited A patient invitation has been sent, and the patient is not archived or inactive. The Invitation menu can show Copy invitation link for a valid link and Resend invitation when resending is available. Active The patient status is active, and the patient is not archived, inactive or showing as invited. An expired invitation still shows Invited, but Copy invitation link is not available. Use Resend invitation when that action is available. #### Patient filters In the left sidebar, click Patients to use patient filters. Patient filters narrow the patient list without changing patient records. 1Search2Status3Invitation4Balance5Tags6Show archived Filter What it does Search Searches the patient list. Status Filters by patient lifecycle status. Invitation Filters by invitation state. Balance Filters by the selected balance option. Tags Filters to patients with the selected patient tags. Selected tag chips show a check mark. Show archived Includes archived patients in the patient list. Archived patients appear with the Archived badge. Reset Clears active filters, including search text, selected tags and Show archived. When tag management is available in the patient filters panel, Manage appears next to Tags. #### Patient tags and visit tags For patient tags, in the left sidebar, click Patients, then click the patient's name. For visit tags, in the left sidebar, click Visits, then click the visit. Patient tags and visit tags belong to different tag lists. Tag type Where it applies What is managed Patient tags Patient records and patient filters. The patient tag list for your organization. Visit tags Visit records. The visit tag list for your organization. Each tag has a name and a color. The color helps the tag stand out in lists, pickers and filters. #### Tag picker controls Open a patient record from the left sidebar by clicking Patients, then the patient's name, or open a visit from the left sidebar by clicking Visits, then the visit. The tag picker adds and removes patient or visit tags on a record. Control or state Add Opens the tag picker when no tags are selected. Selected tag badges Show the tags already applied to the record. If there are more selected tags than the picker can show, the rest appear as a numbered count. Tag row with a check mark The tag is selected for the record. Selecting it again removes it. Create new tag Starts a new tag from inside the picker when tag creation is available. Create Saves the new tag from the picker. If the new tag is created successfully, it is selected for the record. Saving… The tag selection is being saved. Tag rows are disabled while saving. The tag picker can search available tags. If creation is available and the search text does not exactly match an existing tag, the picker can offer to create a tag from that text. #### Manage tags controls In the left sidebar, click Patients to manage patient tags from the patient filters, or open a record from Patients or Visits to manage the tag list you are working in. Manage tags opens the tag administration panel for the tag list you are working in, such as patient tags or visit tags. Manage Opens the Manage tags popover. Existing tag list Shows tags sorted by name. Inline edit Lets you rename or recolor a tag, then save or cancel the edit. Creates a new tag from the Manage tags panel. The button appears after a tag name is entered. Delete tag? Confirms deletion before a tag is removed. Cancel Closes the delete confirmation without deleting the tag. Delete Deletes the tag. The confirmation states that the tag will be removed from the records in that tag list and that this cannot be undone. Deleting a tag removes the tag itself from that tag list. It is not the same as removing a tag from one patient or one visit. #### Limits and disabled states In the left sidebar, click Patients for patient status and filter controls, or open a record from Patients or Visits for record tag controls. These rules affect status and tag controls. Rule What you see Archived patient status The status badge shows Archived and hides regular status and invitation actions. Expired patient invitation Copy invitation link is not available. Blank tag name Create and save actions for a tag are disabled until the tag has a name. Tag color Tags must have a color; the tag color picker does not include a no-color option. Saving tag selection Tag rows are disabled while Saving… is shown. Current patient status In an interactive Status menu, the current status is disabled and marked with a check. Related guides Adding a patientCreate a patient from the Patients list, decide whether to send a portal invitation, and complete the patient record from Details & Settings.6 min readFinding your way around the patient chartLearn how the Patients page and patient chart fit together, including the chart sidebar, Summary, timeline, Details & Settings, guardians and the authorized person area. Understand why some chart sections depend on role or enabled features, and how owners, admins and staff can bulk archive or restore patients and visits from lists.11 min readVisit statusesUnderstand the visit status labels that appear in Visits and visit records, including the statuses that close a visit for schedule changes.4 min readArchiving, restoring and exporting patient dataArchive a patient record when it should no longer be active, restore an archived patient when you have the right role, and export patient data from the patient chart.6 min readInviting patients with setup links and QR codesShare patient-specific setup access and understand what patients see when they accept an invitation, open an expired link, or use the Welcome page.9 min read ### Patient insurance and card scanning - Help Center URL: https://ona.health/help/patient-insurance Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Patient insurance and card scanning Add, edit, scan and remove insurance from a patient record. Owners and admins can also require insurance during patient intake from Insurance settings. Patients8 min readUpdated October 15, 2026 What you can do here - Add a patient's insurance so the practice can run eligibility checks and submit claims - Scan the front and optional back of an insurance card to fill the form faster - Review the Insurance card panel while editing an insurance entry - Edit or remove primary, secondary and additional insurance entries - Require insurance during patient intake, if you are an owner or admin - Require insurance card photos during patient intake, if you are an owner or admin You’ll need: access to the patient's record. Owners and admins are needed for organization-wide insurance settings. Patient insurance is managed from the patient's record. Organization-wide insurance settings are managed in Settings → Insurance by owners and admins. #### How do I add insurance to a patient? Use the insurance section in the patient's record to add coverage before you run eligibility checks or build claims. If the patient has no insurance yet, the section shows No insurance on file. 1Insurance payer2Member ID3Policy holder first name Use Insurance payer (1) to choose the payer, Member ID (2) for the subscriber number, and Policy holder first name (3) if the policy holder is not the patient. - In the left sidebar, click Patients, then click the patient's name. In the insurance section, select Add insurance. - Choose the payer and enter the member ID. - Fill in the subscriber, plan and address details you have. The policy holder's first name is optional. - Select Add insurance. The insurance is saved to the patient record. The first insurance in the list is labeled Primary, the second is Secondary, and any others are numbered. If Ona shows Insurance profile incomplete, the banner lists the missing fields in the form. If you try to save with no insurance details entered, Ona shows Nothing to save and asks you to add at least a payer and member ID. If an address state is required, Ona shows State required before saving. If the subscriber date of birth is incomplete or invalid, Ona shows an inline date of birth error and keeps the half-typed value visible so you can finish it. #### How do I scan an insurance card? Use the Insurance card panel while adding or editing patient insurance. Scanning fills what Ona can read, and the form stays editable. 1Add insurance2Pencil Use Add insurance (1) to start a new entry, or the pencil button (2) on an existing insurance row to edit and scan it. - In the left sidebar, click Patients, then click the patient's name. In the insurance section, select Add insurance, or select the pencil button on an existing insurance row. - In the Insurance card panel, add a Front photo. You can drag and drop a file onto the tile or choose a file. - Add Back if you have it. - Select Scan and fill. - Review the filled fields against the card. - Select Add insurance or Save changes. Card images can be JPEG, PNG, WebP, HEIC or HEIF. Each image must be under 10 MB. Scanning does not overwrite details you already typed. If the card only confirms values already on the form, Ona keeps the existing values and tells you there is nothing new to fill. If the form shows Insurance profile incomplete, the banner lists the missing fields. If the subscriber date of birth is incomplete or invalid, the form keeps the half-typed value visible instead of clearing it. #### How do I edit insurance or view the card on file? In the patient's record, edit an insurance entry from the insurance list when a payer, member ID, subscriber or address detail changes. - In the left sidebar, click Patients, then click the patient's name. - Select the pencil button on the insurance row. - If card photos are saved, review them in the Insurance card panel. - Select a stored photo thumbnail to enlarge it. - Use the replace control to pick a new photo, or the remove control to clear a new photo. - Update the insurance details. - Select Save changes. The row updates with the payer name and member ID. Insurance entries can also show Complete or Incomplete. When the profile is incomplete, the banner lists the missing fields in the form. If the subscriber date of birth is incomplete or invalid, Ona shows an inline date of birth error and keeps the half-typed value visible instead of clearing it. #### How do I remove insurance from a patient? In the patient's record, remove insurance when that coverage should no longer be on file. - Select the trash button on the insurance row. - Read the confirmation message. - Select Remove. The insurance is removed from the patient's record. If you remove Primary coverage, the next insurance in the list is promoted to primary. #### How do I require insurance during patient intake? Owners and admins can use Settings → Insurance to require patients to add insurance during patient self-registration and one-time profile links, and to require insurance card photos. The Patient intake section appears when insurance features are enabled. 1Settings2Insurance Use Settings (1) at the bottom of the left sidebar, then Insurance (2) in the settings menu, to open the page. 1Insurance2Require insurance Use the Insurance section (1) to find Patient intake, then turn on Require insurance (2) to make insurance part of intake. - In the left sidebar, click Settings at the bottom. In the settings menu, under Insurance, click Insurance. - In Patient intake, turn on Require insurance. - To also ask for the card photos, turn on Require insurance card photos. - Select Save. When Require insurance is on, patients must add at least one plan before they can finish intake. When Require insurance card photos is also on, patients must add front and back card photos before they can finish intake. #### What can't I do here? In Settings → Insurance, patient insurance and insurance settings have a few limits: - You cannot save a blank insurance entry. Add insurance details before saving. - You cannot save an insurance entry with a missing required field or an incomplete or invalid subscriber date of birth. - You cannot scan a card without a Front image. Back (optional) is not required. - You cannot upload card images larger than 10 MB. - When Require insurance card photos is on, patients cannot finish intake without front and back card photos. - Scanning does not replace values already filled in on the form. - Changes on Settings → Insurance are not saved until you select Save. - Staff and clinicians do not manage the organization-wide insurance controls shown to owners and admins. - If insurance features are not enabled, insurance-only settings such as fee schedules are not available from Insurance settings. #### Common questions #### Why does insurance show as Incomplete? Incomplete means the saved insurance is missing fields shown in Ona's completeness banner. In the left sidebar, click Patients, then click the patient's name. Open the row and review the insurance details. If the profile is incomplete, the banner lists the missing fields in the form. An incomplete or invalid subscriber date of birth can also block saving. #### Can I enter the details manually instead of scanning? Yes. Scanning is optional. You can enter the payer, member ID, subscriber, plan and address details manually and save the insurance. Subscriber date of birth is validated before saving, and half-typed DOB input stays visible until you finish it. #### Does scanning save the card photo? When you save the insurance after scanning, the card photos are saved with that insurance entry. They appear in the Insurance card panel the next time you edit the entry. #### What happens if the scan cannot read the card? Ona tells you it could not read the card. Enter the details manually, or try again with a sharper photo. #### Can a patient have more than one insurance? Yes. In the left sidebar, click Patients, then click the patient's name. Add another insurance from the patient's insurance section. The first entry is Primary, the second is Secondary, and additional entries are numbered. Related guides Setting up insuranceTurn on insurance features, choose whether patients must add insurance during intake and card photos, and enter the billing provider and rendering NPI details used on claims.7 min readReading eligibility resultsOpen a visit's eligibility details, read the coverage verdict, review insurance and authorization information, and understand benefit rows and failed checks.10 min readWorking the claims queueUse the claims queue to find, filter, submit, review and follow up on insurance claims. Learn how payer statuses, workflow buckets, claim details, alerts, history and versions fit together.11 min readBilling secondary insuranceCreate a secondary insurance claim from an adjudicated primary claim and handle missing or already filed secondary coverage from the claims queue.4 min readPayer enrollmentSend payer enrollment requests from Insurance settings, choose whether the payer credentials the practice or one clinician, and complete clearinghouse tasks when action is required.7 min read ### Finding and merging duplicate patients - Help Center URL: https://ona.health/help/merging-duplicate-patients Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Finding and merging duplicate patients Review possible duplicate patient records from Patients, choose the record to keep, merge duplicate groups, or mark matches as not duplicates. Patients6 min readUpdated October 4, 2026 What you can do here - See when Ona finds possible duplicate patient records - Review matching details before you merge - Choose which record to keep for each duplicate group - Merge one group or several groups at once - Mark a group as Not duplicates when the records are separate people You’ll need: the Owner, Admin or Staff role. Duplicate patient review starts from Patients in the left sidebar. Click Patients to open the patient list. When Ona finds records that may be the same person, the patient list shows a warning card that opens Potential duplicate patients. The Patients page shows the patient list area where duplicate patient review appears when possible duplicates are found. #### How do I find duplicate patients? In the left sidebar, click Patients to see whether there are possible duplicates to review. The duplicate warning appears only when the scan finds at least one group. - In the left sidebar, click Patients. - Look for the possible duplicate patients warning card. - Select the warning card to open Potential duplicate patients. - Use All, Likely or Same name to narrow the review list. - Select Rescan if you want to run the check again. The dialog shows how many patients were checked and when the duplicate list was generated. If no records look like the same person, it shows No duplicates to review. If the dialog says only the first patients were checked, resolve the listed groups and select Rescan to check the rest. #### How do I review a duplicate patient group? In the left sidebar, click Patients, then select the duplicate warning card to open Potential duplicate patients. Compare each suggested group before you merge anything. Each group shows matching reasons, whether it is a Likely duplicate or Possible duplicate, and the records in that group. Review these details before deciding: - Patient shows the name, when the record was added, invitation status when present, and whether the record is inactive. - Email, Phone and Date of birth help you confirm whether the records belong to the same person. - Activity shows visit and note counts, which helps you decide which record should remain. - Different values are highlighted against the record selected as Keep. - The open icon opens that patient record in a new window so you can inspect the chart without closing the review dialog. The selected Keep record is the record that remains after the merge. #### How do I merge duplicate patient records? In the left sidebar, click Patients, then select the duplicate warning card to open Potential duplicate patients. Merge after you have confirmed the records are the same person. The merge moves chart and billing history to the record you keep and archives the others. - Confirm the records are the same person. - In the duplicate group, choose the radio button next to the record you want to keep. - Review the Email, Phone, Date of birth and Activity columns. - Select Merge into {patient name} for the kept record. - Read the confirmation message. - Select Merge records. Visits, notes, invoices, claims, messages, forms and files move to the kept record. Blank details on the kept record are filled in from the other records. The other records are archived, and the merge cannot be undone from this dialog. #### How do I merge several duplicate groups at once? In the left sidebar, click Patients, then select the duplicate warning card to open Potential duplicate patients. Use bulk merge when you have reviewed several groups and are ready to merge them in one action. - Review the groups you want to merge. - For each group, choose the record to keep. - Select the checkbox for each group you want to merge. - Use Likely only if you want to select only likely duplicate groups in the current view. - Select Merge 2 groups; the number changes to match your selection. - Select Merge 2 groups. Each selected group is merged into its chosen kept record. If any group cannot be merged, it remains listed with an error message. #### How do I mark records as not duplicates? In the left sidebar, click Patients, then select the duplicate warning card to open Potential duplicate patients. Use Not duplicates when a suggested group contains separate people. - Review the records in the group. - Select Not duplicates on that group. For multiple groups, select their checkboxes and choose Not duplicates from the bulk action bar. The selected groups are dismissed from duplicate review. #### What can't I do here? In the left sidebar, click Patients. Duplicate patient review has these limits: - Doctors do not see duplicate detection in the patient list. - A merge cannot be undone from the duplicate review dialog. - Records that are not selected as Keep are archived during merge. - If a group fails to merge, it stays in the review list with an error. - Rescan, Not duplicates and merge actions are unavailable while another duplicate action is running. #### Common questions #### What does Likely mean? In Patients, Likely shows higher-confidence duplicate groups. The warning card also separates likely groups from same-name groups when both exist. #### What does Same name mean? In Patients, Same name shows possible duplicates grouped by name. Review Email, Phone, Date of birth and Activity before merging. #### Which record should I keep? Keep the record with the details and activity you trust most. The kept record remains after the merge, and the other records are archived. #### What moves during a merge? Visits, notes, invoices, claims, messages, forms and files move to the kept record. Blank details are filled in from the other records. #### Can I open a record before merging? Yes. In Patients, use the open icon at the end of a patient row to open that patient record in a new window while keeping the duplicate review open. Related guides Adding a patientCreate a patient from the Patients list, decide whether to send a portal invitation, and complete the patient record from Details & Settings.6 min readFinding your way around the patient chartLearn how the Patients page and patient chart fit together, including the chart sidebar, Summary, timeline, Details & Settings, guardians and the authorized person area. Understand why some chart sections depend on role or enabled features, and how owners, admins and staff can bulk archive or restore patients and visits from lists.11 min readPatient statuses and tagsUse this reference to understand patient status badges, patient tags, visit tags, and the filters that use them.6 min readArchiving, restoring and exporting patient dataArchive a patient record when it should no longer be active, restore an archived patient when you have the right role, and export patient data from the patient chart.6 min readRoles, licenses, and permissionsUnderstand how team member roles, invitation status, and your organization’s subscription status affect what a person can do in Ona.9 min read ### Archiving, restoring and exporting patient data - Help Center URL: https://ona.health/help/archiving-and-exporting-patients Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Archiving, restoring and exporting patient data Archive a patient record when it should no longer be active, restore an archived patient when you have the right role, and export patient data from the patient chart. Patients6 min readUpdated October 13, 2026 What you can do here - Archive a patient record when it should no longer be active - Restore an archived patient if you are an owner, admin or staff member - Export a patient’s data from the patient chart - Find archive and restore in the patient’s details and settings, or select patients from the Patients list to archive or restore in bulk if you are an owner, admin or staff member You’ll need: access to the patient chart. Restoring an archived patient requires the owner, admin or staff role. Archive and restore actions are available in the patient’s Details & Settings page. Owners, admins and staff can also select patients from the Patients list and archive or restore them in bulk. In the left sidebar, click Patients, then click the patient’s name. In the patient chart sidebar, open Details & Settings (1). The patient status menu in the sidebar also includes Archive patient for eligible clinic members. Export is available from the patient chart sidebar footer (2). Use these actions when a patient record should no longer be active, when an archived record needs to return to use, or when your practice needs a patient data export. 1Details & Settings2Export patient data #### How do I archive a patient? Archive a patient from the patient’s Details & Settings page or the patient status menu in the sidebar when the record should no longer be active. In the left sidebar, click Patients, then click the patient’s name. In the patient chart sidebar, open Details & Settings. - In the left sidebar, click Patients, then click the patient’s name. - Open Details & Settings in the patient chart sidebar. - Choose the archive action. - Complete the confirmation shown on screen. The patient record is archived. If the record needs to return to use later, an owner, admin or staff member can restore it. Owners, admins and staff can also archive multiple patients from the Patients list. In the left sidebar, click Patients. - Select the patients you want to archive. - To include every patient that matches the current list filters, use Select all patients. The selected patients leave the patient list. Archived patients are read-only in the chart and visits. #### How do I restore an archived patient? Restore an archived patient from the patient’s Details & Settings page when the record should become active again. In the left sidebar, click Patients, then click the archived patient’s name. In the patient chart sidebar, open Details & Settings. This action is available to owners, admins and staff. - In the left sidebar, click Patients, then click the archived patient’s name. - Choose the restore action. The patient record is restored and the patient's chart and visits can be edited again. Owners, admins and staff can also restore multiple archived patients from the Patients list. In the left sidebar, click Patients. - Select the archived patients you want to restore. - To include every archived patient that matches the current list filters, use Select all patients. The selected patients return to the patient list. Their charts and visits can be edited again. #### How do I export a patient’s data? Export patient data from the patient chart sidebar footer when your practice needs a copy of that patient’s record. In the left sidebar, click Patients, then click the patient’s name. 1Export patient data2Download as PDF3Discharge letter… Use Export patient data (1) in the patient chart sidebar footer to open the menu, then choose Download as PDF (2) or Discharge letter… (3). - In the patient chart sidebar footer, select Export. - Choose Download as PDF or Discharge letter…. Ona creates an export for that patient record. #### What can’t I do here? In the left sidebar, click Patients, then click the patient’s name and open Details & Settings in the patient chart sidebar, or select patients from the Patients list for bulk actions. Patient actions depend on your role and patient access. - Clinicians see a dashboard scoped to their own patients and visits. - Owners, admins and staff have access to the operational patient workspace and can archive patients from the patient status menu in the sidebar or bulk archive and restore patients from the Patients list. - Clinicians cannot restore an archived patient. Restoration is available to owners, admins and staff. - The export menu includes Download as PDF and Discharge letter…. For a broader role breakdown, see Roles, licenses, and permissions. #### Common questions #### Where do I find patient settings? In the left sidebar, click Patients, then click the patient’s name. In the patient chart sidebar, open Details & Settings. #### Can a clinician restore an archived patient? No. Restoring an archived patient is available to owners, admins and staff. #### What happens when I archive a patient? The patient record is archived and leaves the patient list. Archived patients are read-only in the chart and visits. An owner, admin or staff member can restore the patient later if the record needs to become active again. You can start the archive from Details & Settings or from the patient status menu in the sidebar when that action is available to you. #### What happens when I restore patients in bulk? #### Is archiving the same as deleting? No deletion action is shown here. Use archiving when a patient record should no longer be active, and restore it if it needs to return to use. Related guides Adding a patientCreate a patient from the Patients list, decide whether to send a portal invitation, and complete the patient record from Details & Settings.6 min readFinding your way around the patient chartLearn how the Patients page and patient chart fit together, including the chart sidebar, Summary, timeline, Details & Settings, guardians and the authorized person area. Understand why some chart sections depend on role or enabled features, and how owners, admins and staff can bulk archive or restore patients and visits from lists.11 min readPatient statuses and tagsUse this reference to understand patient status badges, patient tags, visit tags, and the filters that use them.6 min readFinding and merging duplicate patientsReview possible duplicate patient records from Patients, choose the record to keep, merge duplicate groups, or mark matches as not duplicates.6 min read ### What patients see in the portal - Help Center URL: https://ona.health/help/patient-experience Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### What patients see in the portal Understand the patient-facing portal and public Welcome page so your team can answer questions about visits, forms, records, shared files, care plans, messaging and payments. Patients13 min readUpdated October 20, 2026 What this explains - What patients can see after they join your clinic portal - Which tasks patients can complete themselves, and which features control them - What to tell patients when something is missing or an invitation link does not work This article is written for your team, not for patients. Use it to answer patient questions about the portal and the public Welcome page. Ona has two patient-facing surfaces. The public Welcome page introduces your clinic before sign-in. The secure patient portal is where an invited patient signs in, completes tasks, views shared information and manages their own settings. #### What is the patient portal? The patient portal is the signed-in area patients use to work with your clinic outside the staff dashboard. Patients must sign in with a verified email address. If a clinic team member opens the patient portal, Ona redirects them back to their staff dashboard. 1Needs your attention2Care plan3Health records4Forms5Billing Use Needs your attention (1) for items the patient should review next. The Care plan (2), Health records (3), Forms (4) and Billing (5) quick links open those areas from the portal home. The portal home is task-oriented. It shows the patient's next or live visit, anything that needs attention, assigned forms when present, and quick links to the main areas: Health records, Forms, and Billing, and, when available, Care plan and Food journal. When a patient has an active membership, the next visit sits beside a Membership widget instead of filling the whole top row. Guardians also see a Family section on home. Health records includes shared files. Eligible upcoming visit cards tell patients to open the visit details to reschedule or cancel, and recurring visit cards show a Recurring label. On the visit details page, a recurring-visit note tells patients that rescheduling or cancelling changes this visit only. If a reschedule fee applies the reschedule dialog warns them before they confirm while the cancel dialog changes its move-the-visit text to mention the fee. Patients only see portal areas that apply to your clinic and to that patient. Care plan is available only when care plans are enabled and the patient has a plan. Food journal is available only when food journaling is enabled. Lab orders and lab reports appear in health records when the order or report is shared or available to the patient. Shared photos, videos and documents appear in Health records when your team has shared them with the patient. #### How do patients get access? For setup self-service, in the left sidebar, click Patients, then click the patient's name. In the patient chart sidebar, click Details & Settings. This lets the patient complete their own setup from their device. Use Share a setup link when you want the patient to enter or confirm their own details. The Share a setup link button (1) opens the share popover (2), where you can choose Copy setup link (3) or QR Code (4). 1Share a setup link2The share popover3Copy setup link4QR Code The setup flow can collect profile, contact, address, emergency contact, authorized person, insurance card photos, insurance, payment method and pharmacy information, depending on your clinic setup. If your clinic requires a payment method, patients have to add one before they can submit setup. If your clinic uses more than one billing profile, setup can ask for a card for each required profile before the patient can finish, and the payment step can be tied to a specific billing profile. For step-by-step instructions, see Inviting patients with setup links and QR codes. #### When should I use patient self-service? Use patient self-service when the patient can supply or confirm the information better than your team can. It is most useful before the first visit, before a telehealth appointment, and when a payment, form or consent is waiting. A patient can self-serve these tasks when the related features and records are available: - Book a visit from online booking, if booking is enabled. - See upcoming and past visits in Visits. - Reschedule or cancel an eligible future visit from the visit detail page when the visit is scheduled or confirmed. If a reschedule fee applies, the reschedule dialog warns the patient before they confirm, and the cancel dialog changes its move-the-visit text to mention the fee. Recurring visits are labeled on the card, and the visit details page adds a recurring-visit note that rescheduling or cancelling changes only that visit. - Join online visits from Join or Join video call when a patient meeting link is available. - Complete forms, sign consents and answer interviews in Forms & Interviews. - Read clinical notes that your team has shared. - View health records, including shared files, diagnoses, observations, allergies, medications and recommendations. - Open shared photos, videos and documents, and download files when available. - View shared lab orders, open or download requisitions, and view lab reports and accepted lab values. - Review a care plan, mark steps complete, open shared documents and download a PDF when care plans are enabled. - View invoices in Billing and pay online when an invoice is payable. - Message the care team in the secure chat. While acting as a dependent, Chats is hidden. - Manage portal settings, including profile, notifications, security, authorized person, insurance, payment method, card auto-charge consent and memberships options. Insurance card photos can appear in setup and insurance when the clinic requires them. Payment method settings can be tied to a specific billing profile. Food journal is not available while acting. Account stays tied to the guardian's own login while acting for a dependent. #### How does the patient portal work? The patient portal organizes tasks by area, so patients do not need to know where the information came from in the staff dashboard. 1Visits2Records3Forms4Billing Use Visits (1) to see upcoming and past visits, Records (2) to see shared clinical information and files, Forms (3) for forms, consents and interviews, and Billing (4) for invoices. Visits (1) shows Upcoming and Past visits. Live visits appear with Live now. Online visits show Join or Join video call when Ona has a patient meeting link. In-person visits show the location when one is set. The portal home tells patients to open the visit details to reschedule or cancel when a visit can be changed online, and the home can sit beside a membership widget when the patient has an active membership. On an eligible future scheduled or confirmed visit, the visit detail page shows Reschedule and Cancel visit. Reschedule opens Pick a new time, where the patient selects an available slot and chooses Confirm new time. If a reschedule fee applies, the dialog shows a warning that the clinic charges the fee for moving the visit within the notice window. Cancel visit opens Cancel this visit?, where the patient can choose Keep visit, Reschedule instead or Yes, cancel visit. If a reschedule fee applies, the text under the buttons changes to say they can move the visit to another time instead for the fee. If a late cancellation fee applies, the dialog shows a warning that the clinic charges the fee for cancelling within the notice window. The visit detail page can also show visit-specific interviews, shared visit notes, shared photos and documents, and records from that visit. When visit-specific files are available, All files opens the full Health records file section. Forms & Interviews groups forms, consents and interviews into To do and Completed. Patients can filter by Forms, Consents or Interviews. Completed interviews open read-only. Records (2) shows shared clinical information and shared files. Shared notes appear as expandable rows and can be downloaded as PDFs. Photos & documents shows photos, videos and documents your team has shared with the patient. Files may appear in shared folders, with files outside a folder under Other files. If there are no shared files, the section says Nothing shared yet. Patients can open a shared file to view it. Images, videos and PDFs can preview in the portal when the file is available. Download saves the file when it can be opened. If a file cannot load, the viewer may say This file isn't available right now. If the file type cannot be previewed, the viewer says This file can't be shown here. Download it to open it on your device. If opening fails, the patient sees Couldn't open that file. Lab orders appears above lab reports and shows orders your team has shared with the patient. Each lab order row shows the title, lab, date, ordering clinician when available, and a status label when the order has one. Patients can open a requisition PDF in a new tab or use Download requisition to save it. If there are no shared orders, the section says No lab orders yet. Lab reports show the original document and, when available, reviewed results. Lab values that have not been accepted by the care team are not shown to the patient. Care plan shows the patient's current plan when one exists. Patients can see goals, recommendations, health concerns and shared documents. They can mark their own steps complete and download the care plan as a PDF. Billing (4) separates payable invoices into To pay and other invoices into History. Patients can open an invoice, view details and pay online when the invoice status and balance allow online payment. Messages gives the patient a secure conversation with the care team. If the patient belongs to a group chat, the portal shows those group conversations too. Internal notes are not sent to the patient portal. #### What does the public Welcome page show? At /welcome, the public Welcome page is an optional patient-facing page for your clinic. When it is enabled, visitors can reach your clinic's public experience before signing in. When it is disabled, visitors are sent to sign in instead. 1Book an Appointment2Patient Portal3Call +1 (938) 839-0799 Use Book an Appointment (1) to go to booking when online booking is enabled, Patient Portal (2) to sign in, and Call +1 (938) 839-0799 (3) to use the clinic phone number shown on the page. The Welcome page can work with other public-facing features. Book an Appointment (1) can send visitors to book when online booking is enabled. Patient Portal (2) takes visitors to sign in. Call +1 (938) 839-0799 (3) is the clinic phone number shown on the page. If the website chat widget is enabled, the widget loads on the Welcome page. If your AI Receptionist has a phone number configured, that phone number is available to the Welcome page. For setup details, see Your website and online booking page, Setting up the AI Receptionist, and Chatting with website visitors. #### What are the limits? Open the patient portal after the patient signs in. Patients do not see the staff dashboard, clinic settings or internal notes. Clinic team members do not use the patient portal; Ona redirects them to their staff dashboard. Some portal items are feature-gated or patient-specific: - Care plan is not available when care plans are off or the patient has no active plan. - Food journal is not available when food journaling is off, and it is unavailable while acting for a dependent. - Photos, videos and documents appear only when your team has shared them with the patient. Some file types cannot be previewed in the portal and need to be downloaded. - Lab orders appear only when your team has shared them with the patient. A shared order's requisition may show Requisition not available yet if the lab has not issued the file yet. Lab values are shown only after they are accepted for the patient-facing report. - Book a visit appears only when online booking is enabled. - Insurance, payment method, memberships, authorized person and account settings appear only when they apply to your clinic. - Account settings include deleting the account. Patients see only notes your team has shared with them. They can open shared notes in the portal and download them as PDFs. #### Common questions #### Can patients join telehealth visits from the portal? Yes. Online visits show Join or Join video call when a patient meeting link is available. In-person visits show the visit location instead. #### Can patients book their own visits? Yes, when online booking is enabled. The portal can show Book a visit when the clinic booking page is available. #### Can patients reschedule or cancel their own visits? Yes, when the visit is in the future and has a scheduled or confirmed status. The patient opens the visit detail page, then chooses Reschedule or Cancel visit. Cancelling asks them to confirm with Keep visit, Reschedule instead or Yes, cancel visit, and if a reschedule fee applies the text changes to mention moving the visit to another time instead. Recurring visits are labeled Recurring, and the visit details page adds a note that rescheduling or cancelling changes only that visit. #### Can patients see lab orders? Yes, when your team has shared the order with the patient. Shared orders appear in Health records under Lab orders, where the patient can open or download the requisition if one is available. #### Can patients pay invoices themselves? Yes, when the invoice can be paid online and has a balance due. Those invoices appear under To pay in Billing. Paid or otherwise non-payable invoices appear in History. #### Do patients see clinical notes or files automatically? No. Patients see notes that your team shares with them. Shared notes can be opened in the portal and downloaded as PDFs. Photos, videos and documents appear only when your team shares them with the patient. #### Do patients see internal messages or staff notes? No. Internal notes are not sent to the patient portal. Patients see the secure conversation intended for them, and group conversations only when they are part of the group. #### What can patients change in setup and portal settings? They can confirm their profile, contact, address, emergency contact, authorized person, insurance card photos, insurance, payment method and pharmacy details when those options are part of your setup. If the clinic requires a payment method, they have to add one before they can finish setup, and if there are required billing profiles, they may need a card for each one. They can also manage portal settings for profile, notifications, security, authorized person, insurance, payment method, card auto-charge consent and memberships, and they can delete their account from Account. While acting for a dependent, profile, notifications, insurance, payment method and memberships can reflect the dependent when the guardian has billing scope, but security stays tied to the guardian's own login. Chats is hidden while acting for a dependent, and Food journal is not available while acting. Related guides Inviting patients with setup links and QR codesShare patient-specific setup access and understand what patients see when they accept an invitation, open an expired link, or use the Welcome page.9 min readSending forms and consents to patientsSend forms and consents to patients, schedule form sends, fill a form in the clinic, resend links, cancel scheduled forms, and share one-time completion links when a patient cannot be notified.9 min readYour website and online booking pageSet your practice logo, publish your welcome page, turn on online booking, and copy the public links from Settings.9 min readThe omnichannel inboxUnderstand how Ona brings patient, lead, external contact, and team conversations into one inbox across secure messages, SMS, email, groups, and internal notes.10 min readInvoicing patients and collecting paymentsReview patient invoices in list or board view, create and edit draft invoices, issue them to patients, and collect or record payments. Use the organization-wide Invoices page, a patient's billing page, or a visit's invoice card depending on your role and workflow.16 min read ### Guardian and dependent profiles in the patient portal - Help Center URL: https://ona.health/help/guardian-and-dependent-profiles Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Guardian and dependent profiles in the patient portal Accept a guardian invitation, switch between your own patient portal profile and a dependent's profile, and manage the dependent's profile, memberships, payment method and insurance when access allows. Patients4 min readUpdated October 15, 2026 What you can do here - Accept a guardian invitation for a dependent and finish the dependent setup flow - Switch between your own patient portal profile and a dependent's profile when guardian access is available - See which dependent profile you are viewing from the banner at the top of the portal - Return to your own profile from the banner - Manage the dependent's profile, memberships, payment method and insurance when billing access is available - See which portal areas are blocked while you are acting as a dependent You’ll need: a patient portal account and access to the dependent profile you want to view or manage. The patient portal lets guardians view and manage a dependent's profile instead of their own. When you switch profiles, the portal updates to show that dependent's content, and a banner stays visible until you switch back. If the clinic invited you as a guardian, the invitation link can take you through setup for the dependent before you reach the portal. #### How do I switch to a dependent's profile? In the patient portal header, click Home. On the home page, use the Family section to open a dependent's profile. This section only appears on your own home page when you have dependents available. - In the patient portal header, click Home. - Find the Family section. - Select the dependent you want to view. - The portal switches to that dependent's profile. - Check the banner at the top to confirm whose profile you are viewing. Each card in Family shows the dependent's name and relationship. It also shows how many forms and consents are waiting when that dependent has pending items. If you were invited as a guardian, the invitation flow can also take you straight into setup for the dependent first. On that screen, select Accept patient invitation or Accept your invitation to join as a patient, then continue to the dependent setup step the portal shows you. #### How do I know when I am acting as a dependent? In the patient portal, a banner appears at the top whenever you are viewing a dependent's profile. It says Viewing {name}'s profile as {relationship} and gives you a quick way back. When the banner is visible, it tells you whose profile you are viewing and shows Switch back to me. The portal blocks some areas until you switch back to your own profile. #### How do I switch back to my own profile? On the same page, use the banner at the top while you are acting as a dependent. - Open any page while viewing the dependent profile. - Find the banner that says you are viewing the dependent's profile. - Select Switch back to me. - The portal returns to your own profile. #### What can't I do while viewing a dependent? In the patient portal, some pages are only available on your own profile. When you are acting as a dependent, these areas are replaced with a message and a Switch back to me button: - Messages - Food journal entries - Account settings - Security settings - Memberships when the dependent's grant does not include billing - Payment method when the dependent's grant does not include billing - Insurance when the dependent's grant does not include billing If you need one of those pages, switch back to your own profile first. When billing access is included, the dependent can still use the billing-related settings pages. #### Common questions #### Where do I find the profile switcher? Open the patient portal home page, then look in the Family section. It only appears on your own profile and when dependents are available. #### How do I tell which profile I am using? Look for the banner at the top of the portal. It tells you when you are viewing a dependent's profile and offers Switch back to me. #### What happens when I accept a guardian invitation? The invitation can take you through setup for the dependent first. After that, the dependent profile becomes available in the Family section. #### How do I manage a dependent's profile? Switch to the dependent from Family, then open Profile in Settings to update that dependent's details. #### How do I update a dependent's memberships, payment method or insurance? While you are acting for the dependent and billing access is included, open Memberships, Payment method or Insurance from Settings. #### Why can't I open Messages for a dependent? Messages are not available while you are acting as a dependent. Switch back to your own profile first. #### Why don't I see the Family section? The Family section only appears on your own profile. It stays hidden while you are viewing a dependent. #### Can I switch to more than one dependent? Yes. If your portal account has more than one dependent available, the Family section shows a card for each one. Related guides What patients see in the portalUnderstand the patient-facing portal and public Welcome page so your team can answer questions about visits, forms, records, shared files, care plans, messaging and payments.13 min readInviting patients with setup links and QR codesShare patient-specific setup access and understand what patients see when they accept an invitation, open an expired link, or use the Welcome page.9 min readMemberships in the patient portalTurn memberships on for your organization, understand what patients can do with them in the portal, and know how plan changes affect current members.6 min readPatient insurance and card scanningAdd, edit, scan and remove insurance from a patient record. Owners and admins can also require insurance during patient intake from Insurance settings.8 min readYour dashboardUse Dashboard to see your day, change the reporting range for dashboard widgets, and customize the widgets shown on your desktop home page.7 min read ### Building forms - Help Center URL: https://ona.health/help/building-forms Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Building forms Create form templates, import starting points, add questions and conditional sections, and send forms for patients to complete and sign. Forms & consents9 min readUpdated October 22, 2026 What you can do here - Create form templates for intake, screening, follow-up questions and signed patient forms - Build forms from text, choice, checkbox, scale, free-text, matrix and table blocks - Show blocks only when an earlier choice answer matches, including shared Show if condition groups on the canvas - Start from a blank form or browse the library for a starting point - Send forms to patients, collect them in person, and review signed submissions You’ll need: access to Ona as a clinic team member. Forms are built and managed from Forms. A form is a document the patient fills in and signs. Use a form when you want structured questions, acknowledgements or screening answers. If the patient should answer through an interview-style conversation, see Choosing between forms and interviews. #### How do I create a form template? In the left sidebar, click Library, then click Forms. Use Forms to create the reusable template your team sends from a patient chart or visit. Use Library (1) to open the library area, then Forms (2) to open the form templates page. 1Library2Forms - Select New form. - Enter the template title your team will recognize. If you set a patient-facing title, that title is used on the secure link. - Add the blocks the patient should read or answer. - Turn on Required for answers the patient must complete before signing. - Select Save. The template becomes available when you add forms from a patient chart or visit. The form builder shows editable form blocks on the left and a patient preview on the right. Watch the preview while you build. It shows the document layout patients use when they complete the form. #### What blocks can I add to a form? On Forms, you can add text, choice, checkbox, scale, free-text, matrix and table blocks. Block Use it for Text Instructions, section headings or policy text the patient reads. Single choice A question where the patient picks one answer. Multiple choice A question where the patient can pick more than one answer. Checkbox A single statement the patient confirms. Scale A numeric rating question. Short answer A one-line free-text answer. Long answer A longer free-text answer. Single choice matrix A grid where the patient rates each statement against the same answer options. Multiple choice matrix A grid where the patient can tick any answers for each statement. Table Grid-style answers. Tables can use fixed rows, or let the patient add rows. Single-choice, scale and single-choice matrix blocks can be scored when the template is set up as a screening form. Multiple-choice and multiple-choice matrix blocks are not scoreable. For scoring setup, see Building self-scoring screening forms. #### How do I add conditional questions? On the same page, use Show if in Forms when a block should appear only after the patient selects a specific answer to an earlier choice question. - Open the template. - Select the block that should be conditional. - Select Show if. - Choose an earlier choice question. - Choose the answer options that should reveal the block. A conditional block stays hidden until the selected answer is given. If a required block is hidden, it does not block submission. Answers typed into a block that later becomes hidden are not submitted with the form. Conditional blocks can also share a condition group on the canvas. The group header shows the shared Show if condition, and Add to group adds another block with the same condition. In a block’s Show if popover, you can join a nearby group with Join the group above or Join the group below. To remove a group condition, open Show if and select Always show this block. For a whole group, open the group header and select Always show these blocks. #### How do I import a form? On the same page, use the New form flow when you want a starting point instead of building every block by hand. - Choose to start from the library or attach a PDF in the builder. - Review the imported blocks in the builder. - Edit the wording, required settings and conditions before sending the form. Use Library template (1) to preview the template before you import it, Template title (2) to confirm the form you are bringing in, and Description (3) to read the summary first. 1Library template2Template title3Description Imported templates are editable after import. Review them before use so the language, required questions and signing flow match how your practice works. #### How do I send a form to a patient? In the left sidebar, click Patients, then click the patient's name; or in the left sidebar, click Visits, then click the visit. In the patient chart, click Forms. You can also add forms from a visit's Forms page. Sending supports one or more forms. Fill on this device works with one selected form at a time. 1Forms2Add forms - Confirm you are on the patient's Forms page. - Select Add forms. - Pick one or more forms. - Choose the send option to send the forms to the patient, or select Fill on this device for in-person completion. - If you choose Fill on this device, hand the device to the patient when the handoff screen appears. If the patient can be notified, Ona sends the form link to them. If the patient cannot be notified, Ona shows completion links you can share another way. When forms are added from a visit with a future intake release time, they can be scheduled with that visit. A patient link opens a secure form page. The link does not require patient sign-in and is one-time use. If a link is expired, already used, revoked or invalid, the patient sees a secure-link status message instead of the form. #### What does the patient have to do before submitting? From the secure form link your team sends, the patient selects Fill in & sign form and completes the form in the signing flow. The signing flow highlights any unanswered required questions and can jump the patient to the next missing answer before they submit. The patient still has to answer every visible required question, accept the electronic-signature agreement, draw a signature and select Submit form. After submission, the patient sees a confirmation that the form was sent to the clinic. The one-time link cannot be used again. #### How do I review, resend or archive patient forms? In the left sidebar, click Patients, then click the patient's name. In the patient chart, click Forms to see forms that have been added for that patient. The patient Forms page shows pending and submitted forms for a patient. Open a submitted form to review the patient's answers inline with the signed document. The form viewer shows when the form was added and its delivery history. Submitted forms show the signature, document hash, hash algorithm, IP address and browser information recorded with the submission. Use the form actions menu when you need to manage a row: - Copy link copies a completion link for a pending form whose current link has not expired. - Resend link sends a fresh completion link for a form that still needs completion. - Send now releases a scheduled form before its scheduled time. - Cancel stops a scheduled form from being sent and leaves it in the list as cancelled. - Archive hides the form from the active list. Staff with permission can restore it later. Submitted forms keep their own snapshot of the form template, so later template edits do not change what the patient signed. #### What can't I do here? Forms have these limits: - A form cannot be submitted until the patient reads to the end, highlights and answers any unanswered required questions in the signing flow, accepts the electronic-signature agreement and signs. - Fill on this device works with one selected form at a time. - Show if conditions still depend on earlier choice questions, even when blocks share a condition group. - Multiple-choice and multiple-choice matrix blocks are not scoreable in screening forms. - A secure form link cannot be reused after the form is submitted. #### Common questions #### Do patients see the template title? Patients see the patient-facing title when one is set. Otherwise, the secure link uses a generic form title. Put instructions the patient must read into a Text block. #### Can I make a question required only sometimes? Yes. Turn on Required for the block and add a Show if condition. The question is required only when it is visible, and the signing flow can jump the patient to the next unanswered required question before they submit. #### Can I collect a form at the front desk? Yes. Open the patient's chart, click Forms, select Add forms, choose one form, then select Fill on this device. Ona shows handoff screens so the patient can complete the form without seeing the dashboard. #### What is stored with a signed form? A signed form includes the submitted answers, signature, document hash and audit details shown on the completed form. #### Where should I build PHQ-9 or GAD-7 forms? Build them as screening forms so they can calculate a score. Use single-choice, scale or single-choice matrix blocks in the scored form. See Building self-scoring screening forms. Related guides Choosing between forms and interviewsUnderstand when to use a form, a screening form, an interview, or a consent to collect patient input in Ona.8 min readBuilding self-scoring screening formsTurn a form into a screener by assigning point values, severity bands and risk flags. Send the form to a patient or complete it in person, then review the score after submission.7 min readBuilding interviewsBuild conversational interviews from steps and subjects, import from the template library, and attach them to services so a structured history arrives before the visit.10 min readBuilding consent formsCreate consent templates with formatted text and checkboxes, browse ready-made templates from the library, use AI to draft from a blank page or PDF, and send consents for patient signature.12 min readSending forms and consents to patientsSend forms and consents to patients, schedule form sends, fill a form in the clinic, resend links, cancel scheduled forms, and share one-time completion links when a patient cannot be notified.9 min read ### Building self-scoring screening forms - Help Center URL: https://ona.health/help/screening-forms Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Building self-scoring screening forms Turn a form into a screener by assigning point values, severity bands and risk flags. Send the form to a patient or complete it in person, then review the score after submission. Forms & consents7 min readUpdated October 22, 2026 What you can do here - Import screening templates from the form catalog - Turn a form into a screener with the Screening toggle - Add point values, severity bands and risk flags - Send the screening form to a patient or complete it in person - Review the score, severity and flags after the form is submitted You’ll need: access to Forms and a form template to edit. Screening forms are built in Forms. A screening form looks like a regular form to the patient, but Ona scores supported answers when the form is submitted and shows the result on the patient’s form record. #### How do I import a ready-made screening form? Use the form catalog in Forms when you want to start from an existing screening template instead of building every question and score rule yourself. In the left sidebar, click Library, then under Library, click Forms. - In the left sidebar, click Library, then under Library, click Forms. - Browse the combined form catalog. - Find the screening template you want to use. - Open Preview to review the full template details before adding it to your practice. - Select Import. Ona copies the template into your forms. Open the imported template before sending it so you can confirm the questions, scoring setup, severity bands and flags match your practice’s workflow. #### How do I turn a form into a screening form? Use the form builder in Forms when you want Ona to calculate a result from patient answers. On the same page, open the form template you want to edit, or create a new one. A form builder question shows point values beside each answer option, with the block toolbar in the gutter, Required, Scored and Reverse controls, and the in-editor insert affordance for adding blocks while you write. - On the same page, open the form template you want to edit, or create a new one. - Turn on Screening near the top of the editor. - Add the questions and answer options the patient should complete. For text blocks, type in the block body and use the in-editor insert affordance to add more blocks as you build the form. - Leave Scored on for each question, single-choice matrix row or scale item that should count toward the result. - Enter the point value for each answer option, or set the point range for a scale question. - Select Save. Only single-choice, single-choice matrix and scale questions can be scored. Multiple-choice, multiple-choice matrix, checkbox, text, short text, long text and table blocks can still be part of the form, but they do not add points. For a scored single-choice question, each answer option has its own value. For a scored single-choice matrix, each row has its own scoring item and shares the same answer-column values. For a scored scale question, each point on the scale counts as its value. Use Reverse when higher patient answers should count as lower score values for that item or matrix row. #### How do I set severity bands and flags? Use the Screening panel in Forms to turn raw points into a result your team can read consistently. On the same page, open the screening form. The Screening panel shows a total score scale with severity bands and a flag rule for a risk answer. - On the same page, open the screening form. - In the Screening panel, name the score so it is clear on the result. - Choose how Ona should handle unanswered scored questions. - Add severity bands for the score ranges your team uses. - Add flags for questions, matrix rows or scores that need attention. Severity bands group score ranges under labels your team recognizes. Flags call attention to configured thresholds on the submitted result. A flag is not a diagnosis. It tells your team that a threshold was met so they can follow the practice’s protocol. #### What does the patient see when completing a screening form? When you send a screening form from a patient's Forms section, the patient completes the same form flow used for other patient forms. In the left sidebar, click Patients, then click the patient's name. In the patient chart sidebar, click Forms. 1Forms2Add forms Use Forms (1) in the patient chart to open the patient’s form record, and use Add forms (2) to send a form or fill one on this device. The patient sees the questions, reviews the form, agrees to electronic signature and signs before submitting. If they leave required questions unanswered, Ona highlights them inline and keeps the form open with a message that the required questions aren't answered yet. They still do not see point values, score totals, severity bands or flags while filling in the form. If the form is sent by secure link, the patient can open it without signing in. The link is one-time use. After submission, the confirmation says the answers were delivered to the clinic and the link cannot be opened again. #### How do I review a submitted screening result? Review screening results from a patient's Forms section after the patient submits the form. In the left sidebar, click Patients, then click the patient's name. In the patient chart sidebar, click Forms. A submitted screening form on the patient record shows a score badge, a flag callout and a score card above the patient's answers. - In the left sidebar, click Patients, then click the patient's name. In the patient chart sidebar, click Forms. - Find the submitted screening form in the list. - Open the form. - Review any flag callouts first. - Review the score card, severity band, patient answers and signature record. The submitted form keeps the patient’s answers with the signature record. Screening results appear with the submitted form, so your team can review the score in context. #### What can't I do here? In the left sidebar, click Library, then click Forms. Screening has these limits: - You cannot score multiple-choice, multiple-choice matrix, checkbox, text, short text, long text or table blocks. - Patients cannot see scoring values, severity bands or flags while completing the form. - If required questions are unanswered, the form stays open, highlights those questions inline and shows a message that the required questions aren't answered yet. - A form that has already been sent uses the form snapshot from the time it was sent. Editing the template later does not change that issued form. - A completed secure form link cannot be used again after submission. #### Common questions #### Can I use screening on a custom form? Yes. Turn on Screening in the form builder, then add scored single-choice, single-choice matrix or scale questions and configure the result in the Screening panel. #### Can a scored question be optional? Yes. Required and Scored are separate controls. If a scored question is not required, choose how unanswered scored questions should be handled in the Screening panel. #### Can patients tell that a form is scored? Not from the scoring setup. The patient-facing form shows the questions, not the point values, score total, severity bands or flags, and unanswered required questions are shown inline if the patient tries to submit without them. #### Where should I send a screening form from? Send it from a patient's Forms section when you want it tied to a patient record. #### Can I edit the score after submission? No. The submitted form shows the result calculated from the patient’s submitted answers and the form snapshot used when the form was sent. Related guides Building formsCreate form templates, import starting points, add questions and conditional sections, and send forms for patients to complete and sign.9 min readSending forms and consents to patientsSend forms and consents to patients, schedule form sends, fill a form in the clinic, resend links, cancel scheduled forms, and share one-time completion links when a patient cannot be notified.9 min readCompleting forms and consents in the clinicAdd forms to a patient, choose whether the patient completes a form in person or by secure link, and manage pending, scheduled and submitted forms from the patient chart. Secure links for forms and consents do not require patient sign-in.9 min readChoosing between forms and interviewsUnderstand when to use a form, a screening form, an interview, or a consent to collect patient input in Ona.8 min readReading assessment resultsOpen a patient interview from the chart, review its Summary, read the Conversation, and check Records linked to that interview.8 min read ### Building consent forms - Help Center URL: https://ona.health/help/building-consent-forms Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Building consent forms Create consent templates with formatted text and checkboxes, browse ready-made templates from the library, use AI to draft from a blank page or PDF, and send consents for patient signature. Forms & consents12 min readUpdated October 22, 2026 What you can do here - Create consent templates with text, checkboxes and a signature section - Browse consent templates from the library or draft one from a blank page or a PDF with AI - Preview, duplicate, deactivate or delete templates - Send a consent to a patient, resend a pending link, copy a pending completion link, or collect an in-person signature - View a patient’s scheduled, pending, signed and cancelled consents You’ll need: your consent wording ready. If you plan to send a consent, you also need the patient’s chart. Consent templates are managed in Consents. A template is the reusable document your team sends to patients for signature. Patient consent records also appear in the patient chart’s Consents section. #### How do I view consent templates? In the left sidebar, click Library, then click Consents. Use Consents to move between Your consents and Library in one place. 1Your consents2Send3New Consent4Library search and filters5A library card Your templates appear first in Your consents (1). Use it to review the templates your team has already built. Select Send (2) on a row when you want to send that active template to a patient. Select New consent (3) to create a template. Use Library search and filters (4) to narrow the predefined consent templates below. Each A library card (5) shows a template you can preview or import into your organization, along with a category label and summary counts for sections and checkboxes. Some cards also show Varies by state when the template changes by state. The Library section contains predefined consent templates. You can search it, filter by type, preview a template, and import a copy into your organization. #### How do I create or edit a consent template? On the same page, in Consents, create a template when you need reusable consent wording for treatment, telehealth, HIPAA privacy, Care Management enrollment, or another policy. 1New Consent Use New consent (1) to open the editor. - In the left sidebar, click Library, then click Consents. - Select New consent. - Fill in Title, Description and Type. Title (1) is the internal name your team sees, Description (2) gives your team context, and Type (3) groups the template by consent purpose. - Add Title shown to the patient (4) if the patient should see a different title while signing. - Use Text blocks for the consent wording in Builder (5). - Use Checkbox blocks for statements the patient should affirm separately. - Select Preview (6) to check the signing view and see the patient header below the preview. - Select Create consent. The template appears in Consents. To change it later, open the template or choose Edit from its row menu, then select Save changes. Type Use it for HIPAA Privacy Privacy acknowledgements and HIPAA-related consent language. Telehealth Consent language for remote care. Treatment General treatment consent. General Practice policies or consent language that does not fit another type. Care Management Care Management enrollment consent. Custom Consent language your practice defines. #### How do I add required checkboxes? On the same page, use checkboxes in Consents when a patient must acknowledge a specific statement, not only sign the whole document. 1A statement the patient ticks to agree2Required to sign For each Checkbox block, write the checkbox statement in A statement the patient ticks to agree (1). Turn on Required to sign (2) when the patient must check that box before signing. Required boxes are marked in the patient view. A consent cannot be saved with no blocks. It also cannot be saved with an unfinished checkbox, because the patient would be asked to agree to an empty statement. #### How do I import a consent template? On the same page, use Library in Consents when you want a starting point, or use the editor’s AI dock when your consent language already exists in a PDF. 1Search consents2Type filters3Preview4Import To import from the library: - In Library, filter or search for the consent you want with Search consents (1) and Type filters (2). - Select Preview (3) to read the template. - Select Import (4). - Open the imported template from your consents. - Edit the wording, settings and checkboxes, then select Save changes. Importing copies the template into your organization. You can edit your copy after importing. To draft from a PDF: - Drop the PDF into the editor. - Review the drafted consent in the editor. - Fix the title, description, type, text and checkboxes. Review imported wording before you use it with patients. Some library templates also show a warning banner in the preview when they vary by state. #### How do I manage consent templates? On the same page, use the row menu in Consents when a template needs to be copied, hidden or removed. 1Duplicate2Deactivate3Print blank copy4Delete Use Duplicate (1) to create a copy, Deactivate (2) to hide an active template from use, Print blank copy (3) to make a blank PDF copy, and Delete (4) to remove it. - Open the row menu. - Select Duplicate to create a copy named with “(Copy)”. - Select Deactivate to hide an active template from use, or Activate to make it available again. - Select Print blank copy or Export blank copy for a blank PDF copy, then select Delete, then confirm with Delete. Deleting a template cannot be undone. If a template is in use, deletion may be blocked until you remove it from the related services. #### How do I send a consent to a patient? On the same page, send a single active template from Consents when you know which consent the patient needs. 1Patient2Send Consent Use Patient (1) to choose who receives the consent, then select Send Consent (2) to send it. - On the template row, select Send. You can also open the row menu and select Send to patient. - In Send Consent to Patient, choose the Patient (1). - Select Send Consent (2). If the patient cannot be notified, the dialog changes to Create link. Ona creates the consent and gives you a completion link to share with the patient. When the patient opens that link, they start on a cover before the signing document, and the patient header appears below the cover. #### How do I collect a consent signature from a patient chart? In the left sidebar, click Patients, then click the patient’s name. In the patient chart, click Consents. Use Patients → (a patient) → Consents when you are already in the chart or when the patient needs to sign in person. On an archived patient's chart, the Consents section is read-only. 1Consents2Add consents Use Consents (1) to open the chart section, then use Add consents (2) to add the templates you want the patient to sign. - Select Add consents (1). - Use Search consents (2) to find one or more consents. - Pick one or more consents. - Send the selected consents to the patient, or choose Sign on this device for in-person signing. When you send more than one consent, the patient gets one email listing every consent and a text for each. - If you choose Sign on this device, select only one consent. - Hand the device to the patient when the signing screen opens. The patient must read to the end, check any required boxes, agree to electronic signature, and draw a signature before the consent can be signed. The signing screen highlights missing required checkboxes, and the floating nudge changes from read-through guidance to missing-box and sign guidance. In-person signing opens in a full-screen sheet on the device and ends with a handoff screen asking the patient to return the device. The patient header appears below the document cover on the signing sheet. #### How do I manage a patient’s pending or scheduled consents? On the same page, use Patients → (a patient) → Consents to review consent status and take follow-up actions. Consents are grouped as Scheduled, Pending, Signed and Cancelled. On an archived patient's chart, this section is read-only, so the consent-row actions are disabled. - In the left sidebar, click Patients, then click the patient’s name. - Open the patient chart Consents section (1). - Review the Scheduled, Pending, Signed and Cancelled groups in Status groups (2). - Use the consent row actions for the consent status you need in each Consent row (3). - Use Archive on a consent row to hide that consent from the active list. 1Consents2Status groups3Consent row Use Consents (1) to open the patient consent section. Use Status groups (2) to scan the scheduled, pending, signed and cancelled groups. Use each Consent row (3) for the row actions that match that consent’s status. Status What you can do Scheduled Use Send now to release it early, or Cancel to stop it from being sent. A cancelled scheduled consent stays in the list as cancelled. Pending Use Copy link while the current link has not expired, or Resend link to send a fresh link. The old link no longer works after you resend. Signed Open the row to view the signed consent, signature summary, when it was added and its delivery history. Cancelled Open the row to view the cancelled consent record, when it was added and its delivery history. Use Archive on a consent row to hide that consent from the active list. #### What can’t I do here? On the consent templates page and in a patient chart’s Consents section, these limits protect the signing process: - You cannot save a template until it has at least one block. - You cannot save a template with an unfinished checkbox. - You cannot send an inactive template from its row. - You cannot choose Sign on this device when more than one consent is selected. - You cannot use Copy link after a pending consent link has expired. - You cannot sign a consent until the document has been read to the end, all required boxes are checked, electronic signature consent is accepted, and a signature is drawn. - You cannot send a scheduled consent after selecting Cancel consent; it remains in the list as cancelled. - You cannot use Add consents on an archived patient's chart. - You cannot use consent-row actions on an archived patient's chart. #### Common questions #### What is the difference between Title and Title shown to the patient? Title is the internal template name your team sees. Title shown to the patient is optional. If you leave it blank, the patient sees a generic consent title during signing. #### When should I use a required checkbox? Use Required to sign for any statement the patient must actively confirm before signing. If the statement is optional, leave the checkbox not required. #### What happens when I deactivate a consent template? Inactive templates are hidden from use. You can reactivate the template later with Activate. You can also use the row menu to print or export a blank consent copy. #### Can I resend a consent link? Yes. On a pending consent in the patient chart, use Copy link while the current link has not expired, or use Resend link to send a fresh link. Ona sends a fresh link and the old link no longer works after you resend. #### Can a patient sign while they are in the clinic? Yes. In the patient chart’s Consents section, select Add consents, choose one consent, then choose Sign on this device. That opens the same full-screen signing flow on the shared device, with the patient header below the document cover. Related guides Choosing between forms and interviewsUnderstand when to use a form, a screening form, an interview, or a consent to collect patient input in Ona.8 min readBuilding formsCreate form templates, import starting points, add questions and conditional sections, and send forms for patients to complete and sign.9 min readBuilding interviewsBuild conversational interviews from steps and subjects, import from the template library, and attach them to services so a structured history arrives before the visit.10 min readSending forms and consents to patientsSend forms and consents to patients, schedule form sends, fill a form in the clinic, resend links, cancel scheduled forms, and share one-time completion links when a patient cannot be notified.9 min readSetting up services and packagesCreate the services, packages and memberships your practice offers. Set prices, visit defaults, booking rules, reminders, billing defaults and patient screening.11 min read ### Importing form templates - Help Center URL: https://ona.health/help/importing-templates Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Importing form templates Import form and screening form templates from the library, and preview a template before copying it into your organization. Forms & consents4 min readUpdated October 22, 2026 What you can do here - Find predefined form and screening templates in the Library - Preview a library template before copying it into your organization - Import a template from the library as a draft form template - Review imported blocks before saving and using the form You’ll need: access to Forms. Use Forms when you want to create a reusable form template without starting from a blank form. Library imports copy a predefined template into your organization. #### How do I import a form from the library? Use Forms to import a predefined form or screening template from the Library. Importing copies the template into your organization so you can customize it. 1Library2Forms Use Library (1) in the left sidebar to open the library area, then use Forms (2) to open the forms templates page. Use Library (1) to open the library area, then use Forms (2) to show the form templates page. - In the left sidebar, click Library, then click Forms. - In Library, choose a category such as Default, Intake, Follow-up, Mental Health or Functional Medicine. - Search if you want to narrow the list by title or description. - Select Preview to review the template. - Select Import. Ona adds the template to your forms and shows a success message titled Imported. If the import fails, Ona shows Couldn't import and asks you to try again in a moment. #### How do I preview a library form before importing it? Use Forms to preview a library template when you want to check the questions, answer types and references before importing it. 1Template title The preview header shows the Template title (1), which helps you confirm you opened the right library item. In the left sidebar, click Library, then click Forms. - Find the template in Library. - Select Preview. - Review the form in the preview window. - Select Import to copy it, or Close to leave without importing. The preview is read-only. Importing from the preview adds the form to your organization and closes the preview. #### How do I import a form from a PDF? The old PDF import entry point is no longer part of the Forms page. Use the library import flow on this page instead, or start a new template from the form builder when you want to work from scratch. #### How do I review a PDF import before using it? PDF imports now open in the form builder after they are created elsewhere in the product. When that happens, the builder shows an Imported from PDF - review every block before saving banner so you can check the draft against the original document. - Open the draft in the builder after the PDF import completes. - Read the Imported from PDF - review every block before saving banner. - Check each block against the original PDF. - Fix questions, answer choices and required settings where needed. - Review any warnings shown in the banner, including any additional warnings hidden behind the expand button. - Dismiss the banner only after you no longer need the warnings on screen. After review, continue editing the template like any other form. See Building forms and Building self-scoring screening forms for the form builder details. #### What can't I do here? In the left sidebar, click Library, then click Forms. Importing has these limits: - The library catalog shows matching templates for the selected category or search. - If a search or category has no matches, choose another category or clear the search. - Library imports create a template draft in your organization; you still need to review and edit it before using it. - This page no longer includes the old PDF import dialog. #### Common questions #### Can I edit a form after importing it? Yes. Library imports become templates in your organization. You can edit them in the form builder. #### Can I import screening forms from the library? Yes. The library includes screening categories such as Mental Health. #### Why does the preview show a read-only form? Preview lets you check the template before you copy it into your organization. Use Import when you're ready to add it. #### What should I do if the library import fails? Try the import again. If it still fails, choose a different template or come back in a moment. #### Where do patients complete imported forms? After you send a form to a patient, they can complete it from a secure form link. See Sending forms and consents for sending workflows. Related guides Building formsCreate form templates, import starting points, add questions and conditional sections, and send forms for patients to complete and sign.9 min readBuilding self-scoring screening formsTurn a form into a screener by assigning point values, severity bands and risk flags. Send the form to a patient or complete it in person, then review the score after submission.7 min readSending forms and consents to patientsSend forms and consents to patients, schedule form sends, fill a form in the clinic, resend links, cancel scheduled forms, and share one-time completion links when a patient cannot be notified.9 min readCompleting forms and consents in the clinicAdd forms to a patient, choose whether the patient completes a form in person or by secure link, and manage pending, scheduled and submitted forms from the patient chart. Secure links for forms and consents do not require patient sign-in.9 min read ### Sending forms and consents to patients - Help Center URL: https://ona.health/help/sending-forms-and-consents Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Sending forms and consents to patients Send forms and consents to patients, schedule form sends, fill a form in the clinic, resend links, cancel scheduled forms, and share one-time completion links when a patient cannot be notified. Forms & consents9 min readUpdated October 19, 2026 What you can do here - Send one or more forms to a patient for completion - Schedule forms for a visit intake time or a custom time - Fill one form with the patient in the clinic - Send a consent to a patient for signature - Resend form links, send scheduled forms now, or cancel scheduled forms - Share one-time links when a patient cannot be notified You’ll need: an existing form or consent template and the patient record you want to send it to. Use Patients → (a patient) → Forms to add forms from a patient chart. Use Forms (1) to manage form templates, and Add forms (2) to create new patient forms. When you send a consent, the patient signs it instead of submitting form answers. On archived patient charts, the forms list is read-only. 1Forms2Add forms Screening forms are sent like other forms. If the template has scoring, your team can review the score in the form viewer after the patient submits it. See Building self-scoring screening forms for setup. #### How do I send forms from a patient chart? In the left sidebar, click Patients, then click the patient's name. Use Patients → (a patient) → Forms when you already have the patient open. You can send one form or several forms in the same batch. On an archived patient chart, Add forms is disabled. 1Add forms2Choose form templates3Send to patient4Fill on this device Use Add forms (1) to open the dialog, Choose form templates (2) to pick one or more templates, Send to patient (3) to send them to the patient, or Fill on this device (4) to hand the device to the patient for in-person completion. - In the left sidebar, click Patients, then click the patient's name. - Select Add forms. - In Forms, choose one or more templates. - In Capture method, select the send card. - If timing options are shown, keep the visit intake timing or choose another delivery time before sending. Ona creates the patient form records. If the patient can be notified, Ona sends the forms to the patient. If you selected more than one form, the patient receives one email listing every form and a text for each form. If the patient cannot be notified, Ona creates the records and then shows links for you to share another way. A scheduled batch does not show links yet because links are created when the scheduled send is released. #### How do I schedule forms for later? In the left sidebar, click Patients, then click the patient's name. Use Patients → (a patient) → Forms to schedule forms when they should go out with visit intake or at another time. On an archived patient chart, you cannot start this from the chart because the forms list is read-only. 1Add forms2Choose form templates3Capture method4Send to patient Use Add forms (1) to open the dialog, Choose form templates (2) to pick the forms, Capture method (3) to choose when they go out, and Send to patient (4) to schedule the send. - In Forms, choose the templates. - In Capture method, use the timing controls on the send card. - Select the send card. Scheduled forms stay on the patient's form list until they are released. If the patient cannot be notified, shareable links are not available until the scheduled send is released. #### How do I send a consent to a patient? In the left sidebar, under Library, click Consents. Use Send Consent to Patient when a patient needs to review and sign a consent. The required field is Patient. 1Patient2Send Consent Use Patient (1) to choose who gets the consent, then use Send Consent (2) to send it. If the patient cannot be notified, the button changes to Create link. - In Patient, choose the patient. - Select Send Consent. If the patient cannot be notified, the button changes to Create link. Select Create link to create the consent record and show a secure link you can share with the patient another way. #### How do I fill a form with the patient in the clinic? In the left sidebar, click Patients, then click the patient's name. Use Patients → (a patient) → Forms when the patient is present and you want to hand them the device. In-person filling works with one selected form at a time. On an archived patient chart, you cannot start in-person filling from the forms list. - Choose one form in Forms. - Select Fill on this device. - Hand the device to the patient when the updated full-screen handoff screen appears. - The patient reads the form, reviews any missing answers, answers required questions, agrees to electronic signature, signs, and selects Submit form. - When the return handoff screen appears, take the device back and continue. The form is submitted on the patient chart. The dashboard stays hidden while the patient has the device. #### How do I copy, resend, send now, or cancel a form? In the left sidebar, click Patients, then click the patient's name. Use the form row actions in Patients → (a patient) → Forms when a pending or scheduled form needs attention. On an archived patient chart, the row action menu does not offer Send now, Cancel, Copy link, Resend link, or Archive. - Find the form in the patient's form list. - Open Form actions at the end of the row. - Select Copy link to copy the current completion link for a pending form. - Select Resend link to issue a fresh link for a pending form. - Select Send now to release a scheduled form before its scheduled time. - Select Cancel to withdraw a scheduled form. - In the confirmation, select Cancel form or Keep scheduled. Copy link copies a completion link so you can share it with the patient without sending another notification. Resend link reuses the same form record, issues a fresh completion link, and notifies the patient again. Send now releases the scheduled form and notifies the patient. Cancel form keeps the row in the list as cancelled, but the form will not be sent. #### What do patients see when they open a form or consent link? Patients open a secure one-time link. They do not need to sign in. 1Secure link page2Invalid link message3Contact clinic guidance Use the Secure link page (1) when a patient opens a one-time link. If the link is invalid, the Invalid link message (2) appears and the page shows Contact clinic guidance (3). When the link is valid, the page opens with a document cover that names the practice, shows the form or consent title, and gives the patient the summary before they start. The page also shows a masked patient header under the cover. For a form, the patient selects Fill in & sign form and then answers, signs, and submits it. For a consent, the patient selects Review & sign consent and then reviews, signs, and submits it. After submission, the page switches to a completion card. If there is another item waiting, the patient can start the next one from that screen. If there is nothing else to do, the page shows Sign in to your patient portal. #### What can't I do here? In Patients → (a patient) → Forms, sending is limited in these ways: - Fill on this device works with one selected form only. - Scheduled batches do not provide shareable links until they are released. - Submitted forms do not show Copy link or Resend link because there is nothing left for the patient to complete. - A patient cannot select Submit form until they read to the end, review any missing answers, answer required visible questions, agree to electronic signature, and sign. - One-time links cannot be reused after submission. - On archived patient charts, the forms list is read-only, so Add forms, in-person filling, and the row actions for sending, copying, resending, canceling, or archiving are unavailable from the chart. #### Common questions #### Can I send multiple forms at once? Yes. In Add forms, select more than one form and use the send card in Capture method. When the patient can be notified, Ona sends one email listing every form and a text for each form. #### What happens if the patient cannot be notified? Ona still creates the form or consent record. Instead of confirming that it was sent, Ona shows one-time links for you to share another way. #### Can I cancel something after it was already sent? The shown cancel action is for scheduled forms. Once a form has already been sent, use Copy link or Resend link if the patient needs a link, or Archive if the form should be hidden from the active list. #### Do one-time links require the patient portal? No. Form and consent links open without sign-in. After the patient finishes the form or consent, the completion card can offer the next item or, if there is nothing else waiting, Sign in to your patient portal. Related guides Building formsCreate form templates, import starting points, add questions and conditional sections, and send forms for patients to complete and sign.9 min readBuilding consent formsCreate consent templates with formatted text and checkboxes, browse ready-made templates from the library, use AI to draft from a blank page or PDF, and send consents for patient signature.12 min readBuilding self-scoring screening formsTurn a form into a screener by assigning point values, severity bands and risk flags. Send the form to a patient or complete it in person, then review the score after submission.7 min readCompleting forms and consents in the clinicAdd forms to a patient, choose whether the patient completes a form in person or by secure link, and manage pending, scheduled and submitted forms from the patient chart. Secure links for forms and consents do not require patient sign-in.9 min readInviting patients with setup links and QR codesShare patient-specific setup access and understand what patients see when they accept an invitation, open an expired link, or use the Welcome page.9 min read ### Completing forms and consents in the clinic - Help Center URL: https://ona.health/help/completing-forms-in-the-clinic Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Completing forms and consents in the clinic Add forms to a patient, choose whether the patient completes a form in person or by secure link, and manage pending, scheduled and submitted forms from the patient chart. Secure links for forms and consents do not require patient sign-in. Forms & consents9 min readUpdated October 19, 2026 What you can do here - Add one or more forms to a patient from the patient chart - Have a patient complete one form on your device while they are in the clinic - Send secure one-time links when the patient should complete a form on their own device - Understand what patients see when they open secure form and consent links - Review submitted forms, signatures and completion details - Copy completion links, resend pending forms, send scheduled forms now, cancel scheduled forms or archive forms You’ll need: access to the patient chart. Clinicians see the patients available in their own clinical workspace. Forms are assigned and reviewed in a patient chart: in the left sidebar, click Patients, click the patient's name, then click Forms. Use Forms (1) to open the forms list in the patient chart. Form templates are managed in Forms; see Building forms if you need to create or edit a form before sending it. Archived patient charts are read-only here, so Add forms and row actions are disabled and you can't start Fill on this device from that chart. 1Forms #### How do I add a form for a patient? In the patient chart on Forms, add forms when you want a patient to complete one from the chart. You can send several forms at once, or choose one form for in-person completion on your device. On an archived patient chart, this page is read-only, so you can't add new forms there. Use Forms (1) to open the forms list, then Add forms (2) to open the dialog. 1Forms2Add forms - In the left sidebar, click Patients, then click the patient's name. In the patient chart, click Forms. - Open the Add forms dialog. - Pick one or more forms in the Forms list. - Choose the send method when the patient should complete the form on their own device. - Select Fill on this device when the patient is in front of you and you selected one form. - Select Cancel if you do not want to add a form. If the patient is reachable, Ona sends the form link. If the patient cannot be notified, Ona shows shareable completion links instead. When a form is added from a visit with intake scheduled for later, the form can follow that visit's intake timing. In-person completion is one form at a time Fill on this device is available only when one form is selected. Sending supports more than one form in the same batch. #### How does a patient complete a form on this device? In the patient chart on Forms, choose Fill on this device when the patient is in the clinic and can complete one form on your screen. Ona opens a full-screen handoff flow so the dashboard stays hidden while the patient holds the device, and the masked patient header appears under the document cover. You can't start Fill on this device from an archived patient chart. 1Form selected2Fill on this device - Pick one form in the Forms list. - Select Fill on this device. - Give the device to the patient when the handoff screen appears. - Ask the patient to read the form to the end. They can select Keep reading to move down the form. - If Ona shows missing required answers during review, the patient can use the Next unanswered nudge to jump to them before signing. - The patient agrees to electronic signing and draws their signature. - The patient selects Submit form. - Take the device back when the return handoff screen appears. The form changes to Submitted. If a required question is hidden by a Show if rule, it is not required. Answers typed into questions that later become hidden are not submitted. #### How does a secure link work for forms and consents? Secure links let patients complete a form or sign a consent without signing in. Forms and consents use the same review-and-sign pattern: the patient reviews the document, completes required items, agrees to electronic signing and signs. For a form link, the entry screen shows Fill in & sign form. For a consent link, it shows Review & sign consent. The link also shows the clinic name and the document's title and summary, then the patient reads or answers, agrees and signs. After completion, Ona shows a confirmation and then either a next-step card or a portal action: - Form submitted means the answers were delivered to the clinic. - Consent signed means the signed consent was delivered to the clinic. - If there is another open item, Ona shows a card for it so the patient can continue. - If there is nothing else to do, Ona shows Sign in to your patient portal. If the link cannot be used, the patient sees a secure-link status page instead of the form or consent. #### How do I review a submitted form? In the patient chart on Forms, open a submitted form to review what the patient sent. Submitted forms are read-only in the completion view. - Select the submitted form row. - Review the answers and submitted date. - Review the signature and completion details when they are present. 1Submitted2Form row3Signature and completion details The Submitted badge (1) marks the row as finished, the Form row (2) is the submitted item you open, and Signature and completion details (3) show the evidence captured with the submission. Submitted forms show Submitted. Pending forms show Pending until the patient completes and signs them. If linked records are present, open the Records tab to see source history sections with the linked records. Those sections can include diagnoses, observations, allergies, medications and supplements. #### How do I copy a link, resend, send now, cancel or archive a form? In the patient chart on Forms, use the form row actions when you need a completion link, a form needs follow-up or a form should be removed from the active list. On an archived patient chart, the row actions are disabled. 1Form actions2Resend link3Archive The Form actions menu (1) holds the follow-up actions for that row. Resend link (2) sends a fresh completion link, and Archive (3) hides the form from the active list. - Find the form in the patient's Forms list. - Open Form actions at the end of the row. - Select Copy link for a pending form with an active link. - Select Resend link for a pending form when the patient needs a fresh link. - Select Send now for a scheduled form that should go out before its scheduled time. - Select Cancel for a scheduled form that should not be sent, then select Cancel form. Select Keep scheduled to leave it scheduled. - Select Archive to hide a form from the active list, then confirm with Archive. Copy link is shown only for pending forms whose link has not expired. Resend link is not shown for submitted forms. Send now and Cancel are shown only for scheduled forms. A canceled scheduled form stays in the list as canceled. Archived forms are hidden from the active list. #### What can't I do here? Open a patient chart (in the left sidebar, click Patients, then click the patient's name) and click Forms. Form completion has these limits: - You cannot use Fill on this device for more than one form at a time. - You cannot use Fill on this device from an archived patient chart. - You cannot resend a form that is already Submitted. - You cannot copy a link from the row actions after the form link has expired. - You cannot edit answers in the submitted completion view. - You cannot complete a used one-time link again. - You cannot cancel a form from the row actions unless it is scheduled. - When you complete a form in person, missing required answers are handled during review and can be jumped to before signing. #### Common questions #### Can I send multiple forms at once? Yes. Select more than one form in the Add forms dialog and use the send method. In-person completion stays single-form because you hand the device to the patient for one document. #### Does the patient need a portal account to use a secure form link? No. The patient opens the secure link without signing in. After they finish, they may see another item to do or a Sign in to your patient portal action. #### Why is Fill on this device disabled? Fill on this device is available only when exactly one form is selected and the dialog is busy. #### What happens if a required question is hidden? Hidden questions do not block submission. Only required questions that are currently visible must be answered. #### Can I reuse a completed form link? No. After the patient submits a form or signs a consent, the one-time link is used and cannot be opened again. Related guides Sending forms and consents to patientsSend forms and consents to patients, schedule form sends, fill a form in the clinic, resend links, cancel scheduled forms, and share one-time completion links when a patient cannot be notified.9 min readBuilding formsCreate form templates, import starting points, add questions and conditional sections, and send forms for patients to complete and sign.9 min readBuilding consent formsCreate consent templates with formatted text and checkboxes, browse ready-made templates from the library, use AI to draft from a blank page or PDF, and send consents for patient signature.12 min readBuilding self-scoring screening formsTurn a form into a screener by assigning point values, severity bands and risk flags. Send the form to a patient or complete it in person, then review the score after submission.7 min readReading assessment resultsOpen a patient interview from the chart, review its Summary, read the Conversation, and check Records linked to that interview.8 min read ### Choosing between forms and interviews - Help Center URL: https://ona.health/help/forms-vs-interviews Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Choosing between forms and interviews Understand when to use a form, a screening form, an interview, or a consent to collect patient input in Ona. Forms & consents8 min readUpdated October 22, 2026 What this explains - How forms and interviews collect different kinds of patient input - When to use a standard form, a screening form, an interview, or a consent - What the patient completes, and what your team gets back This is an orientation article for every team member. For setup steps, see Building forms, Building self-scoring screening forms, and Building interviews. Ona has more than one way to collect information before or between visits. A signed policy, a scored questionnaire, and an open-ended history are different jobs, so they should not all use the same tool. #### What are forms and interviews? Forms and interviews both collect patient input through secure links, but they behave differently. 1Library2Forms Use Library (1) to open the library area, then Forms (2) to manage form templates in the combined catalog. A form is a fixed document your practice builds. The patient sees the blocks you created, answers the visible questions, agrees to electronic signing, and signs before submitting. Form templates are managed in Forms (in the left sidebar, click Library, then click Forms), and patient forms appear in a patient's chart (in the left sidebar, click Patients, then click the patient's name, then click Forms). An interview is a conversation. The patient answers in a chat-style flow, and Ona moves through the interview steps. When the interview is complete, Ona shows Interview complete and the one-time link cannot be opened again. The quick rule: use a form when the wording, order, signature, or score matters. Use an interview when you want a conversational intake instead of a fixed document. #### When should I use a form? In the left sidebar, click Library, then click Forms. Use a form when every patient should see a controlled document and submit signed answers. Forms fit intake paperwork, policies, feedback, checklists, and any workflow where the submitted copy matters. A form can include text, single choice, multiple choice, checkbox, scale, short answer, long answer, matrix, and table blocks. You can mark questions Required, and you can use Show if to reveal a later block only after the patient gives a selected answer to an earlier choice question. Use Library (1) to open the library area, then Forms (2) to view and manage form templates. When the patient submits the form, Ona stores the answers, signature, document hash, signing time, and request details shown on the signed summary. If the template changes later, the submitted form keeps the version the patient signed. #### When should I use a screening form? On the same page, use a screening form when you need a fixed questionnaire with a score. Screening is a form setting, not a separate patient experience: the patient still fills in and signs a form. 1GAD-7 Anxiety Screening2Template actions3Send GAD-7 Anxiety Screening (1) is the scored template shown in the list. Use Template actions (2) for the template's menu, and Send (3) to send it. Scoring is available for single-choice, scale, and single-choice matrix rows. Multiple-choice questions can appear on a screening form, but they are not scoreable. Screening forms fit standardized questionnaires where the same answers should produce the same result each time. See Building self-scoring screening forms for setup details. #### When should I use an interview? On the same page, use an interview when a conversational flow is a better fit than a document. Interviews work well for open-ended histories, check-ins, goals, symptoms, and situations where a chat-style intake is easier for the patient than a form. Interviews can be sent to the patient or completed in the clinic on your device. Answer on this device is for one selected interview at a time. 1Library2Interviews Use Library (1) to open the library area, then Interviews (2) to manage interview templates. The patient sees a secure interview panel with the patient-facing title when one is set, progress through the steps, the conversation, and an input box. If the patient-facing title is left empty, the link entry panel shows no interview title. When the interview is complete, Ona shows Interview complete and the one-time link is used. Do not use an interview when the patient must review and sign a fixed document. Use a form or consent for that. #### How do forms work for patients? In the left sidebar, click Patients, then click the patient's name, then click Forms. Forms can be sent to the patient or completed in the clinic on your device. Sending supports one or more forms at once. Fill on this device is for one form at a time. Interviews can also be completed in the clinic with Answer on this device for one selected interview. 1Forms2Add forms Use Forms (1) in the patient chart to open the section, then Add forms (2) to start adding forms for the patient. A patient opening a form link sees Fill in & sign form. On that page, the cover is followed by a masked patient header. Inside the form, they must review the document to the end, answer every visible required question, and use the signing card to jump to any unanswered required questions before they can agree and sign. Questions hidden by Show if do not have to be answered while hidden, and hidden answers are not submitted. After submission, Ona shows Form submitted and confirms the answers were delivered to the clinic. The one-time link has then been used and cannot be opened again. #### Where do consents fit? On the same page, consents are separate from forms and interviews. Use a consent when the main task is agreement and signing, not collecting form answers or running a conversation. 1Library2Consents Use Library (1) to open the library area, then Consents (2) to manage consent templates. A consent link opens a signing flow with Review & sign consent. A form link opens Fill in & sign form. If the patient needs to answer questions and sign, use a form. If they need to agree to a consent document, use a consent. See Building consents. #### What are the limits? On the forms page, forms do not behave like interviews. They do not run a chat, and they only show conditional sections you configure with Show if. When a required answer is still missing, the form highlights it and the signing card can take the patient to the next unanswered question. 1Forms2Interviews3Search forms Use Forms (1) and Interviews (2) in the left sidebar to switch between template types, and use Search forms (3) to find a form template. Interviews do not replace signed forms. They complete as a conversation and do not use the form signing steps. Answer on this device is for one selected interview at a time. A secure link may show that it is already used, expired, revoked, unavailable, or invalid. If the patient still needs to complete the item, send or share a fresh link. #### Common questions #### Do forms always need a signature? Yes. The form completion flow ends with electronic signature consent and a drawn signature before Submit form becomes available. #### Can I send several forms at once? Yes. In the left sidebar, click Patients, then click the patient's name, then click Forms. You can pick one or more forms to send. When you send several forms, Ona sends one email listing every form, and a text for each. If Ona cannot notify the patient, the share step lets your team use Create link to copy completion links. #### Can the patient complete a form or interview in the clinic? Yes. In the left sidebar, click Patients, then click the patient's name, then click Forms. Choose Fill on this device for one selected form, or use the patient's Interviews section and choose Answer on this device for one selected interview. Ona shows handoff screens so the patient can complete the document, then return the device to your team. #### Are hidden required questions still required? No. A required question only blocks submission while it is visible. If Show if hides it, the patient does not need to answer it. #### Is a screening form the same as an interview? No. A screening form is still a signed form, with scoring added to supported questions. An interview is a chat-style flow. Related guides Building formsCreate form templates, import starting points, add questions and conditional sections, and send forms for patients to complete and sign.9 min readBuilding self-scoring screening formsTurn a form into a screener by assigning point values, severity bands and risk flags. Send the form to a patient or complete it in person, then review the score after submission.7 min readBuilding interviewsBuild conversational interviews from steps and subjects, import from the template library, and attach them to services so a structured history arrives before the visit.10 min readBuilding consent formsCreate consent templates with formatted text and checkboxes, browse ready-made templates from the library, use AI to draft from a blank page or PDF, and send consents for patient signature.12 min readSending forms and consents to patientsSend forms and consents to patients, schedule form sends, fill a form in the clinic, resend links, cancel scheduled forms, and share one-time completion links when a patient cannot be notified.9 min read ### The omnichannel inbox - Help Center URL: https://ona.health/help/omnichannel-messaging Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### The omnichannel inbox Understand how Ona brings patient, lead, external contact, and team conversations into one inbox across secure messages, SMS, email, groups, and internal notes. Communication10 min readUpdated October 19, 2026 What this explains - How the omnichannel inbox organizes messages by person and channel, including recorded patient notification cards and the collapsible Spam section - What you can do from Contacts, Mentions, the Unread filter, Mark all as read, the Spam controls, and the keyboard shortcuts help - How internal notes, access, unread counts, archiving, spam, and external contacts work - Where patient chart messaging fits with the main inbox You’ll need: an active owner, admin, staff, or doctor account. The omnichannel inbox is Ona’s staff workspace for conversations. It brings patient, lead, external contact, and team conversations into one place, and you can also open a patient-specific chat from a patient’s chart. Channel setup is separate from day-to-day messaging. Owners and admins manage communication settings; see Setting up your channels. #### What is the omnichannel inbox? The omnichannel inbox keeps communication organized around the person you are helping, instead of the channel they used. A patient, lead, or external contact can text, email, or start a group chat, and the inbox keeps the conversation history together so your team can read the context before replying. Recorded patient notifications also appear in these threads as their own cards. 1Threads2Contacts3Mentions4Search and filters5Create a group Use Threads (1) to review the main inbox list, where conversations and person-level rows appear with the newest activity first. Use Contacts (2) to start from a patient, lead, teammate, or external contact instead of an existing thread. Use Mentions (3) to review internal pages, and use Search and filters (4) to narrow what you see. Use Create a group (5) to start a new group conversation. The inbox supports these conversation types: Conversation type What it is for Secure message Portal messaging with a patient. SMS Two-way text messaging when SMS is enabled. Email Two-way email when inbox email is enabled. Note Team-only notes connected to a patient or teammate. Group Named multi-party conversations with team members, and optionally patients. Fax documents are not part of the omnichannel inbox. They live in the fax workflow instead. #### When should I use the omnichannel inbox? Use the omnichannel inbox when you need the full communication picture: recent conversations, unread messages, mentions, external contacts, lead conversations, groups, and channel switching. Use the patient chat page when you are already in a patient chart and want to message that patient. The patient chat page uses the patient’s name, phone number, and email from the chart, and respects whether SMS and email are enabled for your practice. Use channel-specific articles when you need setup or delivery details: Texting and emailing patients, Internal notes and mentions, and Group chats. #### How does the omnichannel inbox work? In the left sidebar, click Omnichannel (1). On desktop, the inbox shows the conversation list with Contacts and a New conversation action in the header, plus the filter row below it. On mobile, the inbox uses a page header with the same actions and keeps Mentions in the filter row. 1Omnichannel Use Threads (1) to work the inbox list, Contacts (2) to open a person first, Mentions (3) to review pages, Search and filters (4) to narrow the list, and Create a group (5) to start a group conversation. Threads is the working list. It shows conversations and person-level rows, with the newest activity first. A row shows the latest channel, a preview, a relative time, an unread badge, and sometimes a Spam badge. Threads can also show recorded patient notification cards in the conversation history. Contacts is where you start from a person instead of an existing thread. Selecting a patient, lead, teammate, or external contact can open a draft conversation. A draft does not become a real conversation until you send the first message. Groups are different: they are created through Create a group. Mentions collects internal messages where someone has paged you. Open Mentions from the filter row to review them. The badge on Mentions shows unresolved mentions. Opening a mention takes you to the conversation, and Resolve mention clears the open mention for that conversation. #### Channels stay separate, but the person stays central After you select a person or contact, Ona shows the available channels for that conversation. Switching channels changes the transcript you are reading without losing the rest of the person's context. For example, you can review a patient message and then open email for an attachment. 1Channel tabs2Selected person3Message composer Use Channel tabs (1) to switch between the conversation’s available channels. Use Selected person (2) to keep the thread’s person in view while you change channels. Use Message composer (3) to write the next message for the open channel. Some channels depend on setup or contact details. SMS needs SMS to be enabled and a phone number. Email needs inbox email to be enabled and an email address. SMS in the composer is photo-only. Voice notes are not available there. Attachments are allowed on email, secure messages, group chats, and internal notes. #### Messages can be external or internal External messages go to the patient, lead, external contact, or group participants on that channel. Internal notes stay inside Ona for your team. Internal messages are shown with an amber style so they are not confused with sent patient messages. 1Message bubble styles2Message actions3Internal mode Use Message bubble styles (1) to tell sent messages from team-only notes. Use Message actions (2) to open the controls for the selected message. Use Internal mode (3) to switch the composer into team-only note mode. Internal notes can include @mentions. Mentions create entries in Mentions for the teammate who was paged. See Internal notes and mentions. #### Conversations can be restricted A conversation can be open to the team or restricted to selected members. Use Manage access from the conversation menu to review or change membership. Restricted conversations show a lock in the list. 1Open2Restricted3Members list Use Open (1) to keep the conversation available to the team. Use Restricted (2) to limit it to selected members. Use Members list (3) to see who has access to the conversation. Group conversations are managed separately from one-to-one patient conversations. For details, see Group chats. #### Archiving keeps the inbox focused Archiving moves a conversation or channel out of the active inbox without deleting its history. Use the archive control on a row or channel to archive it, and use the restore control to bring it back. The inbox also keeps a separate Spam section after Archived for numbers that have been marked as spam. 1Archive conversation2Archive channel Archive conversation (1) moves the thread out of the active inbox. Archive channel (2) moves the selected channel out of the active inbox. New activity brings archived conversations back into the active inbox. For example, if a patient sends a new message or a new recorded notification appears, the conversation returns with the latest activity and unread count. #### Unread counts follow attention, not every event Unread badges appear on conversation rows and on Mentions. Use the Unread toggle in the filter row to show only conversations with unread activity, and use Mark all as read to clear the unread state for the inbox. If you already have a conversation open, new messages in that conversation are marked read instead of adding to your unread count. 1Unread badge2Mentions3Archived thread returns Use the Unread badge (1) to spot conversations with unread activity. Use the Mentions (2) to see how many unresolved mentions you have. Use Archived thread returns (3) to identify patient notification cards that count as activity in the thread list. Recorded patient notification cards also count as activity in the thread list. They can bring an archived conversation back into view and update the unread count when they need staff attention. #### What are the limitations of the omnichannel inbox? Doctors use the inbox within the part of the dashboard available to them. Patient deep links can open a patient conversation directly in Omnichannel instead of selecting the first inbox row. Lead deep links are available to owners, admins, and staff; doctors’ dashboards are scoped to their own patients. Call conversations are not part of the inbox workspace. If replying is unavailable on an SMS or email thread, the composer is replaced with a read-only notice instead. Only owners, admins, and staff can mark SMS and call threads as spam. Spam controls show in the conversation header for those channels, and spammed numbers move to the Spam section where their texts stay visible and their calls are rejected. Clinicians do not have that spam action. Replying to a specific message and unsending a message depend on the message and channel. Messages that already left Ona through external channels are not handled the same way as internal or portal-only messages. Unread state can also be changed from the row hover action and the conversation menu, where Mark as read and Mark as unread appear when they apply. #### Common questions #### Can I start a message before a conversation exists? Yes. Selecting a patient, lead, teammate, or external contact can open a draft. The conversation is created when you send the first message, so empty drafts do not clutter the inbox. #### Can I schedule a message? Yes. Scheduled items appear on the conversation header as a scheduled count, and you can jump to them from there. If you cancel a scheduled message, it will not be sent and the text is discarded. #### What do patients see? Patients do not see the staff inbox structure, internal notes, mentions, or recorded patient notification cards. In the portal, they see their own chat experience rather than the staff channel workspace. The patient portal Chats page shows a patient-facing conversation with the care team. #### Why did a conversation disappear from my inbox? It may have been archived, moved to Spam, or you may no longer have access to a restricted conversation. A thread can also look different when reply is unavailable and the composer is replaced with a read-only notice. #### Where do leads fit? Lead conversations are part of the operational inbox. Owners, admins, and staff can work lead conversations; doctors are scoped to their own patients. See Managing leads. #### What happens when a number is marked as spam? Its SMS and call threads move to Spam. New texts stay there, and calls from that number are rejected. Related guides Setting up your channelsProvision your practice phone number, inbox email address, phone calling, call answering, voicemail settings, and spam number list from Omnichannel settings.10 min readTexting and emailing patientsSend SMS, email and portal messages from Chats or a patient's chart. Schedule messages, manage scheduled items, unsend eligible messages, and keep internal notes separate from patient communication.10 min readInternal notes and mentionsUse internal messages, mentions and notes in the omnichannel inbox to coordinate with your team without sending those details to the patient.7 min readGroup chats and team conversationsCreate and work with group conversations in the omnichannel inbox. Find group chats, rename them, manage access, follow mentions, and use message actions that are available for in-app messages.8 min readManaging leads and converting them to patientsTrack prospective patients in Leads, assign follow-ups, log activity, export matching leads as CSV, and convert qualified leads into patient records.8 min read ### Texting and emailing patients - Help Center URL: https://ona.health/help/texting-and-emailing-patients Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Texting and emailing patients Send SMS, email and portal messages from Chats or a patient's chart. Schedule messages, manage scheduled items, unsend eligible messages, and keep internal notes separate from patient communication. Communication10 min readUpdated October 19, 2026 What you can do here - Send SMS, email and portal messages from the omnichannel inbox - Open a patient's messages from the patient's chart - Add attachments and view files patients send back - Schedule messages, manage scheduled items and cancel them before they send - Use Unread and Mark all as read in the inbox, or mark a row read or unread from its menu - Unsend eligible portal messages and internal notes - Switch to an internal note so the patient does not receive the message You’ll need: SMS and Email must be set up before those channels appear. Use Omnichannel for day-to-day patient communication. In the left sidebar, click Omnichannel under Communication to open the inbox. You can also open a patient's chart from the left sidebar by clicking Patients, clicking the patient's name, then under Communication, clicking Omnichannel. A patient can have separate channel tabs for SMS, Email and portal messages, and some threads can also open from Contacts when you're messaging an external contact. The composer keeps the channel you last used on that conversation. In some cases, the composer is replaced by a notice instead of an input box. The inbox can also show a Spam section for marked numbers. For the full inbox layout, see The omnichannel inbox. #### How do I text or email a patient from Chats? In the left sidebar, click Omnichannel under Communication to open the inbox. Use SMS for short updates, Email for longer messages or attachments, and the portal message channel for messages the patient reads in the portal. You can also open Contacts and select an external contact when the conversation is with someone outside the patient's chart. If the patient opted out of texts or the thread no longer matches the patient's current profile, you may see a notice instead of the composer. SMS now shows a live counter with a tooltip, and the limit can change when the text includes Unicode characters. 1SMS conversation2Conversation list3Message composer4Attach files Use the SMS conversation (1) to work in the open thread, the Conversation list (2) to choose a thread, the Message composer (3) to write your message, and Attach files (4) to add files before you send. - In the left sidebar, click Omnichannel under Communication. - Select a conversation from the conversation list (2), or open Contacts and select the patient or external contact. - Choose SMS, Email or the portal message channel from the channel tabs (3). - For a new email conversation, review the subject before sending. - Write the message in the composer (4). - Add photos for SMS, or attachments if you are sending email. - Send the message. The message appears in the selected channel. Replies arrive in the same channel and update the conversation list. #### How do I send a message from a patient's chart? In the left sidebar, click Patients, then click the patient's name. In the patient sidebar, under Communication, click Omnichannel. The chart uses the patient's current phone number or email, not an older thread value. 1Patients2Omnichannel Use Patients (1) to open the chart from the left sidebar, then Omnichannel (2) in the patient sidebar to open that patient's messages. - In the left sidebar, click Patients, then click the patient's name. - In the patient sidebar, under Communication, click Omnichannel. - Choose the channel you want to use. - Write the message. - Add photos for SMS, or attachments if needed for email. The chart and the main inbox use the same patient conversation, so your team can see messages sent from either place. Eligible SMS and call threads also open Conversation menu, where you can choose Mark as spam or Not spam. #### How do I work with scheduled messages? In the left sidebar, click Omnichannel under Communication, then open the conversation that has the scheduled item. Use scheduling when a message or internal note should go out later. If you schedule from a new conversation, Ona creates the conversation before the scheduled item sends. When a conversation has scheduled items, the header shows a count such as 1 scheduled. Select that count to jump to the scheduled section. Scheduled items include pending and failed scheduled messages, with the soonest one first. From the scheduled section, you can edit a scheduled item, send it now or cancel it. If you cancel, Ona asks you to confirm. - In the left sidebar, click Omnichannel under Communication, then open the conversation that has the scheduled item. - Select the scheduled count in the header. - Open the scheduled item's controls. - Choose the cancel action. - In the confirmation dialog, select Cancel message. Canceling a scheduled message discards its text and it will not be sent. Select Keep it if you opened the confirmation by mistake. Copy text before canceling Canceling a scheduled message discards the text. Copy it first if you want to reuse it. #### How do I unsend a message? In the left sidebar, click Omnichannel under Communication, then open the conversation. Or, in the left sidebar, click Patients, click the patient's name, then under Communication, click Omnichannel. Use Unsend when you need to remove an eligible message from a conversation. Unsend is available for messages that have not left Ona, such as portal messages and internal notes. 1Message actions2Unsend Open Message actions (1) on the message, then choose Unsend (2) to remove an eligible message. - In the left sidebar, click Omnichannel under Communication, then open the conversation. Or, in the left sidebar, click Patients, click the patient's name, then under Communication, click Omnichannel. - Find the message you sent. - Open Message actions on the message. - Select Unsend. - Confirm the dialog. The message is removed from the conversation. If another message quoted it, the quote changes to Original message was deleted. #### How do I change an email subject? In the left sidebar, click Omnichannel under Communication, then open the email conversation. Use Edit subject when an email thread needs a clearer subject line. Email conversations show the subject in the conversation header. - In the left sidebar, click Omnichannel under Communication, then open the email conversation. - Open Conversation menu. - Select Edit subject. - Update Email subject. - Select Save. The updated subject is saved on the email conversation. Email subjects can be up to 255 characters. #### How do I keep a note internal? In the left sidebar, click Omnichannel under Communication, then open a conversation. Use internal mode in the composer when the message is for your team, not the patient. Internal notes stay visible to team members in the conversation and are not sent by SMS, email or portal message. 1Message composer mode2Internal3Team-only message Use the Message composer mode (1) to switch the composer, choose Internal (2) for a team-only note, and write the Team-only message (3) that the patient does not receive. Internal notes use a different color from patient-facing messages. Use them for handoffs, reminders and teammate mentions. The composer keeps the internal or external mode you were already using on that conversation. For more detail, see Internal notes and mentions. #### What can't I do here? In the left sidebar, click Omnichannel under Communication. Or open a patient's chart from the left sidebar by clicking Patients, clicking the patient's name, then under Communication, clicking Omnichannel. Messaging is limited in these ways: - SMS appears only when SMS is enabled for your organization. - Email appears only when email is enabled for your organization. - You cannot reply when the patient has opted out of SMS or when the thread contact no longer matches the patient's current profile. - You cannot unsend SMS, Email, call cards, system messages or messages that are still sending. - Marking an eligible SMS or call conversation as spam moves it to Spam. - You can only unsend eligible messages that you sent. - Canceling a scheduled message discards its text. - A new email conversation needs a subject. Use Edit subject if it needs to change later. - SMS attachments are photos only. Use email for other file types. - Use Unread to filter the inbox, Mark all as read to clear every unread conversation, and a conversation menu or row actions to mark a row read or unread. To set up SMS or Email, see Setting up your channels. #### Common questions #### Where do patient replies appear? Replies appear in the same conversation and channel where the message was sent. If the conversation is open, Ona marks new messages in that thread as read while you are viewing it. #### Can I attach files to a message? Yes. Email messages can include attachments. SMS supports photos only. Images open inline, audio attachments play in the conversation, and file attachments can be opened from the message. #### Can I use portal messaging instead of SMS or Email? Yes. Use the portal message channel for messages that should stay inside Ona. Patients read portal messages in their portal chat. #### Why can't I see SMS or Email? Those channels appear only after they are enabled for your organization. A message can also become read-only when the patient has opted out of SMS or when the thread contact no longer matches the patient's current profile. An owner or admin can review channel setup in Setting up your channels. #### Can I schedule an internal note? Yes. Scheduled items can be patient-facing messages or internal notes. A scheduled note is canceled the same way as a scheduled message. #### How do I mark a conversation read or unread? Use Unread to filter the inbox, or open the conversation menu or a row action and choose Mark as read or Mark as unread. Use Mark all as read when you want to clear the inbox in one step. #### What happens when I mark a number as spam? Eligible SMS and call conversations move to Spam. You can bring them back with Not spam in the conversation menu, and the inbox moves them back to the normal flow. Related guides The omnichannel inboxUnderstand how Ona brings patient, lead, external contact, and team conversations into one inbox across secure messages, SMS, email, groups, and internal notes.10 min readSetting up your channelsProvision your practice phone number, inbox email address, phone calling, call answering, voicemail settings, and spam number list from Omnichannel settings.10 min readInternal notes and mentionsUse internal messages, mentions and notes in the omnichannel inbox to coordinate with your team without sending those details to the patient.7 min readNotifications and remindersSet practice-wide email and SMS notification defaults, choose when visit intake is sent and when patients are reminded to finish it, schedule visit reminders, and edit notification message templates. Manage your own bell notifications from the same page.10 min readWhat patients see in the portalUnderstand the patient-facing portal and public Welcome page so your team can answer questions about visits, forms, records, shared files, care plans, messaging and payments.13 min read ### Group chats and team conversations - Help Center URL: https://ona.health/help/group-chats Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Group chats and team conversations Create and work with group conversations in the omnichannel inbox. Find group chats, rename them, manage access, follow mentions, and use message actions that are available for in-app messages. Communication8 min readUpdated October 15, 2026 What you can do here - Create group conversations for people who need access to the same thread - Find group chats in the omnichannel inbox with your other conversations - Rename a group and manage who can see it - Use the Mentions control to find conversations where someone paged you - Reply to, copy or unsend eligible in-app messages You’ll need: any active team role: Owner, Admin, Staff or Doctor. Group chats live in Omnichannel inbox. In the left sidebar, under Communication, click Omnichannel to use them when a conversation needs more than a one-to-one thread, or when a patient-related team discussion should stay with the rest of your messaging history. #### How do I find group chats in the omnichannel inbox? In the left sidebar, under Communication, click Omnichannel to open Omnichannel inbox and find group chats alongside your other conversations. 1Omnichannel Use Omnichannel (1) to open the inbox, and use Search conversations (2) to find the group conversation you want. - In the left sidebar, under Communication, click Omnichannel to open Omnichannel inbox. - Use Search conversations to find the group conversation you want. - Select the group conversation to open it. The group opens in the conversation panel. The header shows the group name and, when present, counts of included members and patients. On smaller screens, the inbox uses the page header and action buttons instead of tabs. Use Contacts to open the directory, New to start a conversation, and Search conversations and the filters to find the group you want. #### How do I create a group chat? In the left sidebar, under Communication, click Omnichannel to open the inbox. Use New to start a conversation, then choose New group when you want several people in the same thread. Groups are restricted conversations, so only people with access see them. 1New2New group Use Omnichannel (1) to open the inbox, and use Create a group (2) to start a new group conversation. 1Group name2Search people3Create group Use Group name (1) to name the conversation, Search people (2) to find members, and Create group (3) when the group is ready. - In the left sidebar, under Communication, click Omnichannel. - Select New. - Select New group. - Complete the group details and choose the people who should have access. - Select Create group. The new group opens as a conversation. Messages sent in the group stay in that group thread. #### How do I rename a group chat? In the left sidebar, under Communication, click Omnichannel to rename a group from Omnichannel inbox when the current name is no longer clear. A group name cannot be blank. 1Group name2Cancel3Save - In the left sidebar, under Communication, click Omnichannel, then select the group conversation. - Open Conversation menu in the header. - Select Rename group. - Edit Group name. - Select Save. The new name appears in the conversation header and in the thread list. #### How do I change who has access to a group chat? In the left sidebar, under Communication, click Omnichannel to use Manage access from Omnichannel inbox when a group needs a different set of participants. - Select Manage access. - Update who should have access in the dialog. 1Search people2On this conversation3Add members Use Search people (1) to find people, On this conversation (2) to review the current members, and Add members (3) to add someone to the group. People who are added can see the group. People who are removed lose access to the group conversation. #### How do I use mentions in group chats and team conversations? In the left sidebar, under Communication, click Omnichannel to use Mentions and find conversations where someone paged you. 1Omnichannel2Mentions Use Omnichannel (1) to open the inbox, then use Mentions (2) to filter to conversations where someone mentioned you. 1Mentions2Mentioned conversation Use Mentions (1) to review your mention list, and use the Mentioned conversation (2) to open the thread that needs your attention. - Select Mentions. - Select the mention to open the conversation. - Read the message and reply if needed. - Select Resolve mention in the header. Resolving the mention removes it from your unresolved mentions list. If a thread has more than one unresolved mention for you, the header shows the number of mentions to resolve. For more detail, see Mentioning teammates. #### How do I work with messages in a group chat? In the left sidebar, under Communication, click Omnichannel to use message actions in Omnichannel inbox when you need to respond to a specific in-app message or clean up one you sent. - Hover over a message in the group conversation. - Select Reply to quote that message in your next response. - Open Message actions and select Copy to copy the message text. - Open Message actions and select Unsend when you need to remove an eligible message you sent. Replies show the quoted message above your response. If the original message is later deleted, the quote shows that the original message was deleted. #### How do I open patient conversations from a patient chart? In the left sidebar, click Patients, then click the patient's name to open Patients → Omnichannel when you are already working in a patient chart and need that patient’s messaging history. 1Patients2Omnichannel Use Patients (1) to open the chart, then use Omnichannel (2) in the patient chart sidebar to work with that patient’s messages. - In the left sidebar, click Patients, then click the patient's name to open the patient chart. - Select Omnichannel in the patient chart sidebar. - Use the patient chat card to work with that patient’s messages. The patient chat uses the same messaging system as the omnichannel inbox. Use Omnichannel inbox to browse all group and team conversations. #### What can't I do in group chats? In Omnichannel inbox (in the left sidebar, under Communication, click Omnichannel), group chats and team conversations have these limits: - You cannot save a group with a blank Group name. - You cannot create a group by opening a one-person draft conversation. Use Create a group. - Message actions do not apply to system lines or call cards. - Unsend is only offered for eligible in-app messages you sent, not for messages that already left Ona through external channels. #### Common questions #### Who can use group chats? Owners, admins, staff and doctors can use group chats from the omnichannel inbox by clicking Omnichannel in the left sidebar, under Communication. #### Are group chats the same as SMS or email? No. A group chat is an in-app conversation. SMS and email are separate channels in the omnichannel inbox. #### Can patients be part of a group chat? Group headers can show a patient count when patients are included. Add only the people who should have access to that group. #### How do I know whether a group has unread messages? Unread group conversations show an unread count in the thread list. Opening the conversation marks it read. #### Can I archive a group chat? Yes. Conversation rows include archive and restore controls. Restoring a conversation moves it back to the inbox. Related guides The omnichannel inboxUnderstand how Ona brings patient, lead, external contact, and team conversations into one inbox across secure messages, SMS, email, groups, and internal notes.10 min readInternal notes and mentionsUse internal messages, mentions and notes in the omnichannel inbox to coordinate with your team without sending those details to the patient.7 min readMentioning teammatesType @ to tag a colleague in a note, task, or lead - they get an in-app notification that takes them straight to what you wrote.3 min readNotifications and remindersSet practice-wide email and SMS notification defaults, choose when visit intake is sent and when patients are reminded to finish it, schedule visit reminders, and edit notification message templates. Manage your own bell notifications from the same page.10 min read ### Phone calls - Help Center URL: https://ona.health/help/phone-calls Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Phone calls Place calls from Ona, answer inbound calls in the browser, and review call cards with AI summaries, recordings, transcripts, and outcomes in the conversation. Communication8 min readUpdated October 15, 2026 What you can do here - Call a patient or lead from Ona in your browser or by ringing your own phone first - Answer inbound calls from the call dock while Ona is open - See each call as a card in the conversation, with its status, outcome, summary and processing states - Open a call card to review call details, summaries, recordings and transcripts when available - Know why a call control is disabled and what to fix You’ll need: phone calls enabled in Settings → Omnichannel. To use From my phone, you need a valid phone number for Ona to call first. Phone calls appear alongside other conversation activity. Use Omnichannel → Calls to review call activity, or open a patient or lead conversation to place a call and see that person's call history. #### How do I place a phone call from Ona? In the left sidebar, click Omnichannel to review call activity, or open a patient or lead conversation to place a call and log it with that person. 1Omnichannel2Call list item Start a call from a patient or lead conversation when you want the call logged with that person. Ona can call through your browser, or it can ring your phone first and connect the patient after you answer. - For a patient, in the left sidebar, click Patients, then click the patient's name and open Omnichannel. For a lead, in the left sidebar, click Leads, then click the lead and open the conversation. - Select Call. - Choose In browser to use your computer's microphone and speakers, or From my phone to have Ona call your phone first. - If you choose From my phone, review Your phone number and change it for this call if needed. The call dock appears at the bottom of Ona on desktop. On mobile, it appears as a full-width bar above the tab bar. It shows the person's name or number, the current call status and the controls available for that call. For browser calls, your browser may ask for microphone access before Ona dials. If microphone access is denied, no microphone is found, or another app is using it, the call fails and the dock shows the reason. #### How do I use the call dock during a phone call? On the same page, the call dock stays at the bottom of Ona on desktop and becomes a full-width bar above the tab bar on mobile while the call is dialing, ringing or active, so you can move around the dashboard during the call. Use the dock to: - Select the displayed name or number to open the patient page when Ona has a linked patient. - Select Mute or Unmute on browser calls. - Select Hang up to end a live call. - Select Dismiss after a call has ended or failed. For From my phone calls, the dock shows via your phone while the call is live. Mute controls appear only for browser calls. #### How do I answer an inbound phone call? In the left sidebar, click Dashboard or Omnichannel and keep Ona open while you are available to answer calls. When an inbound call rings your browser, Ona shows a call dock at the bottom of the screen on desktop and as a full-width bar above the tab bar on mobile. The dock shows Incoming call or Transferred by AI, plus the caller's name when Ona can identify it, or the caller's phone number when it cannot. - Keep Ona open while you are available to answer calls. - When the incoming call dock appears, check the caller name or number. - Select Answer to take the call in your browser. - Select Decline if you cannot take it. - Select Hang up when the call is finished. If you are already on a live call, this browser will not take another inbound call. Other available team members can still receive the ring. #### How do I review a phone call recording or transcript? In the left sidebar, click Omnichannel, then open Calls, or open the person's conversation: for a patient, click Patients, then click the patient's name and open Omnichannel; for a lead, click Leads, then click the lead and open the conversation. Recordings, transcripts and summaries appear only when they are available for that call. AI-transferred calls can also show the transfer reason, and the call card can use the AI hand-off tile when the call was transferred by AI receptionist. Use Omnichannel (1) in the left sidebar, then Calls tab (2) above the call list, to review call activity. 1Omnichannel2Calls tab The call details panel shows the call outcome, contact, direction, channel, AI transfer reason, duration, summary, recording player and transcript. - Open the call list or the patient or lead conversation. - Select the call card. - Review Contact, Direction, Channel, Transferred by AI receptionist when shown, Answered on, Duration or Message length, Outcome, and Summary. - In Summary, read the AI summary when it is ready. - In Recording, play the call. - In Transcript, select a transcript line to play the recording from that point. If a call has no recording, transcript or summary, the details panel says No recording or transcript for this call. If there is no transcript content, it says No transcript available. #### What do phone call outcomes mean? In Omnichannel → Calls or in a conversation, call cards use the outcome to show what happened. The call card and details panel also show the AI summary and processing states for recording, transcript and summary when they are still being prepared. 1Call card2Outcome badge3Call list item Outcome What it means Completed The call connected and ended. Answered by AI The AI receptionist answered the inbound call. Voicemail The caller left a voicemail. The duration is shown as Message length. Missed An inbound call was not answered. Spam An inbound call was rejected as spam before it rang. No answer An inbound or outbound call was not answered. Busy The called number was busy. Canceled The call was canceled before completion. Failed The call could not be completed. Ringing The call is still ringing. In progress The call is currently active or with the AI receptionist. For AI receptionist setup, see Setting up the AI Receptionist. For phone channel setup, see Setting up your channels. #### What can't I do with phone calls? In Omnichannel → Calls, phone calls are available to every team member after owners or admins set up the phone channel, but some actions are limited. 1Call list item2Disabled call tab - You cannot place a call when the person has No phone number on file. - You cannot start a second call while one is live. Finish the current call first. - You cannot call in the browser until browser calling is ready for your clinic. - Call controls in the omnichannel chat experience may not appear when phone calls are not enabled for your clinic. - You cannot use From my phone without a valid phone number for Ona to call first. - You cannot mute a From my phone call from Ona. Mute controls appear only for browser calls. - On mobile, the call dock appears as a full-width bar above the tab bar while a call is active. - Owners and admins configure phone calls in Settings → Omnichannel. Staff and clinicians can use calls after setup, but they do not have Settings access. #### Common questions #### Why is the Call button disabled? In Omnichannel → Calls or in a conversation, a call control may be disabled when there is no phone number on file, browser calling is not ready, you do not have a valid phone number for From my phone, or you already have a live call. If phone calls are not set up for your clinic, the call form says Phone calls aren't set up for your clinic yet. #### What is the difference between In browser and From my phone? In browser uses your computer's microphone and speakers. From my phone rings your phone first, then connects the patient after you answer. #### Can I change the phone number used for From my phone? Yes. In the call form, choose From my phone and edit Your phone number for that call. The per-call number is used for that call only. #### Where do recordings and transcripts appear? Open the call card in Omnichannel → Calls or in the person's conversation. The details panel shows Recording, Transcript, and Summary when they are available. #### Why don't I see a transcript? A call may not have a transcript available. When you open the call card in Omnichannel → Calls or in the person's conversation and Ona has no transcript content for the call, the details panel shows No transcript available. Related guides Setting up your channelsProvision your practice phone number, inbox email address, phone calling, call answering, voicemail settings, and spam number list from Omnichannel settings.10 min readThe omnichannel inboxUnderstand how Ona brings patient, lead, external contact, and team conversations into one inbox across secure messages, SMS, email, groups, and internal notes.10 min readSetting up the AI ReceptionistEnable the AI Receptionist, choose how new callers are handled, add call instructions, manage knowledge files, and tag visits the receptionist books.13 min readNotifications and remindersSet practice-wide email and SMS notification defaults, choose when visit intake is sent and when patients are reminded to finish it, schedule visit reminders, and edit notification message templates. Manage your own bell notifications from the same page.10 min read ### Internal notes and mentions - Help Center URL: https://ona.health/help/internal-notes-and-mentions Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Internal notes and mentions Use internal messages, mentions and notes in the omnichannel inbox to coordinate with your team without sending those details to the patient. Communication7 min readUpdated October 15, 2026 What you can do here - Send internal messages that stay visible to your team only - Mention a teammate in a conversation and find mentions assigned to you - Resolve mentions after they are handled - Create a note from the patient chat or from a message you are already writing - Rename, resolve and reopen notes You’ll need: an active team member account. Owners, admins, staff and clinicians can use internal notes and mentions. Use internal messages when your team needs context inside the omnichannel inbox but the patient or contact should not receive it. In the left sidebar, click Omnichannel to work from the inbox, or click Patients, click the patient's name, then click Omnichannel in the patient chart. Internal messages appear in the conversation for your team. They use the internal note style and are not sent to the patient or contact. #### How do I send an internal message? Use an internal message when you need to add team-only context to a conversation. - In the left sidebar, click Omnichannel. Then select the conversation. To work from a patient chart instead, click Patients, click the patient's name, then click Omnichannel in the patient chart. - Switch Message / Internal to Internal (4). - Write the note for your team. - Send the message. 1Internal2Compose your note3Add note Use Internal (1) to switch the composer to an internal note. Use Compose your note (2) to write the team-only message before you send it. Use Add note (3) to add the note to the conversation. The message is added to the conversation as an internal note. The patient or contact does not receive it. #### How do I mention a teammate in a conversation? Mention a teammate when a specific person needs to review or act on a message. - Switch to Internal if the message should be team-only. - Type @. - Choose the teammate. - Finish the message and send it. 1Message / Internal2Type @ to mention Use Message / Internal (1) to keep the message team-only. Use Type @ to mention (2) to insert the teammate you want to loop in. The teammate's name appears in the message. The mention appears in that teammate's Mentions list. If the conversation is restricted, Ona may ask you to confirm before adding someone who does not already have access. Mentioning them can make the restricted conversation visible to them. #### How do I find and resolve mentions assigned to me? In the omnichannel inbox, use Mentions in the filter row to see messages where a teammate mentioned you. 1Open2All3Mention4Resolve mention Use Mentions (1) to open the mention list. Use Open and All (2) to switch between unresolved mentions and the full list. Select a Mention (3) to open the message in its conversation, and use Resolve mention (4) when it is handled. - In the left sidebar, click Omnichannel. - In the filter row, open Mentions. - Use Open to see unresolved mentions, or All to see open and resolved mentions. - Select a mention to open the message in its conversation. - When it is handled, select Resolve mention. Resolving a mention removes it from Open. It does not delete the original message. When the open conversation has unresolved mentions for you, the conversation header can also show a resolve action for those mentions. #### How do I create a new patient note? Use a patient note when the context should live as its own internal note instead of inside a day-to-day message thread. - In the left sidebar, click Patients, click the patient's name, then click Omnichannel in the patient chart. - Open Notes. - Select New note. - Write the first note message. 1Notes2New note3Write note message4Send note Use Notes (1) to open the note area. Use Write note message (2) to draft the first entry, then use Send note (3) to create the note. The note is created only after you send the first message. Ona uses the first words of that message as the note title, so leaving before sending does not create an empty note. #### How do I start a note from a message I am already writing? Use Start a note when an internal message belongs in a separate patient note. - In the left sidebar, click Omnichannel, then select an existing conversation that is linked to a patient. - Switch Message / Internal to Internal. - Select Start a note (2). - Finish writing the note. 1Message / Internal2Start a note Use Message / Internal (1) to switch the composer to an internal note. Use Start a note (2) to turn the message into a separate patient note. Ona creates a new note with your message as its first entry. The original conversation gets a Started a note message with a link to the new note. #### How do I rename, resolve or reopen a note? Use the conversation menu on a note when the title or status needs to change. - In the left sidebar, click Omnichannel, then select the note. To work from a patient chart instead, click Patients, click the patient's name, then click Omnichannel in the patient chart. - Open the conversation menu. - Select Rename note, Resolve note or Reopen note. - If you are renaming the note, enter the new title. - Select Save. Resolving a note changes it to resolved. Reopening the note changes it back to open. #### What can't I do here? On the omnichannel inbox, internal notes and mentions have a few limits: - Start a note is available only on an existing conversation linked to a patient. It is not available on a brand-new draft or a conversation without a patient link. - A new note is not created until you send the first message. - Resolving a mention does not remove the message from the conversation. - Notes use Resolve note and Reopen note. Ordinary conversations are managed separately. #### Common questions #### Will the patient see an internal message? No. Messages sent in Internal mode are visible to your team only and are not sent to the patient or contact. #### What happens when I resolve a mention? The mention leaves your Open mentions list. The original message stays in the conversation and can still appear under All. #### Why don't I see Start a note? Start a note appears only in an existing conversation that is linked to a patient. It does not appear in a new draft or in a conversation that is not patient-linked. #### Can I change a note title later? Yes. Use Rename note from the note's conversation menu, then select Save. #### Does Ona create an empty note if I leave before sending? No. A note is created only when you send the first message. Related guides The omnichannel inboxUnderstand how Ona brings patient, lead, external contact, and team conversations into one inbox across secure messages, SMS, email, groups, and internal notes.10 min readTexting and emailing patientsSend SMS, email and portal messages from Chats or a patient's chart. Schedule messages, manage scheduled items, unsend eligible messages, and keep internal notes separate from patient communication.10 min readMentioning teammatesType @ to tag a colleague in a note, task, or lead - they get an in-app notification that takes them straight to what you wrote.3 min readNotifications and remindersSet practice-wide email and SMS notification defaults, choose when visit intake is sent and when patients are reminded to finish it, schedule visit reminders, and edit notification message templates. Manage your own bell notifications from the same page.10 min read ### Setting up your channels - Help Center URL: https://ona.health/help/omnichannel-settings Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Setting up your channels Provision your practice phone number, inbox email address, phone calling, call answering, voicemail settings, and spam number list from Omnichannel settings. Communication10 min readUpdated October 15, 2026 What you can do here - Get a local phone number for two-way SMS and phone calls - Check carrier registration for local and older toll-free numbers - Get a dedicated email address for patient and lead conversations - Enable browser and mobile phone calling - Choose who rings for inbound calls and set your voicemail greeting - Review active team members' phone numbers and edit them from the Team phone numbers section - Mark phone numbers as spam, add notes, review the saved spam list, and remove numbers from spam You’ll need: the Owner or Admin role. Every setting here applies to the whole practice. Set up practice-wide communication channels in Settings → Omnichannel. Owners and admins use this page to provision the phone number and email address used by the omnichannel inbox, manage the spam number list, then decide how inbound calls are answered. For the same page's Team phone numbers section, see the section below the calling settings. It shows each active team member's phone number, flags the practice number with a Practice number badge, and opens a member sheet when you edit a number. For the day-to-day inbox, see The omnichannel inbox. For calling from patient and lead conversations, see Phone calls. #### How do I provision a phone number? In the left sidebar, click Settings (at the bottom). In the settings menu, under Communication, click Omnichannel to get the local number your practice uses for SMS. After calling is enabled, the same number is used for phone calls. - In Phone number, select Provision number. - Choose the three-digit Area code you want to search in. - Select Provision number. When the number is provisioned, it appears in Phone number with a copy button and an Activating badge while the carrier finishes setting it up. Select Finish setup while it is still activating. Local numbers are registered with carriers for 10DLC messaging after provisioning, and the registration status appears on the page. 10DLC status What it means Registering with carriers Registration is in progress and usually completes within a few minutes. Registered The local number is registered for 10DLC messaging. Failed Registration did not complete. Review the reason and use Register now to try again. Older toll-free numbers use Toll-Free Verification instead of 10DLC. If your practice has one, the verification section shows Submit now, Resubmit, or the current carrier review status. Toll-free status Under review Your submission is being reviewed. This typically takes 5-10 business days. Carrier review The carrier is processing your verification. No action is needed. Action required Additional information is needed to complete verification. Verified The toll-free number is fully verified for messaging. Rejected Review the rejection reason and resubmit. #### How do I provision the email address? In the left sidebar, click Settings (at the bottom). In the settings menu, under Communication, click Omnichannel to create the dedicated email address your practice uses for two-way patient and lead conversations. - In Email address, select Provision email. - Wait for the address to appear. - Use the copy button if you need to share the address with your team. The address uses the @mail.ona.health domain and appears alongside SMS messaging in the omnichannel inbox. #### How do I enable phone calls? In the left sidebar, click Settings (at the bottom). In the settings menu, under Communication, click Omnichannel to turn your provisioned phone number into a calling line. You need a phone number before you can enable calling, and the calling sections appear after the number finishes setting up. - In Phone calls, select Enable calling. - Wait for Status to show Enabled. - Check This browser to see whether your current browser is ready to receive calls. - Check My mobile to see whether your profile phone number will ring. 1Phone calls2Status3This browser4My mobile Use Phone calls (1) for the calling settings on this page. Status (2) shows whether calling is enabled or needs attention. This browser (3) shows whether your current browser is ready to receive calls. My mobile (4) shows whether your profile phone number will ring. If setup needs attention, Status shows Needs attention and the button changes to Try again. After calls are enabled, your team can call patients and leads from the browser or bridge calls through a mobile phone. Inbound calls ring your team first; if nobody answers, the AI receptionist answers when it is enabled, or the caller is sent to voicemail. This browser can show Ready for calls, Connecting…, Not connected or Inactive. My mobile can show Rings, No number or Off for the practice. On the same page, below the calling settings, the Team phone numbers section shows each active team member's phone number. It marks the practice number with a Practice number badge and opens a member sheet when you edit a number. #### How do I set who answers incoming calls? In the left sidebar, click Settings (at the bottom). In the settings menu, under Communication, click Omnichannel to choose the group that rings for inbound calls. The same group is notified about calls they could have answered. - In Phone calls, find Who answers incoming calls. - Choose Everyone available, Front desk only or Only selected members. - If you choose Only selected members, select + Add member and pick active team members. - Remove a selected member with the remove button on their name chip. 1Who answers incoming calls Use Who answers incoming calls (1) to choose who rings for inbound calls and who is notified about them. Option What happens Everyone available Every team member rings in the browser when Ona is open. If mobile ringing is on, team members with profile phone numbers also ring on mobile. Everyone is notified. Front desk only Only members with the Front desk (staff) role ring and are notified. If nobody has that role, calls keep ringing and notifying everyone. Only selected members Only the active members you choose ring and are notified. If the list is empty, calls ring and notify everyone until you add someone. If you are not in the answering group, the setting tells you that you will not ring for inbound calls. If you select more than eight members, up to eight available members ring at once; anyone beyond that is still notified about missed calls. #### How do I set the ring time and mobile ringing? In the left sidebar, click Settings (at the bottom). In the settings menu, under Communication, click Omnichannel to control what happens when an inbound call arrives, after the number has finished setting up. 1Ring my team for2Ring mobile phones Use Ring my team for (1) to choose the ring window. Use Ring mobile phones (2) to turn mobile ringing on for members who have a phone number on their profile. - In Ring my team for, choose 5 seconds, 10 seconds, 15 seconds, 20 seconds, 30 seconds, 45 seconds or 60 seconds. - Turn Ring mobile phones on if answering group members with a phone number on their profile should also receive the call on mobile. Mobile calls use the same ring window as browser calls. The person answering on mobile must press 1 to take the call. When the AI receptionist is enabled and set to answer first at certain times, Ring my team for may also say Outside opening hours it answers straight away, without ringing. or During your custom hours it answers straight away, without ringing. For AI setup, see Setting up the AI Receptionist. #### How do I change the voicemail greeting? In the left sidebar, click Settings (at the bottom). In the settings menu, under Communication, click Omnichannel to set what callers hear before the voicemail tone when nobody answers and the AI receptionist is not handling the call. - In Phone calls, find Voicemail greeting. - Type the greeting callers should hear. - Wait for the autosave indicator to finish. 1Voicemail greeting Use Voicemail greeting (1) to enter the message callers hear before the voicemail tone. The greeting can be up to 500 characters. Leave it empty to use the default greeting. Voicemail messages land in the conversation with a recording and transcript. #### What can't I do here? In the left sidebar, click Settings (at the bottom). In the settings menu, under Communication, click Omnichannel. In Settings → Omnichannel, channel setup is limited in these ways: - Staff and clinicians cannot manage Omnichannel settings. - You cannot enable calling until a phone number is provisioned and finished setting up. - The Carrier registration and Phone calls sections do not appear until the phone number finishes setting up. - New Omnichannel phone numbers are provisioned as local numbers. - After a phone number or email address is provisioned, this page does not show a way to replace or remove it. - Only selected members can include active team members only. - The Spam numbers card lets admins mark a phone number as spam, add an optional note, view the saved spam list, and remove a number from spam. #### Common questions #### Which number should I publish for patients? Use the number shown in Phone number. It is the number used for SMS and, after calling is enabled, for inbound and outbound calls. #### Why does Enable calling look unavailable? Calling needs a provisioned phone number first. Provision the number in Phone number, wait for it to finish setting up, then return to Phone calls and select Enable calling. #### Why does My mobile say No number? Your profile does not have a phone number. Use Add one to your profile to add one. Mobile ringing also depends on Ring mobile phones being on for the practice. #### What happens if nobody answers an inbound call? If the AI receptionist is enabled, it takes the call after the ring window. When it is set to answer first outside opening hours or during custom hours, it answers straight away during those times. If it is not enabled, the caller is sent to voicemail. #### Where do messages and calls show up? Provisioned channels appear in conversations for patients and leads in the omnichannel inbox. Calls and voicemails are saved in the conversation with their call details. Related guides The omnichannel inboxUnderstand how Ona brings patient, lead, external contact, and team conversations into one inbox across secure messages, SMS, email, groups, and internal notes.10 min readTexting and emailing patientsSend SMS, email and portal messages from Chats or a patient's chart. Schedule messages, manage scheduled items, unsend eligible messages, and keep internal notes separate from patient communication.10 min readPhone callsPlace calls from Ona, answer inbound calls in the browser, and review call cards with AI summaries, recordings, transcripts, and outcomes in the conversation.8 min readSetting up the AI ReceptionistEnable the AI Receptionist, choose how new callers are handled, add call instructions, manage knowledge files, and tag visits the receptionist books.13 min readInviting your teamInvite colleagues to your organization, choose their roles, manage expired invitations, and update team member profiles from Team Members.7 min read ### Getting your phone number approved - Help Center URL: https://ona.health/help/getting-your-number-approved Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Getting your phone number approved Provision your practice phone number from Omnichannel settings and track carrier approval for local 10DLC registration or toll-free verification. You can also finish setup, enable calling, choose who answers inbound calls, set your voicemail greeting, review team phone numbers, and manage spam numbers on the same page. Communication10 min readUpdated October 15, 2026 What you can do here - Provision a dedicated practice phone number for SMS and calls - Track 10DLC registration for local numbers - Submit or resubmit Toll-Free Verification for toll-free numbers - Finish setup and enable phone calls once your number exists - Choose who answers incoming calls, set the voicemail greeting, and review team phone numbers and spam numbers on the same page You’ll need: the Owner or Admin role. For a local number, choose the 3-digit area code you want to search. Your practice phone number is managed in Settings → Omnichannel. In the left sidebar, click Settings (1) at the bottom. In the settings menu, under Communication, click Omnichannel (2). Provision a number before you enable calling or complete carrier approval. Local numbers use 10DLC registration. Toll-free numbers use Toll-Free Verification. You can also review team phone numbers and spam numbers on the same page. 1Settings2Omnichannel Use Phone number for the practice line you provision from this page. Use Email address for the organization inbox address on the same settings page. Use Phone calls to manage calling after the number exists. #### How do I provision a practice phone number? Provision a number from Settings → Omnichannel before you enable calling or complete carrier approval. New omnichannel phone numbers use the local number flow and need a 3-digit Area code. - In the left sidebar, click Settings (at the bottom). In the settings menu, under Communication, click Omnichannel. - In Phone number, select Provision number. - Enter the Area code you want to search. - Select Provision number. After the number is provisioned, it appears in Phone number. If the number is still being brought online, it shows Activating and you can select Finish setup. For a local number, 10DLC registration starts after the number is fully set up. #### How do I register a local number for 10DLC? Local numbers use 10DLC registration for messaging. On the same page, registration appears after the local number is fully set up. Use the retry action if registration did not start or previously failed. - Find the carrier registration section for your local number. - If the section has no status or shows Failed, select Register now. 110DLC registration2Registered3Updated time Use 10DLC registration (1) to see the local-number registration state. Registered (2) shows that the number is registered for 10DLC messaging. Updated time (3) shows when the status last changed, when Ona provides it. Ona starts registration with the carriers after the number is fully set up. The status updates while registration is processed. #### How do I submit toll-free verification? Toll-free numbers use Toll-Free Verification on the same page. Submit or resubmit verification when the section has no status, or shows Action required or Rejected. - Find Toll-Free Verification. - Select the available action: Submit now or Resubmit. Ona submits the verification for review. The action is not available while the number is Under review, in Carrier review, or Verified. #### How do I check number approval status? On the same page, check approval status from Settings → Omnichannel. The status shown depends on whether your number is local or toll-free. 1Phone number210DLC registration3Phone calls Use Phone number (1) to check whether the practice line is still Activating or already provisioned. Use 10DLC registration (2) for local-number carrier status. Use Phone calls (3) for calling setup after the number exists. For toll-free numbers, Toll-Free Verification can show these statuses: Status What it means Under review Your submission is being reviewed. This typically takes 5-10 business days. Carrier review The carrier is processing your verification. No action is needed. Action required Additional information is needed to complete verification. Verified Your toll-free number is fully verified for messaging. Rejected Verification was rejected. Review the reason and resubmit. For local numbers, 10DLC registration can show these statuses: Activating The number is still being brought online. Finish setup first. Registering with carriers Your number is being registered with the carriers. This usually completes within a few minutes. Registered Your local number is registered for 10DLC messaging. Failed Registration did not complete. Review the reason and try again. When Ona has a last updated time, failure reason, or rejection reason, it appears in the registration section. #### How do I enable phone calls after my number is provisioned? On the same page, enable calling after your practice phone number is fully set up. Calls use your clinic number as caller ID. 1Status2Phone calls3This browser Use Status (1) to see whether calling is enabled or needs attention. Phone calls (2) is the section where you turn calling on. This browser (3) shows whether calls are ready in the browser. - In Phone calls, select Enable calling. - If setup needs another attempt, select Try again. When setup succeeds, Status shows Enabled. If setup did not finish, Status shows Needs attention and you can select Try again. #### How do I choose who answers incoming calls? On the same page, choose the inbound answering group after calling is enabled. The same group rings for inbound calls and receives call notifications. 1Ring my team for2Who answers incoming calls3Ring mobile phones4Add member Use Ring my team for (1) to choose how long the team rings before voicemail or the AI receptionist takes over. Use Who answers incoming calls (2) to choose the ring group. Use Ring mobile phones (3) if the answering group should also ring on members' profile phone numbers. Use + Add member (4) when you choose Only selected members. Option What it does Everyone available Every team member rings in the browser when Ona is open. If Ring mobile phones is on, members with a phone number on their profile also get a mobile call. Front desk only Members with the Front desk staff role ring and receive notifications. Only selected members Only the active members you pick ring and receive notifications. - In Phone calls, use Ring my team for to choose how long the team rings before voicemail or the AI receptionist takes over. - In Who answers incoming calls, choose Everyone available, Front desk only, or Only selected members. - If you choose Only selected members, select + Add member and choose each active member who should ring. - Turn on Ring mobile phones if members in the answering group should also get calls on the phone number in their profile. Your changes save as you make them. If Only selected members is empty, calls keep ringing and notifying the whole team. If Front desk only has no staff members, calls also keep ringing and notifying everyone. #### How do I set the voicemail greeting? On the same page, set the voicemail greeting for callers who are sent to voicemail. The greeting is read before the tone, then the caller's message is recorded. 1Voicemail greeting2Leave it empty to use the default above Use Voicemail greeting (1) to enter the message callers hear before the tone. Leave it empty to use the default above (2) means Ona keeps the default greeting when you leave the field blank. - In Phone calls, find Voicemail greeting. - Enter the greeting callers should hear before the tone. The greeting autosaves. Leave it empty to use the default greeting. Voicemail greetings can be up to 500 characters. #### What can't I do here? In Settings → Omnichannel (in the left sidebar, click Settings at the bottom; in the settings menu, under Communication, click Omnichannel), number and calling setup is limited in these ways: - Staff and clinicians cannot manage Omnichannel settings. - You cannot enable calling until a phone number has been fully set up. - You cannot access carrier registration or calling sections until the phone number is fully set up. - You cannot provision a replacement phone number from this page once a phone number already exists. - A local number needs a 3-digit Area code before Provision number is available. - Toll-Free Verification cannot be submitted while it is Under review, in Carrier review, or Verified. - When Only selected members includes more than 8 people, up to 8 available members ring at once. Anyone beyond that is still notified about missed calls. #### Common questions #### Do I need 10DLC or toll-free verification? It depends on the number type. Local numbers use 10DLC registration. Toll-free numbers use Toll-Free Verification. #### How long does toll-free verification take? When the status is Under review, the page says review typically takes 5-10 business days. #### How long does 10DLC registration take? When the status is Registering with carriers, the page says registration usually completes within a few minutes. #### Why can't I submit toll-free verification again? The action appears only when there is no status, Action required, or Rejected. It is not available while the number is Under review, in Carrier review, or Verified. #### Why can't I enable calling? Calling uses your clinic number as caller ID. In the left sidebar, click Settings (at the bottom). In the settings menu, under Communication, click Omnichannel. Finish setup for your phone number before selecting Enable calling. #### What happens when nobody answers an inbound call? If the AI receptionist is enabled as fallback, it takes the call. If not, the caller is sent to voicemail. #### What is the Spam numbers card for? The page includes a Spam numbers card after Team phone numbers. Use it to manage numbers marked as spam for the organization. Related guides Setting up your channelsProvision your practice phone number, inbox email address, phone calling, call answering, voicemail settings, and spam number list from Omnichannel settings.10 min readThe omnichannel inboxUnderstand how Ona brings patient, lead, external contact, and team conversations into one inbox across secure messages, SMS, email, groups, and internal notes.10 min readPhone callsPlace calls from Ona, answer inbound calls in the browser, and review call cards with AI summaries, recordings, transcripts, and outcomes in the conversation.8 min readTexting and emailing patientsSend SMS, email and portal messages from Chats or a patient's chart. Schedule messages, manage scheduled items, unsend eligible messages, and keep internal notes separate from patient communication.10 min readSetting up the AI ReceptionistEnable the AI Receptionist, choose how new callers are handled, add call instructions, manage knowledge files, and tag visits the receptionist books.13 min read ### Chatting with website visitors - Help Center URL: https://ona.health/help/website-chat-widget Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Chatting with website visitors Set up the website chat widget, add it to your practice website, and answer visitor messages from the omnichannel inbox. Communication6 min readUpdated October 13, 2026 What you can do here - Add a chat widget to your practice website - Set the launcher text, color, welcome message and starting state - Choose whether visitors must leave an email address or phone number - Use a floating button or an embedded chat block - Capture website visitors as leads and reply from the omnichannel inbox You’ll need: the Owner or Admin role, and access to edit your website's HTML. The website chat widget is configured in Settings → Website Widgets. In the left sidebar, click Settings (at the bottom). In the settings menu, under Growth, click Website Widgets. The page groups the website widgets and includes a chat widget card and a contact widget card. It lets visitors start a conversation from your own website. When a visitor submits the contact form, Ona creates a lead with the source widget and opens a website chat conversation your team can answer from the omnichannel inbox. #### How do I turn on and customize the website chat widget? In the left sidebar, click Settings (1) (at the bottom). In the settings menu, under Growth, click Website Widgets (2) to control how the website chat widget looks and what visitors must enter before they can chat. 1Settings2Website & Widget The Website settings page shows the widget builder with a live preview of the chat widget. - Enable the website widget. - Set the text for the floating launcher. If it is blank, the widget uses Get in touch. - Set the welcome message that appears at the top of the chat. If it is blank, the widget uses Hi! How can we help you today? - Choose the widget color and starting state. - Choose whether visitors must provide an email address or phone number. - Review the preview before you add the widget to your website. When the website widget is off, the embedded widget hides on websites where it has been added. Existing leads and conversations remain in Ona. #### How do I add the widget to my website? In the left sidebar, click Settings (at the bottom). In the settings menu, under Growth, click Website Widgets after you turn the widget on. You need access to the part of your website where custom HTML or scripts can be added. 1Embed code2Copy script - Copy the widget script from the embed-code area. - For a floating chat button, paste the script on the page where you want the widget to appear. - For an embedded chat block, add
where the chat should sit, then include the same script on the page. - Publish your website changes. - Open your website and confirm the widget appears. The floating widget sits at the bottom right of the page. The embedded block fills the width of its container, stays open in the page, and does not show a launcher or close button. #### What do website visitors have to enter? On Settings → Website Widgets, choose whether Phone and Email are required; otherwise, they are optional. Name is required. The website chat widget contact form asks the visitor for their name, phone number and email address. If a visitor enters a phone number, it must be a valid phone number before the chat can start. The visitor selects Start chat to open the conversation. The widget header shows Online now when your practice is available and Away right now when it is not. When the practice is away, the form tells visitors to leave a message and that your team will get back to them. #### What does the visitor see in the chat? On the same page, after the form is submitted, the visitor sees the chat view with your welcome message pinned at the top. The welcome message is a greeting in the widget, not a stored message in the conversation. The website chat widget shows the welcome message and chat replies in a conversation view. Messages are plain text in both directions. Automatic replies may appear in the transcript, and an automatic reply that arrives right after the visitor sends a message may show after a short typing indicator. If the visitor comes back later in the same browser and the session is still valid, the widget resumes the existing conversation instead of asking them to fill out the form again. If the session is no longer valid, or the browser cannot store the session, the widget shows the contact form again. #### How do I answer website chat messages? In the left sidebar, under Communication, click Omnichannel (1). Website chat conversations appear in the omnichannel inbox like other conversations. Open the conversation and reply from the composer. 1Omnichannel A website chat conversation is open in the omnichannel inbox with messages between a visitor and the clinic team. The visitor sees replies while the chat is open. For more on working in the inbox, see The omnichannel inbox. For lead follow-up, see Managing leads. #### What can't I do here? In the left sidebar, click Settings (at the bottom). In the settings menu, under Growth, click Website Widgets. Access and widget behavior are limited in these ways: - Staff and clinicians cannot configure the website chat widget from Settings. - Visitors cannot start a chat without entering Name. - Visitors cannot start a chat without Email or Phone when those fields are required. - A phone number must be valid when a visitor enters one, even if phone is optional. - The floating widget cannot auto-open on phone-sized screens. - The embedded block cannot be closed by the visitor. - If a visitor's browser blocks local storage, the widget may not be able to resume the same session later. #### Common questions #### Does turning off the widget delete website chats? No. Turning off the website widget hides it where it is embedded. Existing leads and conversations stay in Ona. #### Where do website visitors become leads? When a visitor submits the widget contact form, Ona creates a lead with the source widget and links the website chat conversation to it. #### Can I require both email and phone? Yes. Require both if your team needs both before a visitor can start a chat. #### What happens if a visitor returns later? If the same browser still has a valid widget session, the visitor returns to the same conversation with its message history. If the session is no longer valid, the widget shows the contact form again. #### Are widget messages rich text? No. Widget messages are plain text in both directions. Related guides The omnichannel inboxUnderstand how Ona brings patient, lead, external contact, and team conversations into one inbox across secure messages, SMS, email, groups, and internal notes.10 min readSetting up your channelsProvision your practice phone number, inbox email address, phone calling, call answering, voicemail settings, and spam number list from Omnichannel settings.10 min readManaging leads and converting them to patientsTrack prospective patients in Leads, assign follow-ups, log activity, export matching leads as CSV, and convert qualified leads into patient records.8 min readYour website and online booking pageSet your practice logo, publish your welcome page, turn on online booking, and copy the public links from Settings.9 min readInternal notes and mentionsUse internal messages, mentions and notes in the omnichannel inbox to coordinate with your team without sending those details to the patient.7 min read ### Notifications and reminders - Help Center URL: https://ona.health/help/notification-settings Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Notifications and reminders Set practice-wide email and SMS notification defaults, choose when visit intake is sent and when patients are reminded to finish it, schedule visit reminders, and edit notification message templates. Manage your own bell notifications from the same page. Communication10 min readUpdated October 22, 2026 What you can do here - Turn practice-wide email and SMS notifications on or off by notification type - Choose when visit consents, forms and interviews are sent to patients - Add automatic visit reminders and confirmation requests - Set patient channel defaults for visit reminders - Edit and reset email and SMS message templates - Manage your own bell notifications from the same page You’ll need: the Owner or Admin role for clinic-wide settings. Everyone can manage their own bell notifications. Notifications are managed from Settings → Notifications. In the left sidebar, click Settings (1) at the bottom, then click Notifications (2) in the Account section. The page includes clinic-wide Emails and SMS cards, message templates, an Intake section with Send and Reminders groups, visit reminder settings, and a separate Your bell notifications section for your own in-app notifications. Use Emails (1) and SMS (2) for clinic-wide notification defaults, Message templates (3) to edit notification wording, the Intake section (4) to choose when visit intake is sent and remind patients to finish it, and Your bell notifications (5) to manage your own in-app alerts. 1Emails2SMS3Message templates4Intake5Your bell notifications #### How do I choose email and SMS notification defaults? To change the practice-wide defaults, in the left sidebar click Settings (at the bottom). In the settings menu, under Account, click Notifications. Owners and admins see organization-level cards for Emails and SMS. Everyone else sees Your bell notifications on the same page and can change their own in-app notification preferences. 1Settings2Notifications - In the left sidebar, click Settings (at the bottom), then click Notifications in the Account section. - In the organization-level Emails or SMS card, find the notification you want to change. - Turn the notification on or off. - When Save changes appears in the dock, select it. Notifications are grouped as Account & lifecycle, Visits, Messaging, Billing, and Forms & consents. Each row explains the event and shows whether it is sent to patients or to your team. Patient update emails include Patient interview completed, described as "When a patient completes an interview.", and Interview received, described as "When an interview is ready for the patient to complete." If SMS is not available, Ona shows a warning that SMS requires a provisioned phone number. In the left sidebar, click Settings (at the bottom), then click Omnichannel under Communication to set one up. Until the number is set up, SMS notification toggles and SMS reminder channels are disabled. Patient texts also require the patient's SMS consent and a phone number on file. For channel setup, see Setting up your channels. #### How do I choose when visit intake is sent? On the same page, the Intake section sets when visit consents, forms and interviews are sent to the patient. In Send, each intake type has its own timing. Use Consents timing (1), Forms timing (2), and Interviews timing (3) to set each kind separately. 1Consents timing2Forms timing3Interviews timing - In Intake, under Send, choose a timing for Consents, Forms and Interviews. - Choose On booking to send that intake type when the visit is booked. - Choose Scheduled to hold that intake type until before the visit. - If you choose Scheduled, enter a number of hours or days before the visit. Scheduled intake must use at least 1 in the selected unit. Minutes are not offered for intake timing. Individual services can override visit notification settings from the service editor. #### How do I remind patients to finish their intake? On the same page, use the Reminders group in the Intake section to add intake reminders. An intake reminder resends the forms, consents and interviews the patient hasn't finished, with fresh links. Intake reminders go out whether Visit reminders is on or off. - In Intake, under Reminders, select Add reminder. - Set how long before the visit the reminder sends. - Choose Email, SMS, or both. - Add more reminders for more nudges, for example 3 days and 1 day before the visit. A new intake reminder starts 1 day before the visit, by email and SMS when SMS is set up. A reminder that finds nothing unfinished sends nothing. If a reminder would go out before any intake has been sent, Ona warns that there is nothing to remind about yet. Turn a reminder's switch off to pause it without removing it. #### How do I schedule visit reminders and confirmation requests? On the same page, turn on automatic reminders before each visit. A confirmation request is a reminder that asks the patient to confirm attendance. Use Visit reminders (1) to turn the feature on, Add reminder (2) to add another rule, Time before visit (3) to set when it sends, Reminder kind (4) to choose between Reminder and Confirmation request, and SMS (5) to include text messages when they are available. 1Visit reminders2Add reminder3Time before visit4Reminder kind5SMS - Turn on Visit reminders. - In Reminders, select Add reminder. - Choose Reminder or Confirmation request. A new reminder starts as an email Reminder 1 day before the visit. Use the Intake section for unfinished forms, consents and interviews instead. See How do I remind patients to finish their intake?. A reminder must keep at least one channel selected. If SMS is not set up for the practice, SMS is disabled. #### How do I set patient defaults for visit reminders? On the same page, choose the reminder channels used for patients who have not picked their own notification preference. Use Email (1) and SMS (2) to choose the default reminder channels, and Stop after confirmation (3) to skip any remaining reminders once the patient confirms. 1Email2SMS3Stop after confirmation - Turn on Visit reminders if it is off. - In Patient defaults, turn Email on or off. - Turn SMS on or off if SMS is available. - Turn Stop after confirmation on if remaining reminders should be skipped after the patient confirms. By default, Email is on, SMS is off, and Stop after confirmation is on. Intake reminders still go out after confirmation. SMS reminders still require the patient's SMS consent and a phone number on file. #### How do I edit notification templates? On the same page, open the message-template editor and customize the wording for each notification and channel. Use Notification (1) to choose which notification you are editing, Email (2) to switch between channels when both are available, Subject (3) for the email subject line, Message (4) for the template body, and Variables (5) to insert the placeholders this template supports. 1Notification2Email3Subject4Message5Variables - In Message templates, select Edit templates. - Choose a notification. - Choose Email or SMS if both channels are available for that notification. - Edit Subject for email templates and Message for the template body. - Add only variables listed under Variables for that template. - Select Save template. Email subjects can be up to 200 characters. Message bodies can be up to 5,000 characters. Message is required. Placeholder issues block saving, and the editor shows clickable issue rows under Subject and Message so you can jump to each one. The preview uses sample patient data, and SMS previews estimate message segments with the opt-out line shown in the preview, warn when the SMS is too long to send, and explain when Unicode characters reduce segment capacity. #### How do I reset a template to the default copy? On the same page, switch a customized template back to Ona's built-in copy. - Choose the customized notification and channel. - Select Reset to default. - In the confirmation dialog, select Reset template. The customized text is discarded, and that notification uses the built-in copy again. #### What can't I do here? In Settings → Notifications, review clinic settings. These limits apply: - Only owners and admins can manage the clinic-wide notification settings from Settings. - SMS notification toggles and SMS reminder channels are disabled until the practice has a provisioned phone number. - Patient texts require the patient's SMS consent and a phone number on file. - The Intake section uses hours or days for scheduled send timing, not minutes. - Intake reminders have their own add, edit and remove controls, and they warn when a reminder would go out before any intake has been sent. - A reminder rule cannot be saved with a time less than 1 minute before the visit. - A reminder rule must keep at least one channel selected. - A template cannot be saved with an empty Message, a Subject over 200 characters, a Message over 5,000 characters, or placeholder issues in the subject or message. SMS previews also show when a message is too long to send and when Unicode characters reduce segment capacity. - Everyone else can change only their own bell notifications, not the clinic-wide Emails, SMS, Message templates, Intake, or Visit reminders controls. #### Common questions #### Why are SMS settings disabled? SMS requires a provisioned phone number. In Settings → Notifications, open Omnichannel under Communication to set one up. Return to Notifications in Account when the number is ready. #### Can I send different intake types at different times? Yes. In Settings → Notifications, Consents, Forms and Interviews each have their own timing in the Intake section’s Send group. Set each one to On booking or Scheduled. #### What is the difference between Reminder and Confirmation request? In Settings → Notifications, Reminder sends a visit reminder. Confirmation request asks the patient to confirm attendance. Intake reminders are managed separately in the Intake section and resend unfinished forms, consents and interviews. #### Do patient preferences override the patient defaults? Patient defaults are used for patients who have not picked their own preference. SMS still requires the patient's consent. #### Why can't I save a template? Check that Message is not empty, the character counts are within the limits, fix any placeholder issues listed under Subject or Message, and look for SMS preview warnings about a message being too long to send or Unicode characters reducing segment capacity. Related guides Setting up your channelsProvision your practice phone number, inbox email address, phone calling, call answering, voicemail settings, and spam number list from Omnichannel settings.10 min readEditing notification templatesCustomize the email and SMS wording used by automated notifications in Settings. You can preview each template with sample data, insert supported variables, save custom copy, or restore the built-in default.9 min readTexting and emailing patientsSend SMS, email and portal messages from Chats or a patient's chart. Schedule messages, manage scheduled items, unsend eligible messages, and keep internal notes separate from patient communication.10 min readSending forms and consents to patientsSend forms and consents to patients, schedule form sends, fill a form in the clinic, resend links, cancel scheduled forms, and share one-time completion links when a patient cannot be notified.9 min readSetting up services and packagesCreate the services, packages and memberships your practice offers. Set prices, visit defaults, booking rules, reminders, billing defaults and patient screening.11 min read ### Editing notification templates - Help Center URL: https://ona.health/help/editing-notification-templates Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Editing notification templates Customize the email and SMS wording used by automated notifications in Settings. You can preview each template with sample data, insert supported variables, save custom copy, or restore the built-in default. Communication9 min readUpdated October 15, 2026 What you can do here - Edit the email and SMS copy used by automated notifications - Add supported variables to a message - Preview each template with sample patient data before saving - Save custom wording, discard unsaved edits, or restore the built-in default - Change whether an individual template is active You’ll need: the Owner or Admin role. Message templates let you control the wording Ona uses for automated emails and texts. In the left sidebar, click Settings. In the settings navigation, under Account, click Notifications. In Message templates, click Edit templates. The Message templates section opens a side panel where you choose a notification, switch between its available channels, and edit the wording for that channel. On the same page, you can also manage clinic-wide email and SMS notification settings, visit reminders, intake timing, and your own bell notifications. For those settings, see Notifications and reminders. #### How do I open message templates? In Settings → Notifications, open Message templates when you want to change the wording patients or team members receive from automated notifications. 1Settings2Notifications3Edit templates Use Settings (1) to open Settings, Notifications (2) under Account to open the Notifications page, and Edit templates (3) in Message templates to open the editor. - In the left sidebar, click Settings. - In the settings navigation, under Account, click Notifications. - In Message templates, click Edit templates. - In the template editor, use Notification to choose a notification. - If that notification has more than one channel, select Email or SMS. The editor shows the selected template, its current content, supported variables, and Preview · sample patient data. #### How do I edit an email template? On the same page, use Edit templates to change the email version of a notification. Email templates can include both Subject and Message. 1Notification2Email3Subject4Message5Preview Use Notification (1) to choose what you are editing. Select Email (2) for the email version. Update Subject (3) and Message (4), then check Preview · sample patient data (5) before you save. - In the left sidebar, click Settings. In the settings navigation, under Account, click Notifications. In Message templates, click Edit templates. - Use Notification to choose the notification you want to change. - Select Email. - Edit Subject. - Edit Message. - Use Variables to insert supported values into Message. If you need a variable in Subject, type it exactly as shown in Variables. - Review Preview · sample patient data. - Click Save template. The editor shows placeholder issues live. Broken placeholder ranges in Message are underlined, and Subject is validated too. After saving, the template applies to sends immediately. The template shows as Customised. #### How do I edit an SMS template? On the same page, use Edit templates to change the SMS version of a notification. SMS templates use Message only. 1Notification2SMS3Message4Preview · sample patient data Use Notification (1) to choose the notification, select SMS (2) for the text version, update Message (3), and review Preview · sample patient data (4). - Select SMS. - Add supported values from Variables if you need dynamic details. For patient texts, the character and segment estimate includes the “Reply STOP to opt out.” line that is appended to every patient SMS. The preview also shows the segment count wording, a red Too long to send warning when the SMS goes over the limit, and an extra note when Unicode characters reduce the number of characters each segment can hold. #### How do I use variables in a notification template? On the same page, use Edit templates to add supported variables. Only use the variables shown for the selected notification. 1Subject2Message3Variables4Preview If you need a variable in Subject (1), type it exactly as shown. Put your cursor in Message (2) where you want a value to appear, select it from Variables (3), then check Preview · sample patient data (4). - Use Notification to choose the template you want to edit. - If you need a variable in Subject, type it exactly as shown in Variables. - Place your cursor in Message where the value should appear. - Select the variable from Variables. - Review Preview · sample patient data to see how the message reads. - Click Save template when the preview looks right. Variables render exactly as provided. If a value is missing when the notification sends, it becomes an empty string. Keep connecting words like “on” or “at” inside the value where possible, not around the variable in the template. If you type a variable the notification does not support, or type a malformed placeholder, Ona shows template issues in Subject or Message and Save template is disabled. #### How do I discard unsaved template edits? On the same page, use Revert when you have changed a template but do not want to save those edits. - Open the template with unsaved changes. - Click Revert. 1Message2Revert Use Message (1) to review the unsaved text, and Revert (2) to discard it and go back to the last saved version. The editor returns to the last saved version of that template. #### How do I reset a notification template to the default wording? On the same page, use Reset to default when you want to remove a saved customization and go back to Ona’s built-in copy for that notification and channel. - Open a saved custom template. - Click Reset to default. - In Reset to default?, click Reset template. Ona restores the built-in copy and discards your customized text. #### How do I turn a template on or off? On the same page, each email or SMS template has its own Active switch. 1Notification2Active In the editor, Notification (1) selects the notification and channel you want to change, and Active (2) turns that template on or off. - Use Notification to open the notification and channel you want to change. - Turn Active on or off. The selected template keeps the new saved active state. #### What can't I do here? In Settings → Notifications, template editing has these limits: - Staff and clinicians cannot edit clinic-wide message templates from Settings. - Subject is available for Email templates only. - Message is required. - Subject is limited to 200 characters. - Message is limited to 5,000 characters. - You cannot save a template with placeholder issues in Subject or Message. - You cannot save a template with unsupported variables in Subject or Message. - You cannot save a template with malformed placeholders. - In SMS preview, Ona shows the segment count, a red Too long to send warning when the message is over the limit, and a Unicode note when characters reduce the size of each segment. - Reset to default is available only after a template has been customized. #### Common questions #### What is the difference between Revert and Reset to default? Revert drops unsaved changes and returns to the saved version. Reset to default removes the saved customization and restores Ona’s built-in wording. #### Do templates autosave? No. Click Save template to save your changes. Unsaved edits stay in the editor while you switch between templates. #### Why is Save template disabled? Save template is disabled when Message is empty, the template is over a character limit, the SMS preview shows Too long to send, the text contains Unicode characters that reduce the segment size and push it over the limit, or the text contains placeholder issues in Subject or Message. #### Can I preview the exact patient message? No. Preview · sample patient data uses sample patient and visit details, plus your organization name. It helps you check the wording, but it is not a live patient message. #### Does editing a template turn the notification on or off? No. Changing the wording does not change the notification toggles or reminder settings on the Notifications page. Use the page’s notification settings to control which automated notifications are sent. Related guides Notifications and remindersSet practice-wide email and SMS notification defaults, choose when visit intake is sent and when patients are reminded to finish it, schedule visit reminders, and edit notification message templates. Manage your own bell notifications from the same page.10 min readSetting up your channelsProvision your practice phone number, inbox email address, phone calling, call answering, voicemail settings, and spam number list from Omnichannel settings.10 min readTexting and emailing patientsSend SMS, email and portal messages from Chats or a patient's chart. Schedule messages, manage scheduled items, unsend eligible messages, and keep internal notes separate from patient communication.10 min readSending forms and consents to patientsSend forms and consents to patients, schedule form sends, fill a form in the clinic, resend links, cancel scheduled forms, and share one-time completion links when a patient cannot be notified.9 min readYour website and online booking pageSet your practice logo, publish your welcome page, turn on online booking, and copy the public links from Settings.9 min read ### Managing external contacts in Omnichannel - Help Center URL: https://ona.health/help/managing-external-contacts Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Managing external contacts in Omnichannel Use the Omnichannel address book to save practices, payers, pharmacies, vendors, and other outside contacts. You can search and filter the list, update contact details, delete contacts, and open text, call, or email conversations from a saved contact. Communication5 min readUpdated October 13, 2026 What you can do here - Open the Omnichannel address book and narrow it by contact type - Add, edit, and delete external contacts - Start a text, call, or email from a saved contact - Save an unknown number or email from a conversation as a contact You’ll need: access to Omnichannel. To start a text, call, or email from a contact, your practice must have that channel set up in Omnichannel. External contacts are the practices, payers, pharmacies, labs, vendors, and other people or organizations your team reaches from Omnichannel. Use Contacts in the omnichannel inbox to keep them in one address book and open conversations from a saved contact. #### How do I open the address book and find a contact? In the left sidebar, click Omnichannel. In the omnichannel inbox header, click Contacts to open the Omnichannel address book. On desktop, the list opens on the left and the selected contact's details open on the right. On phones, the list and contact details open one at a time. You can also use the search box above the list. Search matches a contact's name, company, email address, and phone number digits. - In the left sidebar, click Omnichannel. - In the omnichannel inbox header, click Contacts. - To narrow the list, select All, Practice, Insurance payer, Pharmacy, Lab, Vendor, or Other. - Select the contact you want to open. The contact's details open with their type and company near the name, action buttons for Text, Call, and Email, and any saved phone, email, company, notes, plus the date they were added. #### How do I add a contact? On the same page, click New to add a contact from the same place you start new conversations. Use this when you want to save someone before you message, call, or email them. The screenshot's New contact (1) button opens the form, Name (2) is the contact's name, and Phone (3) and Email (4) are the details you can add to reach them. 1New contact2Name3Phone4Email - Click New. - In New conversation, under Create, select New contact. - Enter Name. - Add at least Phone or Email. - If needed, choose Type and add Company or Notes. - Click Add contact. The contact is saved and opens in Contacts. Choose Practice, Insurance payer, Pharmacy, Lab, Vendor, or Other when you want to group the contact by type. You can leave Type blank. If you type a name, phone number, or email address in New conversation before creating the contact, the form opens with that value filled in. #### How do I start a text, call, or email from a contact? On the same page, open the contact you want to reach. Use the action buttons at the top of the contact record to start the conversation. - Select the contact you want to reach. - Click Text, Call, or Email. The address book closes and Omnichannel opens that contact's conversation on the channel you chose. If a button is unavailable, the contact is missing the phone number or email address that channel needs, or your practice has not set that channel up in Settings. For channel setup, see Setting up your channels. #### How do I edit a contact? On the same page, open a saved contact to update its details. Editing keeps future texts, calls, and emails from that number or address filed under the saved contact. - Select the contact you want to update. - Click Edit. - Update Name, Type, Company, Phone, Email, or Notes. - Click Save changes. Your changes are saved and the contact returns to its detail view. If you are already in a saved contact's conversation, you can also open the ⋯ menu at the top right and click Edit contact. #### How do I delete a contact? On the same page, open a saved contact to remove it from the address book. Delete a contact when you no longer want Omnichannel to file that number or address under that saved name. - Select the contact you want to remove. - Click Delete. - In the confirmation dialog, click Delete contact. The contact is deleted. Their conversations stay in the inbox under the bare number or address. #### How do I save a conversation as a contact? In the omnichannel inbox, open a text, call, or email conversation and use Save as contact when the conversation is not already saved to a patient or contact. This is the fastest way to turn an unknown number or address into a reusable contact. - In the omnichannel inbox, open the conversation you want to save. - Open the ⋯ menu at the top right and click Save as contact. - Review Name, then add or update Type, Company, Phone, Email, or Notes as needed. The contact is saved, and texts, calls, and emails from that number or address are filed under the new contact. #### What can't I do here? In Omnichannel Contacts, these limits apply: - You cannot save a contact without Name. - You must add a Phone or an Email before you can save the contact. - Text and Call are unavailable when the contact has no phone number. - Email is unavailable when the contact has no email address. - Text, Call, and Email can also be unavailable if your practice has not set that channel up in Omnichannel. - The address book shows up to 200 contacts at a time. If you have more, search to narrow the list. #### Common questions #### Do I have to choose a type? No. Type is optional. #### What can I search by? You can search by name, company, email address, and phone number digits. #### Why is Text, Call, or Email unavailable? That action is unavailable when the contact does not have the phone number or email address that channel needs, or when your practice has not provisioned that channel in Omnichannel. #### What happens if I delete a contact? The contact is removed from the address book, but their existing conversations stay in the inbox under the bare number or address. #### Where do I learn more about the rest of the inbox? See The omnichannel inbox. Related guides The omnichannel inboxUnderstand how Ona brings patient, lead, external contact, and team conversations into one inbox across secure messages, SMS, email, groups, and internal notes.10 min readSetting up your channelsProvision your practice phone number, inbox email address, phone calling, call answering, voicemail settings, and spam number list from Omnichannel settings.10 min readTexting and emailing patientsSend SMS, email and portal messages from Chats or a patient's chart. Schedule messages, manage scheduled items, unsend eligible messages, and keep internal notes separate from patient communication.10 min readPhone callsPlace calls from Ona, answer inbound calls in the browser, and review call cards with AI summaries, recordings, transcripts, and outcomes in the conversation.8 min read ### Sending and receiving faxes - Help Center URL: https://ona.health/help/faxes-and-referrals Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Sending and receiving faxes Set up faxing, work incoming faxed documents, send outgoing faxes, link faxes to patients, and manage the fax archive from Faxes. Faxes & referral inbox8 min readUpdated October 19, 2026 What you can do here - Set up a dedicated fax number and digital inbox - Receive, preview, download, archive and restore faxes - Send faxes, reply to received faxes, and resend failed faxes - Categorize faxed documents as Referral, Prior auth, Lab results or Uncategorized - Link faxes to patients and save linked fax documents to the chart - Keep a fax contact directory for labs, clinics, pharmacies, referrers and other contacts You’ll need: the Owner or Admin role to set up faxing. Owners, admins and staff can use the Faxes inbox. Use Faxes for day-to-day fax work. Owners and admins set up the clinic fax number in Settings → Fax & Referrals. #### How do I set up faxing? In the left sidebar, click Settings (at the bottom). In the settings menu, under Communication, click Fax to provision a fax number and copy the inbox email forwarding address. The page can show an Activating badge while the number is still being set up, and a Finish setup button may appear until setup is complete. 1Settings2Fax & Referrals Use Settings (1) to open the settings area and Fax (2) to reach the fax settings page where you turn faxing on, review the clinic number, and copy the forwarding address. - In the left sidebar, click Settings (at the bottom). - In the settings menu, under Communication, click Fax. - Turn on Fax to allow the clinic to send faxes from its dedicated number. - Use Fax number as the number your clinic sends from and receives on. - Turn on Digital inbox if you want forwarded fax documents to arrive in Ona. - Copy Forwarding address into your existing fax service if you want to keep your current published fax number. - Select Open Faxes to go to the fax inbox after setup is complete. After setup is complete, the fax number and inbox email also appear at the bottom of the Faxes list with copy buttons. #### How do I work received faxes? In the left sidebar, click Faxes to review incoming documents, link them to patients, and keep the inbox clear. 1Faxes2Inbox3Sent4Archive5New fax Use Faxes (1) to open the fax area, Inbox (2) to review received faxes, Sent (3) to review outgoing faxes, Archive (4) to open archived faxes, and New fax (5) to start a fax. - In the left sidebar, click Faxes. - Select Inbox to see received faxes, or use Unread to focus on new items. - Select a fax to preview the PDF in the reading pane. - Select the category badge to correct the document category if needed. - Use the patient chip to link the fax to an existing patient, create a new patient from the fax, or unlink the patient. - Select Download if you need a local copy of the PDF. Incoming faxes may show Classifying… before a category appears. The available categories are Referral, Prior auth, Lab results and Uncategorized. Referral faxes can also be worked from the referral workflow; see Managing incoming referrals. #### How do I send a fax? In the left sidebar, click Faxes when you need to send a document to a saved contact or a fax number. Your clinic needs fax sending set up before outgoing actions are available. 1Faxes2New fax Use Faxes (1) to open the fax area and New fax (2) to start a new outgoing fax. - Select Send fax. - Choose a fax contact, enter a fax number, or select Add new contact. - Add the files you want to fax, then review the pages in the editor if you need to make changes before sending. - If your fax needs a signature, turn on Sign before sending and place your signature on the pages. The fax appears in Sent with a status such as Queued, Sending, Delivered or Failed. If a fax fails, open Sent and select Resend on the failed fax to try again. #### How do I reply to or forward a received fax? In the left sidebar, click Faxes, then open the received fax when a document needs to be signed and sent back, or sent onward to another recipient. 1Sign & Reply2More actions3Forward Use Edit & Reply (1) to open the reply flow, More actions (2) to reach the menu, and Forward… (3) to send the fax onward. - Select the received fax. - Wait for the PDF preview to load. - Select Edit & Reply to open the reply flow for the sender, or open the actions menu and select Forward…. - Edit or mark up the pages you need to send, then complete the reply flow. Edit & Reply is available only for received faxes when your clinic can send faxes. Forward… also requires fax sending to be set up. For signing details, see Signing documents for fax. #### How do I save a fax to a patient chart? In the left sidebar, click Faxes, then open the fax and use Save to chart after the fax is linked to a patient. The action is not shown until there is a linked patient. 1More actions2Save to chart Use More actions (1) to open the menu and Save to chart (2) to file the fax in the linked patient's chart. - Select the fax. - Use the patient chip to link the fax to the correct patient if it is not already linked. - Open the actions menu. - Select Save to chart. The fax document is filed to the linked patient's chart. #### How do I archive, restore or delete a fax? In the left sidebar, click Faxes, then open the fax and use Archive to clear it from the active list without deleting it. Delete is available only after a fax is already in Archive. - Select Archive. - To bring it back, open Archive and select Move to inbox. - To remove an archived fax permanently, select Delete permanently. - Confirm with Delete. Archiving files the fax in Archive and shows a success toast. Permanent deletion destroys the fax and its document and cannot be undone. #### What can't I do here? In the left sidebar, click Faxes to review fax access and actions. They are limited in these ways: - Owners, admins and staff use the operational fax workflow. Doctors are not included in this workflow. - Staff can work faxes, but only owners and admins can open Settings → Fax to set up faxing. - You cannot send, forward, or use Edit & Reply until fax sending is set up. - You cannot use Open Faxes until the fax number is fully set up. - You cannot use Save to chart until the fax is linked to a patient. - You cannot delete an active inbox or sent fax directly. Archive it first, then delete it from Archive. - You cannot change a fax contact's fax number after the contact is created. #### Common questions #### What do the fax categories mean? In the Faxes inbox, Referral, Prior auth and Lab results identify common clinical documents. Uncategorized means the fax does not fit one of those categories, or you set it that way manually. #### Why does a fax say Classifying…? A new received fax in Faxes can show Classifying… while Ona processes the document. If it does not receive a category, it may later appear as Unclassified. #### Can I keep my existing fax number? Yes, if your current fax service can forward incoming documents. Use the fax settings to turn on Digital inbox and send forwarded faxes to the forwarding address so they arrive in Ona. If the number is still activating, you may also need to finish setup from Settings → Fax. #### Where do failed outgoing faxes go? Failed outgoing faxes appear in Sent. Use the Failed filter there, then select Resend. #### Can I share a link to a fax with my team? Yes. Open the fax actions menu and select Copy link to fax. Anyone on your team with access to Faxes can open it. Related guides Managing incoming referralsWork the incoming referral inbox, review parsed referral details, link referrals to patients, archive referrals, and monitor processing status from Referrals.8 min readFax contactsManage the shared fax directory your practice uses for labs, clinics, pharmacies, referrers and other fax recipients. Add contacts, name unidentified senders, organize contacts with tags, and keep contact details up to date from Faxes.6 min readSigning documents for faxSign an incoming fax and send it back or forward it from the Faxes inbox. Learn who can open the inbox, who can sign, and when the signed copy can be saved to a patient's chart.5 min readSending outgoing referralsGenerate referral letters from a visit, attach chart documents, save drafts, and sign and send referrals by fax.7 min readRoles, licenses, and permissionsUnderstand how team member roles, invitation status, and your organization’s subscription status affect what a person can do in Ona.9 min read ### Fax contacts - Help Center URL: https://ona.health/help/fax-contacts Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Fax contacts Manage the shared fax directory your practice uses for labs, clinics, pharmacies, referrers and other fax recipients. Add contacts, name unidentified senders, organize contacts with tags, and keep contact details up to date from Faxes. Faxes & referral inbox6 min readUpdated October 13, 2026 What you can do here - Keep a shared directory of fax numbers for labs, clinics, pharmacies, referrers and other contacts - Add contacts from the fax directory or while choosing a fax recipient - Name unidentified senders created from incoming faxes - Search contacts and organize them with tags - Update or delete directory entries when details change You’ll need: the Owner, Admin or Staff role. Your organization needs faxing set up to send or receive faxes. Fax contacts are managed from Faxes → Contacts. In the left sidebar, click Faxes, then select Contacts. Use Faxes (1) to open the fax area, then Contacts (2) to open the shared directory. The directory is shared across your organization, so contacts can be reused by the team when working with faxes. 1Faxes2Contacts If your practice does not have a fax number yet, an owner or admin can set one up from Settings → Fax & Referrals. In the left sidebar, click Settings (at the bottom). In the settings menu, under Communication, click Fax & Referrals. #### How do I find a fax contact? In the left sidebar, click Faxes, then select Contacts to look up saved fax numbers before sending or reviewing a fax. Use Search contacts (1) to find a contact by name, organisation, fax number or tag. Use Tags (2) to filter the list by one or more tags. Use Contact details (3) to review the selected contact’s fax number and saved details. 1Search contacts2Tags3Contact details - In the left sidebar, click Faxes. - Select Contacts. - Search by name, Organisation, fax number or tag. - Select a tag under Tags to filter the list. - Select a contact to see its details. The right panel shows the selected contact's fax number and any saved organization, phone, email, address, notes, tags and added date. If a contact has more tags than fit in the row, the extras collapse into a compact +n badge. Contacts marked Unidentified use a badge and were created from incoming faxes and still need a name. #### How do I add a fax contact? In the left sidebar, click Faxes, then select Contacts when your practice regularly faxes the same organization or person. Fax number (1) is the number you want to save, and Name (2) is the label staff will see in the directory. Fax number and Name are required. 1Fax number2Name - Select New contact. - Enter the contact's Fax number. - Enter a Name. - Choose a Type if you want to identify the contact as Lab, Clinic, Pharmacy, Referrer or Other. - Add any useful details, such as Organisation, Tags, Notes, Phone, Email or address fields. - Select Add contact. The contact is added to your fax directory and can be selected the next time someone sends a fax. #### How do I name an unidentified fax sender? In the left sidebar, click Faxes. Open the fax from the unidentified sender when an incoming fax shows a number instead of a contact name. - Open the fax from the unidentified sender. - Select Name contact in the fax header. - Add a Type, Organisation, Tags and any other details you want to keep. - Select Save contact. The contact is saved, and your fax directory is up to date. #### How do I edit or delete a fax contact? In the left sidebar, click Faxes, then select Contacts when a directory entry needs updated details or should no longer appear in the directory. Use Contact (1) to select the entry, Edit (2) to change its details, or Delete (3) to remove it from the directory. 1Contact2Edit3Delete - Select the contact. - Select Edit. - Update the contact details. The Fax number is shown for reference and cannot be changed. - Select Save changes. To remove a contact, select Delete from the contact detail panel and confirm when prompted. The contact is removed from your fax directory. #### How do I use tags for fax contacts? In the left sidebar, click Faxes, then select Contacts to help staff filter the directory and recognize groups of contacts. - Select a contact. - Use Tags to add or remove tags on that contact. - Use the Tags area in the contact list to filter by one or more tags. You can also create, rename, recolor and delete tags from the Tags area. If a contact has more tags than fit in the row, the extras collapse into a compact +n badge. Deleting a tag removes it from all fax contacts. #### What can't I do here? In the left sidebar, click Faxes, then select Contacts. Owners and admins can also open Settings (at the bottom), then under Communication click Fax & Referrals. Access and actions are limited in these ways: - Clinicians do not have access to the operational fax workspace. - Staff can use Faxes, but Settings → Fax & Referrals is for owners and admins. - You cannot change a saved contact's Fax number from the edit form. - Fax number and Name are required when creating a contact. - Fax number and Phone must be valid phone numbers. - Email must be a valid email address if you add one. - You cannot save a duplicate fax number. If saving fails, a contact with that fax number may already exist. #### Common questions #### Can I fax a number without saving it as a contact? Yes. In a fax recipient picker, type a valid fax number and choose the Fax to option when it appears. Use Add new contact instead when the number should be reused later. #### Why does a contact say Unidentified? Unidentified means the contact was auto-created from an incoming fax. In the left sidebar, click Faxes, open the fax, and select Name contact to give the fax number a name and file it in your directory. #### Can I change a contact's fax number? No. In the left sidebar, click Faxes, select Contacts, choose the contact and select Edit. The edit form shows the fax number for reference, but it cannot be changed. Create a new contact if the saved fax number is wrong. #### What happens when I delete a tag? In the left sidebar, click Faxes, select Contacts, and use the Tags area. The tag is removed from all fax contacts. The contacts remain in the directory. #### Why can't I save a contact? Check that Fax number and Name are filled in, phone numbers are valid, any Email is valid, and the fax number is not already used by another contact. Related guides Sending and receiving faxesSet up faxing, work incoming faxed documents, send outgoing faxes, link faxes to patients, and manage the fax archive from Faxes.8 min readManaging incoming referralsWork the incoming referral inbox, review parsed referral details, link referrals to patients, archive referrals, and monitor processing status from Referrals.8 min readSending outgoing referralsGenerate referral letters from a visit, attach chart documents, save drafts, and sign and send referrals by fax.7 min readSigning documents for faxSign an incoming fax and send it back or forward it from the Faxes inbox. Learn who can open the inbox, who can sign, and when the signed copy can be saved to a patient's chart.5 min read ### Managing incoming referrals - Help Center URL: https://ona.health/help/managing-referrals Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Managing incoming referrals Work the incoming referral inbox, review parsed referral details, link referrals to patients, archive referrals, and monitor processing status from Referrals. Faxes & referral inbox8 min readUpdated October 13, 2026 What you can do here - Receive incoming referrals from fax, email forwarding, or upload - Copy the referral inbox email address and fax number to share with sending practices - Review parsed referral details alongside the source PDF - Link a referral to an existing patient or create a new patient from it - Archive referrals, restore archived referrals, and track processing, failures, and patient links You’ll need: the Owner, Admin or Staff role, with fax enabled for your organization. Incoming referrals are managed from Referrals. This is the organization-wide work queue for front-desk and back-office teams. Doctors do not use this inbox. #### How do I find the referral inbox address and fax number? Use Referrals when another practice needs to know where to send referrals. When the page is wide enough, the Referral inbox panel shows the email address for forwarded referrals and, when available, the fax number for faxed referrals. On narrower layouts, the panel is hidden. 1Referrals2Referral inbox3Inbox health Use Referrals (1) in the left sidebar to open the inbox. The Referral inbox panel (2) shows the forwarding email address and, when available, the fax number to share with sending practices. The Inbox health card (3) sits below it when the layout is wide enough. 1Referral inbox2Copy referral email3Copy referral fax number The Referral inbox panel (1) holds the forwarding details. Use Copy referral email (2) to copy the email address, and Copy referral fax number (3) to copy the fax number when it is shown. - In the left sidebar, click Referrals (1). - If Referral inbox (4) is visible, copy the address under Forward referrals to. - If Or fax referrals to appears, copy that fax number too. - If Referral inbox is not visible, widen the page or open Fax settings to find the forwarding details. - Share the copied address or number with the sending practice. New referrals appear in the table after Ona receives and starts reading the document. #### How do I review incoming referrals? Use Referrals to review what Ona read from the source document before you link it to a patient. The table shows the patient named on the referral, the reason, sender, insurance, status, received date, and an Actions menu on each row. Archived referrals are hidden unless you turn on Show archived in Filters; archived rows show Archived in the Status column. You can also use the search field in Filters to find referrals by text. 1More2Link patient3Source & processing In the referral detail, use More (1) for extra actions, Link patient (2) to connect the referral to a chart, and Source & processing (3) to review where it came from and how it was read. In the left sidebar, click Referrals to open the inbox and review the row you want. - Use the Status column (3) to find referrals that are still processing, failed, or archived. - Select a referral row to open the referral detail. - Use the row Actions menu to open Open referral, Open PDF in new tab, Copy link, Link patient, Archive, Restore, or Delete permanently when those options are available. - Compare the extracted details with the PDF, especially fields marked as low confidence. - Check the patient name, date of birth, reason, sender, insurance, providers, and supporting documents. The referral detail keeps the PDF and extracted information together so you can verify the referral before it becomes part of a patient chart. #### How do I link a referral to a patient? Link the referral after you confirm the patient match. This prevents a referral for one patient from being attached to another patient's chart. 1Patient2Link patient3Patient name4Date of birth Use the Patient area (1) to check who the referral names, then use Link patient (2) to connect it. The patient name (3) and date of birth (4) below help you confirm the match before you link it. On the same page, open the referral you want to link. - Find the referral and review the patient name and date of birth in the Patient column. - Select Link patient on the referral row. - Choose the correct existing patient, or create a new patient from the referral details if no chart exists. Linking applies the referral's extracted details to the patient. For a fax-sourced referral, linking also connects the source fax when it is not already linked. If you unlink later, only the referral is unlinked. #### What do referral statuses mean? Open Referrals from the left sidebar and use the Status column to decide what needs attention next. You can also use the search field in Filters to find referrals by text. On narrower layouts, status, linked, and Show archived filters are under Filters; the button shows a count when filters are active. The search field no longer shows a visible Search label, and it includes a shortcut hint. 1Status2Inbox health3Show archived referrals Use Status (1) to see whether a referral is still being read, finished, failed, or archived. The Inbox health summary (2) shows the queue at a glance. Turn on Show archived referrals (3) to include archived items in the table. Status What it means Processing Ona is reading the PDF and extracting referral details. Processed Ona finished reading the referral. Review it and link it to a patient if needed. Failed Ona could not read the referral. Open the referral and check the PDF or source document. Archived The referral is archived. Turn on Show archived to include archived referrals in the table. When the page is wide enough, the Inbox health panel (5) summarizes unlinked, processing, failed, and total referrals at a glance. #### Where are referral settings? Referral forwarding settings are part of Fax settings. In the left sidebar, click Settings (at the bottom). In the settings menu, under Communication, click Fax & Referrals. If you open the old Settings → Referrals page, Ona redirects you to Fax settings instead. 1Settings2Fax & Referrals Use Settings (1) in the left sidebar, then choose Fax & Referrals (2) under Communication to manage referral forwarding. Owners and admins can manage settings. Staff can work the Referrals inbox, but they do not have Settings access. For a fuller access breakdown, see Roles, licenses, and permissions. #### What can't I do here? Open Referrals from the left sidebar. Access and actions are limited in these ways: - Doctors cannot use the organization-wide referral inbox. - Staff can work incoming referrals, but cannot manage referral or fax settings. - Settings → Referrals is not a separate settings page anymore; it redirects to Fax settings. - A referral in Processing is still being read, so review the extracted details after processing finishes. - Archived referrals do not appear in the table unless Show archived is on. #### Common questions #### Can I create a patient from an incoming referral? Yes. In the left sidebar, click Referrals, then use Link patient when the referral is for someone who does not already have a patient chart. Create a patient from the referral details in the picker. #### Should I link a referral before reviewing it? Review the patient name and date of birth first. Linking the wrong referral attaches information to the wrong patient chart. #### How do I archive a referral? In the left sidebar, click Referrals, then use the row Actions menu and choose Archive. Ona asks you to confirm Archive this referral? before it archives the referral, and the archived referral stays in the record history. Turn on Show archived to find it again. #### How do I restore an archived referral? In the left sidebar, click Referrals, turn on Show archived in Filters, then use the row Actions menu on the archived referral and choose Restore. #### What does the source on a referral mean? The Received column shows whether the referral came from Fax, Email, or Upload. #### Why do I see a referral on a patient chart but not in a doctor's inbox? The organization-wide Referrals inbox is for owners, admins, and staff. Doctors see referrals after they are tied to a patient chart. #### What should I do with a failed referral? In the left sidebar, click Referrals, then open the referral and check the PDF or source document. If the referral cannot be read automatically, use the document to enter or follow up on the patient information manually. Related guides Sending and receiving faxesSet up faxing, work incoming faxed documents, send outgoing faxes, link faxes to patients, and manage the fax archive from Faxes.8 min readFax contactsManage the shared fax directory your practice uses for labs, clinics, pharmacies, referrers and other fax recipients. Add contacts, name unidentified senders, organize contacts with tags, and keep contact details up to date from Faxes.6 min readAdding a patientCreate a patient from the Patients list, decide whether to send a portal invitation, and complete the patient record from Details & Settings.6 min readBooking an appointment for a patientBook a patient appointment from My Calendar or the team Calendars page. Booking creates a visit that appears on the calendar.6 min readRoles, licenses, and permissionsUnderstand how team member roles, invitation status, and your organization’s subscription status affect what a person can do in Ona.9 min read ### Connecting Stripe for patient payments - Help Center URL: https://ona.health/help/connecting-stripe Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Connecting Stripe for patient payments Connect the practice's existing Stripe account or create a new one from Settings, check whether charges and payouts are ready, and control card-saving settings for patient intake and online payments. Billing & payments9 min readUpdated October 20, 2026 What you can do here - Connect the practice's existing Stripe account or create a new one for patient invoice payments - Manage Stripe setup for one or more billing profiles - Check whether each billing profile's Stripe setup, charges, and payouts are ready - Continue unfinished setup or cancel it for a specific billing profile - Require patients to save a card during intake when a billing profile can take charges - Manage card-saving settings in the Cards on file area for each billing profile - Open the Stripe dashboard for a billing profile after it is fully ready for payments You’ll need: the Owner or Admin role. Your signed-in Ona account must have an email address. Use Settings → Billing → Stripe to connect the Stripe account your practice already has, or create a new one, and manage whether intake requires a card on file. You may also land here from Memberships, Promo Codes, or Cancellation Fees when Stripe needs to be ready to take charges. The page now shows billing profiles, so each profile can have its own Stripe account, dashboard actions, and card-saving settings. 1Connect Stripe2Charges3Payouts4Open Stripe dashboard Use Connect Stripe (1) to start connecting the account for the selected billing profile. The Charges (2), Payouts (3), and Open Stripe dashboard (4) callouts show whether that profile is ready for payments. Stripe must show onboarding complete, charges enabled, and payouts enabled before you can collect payments into that profile's account. Once Stripe can take charges, the page also lets you manage card-saving settings for patient intake and online payments. #### How do I connect Stripe? In the left sidebar, click Settings (at the bottom). In the settings menu, under Billing, click Stripe to open the Connect Stripe page. 1Settings2Stripe Use Settings (1) to open Settings. Then select Stripe (2) from the Billing settings list. - In the left sidebar, click Settings (at the bottom). In the settings menu, under Billing, click Stripe. - In the billing profiles list, open the billing profile you want to connect. - Check the email shown on the profile. - Select Connect existing account or open the menu on the split button and select Create new account. - If you are creating a new account, fill in Name, Name patients see, and Invoice prefix. - Complete the steps on Stripe's page. - Return to Ona when Stripe sends you back. The Stripe card updates when you return. If setup is not complete yet, the card shows Setup incomplete. Use the right signed-in account Stripe uses the email on your signed-in Ona account for the Stripe account. You cannot change that email on this page. If your Ona account has no email address, you cannot start Stripe setup here. #### How do I continue unfinished Stripe onboarding? On the Connect Stripe page, continue onboarding when a billing profile has a Stripe account but the account is not fully ready yet. - On the same page, in the billing profiles list, find the profile whose card shows Setup incomplete. - Select Continue with Stripe. - If you want to stop setup, open the menu on the split button and select Cancel setup. - Finish the remaining steps in Stripe, then return to Ona when Stripe sends you back. #### How do I read the Stripe status? On the Connect Stripe page, the Stripe card shows whether the selected billing profile is ready for patient payments. 1Connection state2Readiness details3Stripe action4Admin email Use the Connection state (1) to see whether the selected profile is Not connected, Setup incomplete, or a connected account. Check the Readiness details (2) for Onboarding, Charges, and Payouts. Use the Stripe action (3) to continue the next step or open the dashboard when the account is ready. The Admin email (4) is the email Stripe will use for the account. State What it means Available action Not connected No Stripe account is linked yet for that billing profile. Connect existing account or Create new account Setup incomplete A Stripe account exists, but setup is incomplete or either charges or payouts are off. Continue with Stripe and Cancel setup Connected standard account A standard Stripe account is connected and ready. Open Stripe dashboard The details on the card show what is ready: - Onboarding is Complete or Incomplete. - Charges is Enabled or Off. - Payouts is Enabled or Off. The status refreshes when you return from Stripe. #### How do I require a payment method during patient intake? On the Connect Stripe page, use the Patient intake section on a billing profile to decide whether patients must save a card before they finish intake. On the same page, the Cards on file section controls how patients can save and keep a card for later charges. These settings are available only once that billing profile's Stripe account can accept charges. 1Patient intake2Require a payment method3Charges enabled The Patient intake section (1) contains the Require a payment method switch (2). You can use that switch only after Charges is Enabled on the selected billing profile's Stripe account (3). The Cards on file section below it includes Hide Stripe Link, Hide Apple Pay and Google Pay when available, and Offer to save the card. - On the same page, in the billing profiles list, open the profile you want to update. - In the patient intake section, turn Require a payment method on or off. - In the Cards on file section, turn Hide Stripe Link, Hide Apple Pay and Google Pay, or Offer to save the card on or off as needed. - Select Save changes. After you save, patients either must save a card on file before they finish intake, or they can finish intake without one, and the card-saving options you set apply to online payments too. #### How do I open the Stripe dashboard? On the Connect Stripe page, open the Stripe dashboard after onboarding is complete and both charges and payouts are enabled for the selected billing profile. A connected standard account opens the Stripe dashboard directly. 1Connected status2Open Stripe dashboard3Admin email Check the Connected status (1) before you try to continue. Use Open Stripe dashboard (2) only after Onboarding is Complete and both Charges and Payouts are Enabled. The Admin email (3) is the Stripe account contact email. - On the same page, in the billing profiles list, open the profile you want to manage. - Confirm Onboarding is Complete, Charges is Enabled, and Payouts is Enabled. - Select Open Stripe dashboard. The Stripe dashboard opens in a new browser tab. #### What should I do if Stripe shows an error? On the Connect Stripe page, use the message you see to choose the next step. Message What to do Unable to load Stripe Connect status Select Retry. You may need billing permissions, or try refreshing the page. Email required Add an email address to your profile. Stripe onboarding failed Check your permissions. Couldn't open Stripe Stripe didn't return a link. Couldn't open Stripe dashboard Try again. Couldn't create link Use Connect existing account or Create new account instead. #### What can't I do here? On the Connect Stripe page, access and actions are limited in these ways: - Staff and clinicians cannot manage Stripe from Settings. - You cannot change the email Stripe uses on this page. It comes from your signed-in Ona account. - You cannot start or continue Stripe onboarding if your signed-in account has no email address. - You cannot open the Stripe dashboard until the selected billing profile is ready for payments. - You cannot use the split-button actions until Stripe status loads and the account state allows them. - You cannot change Require a payment method or the card-saving settings in Cards on file until Charges is Enabled for that billing profile. #### Common questions #### Why is Connect existing account disabled? It is disabled if your signed-in Ona account does not have an email address, or while another Stripe action is already in progress. #### Why was I sent here from Memberships, Promo Codes, or Cancellation Fees? Those settings depend on Stripe being ready to take charges. Memberships bills patients' cards on a recurring basis, Promo Codes are created in your Stripe account, and Cancellation Fees can charge a card on file only when Stripe can take charges. #### Does Stripe use my own email or a practice billing email? Stripe uses the email on your signed-in Ona account. You cannot change it from this page. #### What does connecting Stripe unlock? A connected Stripe account lets your organization collect patient invoice payments through Stripe. For invoice workflows, see Invoicing patients and collecting payments. Stripe charges are also required before recurring memberships can bill patients; see Setting up memberships and recurring billing. Related guides Invoicing patients and collecting paymentsReview patient invoices in list or board view, create and edit draft invoices, issue them to patients, and collect or record payments. Use the organization-wide Invoices page, a patient's billing page, or a visit's invoice card depending on your role and workflow.16 min readPayment links and charging a card on fileCopy a pay link from an invoice, charge a patient's saved card when the invoice is eligible, and understand why these payment actions may be unavailable.7 min readSetting up memberships and recurring billingEnable memberships, create monthly or yearly recurring plans with included items and optional fixed terms, review enrolled patients by plan, and understand what happens when you edit or archive a plan.9 min readRefunds, voids, and recording offline paymentsRecord payments taken outside Ona, refund overpayments or specific payments, and void invoices that should no longer bill the patient. You can do this from the practice-wide Invoices page or from a patient's Invoices page.6 min read ### Invoicing patients and collecting payments - Help Center URL: https://ona.health/help/invoices-and-payments Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Invoicing patients and collecting payments Review patient invoices in list or board view, create and edit draft invoices, issue them to patients, and collect or record payments. Use the organization-wide Invoices page, a patient's billing page, or a visit's invoice card depending on your role and workflow. Billing & payments16 min readUpdated October 20, 2026 What you can do here - Review invoices in list or board view by stage, patient, billing profile, created date, search, and last-updated window - Open a patient's invoices from the chart or from a visit - Create draft invoices and edit draft line items - Send invoices to patients or finalize them without sending - Collect payments by card, pay link, or recorded onsite payment when those actions are available - Understand insurance line labels, visit-penalty fee labels, refund-due balances, adjustments, and voided invoices You’ll need: the Owner, Admin, or Staff role to use the organization-wide Invoices page. Clinicians review invoices from the patient chart or a visit. Stripe is required for online card payments and payment links. Invoices bill the patient directly. Use them for self-pay visits, copays, retail or inventory items, package balances, or patient responsibility after insurance. Claims are separate: claims bill the payer, while invoices bill the patient. Owners, admins, and staff use the organization-wide Invoices page. Clinicians review invoices from the patient chart or a visit. When you open an invoice, you can review its stage, balance, line items, totals, notes, adjustments, payments, and related claims, then use PDF and the actions available for that invoice. The page opens in List or Board view, and both views use the same invoice actions. #### How do I review invoices? In the left sidebar, under Admin, click Invoices to work from the organization-wide invoice page in List or Board view. 1Invoices2List / Board3Updated4Status Use Invoices (1) to open the organization-wide page. Use List / Board (2) to switch views, Updated (3) to choose how far back the list looks for invoice changes, and Status (4) to narrow the list further. - In the left sidebar, under Admin, click Invoices. - Use the List and Board toggle to switch between the grouped list and the board view. - Use Search invoices to find invoices by invoice number or patient name. - Use Updated to choose the last-updated window for the list. - Use Status, Patient, Billing profile, or Created to narrow the list. - Click the invoice row or card you want to open. - If the list says no invoices were updated in the current window, click Show all time. Invoices are grouped by stage. The list can show Draft, Ready to send, Sent, Overdue, Partially paid, Paid, and Void groups, and Paid and Void start collapsed by default. A row can show a billing profile label when the clinic has multiple profiles. Ready-to-send invoices can show a Ready to send badge, and scheduled auto-charge invoices can show an Auto-charge badge. For visit-penalty invoices, the row can show the fee label for late cancellation, no-show, or reschedule instead of a generic line count. From a row's ⋯ menu, you can use Open patient chart, Copy invoice number, Send to patient when it is ready to send, and the actions available for that row. Open patient chart opens the chart in a new tab. #### How do I review a patient's invoices from the chart? In the left sidebar, click Patients, click the patient's name, then in the patient sidebar, under Billing, click Invoices to see that patient's invoices only. 1Patients2Invoices Use Patients (1) to open the chart. In the patient sidebar, use Invoices (2) under Billing to open that patient's invoice list. - In the left sidebar, click Patients. - Click the patient's name. - In the patient sidebar, under Billing, click Invoices. - Click the invoice row you want to open. The list is already limited to that patient. #### How do I open an invoice from a visit? In the left sidebar, click Patients, click the patient's name, then in the patient chart click Visits and open the visit you want. 1Visits2Billing Use Visits (1) to open the patient's visit list. On the visit page, use the Billing area (2) to open the invoice or create a draft from that visit. - In the patient chart, click Visits. - Open the visit you want. - In the visit's Billing area, click View invoice if the visit already has an invoice. - If there is no invoice yet and you are an owner or admin, click Create draft invoice. The invoice opens in its detail sheet. If you create a draft from the visit, it opens there so you can finish it. For visit-penalty invoices, the detail sheet can show the fee label under the patient name, and staff can see View visit when they have access to the consultation. #### How do I create a draft invoice? In the left sidebar, under Admin, click Invoices on the organization-wide page to start an invoice before you send it or collect payment. - Click New Invoice. - Choose the patient in Patient. - Add the billable items that should appear on the invoice. - Click Create draft invoice. The invoice is created in Draft. Drafts are the only invoices you can edit in place. #### How do I add or edit invoice line items? In the left sidebar, under Admin, click Invoices, or open a patient's Invoices list in the chart, then open a draft invoice to change what the patient is being billed for. 1Line item2Qty3Unit price4Save Select the line item at Line item (1). Update Qty (2) and Unit price (3), then click Save (4) to keep the change. - Open the draft invoice. - Click a line item to edit it, or click Add line item to add a manual line. - Update Description, Qty, and Unit price. - Click Save for an edited line, or Add item for a new line. - To remove a manual line, open it again and click Remove when that action is available. - If inventory billing is enabled, click Add from inventory instead. If your organization tracks locations, choose From before you save. Line amounts are calculated from quantity and unit price. Quantity must be a whole number from 1 to 9999, and descriptions can be up to 200 characters. Some lines are protected because they come from another billing source. Claim lines keep the amount from the insurance claim, and package lines keep the amount from the service package. You can change their description, but not their price, and you cannot remove them. If a draft only has one line left from a visit, that line cannot be removed; delete the draft instead if you need to un-bill that visit. Inventory lines show on-hand stock, and stock is deducted when the invoice is saved. #### How do I send or finalize an invoice? In the left sidebar, under Admin, click Invoices, or open a patient's Invoices list in the chart, then open a draft invoice when it is ready to issue. 1Billed to2From3Due4Send to patient5More options Review Billed to (1), From (2), and Due (3) before you issue the invoice. Use Send to patient (4) to email it, or use the ⋯ menu at More options (5) for other issue actions. - Review Billed to and From to make sure the right patient and practice details will appear on the invoice. - Review Due. On drafts, you can set or change the due date there. - Check the line items and totals. - Click Send to patient to email the invoice with a pay link. - To issue it without email, open the ⋯ menu and click Finalize without sending. - After the invoice has been issued, click Resend if the patient needs the email again. After an invoice is sent or finalized, it leaves draft editing. If you finalize without sending, no email is sent. You can use PDF at any time to download the invoice. If the detail sheet shows Not sent to the patient yet, use Send to patient there to email it. #### How do I collect or record a payment? In the left sidebar, under Admin, click Invoices, or open a patient's Invoices list in the chart, then open the invoice and use the payment actions available for its balance and status. 1Record onsite payment2Charge card on file Use the payment actions menu to work from the available options in order: Record onsite payment (1) for cash, check, or the clinic's card terminal, and Charge card on file (2) to charge a saved card. - Open the invoice and confirm Balance due. - To record cash, check, or your card terminal, open the ⋯ menu and click Record onsite payment. - To charge a saved card, open the ⋯ menu and click Charge card on file. - To copy a shareable online payment link, open the ⋯ menu and click Copy pay link. - If the patient needs the invoice email again, click Resend. The invoice balance updates as payments are recorded. A payment can leave the invoice partially paid, and a zero balance settles the invoice. If the invoice shows a refundable credit, the invoice can show a refund banner. Use Refund beside a payment or Refund payment in the ⋯ menu when those actions are available. If the banner also offers Keep on account, you can leave the credit for the patient's next invoice instead of refunding it. If the invoice has a scheduled auto-charge, the detail sheet can show a blue banner such as Card charge scheduled or Card will be charged followed by the charge date. When that appears, use Don't charge to stop the scheduled charge. Stripe is required for online card collection Card-on-file charges and payment links require Stripe. See Connecting Stripe for patient payments if those actions are not available. #### How do I add or remove an adjustment? In the left sidebar, under Admin, click Invoices, or open a patient's Invoices list in the chart, then open the invoice when you need to reduce what the patient owes without editing the line items. 1Add adjustment2Amount3Reason4Note Use Add adjustment (1) to open the dialog, then fill Amount (2), Reason (3), and Note (4) if you need to explain the adjustment. - Open the invoice. - In Adjustments, click Add adjustment. - Enter Amount. - Choose a Reason. - Add Note if you need to explain the adjustment. - Click Add adjustment. The adjustment comes off the patient's balance and appears in the invoice's Adjustments list. To remove an adjustment, click Remove on that adjustment, then click Remove again in the confirmation dialog. The removed amount goes back onto the patient's balance. #### How do I delete a draft or void an invoice? In the left sidebar, under Admin, click Invoices, or open a patient's Invoices list in the chart, then use the invoice actions when you need to remove a draft or mark an issued invoice void. 1Cancel2Void invoice Use Cancel (1) to close the dialog without voiding, and Void invoice (2) to confirm the change. - Open the invoice, or find it in the list. - Open the ⋯ menu. - Click Delete draft for a draft invoice, or click Void invoice for an issued invoice. - Confirm the action in the dialog. Deleting a draft permanently removes it. Voiding keeps the invoice in the record, but it no longer bills the patient. On invoices with payments, the row or detail actions can also show Refund payment before Void invoice. If the detail sheet shows a refund banner, it can also offer Keep on account. #### How do insurance lines affect an invoice? In the left sidebar, under Admin, click Invoices, or open a patient's Invoices list in the chart, then open the invoice to read claim and insurance line labels. These labels tell you whether the patient responsibility is final or still waiting on the payer. Line label What it means Self-pay The patient owes the line amount. Awaiting insurance The payer has not responded yet, so the patient amount is unknown. Estimated copay · awaiting insurance A copay amount is expected now, but the final payer decision is still pending. Covered by insurance The payer decision leaves the patient owing nothing for that line. Patient responsibility The payer decision leaves a patient amount due. If insurance later leaves the patient owing less than was collected, the invoice can show a refund due. The details panel explains the credit amount and offers a refund action when available. #### What can't I do here? Invoice actions are limited in these ways. - Clinicians cannot use the organization-wide Invoices page. They review invoices from the patient chart or a visit. - Draft invoices are the editable state. Once a draft is sent or finalized without sending, the invoice does not offer the same line-item editing. - Claim lines cannot be removed from the invoice. - Package lines cannot be removed from the invoice. - Claim and package line prices are locked to their source. - Past dates are not available when setting an invoice due date. - You cannot void an invoice that still holds payments. Refund it first. - Paid and void invoices do not allow adjustments. - On archived patient charts or visits, invoice actions are read-only. - A voided invoice no longer bills the patient. - Ready-to-send invoices can surface a Send to patient action from the row menu and the detail sheet banner. - Scheduled auto-charge invoices can show a blue banner and a Don't charge action. - If an invoice has no saved card on file, charging it opens a No card on file dialog. From there, you can add a card, and when the action is available, record an onsite payment instead. - Visit-penalty labels now cover late-cancellation, no-show, and reschedule fees. - If the clinic has multiple billing profiles, a staff member may need to choose which billing profile an invoice or payment uses. - When you draft from a visit or create a new draft in a multi-profile clinic, staff may need to choose a billing profile first. - If payments already taken belong to another billing profile, the invoice can show a warning when you move it. #### Common questions #### What is the difference between an invoice and a claim? An invoice bills the patient. A claim bills the payer. A visit can lead to both: a claim for covered services and an invoice for the patient portion. For the claim workflow, see From visit billing to superbill and claim. #### Can clinicians see patient invoices? Yes. Clinicians review invoices from the patient chart or from a visit's invoice card. They do not use the organization-wide Invoices page. #### Can I collect a copay before insurance responds? Yes. An invoice line can show Estimated copay · awaiting insurance. That means the patient amount is being collected while the payer decision is still pending. See Collecting copays. #### What does refund due mean? It means more was collected than the patient now owes. This often happens after insurance adjudication changes the patient responsibility. The invoice stays in the record, but money is owed back to the patient. #### Why can't I void an invoice? If the invoice still holds payments, you need to refund them first. After the payments are refunded, you can void the invoice if it should no longer bill the patient. #### What happens when there is no card on file? Charging opens a No card on file dialog. You can choose Add card, and if your workflow allows it, Record onsite payment. #### Where do I refund a payment? Open the invoice and use Refund payment from the ⋯ menu when that action appears, or use Refund beside the payment in the detail sheet. #### What does Void invoice do? Void invoice marks the invoice void so it no longer bills the patient. If the invoice still holds payments, refund them first. #### What if my clinic has more than one billing profile? The Invoices page can filter by billing profile, and invoice rows can show which billing profile they use. When you draft from a visit or create a new draft, you may need to choose a billing profile first. #### Can I search by patient name or invoice number? Yes. Use Search invoices in the Filters sidebar to find invoices by invoice number or patient name. Related guides Connecting Stripe for patient paymentsConnect the practice's existing Stripe account or create a new one from Settings, check whether charges and payouts are ready, and control card-saving settings for patient intake and online payments.9 min readPayment links and charging a card on fileCopy a pay link from an invoice, charge a patient's saved card when the invoice is eligible, and understand why these payment actions may be unavailable.7 min readRefunds, voids, and recording offline paymentsRecord payments taken outside Ona, refund overpayments or specific payments, and void invoices that should no longer bill the patient. You can do this from the practice-wide Invoices page or from a patient's Invoices page.6 min readCollecting copaysReview the expected copay for a visit, issue or update a copay invoice from a claim, and open the visit invoice after billing the copay.8 min readInvoice statusesUse this reference to understand invoice status groups, amount labels, refund banners, and insurance-related line labels on the Invoices page and a patient's Invoices section, including the Board view, row badges, and billing profile labels.8 min read ### Estimates (billing quotes) - Help Center URL: https://ona.health/help/estimates Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Estimates (billing quotes) Review the quote attached to a visit, send it to the patient, track whether it was accepted or declined, and turn an accepted quote into a draft invoice. Billing & payments6 min readUpdated October 12, 2026 What you can do here - Open the quote attached to a visit and review its services, totals, dates, and notes - Send a draft quote to the patient - See whether a sent quote was accepted or declined - Open a PDF copy of the quote - Create a draft invoice from an accepted quote - Void a quote that should no longer be used You’ll need: the Owner, Admin, or Staff role, and a visit that already has a quote. Billing quotes are visit-based estimates built from services. On a visit's billing page, the Quote card shows the quote's status, number, total, and created date when the visit has one. #### How do I open a quote on a visit? In the left sidebar, click Visits and open the visit you want. Then open the visit's billing page. In Quote, select View quote when you need to review the estimate before sending it, converting it, or voiding it. - Select View quote. - Review the status badge, total, dates, services, and notes. - Select Quote PDF to open a PDF copy in a new tab. The quote opens in a detail sheet, where the actions available depend on its current status. #### How do I see whether the patient accepted or declined a quote? In the left sidebar, click Visits and open the visit you want. Then open the visit's billing page and select View quote in Quote to check the patient's response. 1Status badge2Quote lifecycle3Sent The status badge (1) shows the current status, such as Sent, Accepted, or Declined. Quote lifecycle (2) shows the stages a quote can move through: Draft, Sent, Accepted/Declined, and Converted. Sent (3) shows when the quote went to the patient. - Check the status badge at the top of the quote. - Review Quote lifecycle to match the quote's status to the overall workflow. - Check Sent to see when the quote went to the patient. If the patient accepted it, the details also show Accepted. The patient accepts or declines the quote in the portal. The staff view only shows the result. #### How do I send a billing quote to a patient? In the left sidebar, click Visits and open the visit you want. Then open the visit's billing page and select View quote in Quote after you review the draft and are ready for the patient to see it. 1Quote details2Services3Send to patient Quote details (1) shows the quote's status, total, dates, and notes. Services (2) shows the line items on the quote. Send to patient (3) starts the send action for a draft quote. - Open a quote with Draft status. - Review the services, total, Expires, and Notes. - Select Send to patient. Ona marks the quote Sent and notifies the patient. #### How do I create a draft invoice from an accepted quote? In the left sidebar, click Visits and open the visit you want. Then open the visit's billing page and select View quote in Quote when the patient has agreed to the estimate and you are ready to bill from it. - Open a quote with Accepted status. - Review the services and total. - Select Create invoice draft. The quote closes and the visit now has a draft invoice in the Invoice card on the same billing page. For next steps, see Invoicing patients and collecting payments. #### How do I void a billing quote? In the left sidebar, click Visits and open the visit you want. Then open the visit's billing page and select View quote in Quote when the quote is no longer valid and should not be used for billing. 1Void2Quote lifecycle3Expired / converted guard Void (1) is the action that marks the quote void. Quote lifecycle (2) shows the quote's workflow so you can check its state before acting. Expired / converted guard (3) marks the part of the sheet that helps you confirm the quote has already reached an end state before you void it. - Review the quote's status and Quote lifecycle. - Select Void. When void is the main action for that quote, the button reads Void quote. The quote is marked Void. If it was already converted or already voided, you cannot void it again. #### Billing quote statuses In a visit's billing page, billing quotes move through these statuses from creation through invoice drafting. Status What it means Draft The quote has been created but not sent. You can send it to the patient or void it. Sent The quote has been sent to the patient. The patient can accept or decline it in the portal. Accepted The patient accepted the quote. You can create a draft invoice from it. Declined The patient declined the quote. Expired The quote has expired. Converted A draft invoice has been created from the accepted quote. Void The quote is no longer valid. #### What can't I do here? In a visit's billing page, quote actions are limited in these ways: - Clinicians do not use billing quotes unless they also have the Owner, Admin, or Staff role. - On an archived patient's chart or visit, the quote is view-only. - You cannot send a quote unless it is Draft. - You cannot create a draft invoice unless the quote is Accepted. - You cannot void a quote that is Converted or already Void. - You cannot accept or decline a quote from the staff view. The patient does that from the portal. #### Common questions #### Does accepting a quote charge the patient? No. Accepting a quote does not create an invoice or charge the patient. It marks the quote so your practice can use it when drafting an invoice. #### Where do quote services come from? Quotes are built from services selected for the visit. To add or update your services, see Setting up services and packages. #### Why is the quote read-only? If you are viewing an archived patient's chart or visit, staff actions are not available. You can still review the quote and open its PDF. #### What if the PDF does not open? If your browser blocks the new tab, allow pop-ups and try again. If the PDF cannot be generated, Ona shows PDF unavailable. #### Where can I see what the patient saw? The staff view shows the quote's status and dates after the patient responds. For a broader view of the portal experience, see What patients see in the portal. Related guides Invoicing patients and collecting paymentsReview patient invoices in list or board view, create and edit draft invoices, issue them to patients, and collect or record payments. Use the organization-wide Invoices page, a patient's billing page, or a visit's invoice card depending on your role and workflow.16 min readSetting up services and packagesCreate the services, packages and memberships your practice offers. Set prices, visit defaults, booking rules, reminders, billing defaults and patient screening.11 min readWhat patients see in the portalUnderstand the patient-facing portal and public Welcome page so your team can answer questions about visits, forms, records, shared files, care plans, messaging and payments.13 min readInvoice statusesUse this reference to understand invoice status groups, amount labels, refund banners, and insurance-related line labels on the Invoices page and a patient's Invoices section, including the Board view, row badges, and billing profile labels.8 min read ### Payment links and charging a card on file - Help Center URL: https://ona.health/help/payment-links-and-cards-on-file Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Payment links and charging a card on file Copy a pay link from an invoice, charge a patient's saved card when the invoice is eligible, and understand why these payment actions may be unavailable. Billing & payments7 min readUpdated October 20, 2026 What you can do here - Open an invoice from Invoices, a patient's Invoices page, or a visit's Invoice card - Copy a pay link for an eligible invoice - Charge a patient's saved card when the invoice can be charged - Add a card from the patient's billing page when one is not saved yet - Understand why payment actions may be missing, disabled, or read-only You’ll need: the Owner, Admin, or Staff role. If you want to take online payments or add cards, your clinic must have Stripe set up. Payment links and saved-card charges are tied to each invoice. In the left sidebar, click Invoices to work across all patients. Or click Patients, open the patient, then under Billing, click Invoices. From a visit, open the visit and click View invoice on the Invoice card. #### How do I open an invoice? In the left sidebar, click Invoices. Or click Patients, open the patient, then under Billing, click Invoices. From a visit, open the visit and click View invoice on the Invoice card. Use this when you want to review the invoice before you collect. 1Invoices2Open an invoice Use Invoices (1) in the left sidebar to open the organization-wide invoice list. Select a row (2) to open that invoice. - In the left sidebar, click Invoices. Or click Patients, open the patient, then under Billing, click Invoices. From a visit, open the visit and click View invoice on the Invoice card. - If you are on the organization-wide list, use Updated, Status, Patient, or Created to narrow the list. - Select the invoice row. - Review the invoice sheet for the balance and the actions available on that invoice. After the invoice opens, the header and the ⋯ menu show only the actions that invoice can use. On invoice lists, some of the same actions are also available from the ⋯ menu on the row. #### How do I create a payment link? Open the invoice from Invoices, a patient's Invoices page, or View invoice on a visit's Invoice card. Use this when you want to send the patient a direct online-payment link for one invoice. Use Invoices (1) in the left sidebar to open the invoice list, then select Open an invoice (2) to open the invoice you want to collect. Use Copy pay link in the row menu or Pay link in the invoice to copy a shareable payment link. - In the left sidebar, click Invoices, then open the invoice you want to collect. Or click Patients, open the patient, then under Billing, click Invoices. From a visit, open the visit and click View invoice on the Invoice card. - Open the invoice you want to collect. - Click Pay link. - Paste the copied link into your message to the patient. After the link is copied, Ona shows Payment link copied. Anyone with the link can pay this invoice. If you do not see or cannot copy the pay link Pay link in the invoice and Copy pay link in a row menu are only available when the invoice is in a payable status and still has a balance due. In practice, that means invoices such as Sent, Overdue, or Partially paid. If the action is available but copying fails, online payments may not be ready for your clinic or that invoice cannot be paid online right now. See Connecting Stripe for patient payments. #### How do I charge a card on file? Open the invoice from Invoices, a patient's Invoices page under Billing, or View invoice on a visit's Invoice card. Use Charge card on file when the invoice still has a balance due and the patient has a saved card. 1Invoices2Add card Use Invoices (1) to open the patient's invoice list. If the patient does not already have a saved card, use Add card (2) in the Payment method section before you try to charge the invoice. If the patient has more than one billing profile, make sure the saved card is on the billing profile this invoice is paid through before you charge it. Saved cards appear by brand and last four digits, such as Visa ···· 4242. - In the left sidebar, click Invoices, then open the invoice you want to charge. Or click Patients, open the patient, then under Billing, click Invoices. From a visit, open the visit and click View invoice on the Invoice card. - If you are on the patient's Invoices page, check the Payment method section for a saved card, or click Add card if the patient does not have one yet. - In the invoice, open the ⋯ menu and click Charge card on file. - In the confirmation dialog, review the amount and card, then click Charge. - Click Done after the result message appears. If the patient has no saved card, Charge card on file can open a No card on file dialog. From there, choose Record onsite payment or Add card. After the charge, Ona records the payment on the invoice. If you charged a draft invoice, the draft is issued without emailing it, and the patient gets a receipt once the charge succeeds. #### What can't I do here? In Invoices and on a patient's Invoices page, payment links and saved-card charges are limited in these ways: - Clinicians do not have access to the operational invoicing workspace. - Stripe must be ready for patient payments before online collection actions can be used. - Pay link and Copy pay link are not available on every invoice. The invoice must be in a payable status and still have a balance due. - A saved-card charge only goes through when the invoice has a balance due and the patient has a saved card. - If a patient has no saved card, you cannot charge one until a card is added. - If the patient has more than one billing profile, a saved card on a different billing profile cannot be charged for this invoice. - Archived patient invoices are read-only. You can review and download them, but not send, charge, pay link, refund, or void them. - Patient portal invoice views do not show staff collection actions. #### Common questions #### Can I charge a draft invoice? Yes. If the draft still has a balance due and the patient has a saved card, Charge card on file can issue the draft without emailing it. When the charge succeeds, the patient gets a receipt. #### What happens if the card is declined or needs authentication? Ona shows the result in the charge dialog. If the bank needs patient confirmation, the dialog shows Card needs authentication. If the charge is declined on a draft invoice, the invoice is issued but not emailed, and you can use Send invoice instead from the result dialog. #### What if the patient has no card on file? From Charge card on file, Ona can open a No card on file dialog. Choose Record onsite payment or Add card. #### What if the patient has more than one billing profile? Make sure the saved card is on the billing profile this invoice is paid through before you charge it. A card saved on a different billing profile cannot be charged for that invoice. #### Can staff use these payment actions? Yes. Owners, admins, and staff can use the operational invoicing workspace. Clinicians do not have access to these invoice payment actions. #### Where do I handle refunds or record a payment another way? Use Record onsite payment for cash, check, or your clinic's card terminal. For refunds, voids, and other non-link payment actions, see Refunds, voids, and recording offline payments. Related guides Invoicing patients and collecting paymentsReview patient invoices in list or board view, create and edit draft invoices, issue them to patients, and collect or record payments. Use the organization-wide Invoices page, a patient's billing page, or a visit's invoice card depending on your role and workflow.16 min readConnecting Stripe for patient paymentsConnect the practice's existing Stripe account or create a new one from Settings, check whether charges and payouts are ready, and control card-saving settings for patient intake and online payments.9 min readRefunds, voids, and recording offline paymentsRecord payments taken outside Ona, refund overpayments or specific payments, and void invoices that should no longer bill the patient. You can do this from the practice-wide Invoices page or from a patient's Invoices page.6 min readInvoice statusesUse this reference to understand invoice status groups, amount labels, refund banners, and insurance-related line labels on the Invoices page and a patient's Invoices section, including the Board view, row badges, and billing profile labels.8 min read ### Refunds, voids, and recording offline payments - Help Center URL: https://ona.health/help/refunds-voids-and-offline-payments Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Refunds, voids, and recording offline payments Record payments taken outside Ona, refund overpayments or specific payments, and void invoices that should no longer bill the patient. You can do this from the practice-wide Invoices page or from a patient's Invoices page. Billing & payments6 min readUpdated October 20, 2026 What you can do here - Record a payment you already took outside Ona on an invoice - Refund a patient when an invoice shows a credit balance or refundable payment - Void an issued invoice that should no longer bill the patient - Work from the practice-wide Invoices page or one patient's Invoices page You’ll need: the Owner, Admin, or Staff role. Use Invoices to review invoices across the practice, or open one patient's Invoices page when you are already in their chart. The list is grouped by status, and opening an invoice shows the same detail panel you can also reach from a visit's Invoice card with View invoice. #### How do I record an offline payment? In Invoices, record an onsite payment when the patient already paid outside Ona and you need the invoice balance to match. Ona calls this Record onsite payment. It updates the invoice record instead of sending a pay link or charging a saved card. 1Amount2Method3Reference or note4Record payment Use Amount (1) for the payment total, Method (2) to note how the clinic took the payment, Reference or note (3) to add details you want with the payment, and Record payment (4) to add it to the invoice. - In the left sidebar, click Invoices. Or, click Patients, open the patient, and under Billing, click Invoices. Find the invoice you want to update. - Open its ⋯ menu. - Select Record onsite payment. - Enter Amount (1). - Choose Method (2). You can also add reference or note details in Reference (3) if you want to keep more detail with the payment. - Select Record payment (4). The payment is added to the invoice, and the paid amount and balance update on the invoice. For online collection options, see Payment links and charging a card on file. #### How do I refund a patient credit? In Invoices, refund the patient when the practice holds more than the patient owes. Ona shows this most clearly as a refund due stage or label and a refund banner on the invoice. Eligible invoices can also show Keep on account in that banner. A Void invoice does not show the refund banner. 1Invoices2Refund due invoice Use the Invoices page (1) to find the invoice, and use the Refund due invoice (2) to see the invoice that has a credit to return. - In the left sidebar, click Invoices. Or, click Patients, open the patient, and under Billing, click Invoices. Open the invoice that shows a refund banner (1). - Select the Refund button in the banner. Its label includes the refund amount (2). - In Refund payment, review the payment and refund amount. - Select Refund. The invoice updates with the refund. This usually happens when money was collected first and the insurer's decision later leaves the patient owing less than was collected. If you are refunding a specific payment instead of an overpayment, open the same dialog from Refund next to that payment in the invoice's payment list or from Refund payment in the ⋯ menu. The refund dialog can show the refundable payments on the invoice so you can pick the one you want to return. On eligible invoices, the banner also offers Keep on account when you want to leave the extra credit on the patient’s account instead of refunding it. #### How do I void an invoice? In Invoices, void an invoice when it should no longer bill the patient. Use this on an issued invoice with no money still held on it. Draft invoices are deleted instead of voided. - In the left sidebar, click Invoices. Or, click Patients, open the patient, and under Billing, click Invoices. Find the invoice you want to void. - Open its ⋯ menu. The More invoice actions menu (1) can contain Refund payment and Void invoice (2). - Select Void invoice (2). - In Void invoice?, select Void invoice. 1More invoice actions2Void invoice Use More invoice actions (1) to open the menu, and use Void invoice (2) to start voiding the invoice from that menu. The invoice status changes to Void, and it no longer bills the patient. #### What can't I do here? Billing actions are limited in these ways: - Clinicians do not use this operational billing workspace. - Patient-facing invoice views hide staff billing actions. - You can record an onsite payment only on invoices in Sent, Overdue, or Partially paid status, and only when there is still a balance due. - Eligible refund banners can show Keep on account as an alternative to Refund. - You cannot void a draft invoice. Use Delete draft instead. - You cannot void an invoice that still has money on it. Refund it first. - A Void invoice does not show the refund banner. - On an archived patient's chart, invoices are read-only. You can still review and download them, but you cannot edit, send, charge, record a payment, refund, or void them. #### Common questions #### Does recording an onsite payment charge the patient? No. Record onsite payment updates the invoice record for money you already collected outside Ona. #### Why does an invoice say Overpaid · refund due? The invoice has a credit balance. Ona uses a refund due stage or label when more was collected than the patient ends up owing. #### What does Keep on account do? It leaves the eligible credit on the patient's account instead of refunding it. #### Can I void a draft invoice? No. Drafts use Delete draft. Void invoice is for issued invoices. #### Can I void an invoice after a payment? Not until the money is refunded. If an invoice still has money on it, Ona blocks Void invoice and tells you to refund it first. #### Where else can I open the same invoice? You can also open it from a patient's Invoices page or, if the invoice is attached to a visit, from the visit's Invoice card with View invoice. If a refund is due, the patient chart can also show a refund link that opens Invoices. Related guides Invoicing patients and collecting paymentsReview patient invoices in list or board view, create and edit draft invoices, issue them to patients, and collect or record payments. Use the organization-wide Invoices page, a patient's billing page, or a visit's invoice card depending on your role and workflow.16 min readPayment links and charging a card on fileCopy a pay link from an invoice, charge a patient's saved card when the invoice is eligible, and understand why these payment actions may be unavailable.7 min readInvoice statusesUse this reference to understand invoice status groups, amount labels, refund banners, and insurance-related line labels on the Invoices page and a patient's Invoices section, including the Board view, row badges, and billing profile labels.8 min readCollecting copaysReview the expected copay for a visit, issue or update a copay invoice from a claim, and open the visit invoice after billing the copay.8 min readReviewing ERAs and remittances on claimsReview posted payer remittances from a claim, understand how the payer split the balance, export ERAs as CSV when needed, and create a secondary draft when another policy should be billed.9 min read ### Collecting copays - Help Center URL: https://ona.health/help/collecting-copays Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Collecting copays Review the expected copay for a visit, issue or update a copay invoice from a claim, and open the visit invoice after billing the copay. Billing & payments8 min readUpdated October 12, 2026 What you can do here - Review the expected copay for a visit from eligibility - Issue or update a copay invoice from a claim - Choose between recording money already received and billing the copay by invoice when the claim belongs to a visit - Open the visit invoice after billing a copay You’ll need: access to the visit or claim. Some billing actions also require permission to make billing changes. Visit copays can start from a visit or from a claim. The expected copay may come from the visit's eligibility check. If eligibility does not provide a clear copay, Ona can use the service type's default or show payer copay options for you to choose from. When a claim belongs to a visit, Ona uses the visit copay workflow so the copay stays tied to that visit. A claim that is not tied to a visit uses the claim-only dialog instead. #### How do I review the expected copay on a visit? In the left sidebar, click Visits, then open the visit. Under Visit coverage, click Insurance to review the copay before you collect it. Use the Eligibility (1) card to review Plan (2) to confirm which coverage the amount came from, Checked (3) to see when Ona last read the plan, and View eligibility details (4) to open the matching copay rows. - In Eligibility, review Plan to confirm which coverage the amount came from. - Review Checked to see when Ona last read the plan. - Select View eligibility details. - If Ona shows one matching copay amount, select Use. If eligibility shows more than one possible copay row, choose the row that matches the visit. If it does not identify a single clear copay, Ona can use the service type's default or let you enter the amount later when you bill the copay. After you accept a suggestion, that amount becomes the expected copay for the visit. For more about the plan response, see Reading eligibility results. #### How do I issue or update a copay invoice from a claim? In the left sidebar, under Admin, click Claims, then open the claim. You may also see the same claim copay dialog on a patient's claims page. Use this route when you want to bill the patient before the payer rules on the claim. 1Claims2Open a claim Use Claims (1) to open the claims queue. Callout Open a claim (2) marks a claim row you can open from the queue. With the copay dialog open: - In Copay to collect, enter the amount. - If the dialog shows Checking the plan for a copay…, wait for the suggestion to load. - If Ona shows one matching eligibility amount, select Use. - Select Issue invoice. If the claim already has a copay invoice, select Update invoice. If Ona shows more than one possible copay row, choose the row that applies or enter the amount yourself. After the invoice is ready, take payment from the invoice. The claim stays with the payer, and the remittance reconciles the payer's actual split later. For taking payment from the invoice, see Invoicing patients and collecting payments and Payment links and charging a card on file. #### Should I record a copay or bill the copay by invoice? When a claim belongs to a visit, Ona opens the visit copay workflow instead of the claim-only dialog. Choose the route based on whether you already have the payment. 1Record money already received2Bill by invoice Use Record money already received (1) when the patient paid at the desk. Use Bill by invoice (2) when the patient still needs to pay by card or payment link. The table below explains when to pick each one and what happens. Choice Use it when What happens Record money already received The patient paid at the desk or you are entering money already in hand. The amount is held on the patient's account. This does not require an invoice or claim. Bill by invoice The patient still needs to pay by card or payment link. Ona bills the copay through the visit's claim and opens the invoice when it is ready. Billing by invoice depends on the visit having a claim that can be billed for the copay. If there is no claim to bill through, or the visit has already been invoiced without the copay, Ona stops the action instead of creating a conflicting bill. For more about taking payment from an invoice, see Invoicing patients and collecting payments. #### How do I open the invoice after billing a copay? In the left sidebar, click Visits, then open the visit. Under Visit coverage, click Billing to open the visit invoice after you bill the copay. 1Invoice card2Create draft invoice Use the Invoice card (1) to review the visit invoice. If the visit does not have an invoice yet, Create draft invoice (2) may appear for team members who can create billing drafts when the visit is linked to a patient. - In the Invoice card, review Invoice, Total, Balance, Line items, and either Issued or Created. - If the invoice has a due date, review Due. - Select View invoice. The invoice opens in a detail sheet. #### What happens when the claim belongs to a visit? From Claims, a patient's claims page, or a visit-linked claim flow, a claim that belongs to a visit uses the visit copay workflow instead of the claim-only dialog. 2Copay amount3Cancel4Issue invoice Use Copay amount (2) to enter the amount, Cancel (3) to close the dialog, and Issue invoice (4) to bill the copay by invoice. That visit workflow gives you two routes: record money already received, or bill the copay by invoice. After you save the copay, Ona updates the visit copay, the patient's balance, and related billing or claim records. If you issue an invoice, Ona can open that invoice once it is ready. #### What can't I do here? In the claim copay dialog and the visit-linked copay workflow, copay collection is limited in these ways: - Self-pay visits do not have a visit copay. - A claim that is not tied to a visit can only issue or update an invoice. It cannot record money already received. - You cannot bill a visit copay by invoice when there is no claim to bill through. - You cannot bill a visit copay by invoice when the visit has already been invoiced without the copay. - Ona blocks invalid copay amounts. In Copay to collect, enter a non-negative amount in dollars and cents. - If you do not have permission to make billing changes, some copay actions are blocked. #### Common questions #### Where does a recorded copay go? A recorded copay is held on the patient's account. Use this for money already in hand. #### Where does the suggested copay amount come from? Ona uses the visit's eligibility check when it can identify the copay. If eligibility does not provide one, Ona can use the service type's default. #### Why did Ona show more than one possible copay? Eligibility can return more than one payer copay row. When Ona cannot tell which one applies, choose the row that matches the visit or type the amount. #### Can I collect a copay before the claim is decided? Yes. You can bill the patient their copay before the payer rules on the claim. The remittance reconciles the payer's actual split later. #### Why couldn't I issue the copay invoice? Ona stops the invoice when the claim or visit is not billable for that copay, or when the amount is invalid. Related guides Invoicing patients and collecting paymentsReview patient invoices in list or board view, create and edit draft invoices, issue them to patients, and collect or record payments. Use the organization-wide Invoices page, a patient's billing page, or a visit's invoice card depending on your role and workflow.16 min readPayment links and charging a card on fileCopy a pay link from an invoice, charge a patient's saved card when the invoice is eligible, and understand why these payment actions may be unavailable.7 min readWorking the claims queueUse the claims queue to find, filter, submit, review and follow up on insurance claims. Learn how payer statuses, workflow buckets, claim details, alerts, history and versions fit together.11 min readReading eligibility resultsOpen a visit's eligibility details, read the coverage verdict, review insurance and authorization information, and understand benefit rows and failed checks.10 min readHow claims move through OnaUnderstand the claim lifecycle in Ona, from draft claim data through submission, payer responses, payments, secondary claims and patient billing.8 min read ### Setting up memberships and recurring billing - Help Center URL: https://ona.health/help/memberships Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Setting up memberships and recurring billing Enable memberships, create monthly or yearly recurring plans with included items and optional fixed terms, review enrolled patients by plan, and understand what happens when you edit or archive a plan. Billing & payments9 min readUpdated October 20, 2026 What you can do here - Turn memberships on for your organization - Create monthly or yearly membership plans in US dollars - Add included services, packages, or custom items to a plan - Set a plan to renew until cancelled or end after a fixed number of payments - Choose whether a plan appears on the booking page - Review active members by plan and check a patient's memberships from their record You’ll need: the Owner or Admin role and Stripe connected with charges enabled. A patient needs a card on file before enrollment. Memberships are managed in Settings → Billing → Memberships. In the left sidebar, click Settings (at the bottom). In the settings menu, under Billing, click Memberships. If Stripe charges are not enabled, this page shows a warning card with Connect Stripe before you turn memberships on. See Connecting Stripe for patient payments. The settings page includes the membership toggle and a link to set up plans on the Services page. The Memberships settings page shows a Connect Stripe warning card above the Memberships toggle and a link to the Services page for membership plans. #### How do I turn memberships on? Use Settings → Billing → Memberships to make recurring membership plans available for your organization. 1Settings2Memberships3Memberships Use Settings (1) to open Settings, Memberships (2) in the Billing settings menu to reach this page, and the Memberships toggle (3) to turn the feature on or off. - In the left sidebar, click Settings (at the bottom). In the settings menu, under Billing, click Memberships. - If Stripe charges are not enabled, select Connect Stripe and finish Stripe setup first. - Turn on Memberships. - Save your change from the sticky Save changes dock. When memberships are on, the page keeps the toggle saved and shows the link to membership plans on the Services page. #### How do I create a membership plan? In the left sidebar, click Settings (at the bottom). In the settings menu, under Billing, click Memberships. Then click the Membership plans link to open the Services page, where you create and manage plans. 1Name2Price (USD) Use Name (1) for the plan name, and Price (USD) (2) for the monthly or yearly amount. - On the Services page, select Create plan if this is your first plan, or New plan if plans already exist. - Enter a Name. - Add a Description if staff need context when enrolling patients. - Enter Price (USD). The amount must be greater than 0. - Choose Monthly or Yearly for Billed. - Choose whether the plan ends When cancelled or After a set number of payments. If you choose a fixed term, enter the Number of payments. - Add the included services, packages, or custom items the plan covers. - If multiple billing profiles exist, choose a Billing profile. The plan stays with the billing profile you choose here after it is created. - Turn on Show on booking page if you want patients to join online and book their first visit with it. - Select Create plan. The plan appears in the active plan list. Each plan card shows the name, billing interval, price, included contents, and a term badge when the plan has a fixed number of payments. When patients are enrolled, the card also shows the member count. #### How do I edit a membership plan? In the left sidebar, click Settings (at the bottom). In the settings menu, under Billing, click Memberships, then use the Membership plans link on the Services page when the name, description, price, billing interval, included items, fixed-term payments, or booking-page visibility needs to change. - On the Services page, find the plan. - Select Edit plan. - Update the plan details. - Select Save plan. 1Details2Price and billing3What's included Use Details (1) for the plan name and description, Price and billing (2) for the amount, billing interval, ending rule, and billing profile, and What's included (3) for the services, packages, or custom items the plan covers. Changing the price, interval, included items, fixed-term payments, or booking-page visibility applies to new enrollments only. Patients already enrolled keep what they joined with. If multiple billing profiles exist, the plan keeps the billing profile it was created for. #### How do I archive a membership plan? In the left sidebar, click Settings (at the bottom). In the settings menu, under Billing, click Memberships, then use the Membership plans link on the Services page when you do not want new patients enrolled into a plan. - On the Services page, find the active plan. - Select Archive plan. - Review the confirmation message. - Select Archive. 1Archive plan2Cancel3Archive Use Archive plan (1) to start archiving the plan, Cancel (2) to keep it as it is, and Archive (3) to confirm the change. Archived plans are grouped below active plans and are no longer available for new enrollments. Patients already enrolled keep their membership and continue to be billed until canceled. #### How do I review enrolled patients by plan? In the left sidebar, click Settings (at the bottom). In the settings menu, under Billing, click Memberships, then open the Membership plans link on the Services page to see current membership enrollment across the organization. 1Members2No members yet Use Members (1) to review the patients enrolled in the plan. It shows the active member count and, when there are members, lists them in the plan group. If there are no enrolled patients, the No members yet empty state (2) appears here. The plan list groups enrolled patients by plan. Each plan group shows the plan price and interval, included contents, the active member count, and a term badge when the plan ends after a set number of payments. Patient rows show the patient's name, email when available, renewal date when available, and membership status. Select a plan group to collapse or expand its member list. Status badges you may see include Trialing, Active, Past due, Unpaid, Cancelled and Expired. #### How do I check a patient's memberships? In the left sidebar, click Patients, then click the patient's name. In the patient chart's Billing section, click Memberships when you need to review a patient's memberships or troubleshoot enrollment from the patient record. 1Memberships on the patient record2The active membership3Payment method Use Memberships on the patient record (1) to open the patient's memberships view, The active membership (2) to review the current plan, and Payment method (3) to see the card on file. A patient must have a card on file before enrollment. Available plans exclude plans where the patient already has an active membership, so a patient cannot be enrolled twice into the same plan. If enrollment cannot be completed, Ona shows a reason: Message What to check Can't enroll yet The patient may need a card on file, Stripe setup may not be ready, or the plan may be archived. Card declined The payment method was declined. Update the card and try again. Already enrolled The patient already has an active membership on that plan. Plan unavailable The plan is no longer available. For the patient enrollment workflow, see Enrolling patients in memberships. For cards on file, see Payment links and cards on file. #### What can't I do here? In the left sidebar, click Settings (at the bottom). In the settings menu, under Billing, click Memberships. Memberships have these limits: - Staff and clinicians cannot open membership settings or manage plans. - Membership settings are not available until Stripe charges are enabled. - Plans can bill Monthly or Yearly only. - Plan prices are in USD. - Plan prices must be greater than 0. - Plans can include services, packages, and custom items. - Plans can end When cancelled or After a set number of payments. - Plans can be shown on the booking page only when they include a service or package that can be booked online. - Plans cannot be deleted from this page. They can be archived. - Archived plans cannot be used for new enrollments. - A plan's billing profile is fixed after it is created. - Editing a plan's price, interval, included items, fixed-term payments, or booking-page visibility does not move existing members to the new version. - A patient cannot be enrolled in the same active plan twice. - A patient cannot be enrolled until they have a card on file and membership setup is ready. #### Common questions #### Do I need Stripe before setting up memberships? Yes. In the left sidebar, click Settings (at the bottom). In the settings menu, under Billing, click Memberships. If Stripe charges are not enabled, the page shows a warning card with Connect Stripe. #### Can I create a quarterly or weekly membership? No. Membership plans support Monthly and Yearly billing intervals. #### What happens if I change a plan's price? The new price applies to new enrollments only. Existing members keep their current rate. #### Does archiving a plan stop billing for current members? No. Archiving hides the plan from new enrollments. Existing memberships continue until they are canceled. #### Why is a patient not available for a plan? Open the patient record: in the left sidebar, click Patients, then click the patient's name. In the patient chart's Billing section, click Memberships. The available plan list excludes plans where the patient already has an active membership. Archived or unavailable plans also cannot be used for new enrollment. #### Can I change the billing profile later? No. Choose the Billing profile when you create the plan if multiple billing profiles exist. After that, the plan stays with the billing profile it was created for. Related guides Connecting Stripe for patient paymentsConnect the practice's existing Stripe account or create a new one from Settings, check whether charges and payouts are ready, and control card-saving settings for patient intake and online payments.9 min readPayment links and charging a card on fileCopy a pay link from an invoice, charge a patient's saved card when the invoice is eligible, and understand why these payment actions may be unavailable.7 min readEnrolling a patient in a membershipTurn memberships on, create a plan with services, packages, and custom items, enroll a patient from their chart, and review status, payment progress, and included coverage details.8 min readInvoicing patients and collecting paymentsReview patient invoices in list or board view, create and edit draft invoices, issue them to patients, and collect or record payments. Use the organization-wide Invoices page, a patient's billing page, or a visit's invoice card depending on your role and workflow.16 min readWhat patients see in the portalUnderstand the patient-facing portal and public Welcome page so your team can answer questions about visits, forms, records, shared files, care plans, messaging and payments.13 min read ### Enrolling a patient in a membership - Help Center URL: https://ona.health/help/enrolling-patients-in-memberships Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Enrolling a patient in a membership Turn memberships on, create a plan with services, packages, and custom items, enroll a patient from their chart, and review status, payment progress, and included coverage details. Billing & payments8 min readUpdated October 20, 2026 What you can do here - Turn memberships on for the whole practice - Create a membership plan that patients can join - Enroll a patient from the Memberships section of their chart - Review membership statuses, payment progress, renewal details, and common enrollment errors - Understand what changes apply only to new enrollments You’ll need: an active membership plan. Owners or admins if you need to turn memberships on or create plans, Stripe ready to take charges, and in some cases a card on file for the patient. You enroll patients from the Memberships section of their chart. Owners and admins first turn memberships on in Settings, then create plans on Services. Patients can also join memberships themselves from the booking page or patient portal. To offer a plan on the booking page, the plan needs at least one service or package. #### How do I check that memberships are ready to use? On the memberships settings page, owners and admins turn memberships on for the whole practice before anyone can start enrolling patients. 1Settings2Memberships Use Settings (1) in the left sidebar to open organization settings. Under Billing, choose Memberships (2) to control whether the practice offers memberships. - In the left sidebar, click Settings. - In the settings menu, under Billing, click Memberships. - If the page shows Connect Stripe first, click Connect Stripe and finish Stripe setup. See Connecting Stripe for patient payments. - Turn on Memberships. - Click Save changes. After you save, the Complete setup section gives you a link to the memberships area on Services. If you just turned memberships on, save first - the plan link stays disabled until the setting is saved. #### How do I create a membership plan? On the Services page, owners and admins create the plans patients can join. 1Memberships2New membership On the Services page, the Memberships section (1) lists your current plans. Click New membership (2) to open the plan form. If the plan should include visits, packages, or extras, add them with Service, Package, or Custom item before you save it. If your practice has multiple billing profiles, choose Billing profile now - the plan stays with that billing profile after you create it. - In the left sidebar, click Services. - In the Memberships section, click New membership. - Enter Name and Price (USD). - Optional: add Description. - Under Billed, choose Monthly or Yearly. - Under Ends, choose When cancelled or After a set number of payments. If you choose After a set number of payments, enter Number of payments. - If your practice has multiple billing profiles, choose Billing profile. - Click Create plan. The plan becomes available for enrollment after it is created. Description is optional and can be up to 500 characters. Price (USD) must be greater than 0. If you want patients to join the plan from the booking page, the plan needs at least one service or package before it can be shown there. #### How do I enroll a patient in a membership? In a patient's chart, use Memberships in the patient sidebar to review current memberships and start an enrollment from an available plan. 1Memberships Use Memberships (1) in the patient sidebar to open the patient's memberships page. 1Enroll in a membership heading2No card on file warning3Cancel button The Enroll in a membership heading (1) names the dialog, No card on file (2) warns that the patient still needs a payment method, and Cancel (3) closes the dialog. Use the current memberships (1) to check whether the patient is already on the plan. Use the available plans (2) to choose a plan the patient can still join. - In the left sidebar, click Patients, then click the patient's name. - In the patient sidebar, click Memberships. The page shows the patient's current memberships and the plans that are still available to enroll. Available plans exclude plans the patient is already active on. Review the patient's current memberships before you start. Do not enroll the patient into the same plan again while it is Trialing, Active, or Past due. When you start the enrollment, Ona asks you to confirm it on the page. After enrollment, the membership appears on the patient's memberships page with its status. If enrollment fails, use the message to decide what to fix. Card declined means the payment method was declined. Can't enroll yet usually means a card on file or payment setup is missing. Already enrolled means the patient already has an active-like membership on that plan. Plan unavailable means the plan is no longer available. For card updates, see Payment links and charging a card on file. #### How do I review membership status and renewals? On the same page, use Memberships to review whether a membership is live, needs attention, or has ended. Owners and admins can also open a membership plan on Services to review its current Members list. 1Memberships2Members In the patient's chart, use Memberships to review the patient's memberships. On Services, use Memberships (1) to open the plan area, and use Members (2) to review the current members on that plan. Status What to know Trialing The membership is live and its included visits can be used. Do not re-enroll the patient into the same plan. Active Past due Treat this as active-like for enrollment decisions, so do not re-enroll the same plan. Its included visits do not cover new bookings until payment is settled. Unpaid A membership status you may see after payment problems. Cancelled A membership status you may see on a membership that has been cancelled. Expired A membership status you may see on a membership that has ended. For fixed-term plans, you may see payment progress such as Payment 3 of 6. For renewing plans, you may see a renewal date when one is available. #### What can't I do here? When you use memberships from the patient chart, Settings, or Services, these limits apply: - Staff and clinicians can enroll patients in memberships, but only owners and admins can turn memberships on from Settings or create and manage plans on Services. - You cannot turn memberships on until Stripe can take charges. If Stripe is not ready, the page shows Connect Stripe first. - You cannot save a plan without Name and a Price (USD) greater than 0. - Description must be 500 characters or fewer. - If you choose After a set number of payments, Number of payments must be from 2 to 120. - If your practice has multiple billing profiles, you choose the plan's Billing profile when you create it, and you cannot change it later. - Included services, packages, and custom items can be added to a plan, and included service and package quantities must be whole numbers from 1 to 999. - Archived plans cannot be used for new enrollments. - Changing a plan's price, billing, number of payments, or included items applies to new enrollments only. Patients already enrolled keep what they joined with. - A plan cannot be shown on the booking page until it includes at least one service or package. - Do not re-enroll a patient into the same plan while their membership is Trialing, Active or Past due. #### Common questions #### Why don't I see a plan for the patient? The patient's available plans already exclude plans they are active on. A plan can also be missing because it was archived, memberships are not fully set up yet, the plan is not available on the booking page, or the patient still needs payment setup before enrollment can complete. #### Can staff enroll patients in memberships? Yes. Owners, admins, staff and clinicians can use the patient's Memberships page for patients they can access. Only owners and admins can turn memberships on from Settings or create and manage plans on Services. #### What happens if the patient's card is declined? Enrollment stops and Ona shows Card declined. Update the patient's payment method, then try the enrollment again. See Payment links and charging a card on file. #### Can I change a membership price for existing members? No. Changing a plan's price, billing, number of payments, or included items applies to new enrollments only. Existing members keep what they joined with. #### What happens when I archive a plan? The plan is no longer available for new enrollments. Patients already enrolled keep their membership and continue to be billed until cancelled. Related guides Setting up memberships and recurring billingEnable memberships, create monthly or yearly recurring plans with included items and optional fixed terms, review enrolled patients by plan, and understand what happens when you edit or archive a plan.9 min readConnecting Stripe for patient paymentsConnect the practice's existing Stripe account or create a new one from Settings, check whether charges and payouts are ready, and control card-saving settings for patient intake and online payments.9 min readPayment links and charging a card on fileCopy a pay link from an invoice, charge a patient's saved card when the invoice is eligible, and understand why these payment actions may be unavailable.7 min readInvoicing patients and collecting paymentsReview patient invoices in list or board view, create and edit draft invoices, issue them to patients, and collect or record payments. Use the organization-wide Invoices page, a patient's billing page, or a visit's invoice card depending on your role and workflow.16 min read ### Invoice statuses - Help Center URL: https://ona.health/help/invoice-statuses Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Invoice statuses Use this reference to understand invoice status groups, amount labels, refund banners, and insurance-related line labels on the Invoices page and a patient's Invoices section, including the Board view, row badges, and billing profile labels. Billing & payments8 min readUpdated October 20, 2026 What you can do here - Read invoice status groups on Invoices and a patient's Invoices section in list or Board view - Tell whether an invoice is a draft, ready to send, sent, awaiting insurance, paid, refund due, or void - Interpret balance, refund, insurance-related line labels, row badges, and billing profile labels when your organization has more than one profile - Understand which draft line items can be edited or removed - See when a paid invoice can show Keep on account instead of a refund You’ll need: access to the org-wide Invoices page or the patient's Invoices section. In the left sidebar, under Billing, click Invoices to review invoices across the practice. To review one patient's invoices, in the left sidebar, click Patients, click the patient's name, then click Invoices in the patient sidebar. The Invoices page can show a grouped list or a Board view, and includes filters for Search, Updated, Status, Patient, Billing profile, and Created in a sidebar card with a Reset action in the header. Use the callouts on the screenshot to read the grouped status sections: Draft (1), Sent (2), Paid (3), and Void (4). 1Invoices2List / Board view Use Invoices (1) in the left sidebar to open billing, and use List or Board view (2) to switch between the two layouts. #### Invoice status groups In the left sidebar, under Billing, click Invoices, or open a patient by clicking Patients and the patient's name, then click Invoices in the patient sidebar. Invoice status groups show where invoices are in the billing workflow, and the page can also switch to a Board view. Use the callouts on the screenshot to read the group headers: Draft (1), Sent (2), Paid (3), and Void (4). 1Draft2Sent3Paid4Void Use Draft (1) for invoices that have been created but not issued yet, Ready to send (2) for invoices that are issued and waiting to go out to the patient, Sent (3) for invoices that have been issued to the patient, Awaiting insurance (4) for invoices that are waiting on the payer, Refund due (5) for invoices that hold a credit balance, Paid (6) for invoices whose balance is paid, and Void (7) for invoices that no longer bill the patient. Status What it means Draft The invoice has been created but has not been issued yet. Draft invoices can be reviewed and edited before sending, or finalized without sending to issue the invoice without emailing the patient or creating a pay link. Ready to send The invoice is issued and waiting to be sent to the patient. Sent The invoice has been issued to the patient. If a balance remains, the invoice can still be collected. Awaiting insurance The invoice is waiting on the payer. The patient amount can be unknown until insurance responds. Refund due The invoice has a credit balance and money needs to go back to the patient. Paid The invoice balance is paid. A paid invoice can still show a refund action if money is held and the practice collected more than the patient owes. Void The invoice was voided and no longer bills the patient. Rows in the list or Board view can also show status badges such as Ready to send and a scheduled auto-charge badge for staff. Rows can also show a billing profile label when the practice has more than one billing profile. Invoice status and detail views can also show Refund due when the invoice holds a credit balance, and they can show Refund due for reschedule-fee and other penalty invoices when the amount is owed back to the patient. #### Invoice amount labels In the left sidebar, under Billing, click Invoices, or open a patient by clicking Patients and the patient's name, then click Invoices in the patient sidebar. The invoice detail panel shows the amount that matters for the invoice's current state. 1Invoice total2Balance due Use Invoice total (1) for a draft invoice, or an invoice with no payment collected yet, and use Balance due (2) when the patient still owes money on the invoice. Label When you see it Invoice total A draft invoice, or an invoice with no payment collected yet. The full invoice amount. Drafts also show the due date when one is set, or that no due date is set. Balance due The patient still owes money on the invoice. The remaining amount to collect. If part of the invoice has been paid, the detail also shows the invoice total and due date when available. Money has been collected and no balance is due. The invoice is paid in full unless insurance is still pending. If insurance is still pending, the detail can read Paid so far - insurance still to respond. Voided The invoice status is Void. The invoice total is shown as voided, and the invoice no longer bills the patient. Refund {amount} to the patient The invoice has a credit balance and is not Void. The banner explains the amount to return to the patient. Eligible invoices can also show Keep on account in the refund banner, which keeps the credit on the patient's account instead of paying it back. #### Line item responsibility labels In the left sidebar, under Billing, click Invoices, or open a patient by clicking Patients and the patient's name, then click Invoices in the patient sidebar. Invoice lines can show who is responsible for the line and whether insurance has responded. Line label Self-pay The patient owes the line amount. Lines without an insurance responsibility also read as self-pay. The line is waiting for the payer's response. The patient amount is unknown and shows as a dash, not as zero. Estimated copay · awaiting insurance The patient has an expected amount to pay now, but final responsibility is still pending insurance. Covered by insurance Insurance has adjudicated the line and the patient responsibility is $0.00. Patient responsibility Insurance has adjudicated the line and the patient owes part or all of it. #### Draft line item editing rules In the left sidebar, under Billing, click Invoices, or open a patient by clicking Patients and the patient's name, then click Invoices in the patient sidebar. Draft invoice lines can be editable, but some lines are protected because they come from another billing source. 1Edit line2Add line item3Add from inventory Use Edit line (1) to open an existing draft line, Add line item (2) to add a manual line, and Add from inventory (3) to add a stocked item. Line type What you can change What you cannot change Manual line Description, quantity, and unit price. The invoice editor only changes those line fields. Claim line Description. The amount cannot be changed from the invoice because it comes from the insurance claim. Claim lines cannot be removed from the invoice. Service package line The amount cannot be changed from the invoice because it comes from the service package. Package lines cannot be removed from the invoice. Last line for a visit Description, and price fields when they are not otherwise locked. The last line for a visit cannot be removed from the draft. Delete the draft to un-bill it. For payment actions, see Payment links and charging a card on file. For refunds, voids, and recording offline payments, see Refunds, voids, and recording offline payments. Related guides Invoicing patients and collecting paymentsReview patient invoices in list or board view, create and edit draft invoices, issue them to patients, and collect or record payments. Use the organization-wide Invoices page, a patient's billing page, or a visit's invoice card depending on your role and workflow.16 min readPayment links and charging a card on fileCopy a pay link from an invoice, charge a patient's saved card when the invoice is eligible, and understand why these payment actions may be unavailable.7 min readRefunds, voids, and recording offline paymentsRecord payments taken outside Ona, refund overpayments or specific payments, and void invoices that should no longer bill the patient. You can do this from the practice-wide Invoices page or from a patient's Invoices page.6 min readEstimates (billing quotes)Review the quote attached to a visit, send it to the patient, track whether it was accepted or declined, and turn an accepted quote into a draft invoice.6 min readClaim statuses and bucketsUse claim statuses, buckets, and alerts to read the claims queue and prioritize follow-up work.5 min read ### Promo codes - Help Center URL: https://ona.health/help/promo-codes Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Promo codes Switch promo codes on for your organization, manage the codes your practice offers, and understand where patients can apply them during booking and payment. Billing & payments6 min readUpdated October 13, 2026 What you can do here - Turn promo codes on for your organization - Create, edit, enable, and disable promo codes in settings - Understand where patients can apply promo codes during booking and payment - See when a promo code changes the amount due or removes the need for payment You’ll need: the Owner or Admin role. Promo codes let you offer discounts on eligible online bookings and eligible self-pay invoices. Owners and admins manage promo codes in Settings. Patients then enter a code in the promo code field when Ona shows it during booking or payment. #### How do promo codes work on the booking page? On the online booking page, patients use promo codes at Review and book. The promo code field shows only when promo codes are switched on for your organization and the booking includes something the patient is paying for online now. A booking can use a promo code only for one of these at a time: - a membership the patient is joining - a package the patient is buying that requires payment to book - a visit that requires payment to book If a visit is already covered by a membership, the patient will not see the promo code field for that visit. - The patient moves through the booking flow with Continue and Pick a time until they reach Review and book. - In the promo code field, they enter the code and select Apply. - If the code is valid, Ona shows the code, the discount, and the updated amount due. - If the code is not valid, Ona shows the reason next to the field. - If the patient changes the service, package, or membership after applying a code, Ona checks the code again and removes it if it no longer applies. Patients do not need to sign in before applying a promo code on the booking page. If they type a code and go on to confirm the booking without selecting Apply, Ona applies the typed code first so it is not lost. For more about the booking page itself, see Your website and online booking page. #### How do promo codes work on patient invoices? In the patient portal, patients use promo codes on eligible invoice payment screens before they pay. Ona shows the promo code field only when the invoice is eligible. An invoice is eligible only when all of these are true: - it has at least one line item - every line item is self-pay - it includes a visit or a service package purchase - it does not already have a promotion adjustment - In the promo code field, the patient enters the code. - They select Apply. - If the code is valid, Ona adds it as a promotion adjustment and lowers the balance due. If the patient types a code and continues to pay without selecting Apply, Ona applies the typed code first. When a promo code covers the full balance, the invoice is settled. For more about patient-facing billing, see Invoicing patients and collecting payments and What patients see in the portal. #### How do owners and admins manage promo codes? In Settings, owners and admins control whether your practice accepts promo codes at all, and they manage the individual codes your practice offers. In the left sidebar, click Settings. In the settings menu, under Billing, click Promo Codes. Promo codes are off until your organization switches them on. While they are off, Ona does not show the promo code field on the booking page. The admin actions this feature supports are creating a promo code, editing a promo code, enabling a promo code, and disabling a promo code. Use the Promo codes on/off (1) switch to turn promo codes on or off for the organization. Use New code (2) to create a new promo code. ANNUAL50 (3) is an existing promo code row. Use Edit ANNUAL50 (4) to edit that code, and Switch off ANNUAL50 (5) to disable it. 1Promo codes on/off2New code3ANNUAL504Edit ANNUAL505Switch off ANNUAL50 Because promo-code checking on the booking page is public, patients can apply a code before they sign in. #### What happens when a promo code changes the amount due? On the online booking page at Review and book and on eligible patient invoice payment screens, Ona updates the amount due as soon as a promo code is accepted. For visits, packages, and invoices, a valid code can reduce the amount due all the way to zero. When that happens for a visit or package booking, the patient can finish the booking without paying for that item online. When it happens on an eligible invoice, the invoice is settled. Memberships work a little differently. A membership promo code can reduce the first payment, or it can reduce every membership payment. Ona shows that in the booking summary. Even if a membership promo code reduces the first amount due, the patient still completes the membership join through Stripe. #### What can't I do here? For promo codes in Settings, on the online booking page at Review and book, and on eligible invoice payment screens, access and behavior are limited in these ways: - Only owners and admins can manage promo codes in Settings. - Staff and clinicians cannot manage promo codes in Settings. - Patients can use only one promo code at a time during booking. - Patients cannot apply a promo code to a booking unless they are paying for an eligible visit, package, or membership online at that point. - Patients cannot apply a promo code to an invoice that already has a promotion adjustment. - Patients cannot apply a promo code to an invoice unless every line item is self-pay. - Promo code entries are limited to 40 characters. #### Common questions #### Do patients need to sign in before they apply a promo code on the booking page? No. Ona checks booking promo codes before sign-in, so a patient can apply a code first and sign in later to finish booking. #### What if a patient types spaces or lowercase letters in the code? Ona trims extra spaces and converts the code to uppercase before checking it. #### What happens if a patient changes what they are booking after they apply a code? Ona checks the code again against the new service, package, or membership. If the code no longer applies, Ona removes it. #### Can a promo code cover the full price? Yes. A promo code can reduce an eligible visit, package, or invoice balance to zero. If a membership promo code reduces the first payment, the patient still completes the membership join through Stripe. #### Can a membership promo code discount more than the first payment? Yes. Some membership promo codes reduce every membership payment, not only the first one. Related guides Your website and online booking pageSet your practice logo, publish your welcome page, turn on online booking, and copy the public links from Settings.9 min readWhat patients see in the portalUnderstand the patient-facing portal and public Welcome page so your team can answer questions about visits, forms, records, shared files, care plans, messaging and payments.13 min readInvoicing patients and collecting paymentsReview patient invoices in list or board view, create and edit draft invoices, issue them to patients, and collect or record payments. Use the organization-wide Invoices page, a patient's billing page, or a visit's invoice card depending on your role and workflow.16 min readConnecting Stripe for patient paymentsConnect the practice's existing Stripe account or create a new one from Settings, check whether charges and payouts are ready, and control card-saving settings for patient intake and online payments.9 min read ### Choosing the logo on invoices and superbills - Help Center URL: https://ona.health/help/choosing-the-logo-on-invoices-and-superbills Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Choosing the logo on invoices and superbills Upload, replace, or remove your practice logo for invoices, superbills, and other patient-facing pages. Changes are staged until you save the organization's settings page. Billing & payments3 min readUpdated October 19, 2026 What you can do here - Upload your practice logo in the Logo and icon section for patient-facing invoices and superbills - Replace an existing practice logo with a new one - Remove your practice logo from the Logo and icon section - Check which file types and sizes are allowed before you upload You’ll need: the Owner or Admin role. Use the Logo and icon section in Settings → Organization to choose whether invoices and superbills use your practice logo or the Ona logo. The same logo is also used on other patient-facing pages. #### How do I add or replace my practice logo? - In the left sidebar, click Settings. In the settings menu, click Organization. - In Logo and icon, use the Practice logo item to add or replace your practice logo when you want patients to see your branding on invoices and superbills. 1Practice logo2Upload logo Use the Practice logo item (1) to preview the current logo or the new one you picked, and use Upload logo (2) to choose a file. - In Logo and icon, select Upload logo. If you already have a logo, select Replace. - Choose a PNG, JPEG or WebP file that is no larger than 2 MB. Ona shows the image in the practice logo preview area (1) as a preview. The change is staged first, so patients do not see the new logo until you save the page. #### How do I switch back to the Ona logo? In the left sidebar, click Settings. In the settings menu, click Organization. On the same page, remove your practice logo in Logo and icon when you want the section to switch billing documents back to the Ona logo. - On the same page, in Logo and icon, select Remove. The logo is marked for removal when you save the page. #### What can't I do here? In Settings → Organization, logo changes in Logo and icon are limited in these ways: - Only owners and admins can manage this setting. - You can upload only one logo file at a time. - The file must be a PNG, JPEG or WebP image. - The file cannot be larger than 2 MB. - Uploading, replacing or removing a logo does not publish the change right away. The change waits until you save the page. #### Common questions #### Where will patients see this logo? This logo is used on patient-facing pages, including invoices and superbills. #### What file types can I use? You can use PNG, JPEG or WebP. The file must be 2 MB or smaller. #### Why didn't my new logo show up yet? Uploading or removing a logo only stages the change first. You see the new result after you save the page. #### What happens if my file is too large or the wrong type? Ona shows an error that says Can't use that image. Choose a PNG, JPEG or WebP file that is 2 MB or smaller. #### What happens if Ona can't read the file? Ona shows an error that says Couldn't read that file and asks you to try a different image. Related guides Invoicing patients and collecting paymentsReview patient invoices in list or board view, create and edit draft invoices, issue them to patients, and collect or record payments. Use the organization-wide Invoices page, a patient's billing page, or a visit's invoice card depending on your role and workflow.16 min readFrom visit billing to superbill and claimCreate and review a superbill from a completed visit, then finalize, download, or void it. Start a draft claim from the visit’s Insurance page when the claim workflow is available.6 min readSetting up your workspaceSet up your own profile, your organization contact details, branding and privacy setting, and the locations and rooms your team works from.9 min read ### Memberships in the patient portal - Help Center URL: https://ona.health/help/patient-portal-memberships Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Memberships in the patient portal Turn memberships on for your organization, understand what patients can do with them in the portal, and know how plan changes affect current members. Billing & payments6 min readUpdated October 13, 2026 What you can do here - Turn memberships on so patients can manage them in the portal - Understand what patients can see and do with current and past memberships - See how plan edits and archived plans affect what patients can join - Know when a membership stops covering visits You’ll need: the Owner or Admin role. If you're turning memberships on, Stripe must be connected and able to take payments. Memberships let patients pay for a recurring plan and use the visits, packages, or extras included in it. Use the Memberships settings page to turn the feature on, then use the Services page to build the plans patients can join. #### How do I turn memberships on for patients? In the left sidebar, click Settings. In the settings menu, under Billing, click Memberships. On the Memberships settings page, turn memberships on only after Stripe can take payments. Memberships bill a patient's card every month or year, so the feature stays off until Stripe is ready. 1Settings2Memberships Use Settings (1) in the left sidebar, then Memberships (2) in the Billing section to get to this page. - If you see Connect Stripe first, click Connect Stripe. - Finish the Stripe setup. For the full connection steps, see Connecting Stripe for patient payments. - Turn on Memberships. - Click Save changes. After you save, memberships are turned on for patient-facing pages and navigation. #### What can patients do with memberships in the portal? In the patient portal's memberships area, patients can manage their own memberships without calling your office for routine changes. Patients can: - see their current memberships - review past memberships as history - see plans that are available to join - cancel a membership For active memberships, patients can see the membership status and what the plan includes. Included services show what is left to use. If an included service refills each month or year, the remaining count is shown for that billing period. Custom items are listed, but not counted down. Memberships also show what happens next. A membership can show a next payment date, or an end date when it is set to end after a fixed number of payments or has already been cancelled for the end of the current period. If a membership is Past due, it still exists, but it does not cover visits until the payment issue is settled. From staff views, owners and admins can also manage a patient's memberships. For staff-side enrollment, see Enrolling a patient in a membership. #### How do I set up plans patients can join? In the left sidebar, click Services. On the Memberships settings page, save memberships on first. After it is saved, the Services page shows the memberships area where you create and manage the plans patients see. 1Memberships2New membership3Annual Care membership4Wellness membership Use Memberships (1) to find the memberships area, New membership (2) to start a plan, and the existing plan cards, Annual Care membership (3) and Wellness membership (4), to work with plans already on the page. Each plan needs a Name, Price (USD), and billing interval. You can bill Monthly or Yearly. You can also decide whether the plan ends When cancelled or After a set number of payments. If you use a fixed term, Number of payments must be from 2 to 120. A one-payment charge is not treated as a membership. Plans can include: - services - packages - Custom item entries Services and packages use quantities, and each quantity must be a whole number from 1 to 999. You can choose whether an included service or package refills each billing period or is available Once, in total. Custom items are listed for the member and are not counted down. Unused included visits do not carry over. If you change a plan later, changes to price, billing, number of payments, or included items apply to new enrollments only. Patients who are already enrolled keep what they joined with. For the full setup flow, see Setting up memberships and recurring billing. #### What happens if I archive a plan? In the left sidebar, click Services. On the Services page's memberships area, use Archive when you want to stop offering a plan to new patients without removing it from existing members. 1Archive2Cancel Use Archive (1) to confirm, or Cancel (2) to dismiss the dialog. Archiving a plan removes it from new enrollments. Patients who are already enrolled keep their membership and continue to be billed until the membership is cancelled. This is the right choice when you want to retire an old plan but avoid disrupting current members. #### How does cancellation work for patients? In the left sidebar, click Patients, then click the patient's name. On the patient's memberships page, patients can cancel their own memberships. From the staff side, you can also cancel a patient's membership from that patient's memberships page. Cancellation does not end the membership immediately. When a membership is cancelled, it runs to the end of the current paid period and then ends. That means the patient keeps access through the current period instead of losing the membership the same day. #### What can't I do here? In the Memberships settings page and the related patient membership views, these limits apply: - Staff and clinicians cannot manage membership settings from Settings. - You cannot turn memberships on until Stripe is connected and able to take payments. - A fixed-term membership cannot be a single payment. It must be 2 to 120 payments. - Included service and package quantities must be whole numbers from 1 to 999. - Unused included visits do not carry over. - Changing a plan's price, billing, number of payments, or included items does not change memberships patients already joined. - Archiving a plan does not cancel current members automatically. - A Past due membership does not cover visits until payment is settled. #### Common questions #### Does canceling a membership end it right away? No. A cancelled membership runs to the end of the current paid period, then ends. #### If I change a plan, do current members get the new price or benefits? No. Changes to price, billing, number of payments, and included items apply to new enrollments only. #### Why can't I turn memberships on? Memberships require Stripe to be connected and able to take payments. If Stripe is not ready, the page shows Connect Stripe first. #### What does Past due mean for a membership? It means the membership still exists, but it does not cover visits until the payment issue is resolved. #### Should I archive a plan or cancel each patient on it? Use Archive to stop new enrollments. Archive does not cancel current members, so use patient cancellation only when you need a specific member's enrollment to end. Related guides Setting up memberships and recurring billingEnable memberships, create monthly or yearly recurring plans with included items and optional fixed terms, review enrolled patients by plan, and understand what happens when you edit or archive a plan.9 min readConnecting Stripe for patient paymentsConnect the practice's existing Stripe account or create a new one from Settings, check whether charges and payouts are ready, and control card-saving settings for patient intake and online payments.9 min readEnrolling a patient in a membershipTurn memberships on, create a plan with services, packages, and custom items, enroll a patient from their chart, and review status, payment progress, and included coverage details.8 min readInviting patients with setup links and QR codesShare patient-specific setup access and understand what patients see when they accept an invitation, open an expired link, or use the Welcome page.9 min readWhat patients see in the portalUnderstand the patient-facing portal and public Welcome page so your team can answer questions about visits, forms, records, shared files, care plans, messaging and payments.13 min read ### Auto-charge after insurance - Help Center URL: https://ona.health/help/auto-charge-after-insurance Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Auto-charge after insurance Turn on organization-wide auto-charge after insurance, set the notice period and cap, and understand how patients, guardians, and staff record consent on a saved card. Billing & payments5 min readUpdated October 15, 2026 What you can do here - Turn on or turn off automatic card charges after insurance pays - Set how many days' notice patients get before a charge - Set the maximum amount Ona will charge automatically on one invoice - Record a patient's agreement on a saved card from the patient's billing page - Understand when patients and guardians see the portal switch to opt in themselves You’ll need: the Owner or Admin role. Insurance must be turned on for auto-charge to be available. To actually charge cards automatically, your clinic also needs Stripe connected and able to take payments. Auto-charge lets Ona charge a patient's saved card for the part insurance leaves behind, instead of waiting for your team to send the invoice. You turn it on once for the organization, then each patient opts in card by card. #### How do I turn on auto-charge after insurance pays? In the left sidebar, click Settings (at the bottom). In the settings menu, under Billing, click Auto-charge. Use this setting when you want approved post-insurance balances to run automatically, but only up to an amount you set. Denied claims and balances over that amount are never charged automatically. 1Settings2Auto-charge The screenshot shows the Settings (1) item in the sidebar and Auto-charge (2) in Billing. If the setting is unavailable and you see Insurance settings, turn on insurance first. See Setting up insurance. - Turn on Charge the patient's share automatically. - In Notice period, enter how many days to wait between the notice email and the charge. You can use 0 to 30 days. - In Most to charge, enter the largest amount Ona should charge automatically on one invoice. - If you see Connect Stripe to charge cards, click Connect Stripe and finish your Stripe setup. - Click Save changes. When insurance is on and both Notice period and Most to charge are set, the page also shows When, Up to, and Who in What patients see so you can review what patients will see. If Notice period is 0, the charge runs right away and the receipt is the only email the patient gets. #### How do I record a patient's agreement on their saved card? In a patient's record, open the patient's billing page. On that page, use Charge after insurance pays when the patient has already agreed in person, by phone, or on a signed form. This saves staff-recorded consent for that saved card. - Turn on Charge after insurance pays. - In Record the patient's agreement?, click Record agreement only if the patient agreed to let the clinic charge that card for their share of a visit once insurance has paid. - To remove consent later, turn off Charge after insurance pays. After consent is saved, the row shows either Agreed in the portal on the date or Recorded by staff on the date. When you record agreement, your name is recorded with it. If insurance is turned off for your organization, this control stays unavailable until insurance is on again. A new card needs a new agreement. #### How do patients and guardians turn it on in the portal? In the patient portal, patients use Payment method to save a card and opt in. Guardians acting for a dependent see the same choice for that dependent's payment method. - Open Payment method in the patient portal. - If there is no saved card yet, click Add card securely and complete checkout. If there is already a saved card, click Update card to replace it. - Turn on Pay my share automatically after insurance. - To opt out later, turn off Pay my share automatically after insurance. The switch appears only when your organization offers auto-charge and the patient already has a card on file. The portal text tells the patient that the clinic may charge the card for their share once insurance has paid, and that they can turn it off at any time. If your notice period is more than 0 days, the portal also says they will be emailed before each charge and get a receipt after. If your notice period is 0, the portal says they will get a receipt for each charge. For help getting patients into the portal, see Inviting patients with setup links and QR codes. For dependent access, see Guardian and dependent profiles in the patient portal. #### What can't I do here? Auto-charge is limited in these ways: - Staff and clinicians cannot manage the organization-wide Auto-charge setting in Settings. - The organization-wide switch and the staff consent control stay unavailable until insurance is turned on. - Ona charges only patients who agreed on that saved card, either in the portal or through staff-recorded consent. - Denied claims and balances over Most to charge are not charged automatically. - If Stripe is not connected or cannot take payments, invoices are flagged Ready to send instead of charging the card automatically. - A saved agreement does not carry over to a new card. A new card needs a new agreement. #### Common questions #### What does 0 days in Notice period mean? It means the charge runs right away after insurance pays, and the receipt is the only email the patient gets. #### Is Most to charge per invoice? Yes. Most to charge is the maximum Ona will charge automatically on one invoice. #### How can I tell whether consent came from the portal or was recorded by staff? The patient's billing row shows either Agreed in the portal on the date or Recorded by staff on the date. #### What if the patient replaces their card? The old agreement does not carry over. The patient needs to agree again on the new card, or your team needs to record a new agreement for that card. Related guides Connecting Stripe for patient paymentsConnect the practice's existing Stripe account or create a new one from Settings, check whether charges and payouts are ready, and control card-saving settings for patient intake and online payments.9 min readPayment links and charging a card on fileCopy a pay link from an invoice, charge a patient's saved card when the invoice is eligible, and understand why these payment actions may be unavailable.7 min readInviting patients with setup links and QR codesShare patient-specific setup access and understand what patients see when they accept an invitation, open an expired link, or use the Welcome page.9 min readGuardian and dependent profiles in the patient portalAccept a guardian invitation, switch between your own patient portal profile and a dependent's profile, and manage the dependent's profile, memberships, payment method and insurance when access allows.4 min readSetting up insuranceTurn on insurance features, choose whether patients must add insurance during intake and card photos, and enter the billing provider and rendering NPI details used on claims.7 min read ### Patient credits and overpayments - Help Center URL: https://ona.health/help/patient-credits-and-overpayments Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Patient credits and overpayments Review a patient's held credit, refund due, credit history, and money activity on the patient's Billing page. Apply held credit to eligible invoices and see how overpayments appear when they are moved onto the patient's account. Billing & payments6 min readUpdated October 15, 2026 What you can do here - Read the patient's Balance, Credit on account, and money activity on the Billing page - Review held, spent, refunded, and disputed patient credit - Apply held credit to an eligible invoice - Tell the difference between On account and Refund due - See how overpayments appear when they are moved onto the patient's account You’ll need: the Owner or Admin role. Patient credits and overpayments are managed on each patient's billing page. Use this area to separate money the patient still owes, money your practice is holding for later, and money that should go back to the patient. #### How do I see held credit and overpayments? In the left sidebar, click Patients, then click the patient's name. On the patient's Billing page, the Balance card and Credit on account list show what you are holding for the patient and what should be refunded. - In Balance, review Outstanding, On account, and Refund due. - In Credit on account, review each credit row to see where the money came from and how much is still available. - If a row is marked Disputed, you cannot apply or refund that credit from this list. Outstanding is money owed on issued invoices. On account is money you are holding for the patient that is not yet on an invoice. Refund due is money the patient paid beyond what their invoices ask for. If an insurer still owes money, Balance can also show an amount that is still with the insurer and not owed yet. In Credit on account, each row can come from a copay, a cancelled visit, or an overpayment. The row shows the original amount, the payment method, and any history already recorded for that credit, such as money applied to an invoice or refunded. If money is still available, the row shows how much is held. If the credit has been fully used, it shows Spent. If the patient has fully used credits, they can also appear in a separate spent list below the held items. When a credit still has money left and is not disputed, Ona also tells you whether it will be spent automatically only on that visit's invoice or on the next invoice. #### How do I apply held credit to an invoice? On the same page, use Apply in Credit on account when the patient has held money you want to move onto an issued invoice. - In Credit on account, find the held credit you want to use and select Apply. - In Apply to an invoice, choose the invoice in the list. - In Amount, enter how much to apply. - Select Apply. Ona only lists issued invoices that still owe something, and only in the same currency as the held credit. Draft invoices do not appear. The amount can be no more than the smaller of the held balance and the invoice's balance due. After you apply the credit, Ona records it as paid from the patient's account, with your name on it. If part of the invoice is still unpaid, the confirmation says how much is still owed. If the full balance is covered, the invoice is paid. If there is nothing eligible to apply the credit to, the dialog says the patient has no issued invoice that still owes something and that a draft has to be issued first. For broader invoice work, see Invoicing patients and collecting payments. You may also see the same workflow from an invoice that still has a balance. In that version of the dialog, the eligible credit is listed in the invoice currency, and This visit marks credit taken for one of that invoice's visits. #### How do refunds show in patient credit? On the same page, refunded credit stays in the patient's credit history so you can see what was used and what was sent back. In Credit on account, a row can show refund history alongside invoice applications. Held credits that are not disputed can also show Refund when the money should go back to the patient instead of onto an invoice. For refund steps, see Refunds, voids, and recording offline payments. #### How do I review a patient's money activity? On the same page, the activity view shows every movement of the patient's money, newest first and grouped by day. Use the timeline to review the most recent activity item (1) and its detail line (2), then the earlier activity item (3) and its detail line (4). 1Most recent activity item2Detail line for the item3Earlier activity item4Detail line for the earlier item - Review each activity item by amount and action, such as received, charged back, refunded, applied to invoice, returned to account, or moved to account. - Read the detail line under the amount to see the invoice number, whether the money was a copay, and the payment method when one applies. Applied credit is not counted as a second payment in this view. It is shown as a transfer to an invoice, so the activity stays accurate without double-counting the original money. If the activity is still loading, Ona shows Loading money activity. If it cannot load, Ona shows The activity could not be loaded. If the patient has no money movement yet, Ona shows No money has moved for this patient yet. #### How does an overpayment show up if I keep it as credit? On the same page, overpayments that are kept for later use can appear in Credit on account instead of being refunded right away. When that happens, the credit list can show an Overpayment entry, sometimes with the invoice number it came from. In the activity view, the movement is recorded as moved to account, which lets you distinguish it from a new payment and from a refund. If you need to send money back to the patient instead, see Refunds, voids, and recording offline payments. #### What can't I do here? On a patient's billing page, patient credit actions are limited in these ways: - If you do not have permission to edit billing, Apply and Refund are not available from Credit on account. - A row marked Disputed does not show Apply or Refund. - You cannot apply more than the smaller of the held amount and the invoice balance due. - You cannot apply held credit to a draft invoice. Only issued invoices that still owe something are listed. - You cannot apply held credit across currencies. When you apply credit from an invoice, only held credit in that invoice's currency is listed. #### Common questions #### What's the difference between On account and Refund due? On account is money your practice is holding for the patient to use later. Refund due is money paid beyond what current invoices ask for. #### Why doesn't an invoice appear when I apply credit? Only issued invoices that still owe something are listed when you apply credit. Draft invoices and invoices with no balance due are left out. #### Why is one credit marked This visit? That badge marks credit taken for one of the visits billed on that invoice. Ona shows that credit first when you apply credit from the invoice side. #### Why can't I use a credit marked Disputed? A disputed credit is excluded from apply and refund actions while it is disputed. Related guides Invoicing patients and collecting paymentsReview patient invoices in list or board view, create and edit draft invoices, issue them to patients, and collect or record payments. Use the organization-wide Invoices page, a patient's billing page, or a visit's invoice card depending on your role and workflow.16 min readRefunds, voids, and recording offline paymentsRecord payments taken outside Ona, refund overpayments or specific payments, and void invoices that should no longer bill the patient. You can do this from the practice-wide Invoices page or from a patient's Invoices page.6 min readCollecting copaysReview the expected copay for a visit, issue or update a copay invoice from a claim, and open the visit invoice after billing the copay.8 min readInvoice statusesUse this reference to understand invoice status groups, amount labels, refund banners, and insurance-related line labels on the Invoices page and a patient's Invoices section, including the Board view, row badges, and billing profile labels.8 min read ### Managing billing profiles - Help Center URL: https://ona.health/help/managing-billing-profiles Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Managing billing profiles Use billing profiles when your clinic bills through more than one Stripe payment account. Choose a billing profile when Ona asks, change an invoice's billing profile, and understand what happens to new payments, existing card charges, and invoice numbers. Billing & payments4 min readUpdated October 20, 2026 What you can do here - Understand how Ona uses billing profiles when your clinic has more than one - Choose a billing profile when Ona cannot decide automatically - Change the billing profile on an invoice - Know what Default and Current mean, and what happens to invoice numbers and card payments when you switch profiles You’ll need: the Owner, Admin, or Staff role. If you're changing an invoice, open the invoice you want to update. Billing profiles let one clinic bill through more than one payment account. When your clinic uses more than one billing profile, Ona can ask practice staff to pick one during billing work, and an invoice can be moved to another live profile from its details. Owners and admins also use billing profiles when connecting Stripe for patient payments; for connection steps, see Connecting Stripe for patient payments. #### How do I choose a billing profile when Ona asks? In the Which billing profile is this paid through? dialog, review the billing profiles listed when Ona cannot decide which one to use. During invoice and payment work, Ona opens the Which billing profile is this paid through? dialog when what you're billing could go to more than one of your clinic's billing profiles. The invoice, its payments, and the card charged all stay with the one you pick. - In Which billing profile is this paid through?, review the billing profiles listed. - Select the billing profile you want to use. - Check Default to see which option is marked as the default in this list. - Select Continue. Select Cancel instead if you do not want to continue. Ona continues the same billing action with the billing profile you selected. #### How do I change an invoice's billing profile? On an invoice's details, use Change beside the billing profile when the invoice needs to move to a different live billing profile. - Select Change beside the current billing profile. - In Change billing profile, select the live billing profile you want to use. - Review Current to confirm which profile the invoice is on now. - Select Change. Select Cancel instead to leave the invoice on its current profile. If the invoice is a draft, new payments go through the new profile and the invoice takes that profile's next invoice number. If the invoice is not a draft, new payments go through the new profile and the invoice keeps its current number. If card payments or card credit were already applied, Ona shows a warning before you switch. Money already taken by card stays on the billing profile it originally went through. #### What can't I do here? Across billing-profile choices in billing work, these limits apply: - Billing-profile controls show only when your clinic has more than one billing profile. With one billing profile, billing works as before. - Patients are never asked to choose a billing profile. - You cannot change an invoice to a disconnected billing profile. - Void invoices do not offer Change for the billing profile. - Changing an invoice's billing profile does not move card payments or card credit that were already taken. That money stays on the original billing profile. - Ona can block a billing-profile change when the invoice contents cannot be billed together through the profile you picked. #### Common questions #### Why am I being asked which billing profile a payment is through? Ona asks when what you're billing could go to more than one billing profile. Your choice keeps the invoice, its payments, and the card charged together on one billing profile. #### What does Default mean? In the billing-profile chooser, Default marks the default option shown in that list. #### What does Current mean? In Change billing profile, Current marks the billing profile already attached to the invoice. #### Do saved cards belong to a billing profile? A saved card can be tied to a specific billing profile. When a clinic uses more than one billing profile, Ona can keep separate card setups for different billing profiles. #### Will patients ever be asked to choose a billing profile? No. Ona asks practice staff only when it cannot decide which billing profile to use on its own. #### Where do I connect Stripe for a billing profile? Owners and admins connect Stripe in billing settings. For the connection steps, see Connecting Stripe for patient payments. Related guides Connecting Stripe for patient paymentsConnect the practice's existing Stripe account or create a new one from Settings, check whether charges and payouts are ready, and control card-saving settings for patient intake and online payments.9 min readInvoicing patients and collecting paymentsReview patient invoices in list or board view, create and edit draft invoices, issue them to patients, and collect or record payments. Use the organization-wide Invoices page, a patient's billing page, or a visit's invoice card depending on your role and workflow.16 min readCollecting copaysReview the expected copay for a visit, issue or update a copay invoice from a claim, and open the visit invoice after billing the copay.8 min readPayment links and charging a card on fileCopy a pay link from an invoice, charge a patient's saved card when the invoice is eligible, and understand why these payment actions may be unavailable.7 min read ### Setting up insurance - Help Center URL: https://ona.health/help/insurance-setup Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Setting up insurance Turn on insurance features, choose whether patients must add insurance during intake and card photos, and enter the billing provider and rendering NPI details used on claims. Insurance & claims7 min readUpdated October 15, 2026 What you can do here - Turn on insurance features for eligibility checks and claim submission - Decide whether patients must add insurance and card photos before they finish intake - Enter the organization billing provider details used on claims - Add rendering NPIs for team members who bill insurance - Edit the Benefits to show that appear on eligibility checks - Store an enrollment contact email for enrollment correspondence - Manage the payer whitelist for your organization You’ll need: the Owner or Admin role, your organization billing NPI, and your EIN. Insurance setup is managed in Settings → Insurance. In the left sidebar, click Settings (at the bottom). In the settings menu, under Insurance, click Insurance. Owners and admins use this page for organization-wide insurance settings. Clinicians who open Insurance see a personal page for their own billing NPI instead. 1Insurance features Use Insurance features (1) to turn on insurance setup for the organization. After that, the page shows Patient intake, billing provider details, Payer Whitelist, Benefits to show, and team rendering NPI sections below. #### How do I turn on insurance features? In the left sidebar, click Settings (at the bottom). In the settings menu, under Insurance, click Insurance to make the insurance setup sections available for your organization. The change is a draft until you click Save. 1Settings2Insurance Use Insurance features (1) to turn this setting on. - In the left sidebar, click Settings (at the bottom). In the settings menu, under Insurance, click Insurance. - Turn on the switch at the top of the page. - Click Save. After the change saves, Ona shows Benefits to show, Patient intake, billing provider details, Payer Whitelist, and team rendering NPI settings. The payer whitelist section saves on its own. #### How do I require insurance during intake? In the left sidebar, click Settings (at the bottom). In the settings menu, under Insurance, click Insurance when patients must add at least one plan before they can finish intake. 1Require insurance Use Require insurance (1) to make insurance required during intake. - Make sure insurance features are turned on. - In Patient intake, turn on Require insurance. - If you also want patients to add card photos, turn on Require insurance card photos. Patients must add at least one plan before they can finish intake. If Require insurance card photos is also on, they must add photos of the front and back of the card before they can finish. Use this setting deliberately If your practice sees self-pay patients, turning on Require insurance can stop those patients from finishing intake on their own. If you also turn on Require insurance card photos, they must upload both card photos too. #### How do I enter billing provider details? In the left sidebar, click Settings (at the bottom). In the settings menu, under Insurance, click Insurance to store the organization information used on claims. Edits are drafts until you click Save. - Enter the billing provider identity: billing NPI, billing taxonomy code, billing provider name, and EIN. - Enter the billing provider phone and billing address. - Add Enrollment contact email if you want an enrollment contact stored with the billing provider details. 1Billing NPI2Tax ID3Legal name4Enrollment contact email Use Billing NPI (1) for the organization billing number, Tax ID (2) for the tax identifier, Legal name (3) for the billing entity name, and Enrollment contact email (4) if you want an enrollment contact on file. Ona validates key billing fields before saving them, including NPI, taxonomy code, billing provider name, EIN, US phone number, state, and ZIP. Billing provider name is limited to 60 characters, shows an inline error when it is too long, and keeps Save disabled until you fix it. Use the legal billing entity Enter the organization details payers know for your billing entity. These can be different from the name patients see. #### How do I add rendering NPIs for team members? In the left sidebar, click Settings (at the bottom). In the settings menu, under Insurance, click Insurance to enter the individual NPI for each team member who bills insurance. The organization billing NPI identifies the billing entity; the rendering NPI identifies the individual provider on claim service lines. 1Team member2Rendering NPI Use Team member (1) to find the person, then enter Rendering NPI (2) for that provider. - In Team rendering NPIs, find the team member. - Enter their Rendering NPI. After the save finishes, the member's rendering NPI is stored for insurance claims that use that provider. #### What can't I do here? In the left sidebar, click Settings (at the bottom). In the settings menu, under Insurance, click Insurance. Access and setup are limited in these ways: - Staff cannot manage organization insurance settings from Settings. - Clinicians do not manage organization-wide insurance setup here; they see their individual billing NPI page. - Benefits to show is part of the organization insurance settings and saves with the main insurance settings. - The payer whitelist saves on its own. - Fee Schedule settings redirect back to Settings → Insurance when insurance features are not enabled. - If Require insurance is on, patients without an insurance plan cannot finish intake themselves. - If Require insurance card photos is on, patients also cannot finish intake until both card photos are added. #### Common questions #### Do I need to click Save? Yes. On the Insurance settings page, click Save to save changes to the organization insurance switch, Benefits to show, Require insurance, Require insurance card photos, billing provider details, and team rendering NPIs. The payer whitelist saves automatically. #### Why didn't the insurance switch save? On the Insurance settings page, if you see Couldn't save, make sure a clearinghouse is selected, then try again. See Setting up your clearinghouse. #### What is the difference between billing NPI and rendering NPI? The billing NPI belongs to the organization billing entity. A rendering NPI belongs to the individual provider whose services are billed on a claim. #### How long can the billing provider name be? The billing provider name can be up to 60 characters. If you go over that limit, Ona shows an inline error and keeps Save disabled until you shorten it. #### Should I turn on Require insurance if we see self-pay patients? Use caution. When Require insurance is on, a patient must add at least one plan before finishing intake. If Require insurance card photos is also on, the patient must add both card photos too. A self-pay patient has to contact the clinic instead. #### Where do I add a patient's insurance plan? Patient insurance is managed from the patient record, not this settings page. See Patient insurance and card scanning. Related guides Setting up your clearinghouseChoose the clearinghouse your organization uses for insurance transactions, connect Claim.MD when needed, and understand what changes when you switch clearinghouses.5 min readPayer enrollmentSend payer enrollment requests from Insurance settings, choose whether the payer credentials the practice or one clinician, and complete clearinghouse tasks when action is required.7 min readScrubbing claims with billing rulesSet claim-scrubbing checks, limits, reminders and custom billing rules before claims are submitted. Use payer-type and payer scopes when one group of claims needs different rules.7 min readFee schedulesSet global CPT fees, add payer-specific rates, manage self-pay cash rates, and import a fee schedule spreadsheet from Insurance settings.10 min readPatient insurance and card scanningAdd, edit, scan and remove insurance from a patient record. Owners and admins can also require insurance during patient intake from Insurance settings.8 min read ### Setting up your clearinghouse - Help Center URL: https://ona.health/help/clearinghouse-setup Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Setting up your clearinghouse Choose the clearinghouse your organization uses for insurance transactions, connect Claim.MD when needed, and understand what changes when you switch clearinghouses. Insurance & claims5 min readUpdated October 13, 2026 What you can do here - Choose the clearinghouse your organization uses for insurance transactions - Use Ona as the managed clearinghouse option, with no separate account - Connect Claim.MD with your own Claim.MD API key - See payer enrollments for the selected clearinghouse - Switch clearinghouses without deleting saved billing information You’ll need: the Owner or Admin role. If you use Claim.MD, have your Claim.MD API or account key ready. A clearinghouse is the service your organization transacts with for insurance work in Ona. In the left sidebar, click Settings. In the settings menu, under Insurance, click Clearinghouse to choose and manage it. #### How do I choose a clearinghouse? In Settings → Insurance → Clearinghouse, choose a clearinghouse to tell Ona which service your organization transacts with. The page shows the clearinghouses available to your organization. Ona is managed by Ona and does not require a separate account. Claim.MD is for practices that bring their own Claim.MD account. Use the Ona (1) and Claim.MD (2) cards to pick the clearinghouse, and read the Enrollments section (3) below for the payer list. 1Ona2Claim.MD3Enrollments - In the left sidebar, click Settings. In the settings menu, under Insurance, click Clearinghouse. - Select the clearinghouse card you want to use. - If this is your first clearinghouse selection, wait for the selection to save. - If you already have a clearinghouse selected, review the confirmation message. - Select Cancel to keep the current clearinghouse, or select Switch to Claim.MD or Switch to Ona to confirm the change. After the clearinghouse is saved, its configuration and payer enrollment section appear below the cards. #### How do I connect Claim.MD? On the same page, connect Claim.MD when your practice uses its own Claim.MD account. The Claim.MD API key section shows Not configured until an API key is saved. The Claim.MD card (1) shows the API key field (2), and Not configured (3) means no key is on file yet. 1Claim.MD2API key3Not configured - Select Claim.MD as the clearinghouse. - In Claim.MD API key, select API key. - In Claim.MD, open your account settings and copy the API or account key. - Paste the key into API key. The key saves automatically. When it is saved, the section shows Saved and the value is masked. #### How do I replace a Claim.MD API key? On the same page, replace the Claim.MD key when your Claim.MD credentials change. - Confirm Claim.MD is the selected clearinghouse. - Enter the new Claim.MD API or account key. The new key saves automatically. After it saves, the section shows Saved and the key is masked again. If the key cannot be saved, Ona shows an error message to check the key. #### What happens when I switch clearinghouses? In Settings → Insurance → Clearinghouse, switch clearinghouses only when you are ready to transact through the new clearinghouse. Ona asks you to confirm because credentials and enrollments are specific to each clearinghouse. 1New clearinghouse2Cancel3Confirm switch When you confirm the switch, nothing is deleted. Your billing profile, saved credentials, and existing enrollments for the previous clearinghouse are kept. Payers still need to be enrolled through the new clearinghouse before you can transact with them there. The dialog names the new clearinghouse (1) and gives you Cancel (2) or Switch to Claim.MD (3) to back out or confirm. If the switch cannot be saved, Ona shows an error message. #### How do payer enrollments work with clearinghouses? In Settings → Insurance → Clearinghouse, see payer enrollments after you select a clearinghouse. Enrollments belong to the selected clearinghouse, so switching clearinghouses does not make the previous clearinghouse’s enrollments usable with the new one. Use Search payers (1) to narrow the table, scan each payer row (2) for its enrollment status, and read the Claims column (3) for claim enrollment. 1Search payers2Payer row3Claims For enrollment-specific steps, see Payer enrollment. #### What can't I do here? In Settings → Insurance → Clearinghouse, review clearinghouse settings. Access and actions are limited in these ways: - Staff and clinicians cannot manage clearinghouse settings from Settings. - You cannot configure Claim.MD without a Claim.MD API or account key. - Switching clearinghouses does not transfer payer enrollments to the new clearinghouse. - Selecting a clearinghouse does not enroll payers by itself. #### Common questions #### Which clearinghouse should I choose? Choose Ona if you want the clearinghouse managed by Ona and do not have a separate account. Choose Claim.MD if your practice uses its own Claim.MD account. #### Why does Claim.MD show Not configured? Not configured means no Claim.MD API key is saved for your organization. Paste your Claim.MD API or account key into API key. When the key saves, the section changes to Saved. #### Are my old enrollments deleted if I switch clearinghouses? No. Ona keeps your existing enrollments for the previous clearinghouse. Enrollments are specific to each clearinghouse, so you need enrollments through the new clearinghouse before transacting there. #### Can I switch back to a previous clearinghouse? Yes, if that clearinghouse is still available to your organization. The switch confirmation says saved credentials and existing enrollments are kept when you switch. #### Where do I set up claim rules after choosing a clearinghouse? Use billing rules after your insurance and clearinghouse setup are in place. See Scrubbing claims with billing rules. Related guides Setting up insuranceTurn on insurance features, choose whether patients must add insurance during intake and card photos, and enter the billing provider and rendering NPI details used on claims.7 min readPayer enrollmentSend payer enrollment requests from Insurance settings, choose whether the payer credentials the practice or one clinician, and complete clearinghouse tasks when action is required.7 min readScrubbing claims with billing rulesSet claim-scrubbing checks, limits, reminders and custom billing rules before claims are submitted. Use payer-type and payer scopes when one group of claims needs different rules.7 min readWorking the claims queueUse the claims queue to find, filter, submit, review and follow up on insurance claims. Learn how payer statuses, workflow buckets, claim details, alerts, history and versions fit together.11 min readHow claims move through OnaUnderstand the claim lifecycle in Ona, from draft claim data through submission, payer responses, payments, secondary claims and patient billing.8 min read ### Payer enrollment - Help Center URL: https://ona.health/help/payer-enrollment Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Payer enrollment Send payer enrollment requests from Insurance settings, choose whether the payer credentials the practice or one clinician, and complete clearinghouse tasks when action is required. Insurance & claims7 min readUpdated October 13, 2026 What you can do here - Check what a payer requires before you submit an enrollment request - Send an enrollment request for a payer and transaction - Choose whether the payer credentials the practice or one clinician - Add the billing NPI, tax ID, legal name, and Medicare PTAN when required - View enrollment tasks, enter required task details, and mark tasks as done when your practice completes them You’ll need: the Owner or Admin role. Have the practice billing details and any clinician rendering NPIs ready. Payer enrollment is managed in Settings → Insurance → Clearinghouse. In the left sidebar, click Settings (at the bottom) (1). In the settings menu, under Insurance, click Clearinghouse (2). Use it when a payer requires registration before the clearinghouse can send a transaction for your practice. 1Settings2Clearinghouse #### How do I send a payer enrollment request? In the left sidebar, click Settings (at the bottom). In the settings menu, under Insurance, click Clearinghouse to start an enrollment for a payer that requires one. The enrollment request tells the clearinghouse which billing identity the payer should credential. 1Complete billing provider first - In the left sidebar, click Settings (at the bottom). In the settings menu, under Insurance, click Clearinghouse. - Turn on Insurance if it is off. - Open the enrollment dialog for the payer and transaction you want to enroll. - Review the explanation at the top of the dialog. It tells you how the payer handles this enrollment and whether a Medicare PTAN is required. - Under Who this payer credentials, choose The practice or One clinician. - If you choose The practice, enter Billing NPI. If you choose One clinician, choose Clinician. - Complete Tax ID type, Tax ID the payer pays, Name registered with the payer, and Medicare PTAN when it appears. - Select Send enrollment request. The request appears as pending. It becomes active once the payer accepts it. If the payer needs anything signed or completed, use View tasks on that enrollment to open the instructions. Select History to open the enrollment timeline and status display, including the current status badge, status reason, and completed task entries. #### How do I choose between the practice and one clinician? On the same page, open Settings → Insurance → Clearinghouse. In the left sidebar, click Settings (at the bottom). In the settings menu, under Insurance, click Clearinghouse. Choose the credentialed identity based on how the payer recognizes your billing relationship. The choice controls which NPI is sent with the enrollment. Choice Use it when What it sends The practice The payer credentials the organization as a group. Group billing NPI and tax ID. It covers every clinician. One clinician The payer credentials an individual provider, often for Medicaid or Medicare. The clinician's rendering NPI, plus the tax ID and legal name registered with the payer. For The practice, enter Billing NPI. The dialog may prefill practice billing details from your insurance settings, but you should check that they match what the payer expects. For One clinician, choose Clinician. The clinician must already have a rendering NPI on file before you can send the request. For either choice, enter Tax ID type, Tax ID the payer pays, and Name registered with the payer. If Medicare PTAN appears, the payer requires it before the request can be sent. For claim-related enrollments, this choice can also affect claims. A practice enrollment bills claims to that payer as the selected practice identity. An individual enrollment bills claims for that clinician to that payer under the clinician's own NPI instead of the practice's. #### How do I complete payer enrollment tasks? In the left sidebar, click Settings (at the bottom). In the settings menu, under Insurance, click Clearinghouse. Use View tasks when an enrollment needs more work before it can go live. Tasks are clearinghouse work items, and the task window shows the instructions for each one. - Find the enrollment that has tasks. - Select View tasks. - Read each task's instructions. Links in the instructions open outside Ona. - Complete the requested work with the payer or clearinghouse. - Enter any task details shown, such as a tracking number from a payer portal. - Select Mark as done when that button is available for a task your practice completed. Ona notifies the clearinghouse when you mark a task done. Tasks labeled Handled by the clearinghouse do not have Mark as done because your practice does not complete them in Ona. If a task asks for details, Mark as done stays disabled until every field has a value. If the task says This task needs a document uploaded - complete it in the Stedi portal., complete that task in the Stedi portal instead. Instructions are also sent by email to your enrollment contact. Select History to review the enrollment timeline and status display, including the current status badge, status reason, and completed task entries. #### What can't I do here? Open Settings → Insurance → Clearinghouse. In the left sidebar, click Settings (at the bottom). In the settings menu, under Insurance, click Clearinghouse. Payer enrollment is limited in these ways: - Staff and clinicians cannot manage organization-wide payer enrollment. - You cannot send an enrollment request while Ona is still checking what the payer requires. - You cannot send an enrollment request if the payer already accepts that transaction without enrollment. - You cannot send an enrollment request if the payer does not support that transaction. - You cannot enroll The practice without a valid 10-digit Billing NPI. - You cannot send the request without a 9-digit tax ID and Name registered with the payer. - You cannot enroll One clinician until you choose a clinician with a rendering NPI on file. - You cannot skip Medicare PTAN when the payer requires it. - You cannot mark tasks labeled Handled by the clearinghouse as done. - You cannot mark a task as done until all required task fields have a value. - You cannot complete a document upload task in Ona; complete it in the Stedi portal. - You cannot use History to change an enrollment. It only opens the enrollment timeline and status display. - If Mark as done fails, complete any earlier required tasks first. The clearinghouse can reject task updates that are out of order. #### Common questions Open Settings → Insurance → Clearinghouse. In the left sidebar, click Settings (at the bottom). In the settings menu, under Insurance, click Clearinghouse for answers about payer enrollment and task status. #### What happens after I send an enrollment request? The clearinghouse sends the request to the payer using the identity shown in the dialog. The enrollment appears as pending and becomes active once the payer accepts it. #### Will a practice enrollment cover all clinicians? Yes. The practice uses the group NPI and tax ID and covers every clinician for that payer enrollment. #### Why is a clinician missing an NPI in the clinician list? That clinician does not have a rendering NPI on file. Add the rendering NPI before sending an individual enrollment. #### Why is Send enrollment request disabled? Send enrollment request is disabled while Ona checks the payer's requirements, while the request is being sent, when the payer already accepts the transaction without enrollment, or when the payer does not support that transaction. If required details are missing or invalid, selecting Send enrollment request shows what to fix. #### Why is Mark as done disabled? Mark as done is disabled while another task is being completed or when the task has fields that still need values. If the task needs a document uploaded, complete it in the Stedi portal instead. #### What does History show? It shows the enrollment timeline and status display, including the current status badge, status reason, and completed task entries. #### Who receives enrollment task instructions? The task window says instructions are also sent by email to your enrollment contact. Related guides Setting up insuranceTurn on insurance features, choose whether patients must add insurance during intake and card photos, and enter the billing provider and rendering NPI details used on claims.7 min readSetting up your clearinghouseChoose the clearinghouse your organization uses for insurance transactions, connect Claim.MD when needed, and understand what changes when you switch clearinghouses.5 min readYour NPI and individual insurance detailsAdd or update the rendering provider NPI used for your insurance claims. Clinicians manage their own NPI, while owners and admins manage organization insurance setup from Insurance settings.5 min readWorking the claims queueUse the claims queue to find, filter, submit, review and follow up on insurance claims. Learn how payer statuses, workflow buckets, claim details, alerts, history and versions fit together.11 min readReading eligibility resultsOpen a visit's eligibility details, read the coverage verdict, review insurance and authorization information, and understand benefit rows and failed checks.10 min read ### Fee schedules - Help Center URL: https://ona.health/help/fee-schedules Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Fee schedules Set global CPT fees, add payer-specific rates, manage self-pay cash rates, and import a fee schedule spreadsheet from Insurance settings. Insurance & claims10 min readUpdated October 4, 2026 What you can do here - Add global rates for CPT codes used to price claims and superbills - Set payer-specific rates when a payer bills a different amount - Manage self-pay cash rates separately from insurance payer rates - Search codes, hide inactive rates, and show payer overrides only - Import a spreadsheet to create or update global rates in bulk - Remove one rate or reset all rates for a payer You’ll need: the Owner or Admin role, with insurance features enabled for your organization. Fee schedules are managed in Settings → Billing → Fee Schedule. In the left sidebar, click Settings (at the bottom). In the settings menu, under Billing, click Fee Schedule. Use Global rates for your default CPT pricing for insurance payers, then add payer rates where a payer needs its own billed amount. Self-pay uses cash rates or the service's cash price instead of global rates. The Insurance settings area shows organization insurance setup options for managing claims configuration. #### How do global rates, payer rates, and self-pay rates work? In the left sidebar, click Settings (at the bottom). In the settings menu, under Billing, click Fee Schedule to decide what Ona bills for CPT codes when claims and superbills are priced automatically. 1Settings2Fee Schedule Scope What it does Global rates One billed amount per CPT code, used for every payer that does not have its own rate. Payers Rates for one payer. A payer can inherit the global rate, override it, or have a payer-only code. Self-pay Cash rates for the configured self-pay payer. Self-pay does not inherit global rates; codes without a self-pay rate bill the service's cash price. The left side of the Fee Schedule page lists Global rates, Self-pay, and individual payers. Payers show how many overrides they have. Select Add payer to choose a payer you want to price. Choosing a payer only opens that payer's schedule; nothing is saved until you set a rate. If no self-pay payer is configured, the Self-pay section shows a link to set one up in Billing Rules. #### How do I add a CPT code to global rates? Add a global code when the same CPT fee should apply unless a payer overrides it. 1CPT code2Fee3Description4Active5Add code - In the left sidebar, click Settings (at the bottom). In the settings menu, under Billing, click Fee Schedule, then select Global rates. - Select Add code. - Choose a CPT code. - Enter the Fee. The fee must be more than zero. - Add a Description if needed. - Leave Active on if the code should price claims automatically. The code appears in Global rates and can be inherited by payer schedules. If you turn Active off later, the code stays on the schedule but does not price a claim automatically. #### How do I set a payer-specific rate? Set a payer rate when a payer should bill a different amount than the global rate, or when the payer needs a code that is not in global rates. 1Add payer2Payer3Cancel - In the left sidebar, click Settings (at the bottom). In the settings menu, under Billing, click Fee Schedule. - Select the payer on the left, or select Add payer and choose a payer. - Find the CPT code in the table, or select Add code. - Select Set rate for an inherited global code, or choose a CPT code for a new payer-only code. - Enter the payer's Fee. - Keep Active on if the rate should be used automatically. - Select Set rate. Codes without an override bill the global rate. Inactive payer overrides fall back to the global rate. If the global code is inactive, the code falls back to the service's cash price. Use Set codes only to show only codes with payer-specific rates. #### How do I set self-pay cash rates? Set self-pay rates when the configured self-pay payer should use a cash rate instead of the service's cash price. 1Add code2CPT code3Fee4Description5Set rate - In the left sidebar, click Settings (at the bottom). In the settings menu, under Billing, click Fee Schedule, then select Self-pay on the left. - Choose the CPT code. - Enter the cash Fee. Self-pay rates are separate from global rates. If a self-pay code has no rate, or its rate is inactive, it bills the service's cash price. #### How do I edit or deactivate a fee? Edit a fee when the amount, description, or active status changes. 1Hide inactive2Edit 908373Remove 90837 - Open Global rates or the payer you want to update. - Find the code in the table. - Select the row's edit button. - Change the Fee, Description, or Active setting. - Select Save changes. CPT codes cannot be renamed while editing. Remove the old code and add the new code instead. Use Hide inactive when you want the table to show only rates that are active in the current scope. #### How do I remove a code or payer rate? Remove a rate when it should no longer be used in that scope. 1Remove2Cancel - Open Global rates or the payer schedule. - Select the row's remove button. - Review the confirmation message. - Select Remove. Removing a global code means it no longer prices new claims or superbills from the global schedule. Claims that were already generated keep their charge. If payers have their own rate for that code, those payer rates are kept. Removing a payer rate makes that payer fall back to the global rate. If the payer is self-pay, or there is no active global rate to fall back to, the code bills the service's cash price. Claims that were already generated keep their charge. #### How do I remove all rates for one payer? Reset a payer when you no longer want to maintain any rates for that payer. 1Reset to global rates2Remove3Cancel - Select the payer on the left. - Select Reset to global rates. For self-pay, select Remove all rates. - Review how many rates will be removed. The payer's rates are removed. A regular payer bills your global fee schedule again. A self-pay payer bills the service's cash price again. Claims that were already generated keep their charge. #### How do I import a fee schedule spreadsheet? Import a spreadsheet when you need to create or update many global CPT fees at once. Imports only write global rates; they do not create payer-specific overrides. 1Upload a CSV or XLSX file2Close the import dialog - In Bulk import, select Import a spreadsheet. - Upload a CSV or XLSX file. - Review the preview, including codes to create, fees to update, unchanged rows, skipped rows, and warnings. - Select the import button, such as Import 1 code or Import 3 codes. Importing merges with your existing schedule. Codes that are not in the spreadsheet are left untouched. Columns are matched by name, case-insensitive, in any order. The code column can be named cptCode, cpt, code, or procedureCode. The fee column can be named fee, amount, price, charge, or rate. A description column is optional. Fees are read as dollars, so 150 imports as $150.00. Rows with errors are skipped. Codes that are not in Ona's CPT reference data can still import; they appear as warnings in the preview. #### What can't I do here? In the left sidebar, click Settings (at the bottom). In the settings menu, under Billing, click Fee Schedule. Access and actions are limited in these ways: - Staff and doctors cannot manage fee schedules from Settings. - The Fee Schedule page is available only when insurance features are enabled. If insurance is not enabled, Ona sends you back to the main Insurance settings page. - You cannot rename a CPT code while editing it. Remove the code and add the correct one. - Fees must be more than zero. - Spreadsheet imports only update Global rates, not payer overrides. - Choosing Add payer does not create an empty payer schedule. Nothing is saved until you set a rate. #### Common questions #### What is the difference between inactive and removed? Inactive keeps the code or override on the schedule but stops it from pricing automatically in that scope. Removed deletes it from that scope. Existing generated claims keep their charge when a code or payer rate is removed. #### Can a payer have a code that is not in global rates? Yes. A payer can have a payer-only code. The table marks it as Payer only. #### What happens when I remove a global code that payers override? The global code is removed, but payer-specific rates for that code are kept. The confirmation message tells you how many payers have their own rate. #### Why does self-pay not inherit my global rate? Self-pay uses cash pricing. If a self-pay rate is not set, or it is inactive, the code bills the service's cash price instead of the global fee schedule. #### Why is the import button disabled after preview? If the preview says nothing would change, the import button changes to Nothing to import and cannot be selected. Related guides Setting up insuranceTurn on insurance features, choose whether patients must add insurance during intake and card photos, and enter the billing provider and rendering NPI details used on claims.7 min readScrubbing claims with billing rulesSet claim-scrubbing checks, limits, reminders and custom billing rules before claims are submitted. Use payer-type and payer scopes when one group of claims needs different rules.7 min readWorking the claims queueUse the claims queue to find, filter, submit, review and follow up on insurance claims. Learn how payer statuses, workflow buckets, claim details, alerts, history and versions fit together.11 min readPatient insurance and card scanningAdd, edit, scan and remove insurance from a patient record. Owners and admins can also require insurance during patient intake from Insurance settings.8 min readPayer enrollmentSend payer enrollment requests from Insurance settings, choose whether the payer credentials the practice or one clinician, and complete clearinghouse tasks when action is required.7 min read ### Scrubbing claims with billing rules - Help Center URL: https://ona.health/help/billing-rules-and-claim-scrubbing Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Scrubbing claims with billing rules Set claim-scrubbing checks, limits, reminders and custom billing rules before claims are submitted. Use payer-type and payer scopes when one group of claims needs different rules. Insurance & claims7 min readUpdated September 28, 2026 What you can do here - Set organization-wide claim-scrubbing checks before claims are submitted - Require units, diagnosis codes, visit notes and prior authorization flags when needed - Control whether plan-of-care signatures are required, optional or never needed - Add limits and reminders for billable units, progress notes and timely filing - Use payer-type and payer scopes for exceptions to your global rules - Create custom rules that block, autofix, warn or suggest at specific workflow stages You’ll need: the Owner or Admin role. Billing rules live in Settings → Insurance → Billing Rules, where the settings card is described as Claim scrubbing rules and per-payer overrides. Use them to catch claim problems before submission and to keep payer-specific requirements in billing configuration instead of staff memory. #### How do I review billing rules? In the left sidebar, click Settings (at the bottom). In the settings menu, click Insurance. Under Insurance, click Billing Rules to see the rule scopes and the checks available for each scope. 1Settings2Billing Rules 1Billing Rules in the settings menu2Scope column3Global rules4Claim scrubbing5Limits & reminders6Custom rules The scope column (2) controls which rule set you are editing. Global rules (3) are the organization-wide defaults. Payer-type and payer scopes can override those defaults for more specific situations. #### How do I set claim-scrubbing rules? In the left sidebar, click Settings (at the bottom). In the settings menu, click Insurance. Under Insurance, click Billing Rules when you want Ona to flag missing or inconsistent claim information before submission. - Open Global rules in the scope column. - In Claim scrubbing, turn on the checks you want to use for most payers. - Set Plan of care signature to Required, Optional or Never. - Use a payer-type or payer scope for any rule that should behave differently for a subset of claims. The claim-scrubbing rules available are: Rule What it checks 8-minute rule Flags claims where timed CPT units do not satisfy Medicare's 8-minute rule. Units on every billable CPT Requires at least one unit on each billable CPT code before submission. Diagnosis codes on every line Requires every claim line item to have a linked diagnosis code. Note required per visit Requires at least one documentation note before a visit can be billed. Prior authorization required Preselects and locks the authorization-required flag on claims. Medicare 60-unit monthly cap Alerts when a visit would exceed 60 Medicare units in a calendar month. Plan of care signature Controls whether a signed plan of care is needed before billing. A new empty rule set starts with the boolean scrubbing checks off. Plan of care signature starts as Optional. #### How do I set limits and reminders? In the left sidebar, click Settings (at the bottom). In the settings menu, click Insurance. Under Insurance, click Billing Rules to add limits and reminders that help claims stay complete and timely. - Open the scope you want to edit, such as Global rules. - In Limits & reminders, turn on the limit or reminder you want. - For Max billable units per visit, enter the maximum units and add any exempt CPT codes if needed. - For Progress note reminders, set the visit count, days, or both. - For Timely filing limit, enter the filing window in days from the date of service. Max billable units per visit cannot be enabled without a max number of units. Timely filing limit cannot be enabled without a filing window in days. #### How do I override rules for a payer type or payer? In the left sidebar, click Settings (at the bottom). In the settings menu, click Insurance. Under Insurance, click Billing Rules when one payer type or one payer needs different rules than your global defaults. Rules cascade from broad to specific: Global rules apply first, payer-type rules override global rules, and payer rules override both. Payer types include Commercial, Medicare, Medicaid, Workers' comp, Auto, Self-pay and Other. Use a payer-type scope when a whole category behaves differently, such as Medicare rules that should not apply to commercial plans. Use a payer scope when one payer has its own requirement. A payer with no payer type is treated as insurance, not Self-pay. #### How do I set up a custom billing rule? In the left sidebar, click Settings (at the bottom). In the settings menu, click Insurance. Under Insurance, click Billing Rules when the built-in checks are not specific enough for a payer, coding pattern or workflow step. A custom rule has three main choices: Setting What it controls Stage When the rule runs. Available stages are On schedule, On chart, On claim build, On resubmit and On payer response. Severity The type of result the rule creates: Block, Autofix, Warn or Suggest. Enabled Whether the rule runs. Enabled runs actions, Shadow evaluates and logs only, and Disabled skips the rule. The Stage controls which actions are available. Available actions On schedule Warn user, Suggest to user On chart Substitute CPT codes, Add modifier to procedures, Override place of service, Block chart save, Warn user, Suggest to user On claim build Substitute CPT codes, Add modifier to procedures, Override place of service, Block claim from submission, Move claim to bucket, Warn user, Suggest to user On resubmit Substitute CPT codes, Add modifier to procedures, Override place of service, Block claim from submission, Move claim to bucket On payer response Move claim to bucket, Warn user, Suggest to user Condition fields are grouped under Primary insurance, Secondary insurance, Patient, Claim, Encounter, Rendering provider, Supervising provider, Referring provider, Site, Facility and Flags. Use Shadow when you want the rule to evaluate without changing the workflow, then switch it to Enabled when the rule is ready. #### What can't I do here? Open Billing Rules from the left sidebar: click Settings (at the bottom), click Insurance in the settings menu, then click Billing Rules under Insurance. Access and validation are limited in these ways: - Staff and clinicians cannot manage billing rules from Settings. - If insurance details are not enabled for the organization, Billing Rules is not shown. - You cannot enable Max billable units per visit without entering a max number of units. - You cannot enable Timely filing limit without entering the filing window in days. - Custom rule actions are limited by the selected Stage. - A payer with no payer type is not treated as Self-pay. #### Common questions #### Should I use a payer-type scope or a payer scope? Use a payer-type scope when the rule applies to a category such as Medicare or Workers' comp. Use a payer scope when the rule applies to one specific payer. #### Is Note required per visit on by default? No. A new empty rule set starts with Note required per visit off. Turn it on if your practice requires documentation before a visit can be billed. #### What does Shadow mean on a custom rule? Shadow evaluates the rule and logs the result, but does not run the rule's actions. Use it to test a rule before enabling it. #### What is the safest first setup? Start with global rules that match your standard billing policy. Add payer-type or payer scopes only for exceptions. Add custom rules after you know which recurring rejection or workflow issue you want to prevent. #### Where do I work claims that need follow-up? In the left sidebar, click Claims to open the claims queue and review claims that need billing follow-up. See Working the claims queue and Correcting and resubmitting claims. Related guides Working the claims queueUse the claims queue to find, filter, submit, review and follow up on insurance claims. Learn how payer statuses, workflow buckets, claim details, alerts, history and versions fit together.11 min readSetting up your clearinghouseChoose the clearinghouse your organization uses for insurance transactions, connect Claim.MD when needed, and understand what changes when you switch clearinghouses.5 min readHow claims move through OnaUnderstand the claim lifecycle in Ona, from draft claim data through submission, payer responses, payments, secondary claims and patient billing.8 min readSetting up insuranceTurn on insurance features, choose whether patients must add insurance during intake and card photos, and enter the billing provider and rendering NPI details used on claims.7 min readCorrecting, resubmitting, and reverting claimsCorrect denied claims, resubmit claims when the action is available, and use claim history to review or revert saved claim versions from the claims queue.7 min read ### How claims move through Ona - Help Center URL: https://ona.health/help/how-claims-move-through-ona Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### How claims move through Ona Understand the claim lifecycle in Ona, from draft claim data through submission, payer responses, payments, secondary claims and patient billing. Insurance & claims8 min readUpdated October 22, 2026 What this explains - How a claim moves from draft to payer response - What statuses, buckets, alerts and history each tell you - How payments, secondary claims, patient billing and attachments fit together You’ll need: an owner, admin or staff account, with insurance features turned on. Claims live in Claims in the left sidebar for the whole organization and in a patient's chart for one patient: in the left sidebar, click Patients, click the patient's name, then click Claims. A claim is the insurance billing record for payer and member details, diagnoses, service lines, rendering, referring, supervising and ordering provider information, patient insurance and CMS-1500 fields. On submitted claims, the claim detail surface also shows a read-only attachments summary. The claims journey shows setup, claim creation, submission, payer response, payment, secondary billing and patient billing. #### What is the claim lifecycle in Ona? In Claims in the left sidebar, the claim lifecycle is the path from draft claim data to a payer or patient-billing outcome. 1Claims queue Use the Claims queue (1) to track claims through their lifecycle from one place instead of moving patient by patient. The short version is: create or generate the draft, review the claim data, fix blocking alerts, submit it or handle it outside the clearinghouse, track the response, then resolve any remaining balance through secondary insurance or patient billing. Claims can be connected to a visit. When they are, claim activity can show that the claim was assigned to the visit or synced from the visit chart. Claims also keep versions, so edits, submissions, resubmissions, reversions and snapshots can be reviewed later. After submission, the claim detail surface adds the claim history and a read-only attachments section alongside the rest of the submitted claim details. #### When should I use the claims lifecycle view? Use Claims in the left sidebar when you need to work payer claims from one place instead of searching patient by patient. The queue helps your billing team see each claim’s status, bucket and alerts so they can decide what needs action. 1Patient Claims2Patient-scoped queue Use Patient Claims (1) to open the patient-specific claims tab, and use the Patient-scoped queue (2) when you want that patient's claim history instead of the organization-wide work queue. Use the patient claims view when the question is about one patient’s claim history: in the left sidebar, click Patients, click the patient's name, then click Claims. That view is scoped to the patient, while Claims is the organization-wide work queue. #### How does a claim become ready to send? In Claims in the left sidebar, open the claim. Readiness is about the draft claim data and its alerts. The key items are payer and member details, diagnoses, service lines, NDC drug fields when a service line bills drugs, charges, place of service, rendering, referring, supervising and ordering provider information, signatures, prior authorization and other CMS-1500 details. Before submission, Ona can show validation alerts grouped as errors, warnings and notes. Pre-submission errors block submission. Some alerts can take you directly to the affected field area, such as payer details, member ID, filing code, diagnoses, service lines, service line units or prior authorization. Billing rules also contribute to the pre-submission check. See Scrubbing claims with billing rules for how those checks are managed. The draft editor also includes attachments. You can upload documents or attach a signed visit note, then change or remove them before submission. After the claim is submitted, the claim detail view shows the attachments in read-only form. #### How do claim statuses and buckets work? In Claims in the left sidebar, open the claim. Status and bucket answer different questions. 1Status groups2Bucket filters3Claim rows Use Status groups (1) to see each claim’s processing state, Bucket filters (2) to narrow the queue by your team’s work label, and Claim rows (3) to open individual claims from the list. Status is the claim’s processing state. Claim activity can show events such as Claim created, Submitted to payer, Acknowledged by payer, Accepted by payer, Rejected by clearinghouse, Denied by payer, ERA received and Payment received. See Claim statuses for the full status reference. Bucket is how your team organizes the work. Buckets include Untriaged, Review, Hold, Open / Payments, Open / Pending, Open / Settled, Patient Billing and Closed. A claim can have a payer status and still need internal work, so use the bucket to keep the billing queue moving. #### How does claim history record payer responses? On the claim detail view, the claim history keeps payer, clearinghouse, system and team activity. History entries can include edits, submissions, payer updates, ERA events, invoice readiness, invoice not updated, card charge scheduled, copay returned to account, status updates, secondary filing and patient billing events. 1History tab2Timeline entry3View snapshot Use the History tab (1) to open the claim history. Each Timeline entry (2) shows one event on the claim, and View snapshot (3) opens the version tied to that entry when one is available. The important distinction is between a rejection and a denial. Rejected by clearinghouse means the claim did not get through cleanly. Denied by payer means the payer adjudicated the claim and refused some or all of it. Claim details can also show payer messages, alerts, remittance information and the Box 22 value in the Sent as row. That row shows whether the claim was sent as a new claim, a resubmission or a correction, so you can see the wording that went out with the claim. When a claim has versions, you can view a snapshot tied to a history entry. Submitted claims also show attachments in this detail surface, but you can only read them there. #### How do payments, secondary claims and patient billing fit in? In Claims in the left sidebar, open the claim. Payment information appears in the claim detail view after an ERA or manual remittance. The claim can show billed, allowed, writeoff, denied, insurance paid and patient responsibility amounts. If the patient has another policy and the primary claim leaves a balance, billing the secondary creates a new draft claim for the other payer and opens it for review. The patient is not invoiced until the secondary payer rules. Some claims can be posted as self-pay instead of being sent to a clearinghouse. In that case, the patient owes the full claim amount, collected through the invoice. When insurance is settled and the patient owes a balance, the claim can connect to patient billing. Patient invoices are separate from insurance claims: claims bill the payer, and invoices bill the patient. See Invoicing patients and collecting payments for the patient-payment workflow. On the submitted claim, the detail surface also shows the attachments that went with the claim. #### What can't I do here? In the claims queue, clinicians do not see Claims. Owners, admins and staff can use Claims when insurance features are turned on. If insurance features are turned off for your organization, Claims and the patient claims view are not available. A submitted claim is not edited like a draft. To continue work after submission, use the available claim actions, such as resubmitting, correcting a denial, billing secondary insurance, recording remittance or moving the balance to patient billing. #### Common questions #### What is the difference between a claim and an invoice? On the claims page, a claim bills a payer. An invoice bills the patient. A visit can lead to both when insurance pays part of the balance and the patient owes the rest. #### Why does a claim have both a status and a bucket? On the claims page, status is the claim’s processing state. Bucket is your team’s work queue label, such as Review, Hold or Patient Billing. #### Where do I see what changed on a claim? On the claim detail view, review the history. It records edits, submissions, payer responses, ERA events, invoice readiness, invoice not updated, card charge scheduled, copay returned to account and linked snapshots when available. #### What happens when I bill secondary insurance? On the claims page, Ona creates a new draft claim for the other payer and opens it for review. The original balance is not invoiced to the patient until the second payer rules. #### Can I still track a claim filed outside Ona? Yes. Claims can be marked as filed by hand, and manual remittance can be recorded so the claim’s payment outcome is still reflected in Ona. Related guides Working the claims queueUse the claims queue to find, filter, submit, review and follow up on insurance claims. Learn how payer statuses, workflow buckets, claim details, alerts, history and versions fit together.11 min readClaim statuses and bucketsUse claim statuses, buckets, and alerts to read the claims queue and prioritize follow-up work.5 min readScrubbing claims with billing rulesSet claim-scrubbing checks, limits, reminders and custom billing rules before claims are submitted. Use payer-type and payer scopes when one group of claims needs different rules.7 min readFrom visit billing to superbill and claimCreate and review a superbill from a completed visit, then finalize, download, or void it. Start a draft claim from the visit’s Insurance page when the claim workflow is available.6 min readInvoicing patients and collecting paymentsReview patient invoices in list or board view, create and edit draft invoices, issue them to patients, and collect or record payments. Use the organization-wide Invoices page, a patient's billing page, or a visit's invoice card depending on your role and workflow.16 min read ### Working the claims queue - Help Center URL: https://ona.health/help/claims-queue Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Working the claims queue Use the claims queue to find, filter, submit, review and follow up on insurance claims. Learn how payer statuses, workflow buckets, claim details, alerts, history and versions fit together. Insurance & claims11 min readUpdated October 22, 2026 What you can do here - See claims grouped by payer status and organized by internal workflow bucket - Filter claims by status, bucket, case, patient, payer, service date and updated time - Submit one draft claim or use Select and Submit for multiple drafts - Open a claim to review CMS-1500 details, provider roles, Box 17, payer messages, payment amounts and alerts - Use claim history and snapshots to see what changed over time - Download a CMS-1500 PDF You’ll need: the Owner, Admin or Staff role. Insurance must be enabled for your organization. The claims queue is your day-to-day insurance worklist. In the left sidebar, under Admin, click Claims. You can also work with one patient's claims: in the left sidebar, click Patients, click the patient's name, then click Claims in the patient chart sidebar. #### How do I find claims to work? In the left sidebar, under Admin, click Claims (1) to see claim volume by status, then narrow the queue to the claims you need to handle. 1Claims Claims are grouped by status, and each group shows a count. The list uses a two-line claim/state/amount layout instead of fixed columns, and the row shows age, payer state and outcome text. Select a row to open the claim. Use List (1) when you want to work claims in order. Use Board (2) when you want to see claims by workflow bucket. Status (3) filters the queue by payer stage, and More filters (4) opens the rest of the filters. 1List2Board3Status4More filters Filter by Status (3), Bucket, case, patient, payer or date. Use Search claims (1) to find a specific claim, Updated (2) to narrow by when it changed, and More filters (4) for the remaining filters. The date filters are inline Service from and Service to fields, plus Updated from and Updated to fields. Status is the payer or clearinghouse stage. Bucket is your team's internal workflow lane. When you filter by case, a Case chip appears and you can remove it from the filters bar. The available buckets are Untriaged, Review, Hold, Open / Payments, Open / Pending, Open / Settled, Patient Billing and Closed. Owners and admins can select Manage billing rules (5) from the filters area to manage claim-scrubbing rules. Staff can work the claims queue, but Settings pages such as billing rules are limited to owners and admins. #### How do I submit draft claims? On the same page, use the draft queue when a draft is ready to leave the draft queue. 2Draft3Claim row4Claim actions5Select and Submit - Open the Draft (2) group. - Review the claim's patient, payer, diagnoses, service lines, claim providers, attachments and charge amount in the Claim row (3). - Open the Claim actions (4) menu. - Select Submit claim. - To send more than one draft, use Select and Submit (5) in the Draft group and choose the drafts you want to send. The claim is submitted, and later payer or clearinghouse updates appear on the claim. In the draft, Claim providers can include separate Referring, Supervising and Ordering roles. Prints in Box 17 shows which provider role will print on the CMS-1500; the electronic claim carries all of them. Service lines can also show drug NDC details when they are available. Draft editing can also show case-linked fields, and the claim detail area can show a Case row when the claim belongs to a case. The resubmission area uses Resubmission code (22) and Payer's claim number / ICN (22). A draft with blocking validation errors cannot be submitted until the errors are fixed. If a date field is half-typed or invalid, save and submit stay blocked until you fix it. If the patient has no insurance on file, the draft shows a claim error and may offer Add patient insurance. Submit claim stays visible but disabled until the insurance issue is fixed. If you open a claim from an archived patient's chart, the action buttons in the queue and detail panel are disabled. You can still view the claim, open the PDF and use history. #### How do I read a claim? On the same page, select a row to review what was sent, what came back and what still needs work. 1Details tab2History3Claim PDF4Version controls5Claim providers The Details tab shows the claim status, patient, payer, member ID, billed amount and service information. It also shows diagnosis codes, service lines and CMS-1500 sections such as Payer & member, Patient, Insured, Condition related, Claim providers (5), Service facility, Billing provider, Signatures & assignment and Additional claim info. The detail panel can also show a Case row when the claim belongs to a case. Claim providers (5) separates Referring, Supervising and Ordering providers and shows which one Prints in Box 17. Service lines can also show drug NDC details when they are available. Submitted claims also show Sent as for Box 22. Submitted claims also show a read-only Attachments summary when the claim has attachments. The same panel can show claim alerts, payer or clearinghouse messages, payment amounts and patient-balance information when those details are available. Use Claim PDF (3) when you need a CMS-1500 copy for printing or outside follow-up. Use History (2) to review claim activity, and the version navigator (4) to move through saved claim versions. #### How do I understand claim statuses? On the same page, use the status groups to understand where the claim is in the payer or clearinghouse process. 1List view2Draft status3Rejected status4Paid status Use List view (1) to read the queue as a list, then compare Draft status (2), Rejected status (3) and Paid status (4) with the table below. Status What it means Draft Built but not submitted. Drafts can still be edited. Submitted Sent through the claim submission flow. Acknowledged Receipt was acknowledged. This is not a payer decision. Accepted Accepted for payer processing. Rejected Stopped before adjudication, usually because something must be corrected and sent again. Denied Adjudicated and refused by the payer. Work the denial rather than treating it like a formatting rejection. Paid Payment was received or posted. The Draft (1) and Rejected (2) groups are the ones you will usually work first. Status filters (3) narrow the list to one or more payer stages, and Board view (4) switches the queue to workflow buckets. The Rejected and Denied difference matters. A rejection usually means the claim did not make it through cleanly. A denial means the payer reviewed it and refused some or all of the charge. In the queue, each row now shows claim, state and amount on two lines instead of separate payer, paid and patient-share columns. #### How do I find why a claim was rejected or denied? On the same page, open the claim and review its Details before deciding what to fix. The Details tab can show alerts and messages from validation, the clearinghouse or the payer. Alerts are grouped as errors, warnings or notes. Some validation alerts can take you to the related claim field so you know where to correct the draft. When remittance information is available, the payment section separates paid, patient, writeoff and denied amounts. Denied service lines can show denied amounts and adjustment codes. The remittance section can also show entered-by-hand rows without a download button and a visible remittance reference when that information is present. #### How do I use claim history and versions? On the same page, open the claim and use the History tab to audit edits, submissions, payer updates and snapshots. 1History tab2View snapshot3Timeline entry History entries can include claim creation, draft updates, chart syncs, submissions, resubmissions, payer acknowledgements, payer acceptances, clearinghouse rejections, denials, payments, ERA receipt, secondary claim filing, copay activity, visit copay invoicing, copay returns and card charge scheduled activity. External references may show the connected system and reference number. Use View snapshot (2) on a history entry when it is available to see the claim as it looked at that point. The History (1) tab shows the timeline entries (3), and the version navigation at the top of the claim lets you move through saved claim versions. #### What can't I do here? In the left sidebar, click Claims under Admin. On Claims, access and actions are limited in these ways: - Clinicians do not get the full operations claims queue unless they also have an Owner, Admin or Staff role. - If insurance is not enabled for the organization, the claims pages do not open. - Staff can work the claims queue, but they cannot manage Settings pages such as billing rules. - A draft with blocking validation errors, including half-typed or invalid date fields, cannot be submitted until the errors are fixed. - A draft with missing insurance shows a claim error and cannot be submitted until the insurance issue is fixed. - Once a claim is submitted, it is no longer an ordinary draft. Use the claim's available follow-up actions for corrections, resubmissions and denial work. - When you open a claim from an archived patient's chart, the action buttons in the queue and detail panel are disabled, including claim details, draft submission, status inquiry, remittance and revert actions, but viewing, the PDF and history still work. #### Common questions #### Can I work claims from a patient chart? Yes. In the left sidebar, click Patients, click the patient's name, then click Claims in the patient chart sidebar to see claims for one patient instead of the full organization queue. #### What is the difference between status and bucket? Status reflects the payer or clearinghouse stage, such as Submitted, Rejected or Paid. Bucket is your team's internal workflow label, such as Review, Hold or Patient Billing. #### Should I resubmit a denied claim the same way I resubmit a rejected claim? Not usually. A Rejected claim is usually corrected and sent again because it did not pass cleanly. A Denied claim was adjudicated by the payer, so review the denial details and use the appropriate follow-up process. #### Where do I see what changed on a claim? In the left sidebar, under Admin, click Claims, open the claim, and use the version navigation or History. If an entry has View snapshot, select it to see that saved version. #### Where do I manage scrubbing rules? In the left sidebar, under Admin, click Claims. Owners and admins can select Manage billing rules from the filters area, or open Scrubbing claims with billing rules. #### Can I filter claims by case? Yes. In the claims filters, choose a case to narrow the queue, then remove the Case chip if you want to clear that filter. #### Where do I see case-linked fields? Case-linked fields can show in the draft editor and on the claim detail panel when the claim belongs to a case. Related guides How claims move through OnaUnderstand the claim lifecycle in Ona, from draft claim data through submission, payer responses, payments, secondary claims and patient billing.8 min readClaim statuses and bucketsUse claim statuses, buckets, and alerts to read the claims queue and prioritize follow-up work.5 min readChecking claim statusFind a claim, open its details, and review claim status, payer messages, alerts, payment information, attachments and history from the claims queue or a patient's claims page.6 min readCorrecting, resubmitting, and reverting claimsCorrect denied claims, resubmit claims when the action is available, and use claim history to review or revert saved claim versions from the claims queue.7 min readScrubbing claims with billing rulesSet claim-scrubbing checks, limits, reminders and custom billing rules before claims are submitted. Use payer-type and payer scopes when one group of claims needs different rules.7 min read ### Checking claim status - Help Center URL: https://ona.health/help/checking-claim-status Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Checking claim status Find a claim, open its details, and review claim status, payer messages, alerts, payment information, attachments and history from the claims queue or a patient's claims page. Insurance & claims6 min readUpdated October 22, 2026 What you can do here - Find a claim in the organization-wide claims queue or on a patient's claims page - Open claim details and review the current status, messages, alerts, payment summary and attachments summary - Use History to see submissions, status updates, payer decisions, copay and invoice activity, and ERA activity - Know why the claims pages may not be available You’ll need: the Owner, Admin or Staff role. Insurance claims must be enabled for your organization. In the left sidebar, under Billing, click Claims to see where an insurance claim stands after it has been created or submitted. You can also open a patient's claims when you are already working in that chart: in the left sidebar, click Patients, click the patient's name, then click Claims in the patient chart's Billing section. #### How do I find a claim and open its status? In the left sidebar, under Billing, click Claims to open the organization-wide claims queue and review a claim's current status. The queue groups claims by status, and selecting a row opens the claim details panel. 1Claims2Updated Use the Claims (1) link in the left sidebar to open the queue, and use Updated (2) when you want to narrow the list by when claims were last changed. - In the left sidebar, under Billing, click Claims. - Open the status group that contains the claim. - Select the claim row. - Review the claim's status in the details panel. The claim details panel stays open beside the list, so you can move between claims without leaving the queue. #### How do I review payer and clearinghouse responses? In the left sidebar, under Billing, click Claims. Use the claim details panel in Claims to read the information returned after a claim is submitted or updated. Responses can appear as messages, alerts, payment information, attachments summary, history events and, for submitted claims, Sent as. When a submitted claim shows Sent as, that field reflects Box 22 on the claim. - Review Messages for payer or clearinghouse text returned on the claim. - Review alerts for items that need attention or review. - Review Payment Summary when payment, patient responsibility, writeoff or denial amounts are available. - Review Attachments when the claim includes documents sent with the submission. Payer alerts can include payer reason-code details when those are returned. Use the message and alert text to decide whether the next step is to wait, correct the claim or post remittance. #### How do I see when a claim status changed? In the left sidebar, under Billing, click Claims. Use History in the claim details panel from Claims to see the timeline of claim activity. History shows submissions, status updates, payer or clearinghouse outcomes, copay collection, invoice handling, and other events in the order they were recorded. For submitted claims, the details panel also shows Sent as so you can see how Box 22 was filed. 1History tab2Timeline entry Open the History tab (1) to see the claim's activity timeline, and review each Timeline entry (2) for when it happened and what it records. - Open History. - Review the timeline for status and remittance events. Common history events include Status update received, Acknowledged by payer, Accepted by payer, Rejected by clearinghouse, Denied by payer, Payment received, ERA received, Copay collected, Held copay applied, Invoice ready to send, Invoice not updated and Card charge scheduled. Events show when they happened and, when available, who or what recorded them. #### How do I check claims from a patient's chart? In the left sidebar, click Patients, then click the patient's name. Use a patient's Claims page when you only need claims for one patient. This page scopes the claims list to that patient. 1Claims Use the Claims (1) link in the patient's Billing section to open that patient's claims page. - In the left sidebar, click Patients, then click the patient's name. - In the patient chart's Billing section, click Claims. - Review the claim's status, messages, alerts, payment summary and History. The same claim can also be found from the organization-wide Claims queue. #### What can't I do here? Claim status access is limited in these ways: - Clinicians do not have access to the full operational claims queue. - If insurance claims are not enabled for your organization, Claims is not available and the patient claims page sends you back to the patient's main record. - A patient's Claims page, opened by clicking Patients in the left sidebar, clicking the patient's name, and clicking Claims in the patient chart's Billing section, is scoped to that patient. Use Claims for the organization-wide queue. - On an archived patient's claims page, you can still open and read a claim, but status-check actions are disabled. #### Common questions #### Can I check status without leaving the patient's chart? Yes. In the left sidebar, click Patients, click the patient's name, then click Claims in the patient chart's Billing section. Select the claim row to review its details and History. #### Where do payer messages appear? In the left sidebar, under Billing, click Claims, then open the claim details panel. Payer and clearinghouse text appears in Messages when it is available. Status-related events appear on History. #### What do alert severities mean? Error means a claim problem needs attention. Warning means the claim may need review before the next billing step. Info is a note or non-blocking detail to review. #### What should I do if the claim is rejected or denied? In the left sidebar, under Billing, click Claims, then open the claim details and read the returned messages and alerts. If the claim needs a replacement or resubmission, see Correcting and resubmitting claims. #### Where do payment and ERA details appear? Payment information appears in the claim details when available. For submitted claims, Sent as also appears there. For remittance workflow and copay or invoice activity, see History and Posting ERAs and remittances. Related guides Working the claims queueUse the claims queue to find, filter, submit, review and follow up on insurance claims. Learn how payer statuses, workflow buckets, claim details, alerts, history and versions fit together.11 min readClaim statuses and bucketsUse claim statuses, buckets, and alerts to read the claims queue and prioritize follow-up work.5 min readHow claims move through OnaUnderstand the claim lifecycle in Ona, from draft claim data through submission, payer responses, payments, secondary claims and patient billing.8 min readCorrecting, resubmitting, and reverting claimsCorrect denied claims, resubmit claims when the action is available, and use claim history to review or revert saved claim versions from the claims queue.7 min readReviewing ERAs and remittances on claimsReview posted payer remittances from a claim, understand how the payer split the balance, export ERAs as CSV when needed, and create a secondary draft when another policy should be billed.9 min read ### Correcting, resubmitting, and reverting claims - Help Center URL: https://ona.health/help/correcting-and-resubmitting-claims Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Correcting, resubmitting, and reverting claims Correct denied claims, resubmit claims when the action is available, and use claim history to review or revert saved claim versions from the claims queue. Insurance & claims7 min readUpdated October 22, 2026 What you can do here - Create a corrected replacement for a denied claim - Resubmit a claim when the resubmission action is available - Review claim activity, payer messages, alerts and saved snapshots - Revert a claim to an earlier saved version - Open the original denial or its replacement after a correction is created You’ll need: the owner, admin or staff role, and insurance claims enabled for your organization. In the left sidebar, click Claims to work claims across the practice. To work one patient's claims, in the left sidebar, click Patients, click the patient's name, then click Claims in the patient chart sidebar. Selecting a claim opens its detail panel, where claim actions, alerts, payer messages, payment details, CMS-1500 details such as claim providers and NDC service-line information, and history appear together. The claim actions now sit in a pinned footer. 1Claim actions2Alerts3History Use Claim actions (1) in the pinned footer for actions such as correcting, resubmitting, billing secondary, or collecting copay when they are available. Use Alerts (2) to review validation issues, payer messages, or other claim warnings. Use History (3) to open the activity timeline and saved snapshots for the claim. #### How do I correct a denied claim? When you're on the claims queue, use Claims when a payer denied a claim and you need to send a corrected replacement. Ona creates a new draft for the correction and keeps the original denial closed as superseded. If you opened the claims workspace from an archived patient's chart, you can view the claim, but correction actions are blocked. - In the left sidebar, click Claims. - Select the denied claim. - Review the payer messages, alerts and payment details to understand what needs to change. - Select Correct claim. - In the replacement draft, fix the information the payer denied. - Submit the replacement when it is ready. The replacement draft shows Correction of a denied claim and includes View original so you can return to the denial. The original denial shows Superseded by a correction and, when available, Open correction. The original denial stays in the record Correcting a claim does not erase the denied claim. The denial stays in history, and work continues on the replacement claim. #### How do I resubmit a claim? On the same page, use Claims to send a claim again when the resubmission action is available for that claim. If the payer requires CMS-1500 Box 22, use Resubmission code (22) and Payer's claim number / ICN (22) before sending. Rejected claims can default to 1 - New claim (Original Medicare) when that applies. If you opened the claims workspace from an archived patient's chart, you can view the claim, but resubmission actions are blocked. The draft editor also includes Attachments for unsent claims, so you can manage supporting documents there before resubmitting; those attachments go out again with the next electronic submission. 1Validation alerts2Enter remittance3Fix & resubmit Use Validation alerts (1) to review blocking errors, Enter remittance (2) when Box 22 applies, and Fix & resubmit (3) to send the claim again. - Select the claim you need to send again. - Review any validation alerts and fix blocking errors before you send. - If Box 22 applies, open the draft editor. - In Additional claim info, update Resubmission code (22) and Payer's claim number / ICN (22). - Use Fix & resubmit in the pinned footer when the claim is ready. Ona sends the claim again and adds Resubmitted to payer to the claim history. #### How do I revert a claim to an earlier version? On the same page, use History on a claim when you need to roll it back to a saved version. Claim history can include draft edits, submissions, resubmissions, provider changes, chart syncs, payer updates, card charge scheduled events and reversions. If you opened the claims workspace from an archived patient's chart, you can view the claim history, but revert actions are blocked. 1History tab2Timeline entries3View snapshot Use the History tab (1) to open claim activity, the Timeline entries (2) to find the saved version, and View snapshot (3) to inspect it before reverting. - Select the claim. - Open History. - Select View snapshot on the version you want to inspect. - Review the snapshot to make sure it is the version you want. - Use the revert action from the snapshot. The claim returns to that earlier version, and Reverted to earlier version appears in the history. #### How do I use claim history while fixing a claim? On the same page, select the claim and open History to see what changed and who or what made the change. Activity entries can show the actor, relative time, outside reference information and, when a saved version is available, View snapshot. 1History tab2Actor and time3View snapshot Use the History tab (1) to open the activity list, the Actor and time (2) to see who made the change and when, and View snapshot (3) when a saved version is available. Use snapshots before reverting so you can confirm the version you are restoring. Edits, submissions, payer responses and card charge scheduled events also appear in the activity timeline. #### What can't I do here? In the claims queue, access and actions are limited in these ways: - Clinicians do not have the full operational claims queue unless they also hold an owner, admin or staff role. - If insurance claims are not enabled for the organization, Claims is not available. - You cannot submit a claim while it has blocking pre-submission validation errors. - Once a denied claim is superseded by a correction, work continues on the replacement claim instead of the original denial. - A correction is for a denied claim. Use resubmission only when the resubmission action is available for that claim. - When the claims workspace is opened from an archived patient's chart, you can view the claim, but correction, resubmission and revert actions are blocked. #### Common questions #### What happens to the original claim after I create a correction? The original denial is closed as superseded. It stays in the record, and the replacement claim becomes the place where you fix and submit the corrected information. #### How do I get back to the original denial from the corrected claim? Open the corrected claim and select View original in the correction banner. #### How do I open the replacement from the denied claim? Open the denied claim. If a replacement is linked, the superseded note shows Open correction. #### Where do Box 22 resubmission details go? On the claim, use Resubmission code (22) and Payer's claim number / ICN (22) in Additional claim info. #### Why can't I correct or resubmit a claim? The action may not be available for that claim's current state. The claim may also have blocking validation errors that need to be fixed before it can be sent. Related guides Working the claims queueUse the claims queue to find, filter, submit, review and follow up on insurance claims. Learn how payer statuses, workflow buckets, claim details, alerts, history and versions fit together.11 min readClaim statuses and bucketsUse claim statuses, buckets, and alerts to read the claims queue and prioritize follow-up work.5 min readHow claims move through OnaUnderstand the claim lifecycle in Ona, from draft claim data through submission, payer responses, payments, secondary claims and patient billing.8 min readChecking claim statusFind a claim, open its details, and review claim status, payer messages, alerts, payment information, attachments and history from the claims queue or a patient's claims page.6 min readScrubbing claims with billing rulesSet claim-scrubbing checks, limits, reminders and custom billing rules before claims are submitted. Use payer-type and payer scopes when one group of claims needs different rules.7 min read ### Billing secondary insurance - Help Center URL: https://ona.health/help/billing-secondary-insurance Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Billing secondary insurance Create a secondary insurance claim from an adjudicated primary claim and handle missing or already filed secondary coverage from the claims queue. Insurance & claims4 min readUpdated October 13, 2026 What you can do here - Create a draft secondary claim from an adjudicated primary claim - Send the remaining balance to the patient's other payer instead of invoicing the patient - Open an already filed secondary claim when Ona can link to it - Know when to add secondary coverage to the patient record first You’ll need: the owner, admin or staff role, and insurance billing turned on for your organization. Secondary billing starts from Claims or the patient's Claims tab after you open the patient from Patients, once the primary payer has adjudicated the claim. On an archived patient's chart, the claims pages are read-only: you can view existing claims, but you cannot create a new secondary claim there. Ona creates a new draft claim for the patient's other policy and opens it for review before you submit it. #### How do I bill a secondary payer? In the left sidebar, click Claims. Use Claims (1) to bill the remaining balance of an adjudicated primary claim to the patient's other insurance policy, and Select a claim (2) to pick the primary claim to work from. This creates a new secondary draft; it does not resubmit the primary claim. 1Claims2Select a claim - In the left sidebar, click Claims. - Select the adjudicated primary claim. - Open the claim action that shows Bill this balance to the secondary payer?. - Review the patient, payer and PCN shown in the message. - Select Create secondary claim. Ona creates the secondary draft, closes the primary claim, opens the new draft in edit mode, and shows Secondary claim created. The patient is not invoiced until the second payer rules. #### How do I finish the secondary draft? On the same page, select the secondary draft. The secondary draft opens for review, and you need to set the filing code before it goes out. - Review the new draft that opens after the secondary claim is created. - Set Filing code (plan type). - Review the draft details and any validation alerts. - Submit the draft when it is ready. The secondary claim moves forward as its own claim, with its own PCN and history. #### How do I handle No second insurance on file? On the same page, use Claims or the patient's Claims tab when Ona shows No second insurance on file during secondary billing. This means the patient does not have secondary coverage available on their record. - Select Close. - Add the patient's secondary coverage to their record. - In the left sidebar, click Claims, then select the primary claim. - Try the secondary billing action again. Trying again before adding the patient's secondary coverage will not change the result. For help with coverage records, see Patient insurance and card scanning. #### How do I open a secondary claim that was already filed? On the same page, use Claims when Ona shows Secondary already filed. This means the primary claim's balance has already been billed to the other payer. - Select the primary claim, then open the secondary billing action. - In the Secondary already filed message, select View secondary claim if it appears. - Review the secondary claim that opens. - Continue work from the secondary claim instead of creating another one. Ona prevents duplicate secondary billing for the same primary balance. #### What can't I do here? In the left sidebar, click Claims. In Claims, secondary billing is limited in these ways: - Clinicians do not use the claims queue for this workflow. - If insurance billing is turned off for your organization, the claims pages are not available. - You cannot bill a secondary when the patient has no second insurance on file. - You cannot create another secondary claim after the primary balance has already been billed to the other payer. - You cannot bill a secondary from a claim that is not adjudicated. - You cannot bill a secondary from a claim that is already a secondary claim. - On an archived patient's read-only claims page, you can view existing claims but cannot create a new secondary claim. - Creating the secondary claim does not invoice the patient. Patient billing waits until the second payer rules. #### Common questions #### Is a secondary claim the same as a resubmission? No. Secondary billing creates a new claim against the patient's other policy. It is not a resubmission of the primary claim. #### What happens to the primary claim? When the secondary draft is created, the primary claim is closed. Work continues on the new secondary claim. #### Why do I need to set the filing code? The secondary draft needs its filing code reviewed before submission. Set Filing code (plan type) before you submit the claim. #### Will Ona invoice the patient when I bill the secondary? No. The patient is not invoiced until the second payer rules. #### What should I do if the claim says it was not found? Refresh the claims list. The claim may have been deleted. Related guides Working the claims queueUse the claims queue to find, filter, submit, review and follow up on insurance claims. Learn how payer statuses, workflow buckets, claim details, alerts, history and versions fit together.11 min readPatient insurance and card scanningAdd, edit, scan and remove insurance from a patient record. Owners and admins can also require insurance during patient intake from Insurance settings.8 min readHow claims move through OnaUnderstand the claim lifecycle in Ona, from draft claim data through submission, payer responses, payments, secondary claims and patient billing.8 min readClaim statuses and bucketsUse claim statuses, buckets, and alerts to read the claims queue and prioritize follow-up work.5 min readCorrecting, resubmitting, and reverting claimsCorrect denied claims, resubmit claims when the action is available, and use claim history to review or revert saved claim versions from the claims queue.7 min read ### Reviewing ERAs and remittances on claims - Help Center URL: https://ona.health/help/posting-eras-and-remittances Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Reviewing ERAs and remittances on claims Review posted payer remittances from a claim, understand how the payer split the balance, export ERAs as CSV when needed, and create a secondary draft when another policy should be billed. Insurance & claims9 min readUpdated October 19, 2026 What you can do here - Review payer remittance details and payment history after a remittance posts - Use the remittance dialog’s Payments tab to review payment rows and reconciliation details - Filter remittances by payment date and export ERAs as CSV from the remittance dialog using the current search and filter state - See billed, allowed, paid, writeoff, denied and patient responsibility amounts - Check service-line adjustments and payer messages - Create a secondary draft when a primary payer leaves a balance for another policy - Use claim history to confirm when an ERA, payment, or card charge was received You’ll need: the Owner, Admin or Staff role. Insurance billing must be turned on for your organization. Use Claims to review remittances across the practice. For one patient’s claims, use the patient chart and its Claims area. Open a claim to see its payment summary, service lines, messages, remittances, payments and history. On archived patients, the claims page stays readable, but posting and secondary-billing actions are disabled. #### How do I review a remittance on a claim? In the left sidebar, click Claims. Then select the claim you want to review to confirm how the payer adjudicated it and what work remains. The claim details panel shows the payer’s amounts at both the claim and service-line level, and the remittance area opens a Remittance advice dialog with ERAs and Payments tabs, plus an Export button for CSV exports based on the current search and filter state. Use the Payments tab to open payment rows, reconcile them, and filter the list by payment date. In the payment detail view, you can see the payment reconciliation state, overdue status, and links to related ERAs. - In the left sidebar, click Claims. - Select the claim you want to review. - In Payment Summary, compare Billed, Allowed, Insurance paid, Writeoff, Denied and Patient owes. - Open the remittance area to review the Remittance advice dialog. - Use ERAs or Payments to switch between remittance records and payment rows. - Use Export to download the current ERAs as CSV. - Review each service line for Allowed, Paid, Denied and Writeoff and Adjustments. - Check Messages for payer or clearinghouse messages tied to the claim. - Open History to confirm events such as ERA received, Payment received or Card charge scheduled. After the remittance is posted, the claim shows what insurance paid, what was written off, what was denied, and what may still be owed by the patient or another payer. #### How do I read Payment Summary? In the left sidebar, click Claims. Then select the claim to understand the claim balance before you invoice the patient or bill another payer. Field What it means Billed The total charge on the claim. Allowed The amount the payer allowed, when the payer returns it. Writeoff The contractual adjustment shown as a writeoff. Denied The amount still open with the payer because it was denied. Insurance paid The amount paid by insurance. Collected at visit A copay collected before adjudication, shown as an estimate. Patient owes The patient responsibility after adjudication, unless a secondary payer is still pending. If a secondary claim is pending, the primary payer’s patient responsibility is not the patient’s final balance. The second payer still needs to rule. #### How do I review line-level adjustments? In the left sidebar, click Claims. Then select the claim when the total does not explain what happened. Each line can show its own payment, denial and adjustment information. Use Denied (1) to spot the refused charge, Writeoff (2) for the contractual reduction, and Adjustments (3) for the group-code pair, label and amount. 1Denied2Writeoff3Adjustments - Select the claim. - Find the service line you want to review. - Compare the line charge with Allowed, Paid, Denied and Writeoff. - Review Adjustments for the group-code pair, label and amount. Denied line amounts are shown separately from writeoffs, so you can tell the difference between a contractual reduction and a refused charge. Manual remittances are shown as Entered by hand, their remittance details include a Reference field, their 835 download button is hidden, and Replaced remittances appear separately from active ones. #### How do I create a secondary claim from a remaining balance? In the left sidebar, click Claims. Then open an adjudicated claim. When the claim opens Bill this balance to the secondary payer?, Ona creates a new draft claim for the other payer instead of resubmitting the primary claim. On an archived patient’s claims page, this action is disabled. - Review the patient, primary payer and balance in Bill this balance to the secondary payer?. - Select Create secondary claim. - Open the new draft and set the filing code before submitting it. Ona creates a draft secondary claim, closes the dialog, opens the new draft, and shows Secondary claim created. The original claim is closed, and the patient is not invoiced until the second payer rules. If the patient does not have a second insurance policy on file, the dialog shows No second insurance on file. Add the secondary coverage to the patient record, then bill the balance again. If the balance was already billed to another payer, the dialog shows Secondary already filed and may offer View secondary claim. Replaced remittances also appear separately from active ones in the remittance list and the Payments tab. #### How do I use claim history while reviewing remittances? In the left sidebar, click Claims. Then open a claim to audit what happened to the claim and when. Use History (1) to open the timeline, select a claim update event (2) to read what happened, and use View snapshot (3) when you need to compare the claim version linked to that event. History entries include claim edits, submissions, payer status updates, ERAs, payment events, visit copay invoice handling and copay returns. 1History2Claim update event3View snapshot - Look for events such as Submitted to payer, ERA received, Payment received, Card charge scheduled, Denied by payer, Secondary claim filed, Copay set, Copay collected, Held copay applied, Invoice ready to send or Copay returned to account. - Select View snapshot on an event when you need to compare the claim version linked to that event. History gives you a timeline for remittance review and follow-up, without changing the claim. #### What can't I do here? Remittance review and follow-up are limited in these ways: - Owners, admins and staff use the operational claims workspace. Members who are only clinicians do not use the full claims queue. - If insurance billing is turned off, Claims is not available and patient claim tabs redirect back to the patient record. - On an archived patient’s claims page, posting and secondary-billing actions are disabled. - You cannot create a secondary claim when the claim is not adjudicated, when it is already a secondary, when there is no secondary policy on file, or when the secondary was already filed. - A pending secondary claim means the patient balance is not final yet. - Manual remittance date fields validate inline, and incomplete or invalid paid date and claim received date entries block saving. - Pre-submission validation errors block claim submission until they are fixed. - The 835 download action is hidden for manual remittances, which show Entered by hand instead. - Export downloads ERAs as CSV using the current search and filter state. - The remittance dialog also includes a Payments tab, where you review payment rows and reconcile them, but the claim still needs a remittance to post before those details matter. #### Common questions #### Where do I see what insurance paid? On the claim page, review Payment Summary and the Remittance advice dialog. Insurance paid shows the paid amount, and each service line can also show Paid. #### Where do I see what the patient owes? On the claim page, review Patient owes in Payment Summary. If a secondary payer is pending, the primary payer’s patient responsibility is not treated as the final patient balance. #### How do I know whether a charge was denied or written off? On the claim page, use Payment Summary and the service lines. Denied is shown separately from Writeoff, and denied line amounts are labeled as denied rather than contractual writeoffs. #### How do I export ERAs as CSV? Open the Remittance advice dialog from a claim and select Export to download the ERAs currently shown by the search and filter state. #### What happens after I create a secondary claim? Ona creates a new draft secondary claim and opens it. Set the filing code, review the draft, then submit it when it is ready. #### Where can I see the remittance timeline? On the claim page, select History. Events such as ERA received, Payment received, Card charge scheduled and payer decisions appear in the timeline. #### What does Entered by hand mean? It means the remittance was entered manually instead of coming in as an ERA. In the claim detail view, manual remittances show Entered by hand and include a Reference field. #### What does Replaced mean on a remittance? A replaced remittance is not the active one. It stays listed separately so you can tell the replacement from the remittance currently in force. #### How do I review payments in the remittance dialog? Open Remittance advice from a claim in Claims, then switch to Payments. Open a payment row to review its reconciliation state, overdue status, and links to related ERAs. #### How do I filter remittances by payment date? Open the Remittance advice dialog from a claim in Claims. Use the payment-date filter in the Payments tab to narrow the list before you open a row. #### What do the copay events in History mean? They show what happened when the visit copay moved through billing, such as when it was set, collected, applied to the invoice, or returned to the account. Related guides Working the claims queueUse the claims queue to find, filter, submit, review and follow up on insurance claims. Learn how payer statuses, workflow buckets, claim details, alerts, history and versions fit together.11 min readHow claims move through OnaUnderstand the claim lifecycle in Ona, from draft claim data through submission, payer responses, payments, secondary claims and patient billing.8 min readChecking claim statusFind a claim, open its details, and review claim status, payer messages, alerts, payment information, attachments and history from the claims queue or a patient's claims page.6 min readBilling secondary insuranceCreate a secondary insurance claim from an adjudicated primary claim and handle missing or already filed secondary coverage from the claims queue.4 min readClaim statuses and bucketsUse claim statuses, buckets, and alerts to read the claims queue and prioritize follow-up work.5 min read ### Managing prior authorizations - Help Center URL: https://ona.health/help/prior-authorizations Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Managing prior authorizations Record scripts and prior authorizations from a visit’s eligibility details, track remaining visits, and see when an authorization issue affects eligibility. Insurance & claims8 min readUpdated October 20, 2026 What you can do here - Run an insurance eligibility check for a visit - Add a Script or Prior-auth to the patient from eligibility details - Track total, used, scheduled and remaining visits - Edit an existing script or prior authorization - See authorization issues that affect the eligibility result You’ll need: access to the patient’s visit and insurance details. Use Visits → (a visit) → Insurance to check coverage and manage the patient’s scripts and prior authorizations. In the left sidebar, click Visits, click the visit, then click Insurance in the visit section navigation. Authorizations are tracked on the patient, so the same record can appear wherever that patient’s eligibility details are shown. #### How do I run an eligibility check for a visit? In the left sidebar, click Visits, click the visit, then click Insurance in the visit section navigation when you need to confirm the patient’s coverage for that visit. The result can also flag scripts or prior authorizations that are over their visit limit or have visits scheduled after they ended. The visit insurance eligibility panel shows the patient’s eligibility result, the visit title and scheduled date and time in the header, the insurance section, scripts and authorizations, and benefit details. - In the left sidebar, click Visits, click the visit, then click Insurance in the visit section navigation. - Find the Eligibility card. - Select Check eligibility if no check has been run yet. - If a check already exists, select View eligibility details. - Select Recheck if you need to run the check again. After the check runs, the eligibility details show the copay at the top when one is available, coverage, when the check was run, benefit rows, insurance on file, and the patient’s Scripts & Auths. In consultation-level panels, the header also shows the visit title and scheduled date and time. Rechecking refreshes the copay too. #### How do I add a prior authorization or script? In the left sidebar, click Visits, click the visit, then click Insurance in the visit section navigation when you need to track a visit allowance for the patient. - Select View eligibility details on the Eligibility card. - In Scripts & Auths, select Add. If there are no records yet, select No scripts or auths yet - add one. - In Type, choose Script or Prior-auth. - Enter the Number, if you have one. - Fill in Total, Used, Scheduled, Valid from and Valid until as needed. If visit types are available, use Covers to limit the record to selected service types instead of every visit type. The date fields must be complete valid dates, and inline errors appear if either one is half-entered or invalid. - Select Add authorization. Ona adds the script or prior authorization to the patient and updates the authorization list. The eligibility result may also update because authorization compliance is included in the overall eligibility verdict. If you choose visit types in Covers, the record applies only to those service types instead of every visit type. On each authorization card, you also see the linked case title and billed units. #### How do I track remaining visits? In the left sidebar, click Visits, click the visit, then click Insurance in the visit section navigation. Use Scripts & Auths to see whether a patient still has visits available. Ona calculates Remaining visits as Total minus Used minus Scheduled. Field What it tracks Total The total number of visits allowed by the script or prior authorization. Used Visits already used. Scheduled Future visits already scheduled against the script or prior authorization. Remaining visits The visits left after used and scheduled visits are subtracted. The count fields accept whole numbers. If the remaining count falls below zero, the remaining visit number is shown in red. Each authorization card can also show related visits. Upcoming visits are visible first. Past visits are grouped behind a past visits toggle. A visit can be marked Outside dates when it is scheduled after the authorization end date, or Exceeds visits when it is beyond the authorized visit count. Each authorization card also shows the linked case title and billed units. #### How do I edit a prior authorization or script? In the left sidebar, click Visits, click the visit, then click Insurance in the visit section navigation when the approved visit count, authorization number or valid date range changes. - In Scripts & Auths, find the script or prior authorization. - Select Edit authorization on its card. - Update the Number, visit counts, Covers, Valid from or Valid until. The date fields must be complete valid dates, and inline errors appear if either one is half-entered or invalid. - Select Save changes. The authorization is updated on the patient, and the eligibility details refresh. In edit mode, Type is not shown, so you cannot change a saved Script into a Prior-auth or a Prior-auth into a Script here. You can change Covers to narrow or expand which service types the record applies to. On the authorization card, you also see the linked case title and billed units. #### What does Auth issue mean? In the left sidebar, click Visits, click the visit, then click Insurance in the visit section navigation to review an Auth issue. An Auth issue means one or more scripts or prior authorizations need attention. Open the eligibility details to see which record is affected. The Authorizations warning can show: Issue What it means Over its visit limit The record is over the allowed visit count. Visits scheduled after it ended One or more visits are scheduled after the authorization’s end date. Over its visit limit and past its end date Both problems are present. Select View authorization in the warning to jump to the matching card in Scripts & Auths. Update the visit counts or valid dates if the record is missing the latest payer information. #### How do out-of-date authorizations work? In the left sidebar, click Visits, click the visit, then click Insurance in the visit section navigation. In Scripts & Auths, an authorization becomes out of date after its Valid until date has passed. Out-of-date records move into a collapsed out of date section so active records stay first. Open the out of date section to review or edit old records. If you update Valid until to a current or future date, the record can appear with the active scripts and authorizations again. #### What can't I do here? On the visit's Insurance page, authorization management has these limits: - You cannot change the Type of an existing record while editing it. - You cannot delete a script or prior authorization from Scripts & Auths. - You cannot save decimals or text in Total, Used or Scheduled. These fields accept whole numbers only. - The Valid from and Valid until fields must be complete valid dates. If you half-enter one or enter an invalid date, Ona shows an inline error on that field. - The Covers field appears only when visit types are available to choose from. - If the patient’s insurance is incomplete or otherwise blocks a check from running, Ona shows that reason in the eligibility panel and keeps the run action disabled until the insurance record changes. - Ona cannot store the outcome of a phone eligibility check when a payer does not support electronic checks. Record what the payer tells you on the patient’s chart. #### Common questions #### Is a prior authorization saved to the visit or the patient? It is tracked on the patient. When you add one from a visit’s eligibility details, Ona saves it to that patient’s Scripts & Auths. #### What is the difference between Script and Prior-auth? Both types use the same number, visit count and valid date fields, and both can be limited to selected visit types with Covers. Choose the type that matches the record you received. #### Why does eligibility show an authorization issue if coverage is eligible? Eligibility combines payer coverage with authorization compliance. If payer coverage is eligible but a script or prior authorization is over its visit limit or has visits scheduled after it ended, the overall result can show an authorization issue. #### What should I do when an eligibility check fails? On the visit's Insurance page, if the panel says the check can’t run because the patient’s insurance is incomplete, fix the insurance details there first - the run action stays disabled until the insurance record changes. If the payer rejected the check, open the eligibility details and read Why the check failed. Then select Try again or Recheck. For more detail, see Reading eligibility results. #### Where do I update the patient’s insurance details? On the visit's Insurance page, open the Insurance section inside eligibility details, or update the patient’s insurance record. See Patient insurance and card scanning. Related guides Reading eligibility resultsOpen a visit's eligibility details, read the coverage verdict, review insurance and authorization information, and understand benefit rows and failed checks.10 min readPatient insurance and card scanningAdd, edit, scan and remove insurance from a patient record. Owners and admins can also require insurance during patient intake from Insurance settings.8 min readSetting up insuranceTurn on insurance features, choose whether patients must add insurance during intake and card photos, and enter the billing provider and rendering NPI details used on claims.7 min readPayer enrollmentSend payer enrollment requests from Insurance settings, choose whether the payer credentials the practice or one clinician, and complete clearinghouse tasks when action is required.7 min read ### From visit billing to superbill and claim - Help Center URL: https://ona.health/help/note-to-superbill-and-claim Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### From visit billing to superbill and claim Create and review a superbill from a completed visit, then finalize, download, or void it. Start a draft claim from the visit’s Insurance page when the claim workflow is available. Insurance & claims6 min readUpdated October 13, 2026 What you can do here - Review a visit’s services, quote, penalty fee, invoice and superbill from Billing - Create a superbill after the visit is completed and has a patient - Review the superbill’s patient, provider, practice and line items before finalizing - Finalize a superbill, download its PDF, or void it when it should no longer be used - Generate and review a draft claim from Insurance when the claim workflow is available You’ll need: a completed visit with a patient. In the left sidebar, click Visits, then click the visit. In the visit section menu, click Billing to prepare the visit’s billing record. This page brings together the visit’s services, quote, penalty fee card, invoice and superbill. Claims are started from Insurance when the claim workflow is available for the visit. #### How do I check the visit billing before creating a superbill? In the left sidebar, click Visits, then click the visit. In the visit section menu, click Billing to confirm the visit has the billing information you expect before you create a superbill. 1Billing 1Services2Quote3Invoice4Superbill Use Billing (1) to open the page. Services (2) shows the services or package on the visit. Quote (3) appears once services are selected for the visit. Invoice (4) shows an existing invoice, or No invoice yet when the visit has not been invoiced. Superbill (4) is where you create and manage the visit’s superbill. If an invoice exists, the Invoice card shows the invoice number, Total, Balance, line item count, and created or issued dates. Select View invoice to open the invoice details. #### How do I create a superbill from a visit? Create the superbill after the visit is completed. Ona cannot create a superbill for a visit that is not completed or does not have a patient. - In the left sidebar, click Visits, then click the completed visit. - In the visit section menu, click Billing. - Review the Service and Quote cards. - In Superbill, select Create superbill. - Review the superbill details that appear. Use Services (1) and Quote (2) to check the visit’s billing inputs, and Create superbill (3) to start the draft. The superbill appears as a draft with its superbill number and visit billing details. A created superbill shows patient, provider and practice details for the visit. 1Services2Quote3Create superbill If a superbill already exists for the visit, Ona does not create a duplicate. #### How do I review superbill line items? On the same page, click Billing in the visit section menu to review the superbill before you finalize it. The line items are the procedures and fees represented on the superbill. 1Superbill number and status2Patient, provider, practice3Line items4Total billed5Finalize and Void Check the superbill number and status (1), then confirm the patient, provider and practice details (2). In Line items (3), review each CPT code, description, units, fee and amount. Total billed (4) adds the line item amounts. If something is wrong, do not finalize the superbill yet. There is no edit action for a superbill on this page. #### How do I finalize, download or void a superbill? On the same page, click Billing in the visit section menu to finalize a superbill when the patient, provider, practice and line items are ready. - Review the Superbill details. - Select Finalize. Only a draft superbill can be finalized. The superbill PDF is available after the superbill is finalized. Use Void when the superbill should no longer be used. - Review the Superbill you are about to void. - Select Void. A superbill that is already voided cannot be voided again. #### How do I generate a draft claim from a visit? In the left sidebar, click Visits, then click the visit. In the visit section menu, click Insurance to generate the claim when the claim workflow is available for the visit. 1Insurance 1Generate draft claim Use Insurance (1) to open the claim workflow. Use Generate draft claim (1) to start the claim for the visit. - In Claim, select Generate draft claim. - Wait while Ona generates the claim for the visit. - When the draft is ready, select Review draft claim. If the visit has eligible insurance, Ona drafts the claim from the visit and the patient’s insurance. If insurance details are missing or eligibility is not confirmed, Ona can still draft the claim, and payer details can be added before submitting. #### What can't I do here? Open a visit from Visits in the left sidebar, then use the visit’s Billing and Insurance pages. These limits apply: - You cannot create a superbill for a visit that is not completed. - You cannot create a superbill for a visit with no patient. - You cannot create a second superbill while a superbill already exists for the visit. - You cannot finalize a superbill unless it is a draft. - You cannot download the superbill PDF before finalizing it. - You cannot void a superbill that is already voided. - You cannot use the Insurance claim card when the insurance workflow is not enabled for the visit. #### Common questions #### Why can't I create a superbill? The visit may not be completed, the visit may not have a patient, or a superbill may already exist for the visit. #### Can I edit a superbill after creating it? No edit action is available on the superbill. If the superbill should no longer be used, use Void. #### When can I download the superbill PDF? Download the PDF after the superbill is finalized. If the superbill is still a draft, Ona shows that the PDF is not ready. #### Where do I create the claim? Use the visit’s Insurance page, then select Generate draft claim and open Review draft claim when it is ready. #### What if the visit has no insurance details yet? The claim card can still start a draft claim from the visit. Add or review payer details before submitting the claim. Related guides Setting up services and packagesCreate the services, packages and memberships your practice offers. Set prices, visit defaults, booking rules, reminders, billing defaults and patient screening.11 min readEstimates (billing quotes)Review the quote attached to a visit, send it to the patient, track whether it was accepted or declined, and turn an accepted quote into a draft invoice.6 min readInvoicing patients and collecting paymentsReview patient invoices in list or board view, create and edit draft invoices, issue them to patients, and collect or record payments. Use the organization-wide Invoices page, a patient's billing page, or a visit's invoice card depending on your role and workflow.16 min readWorking the claims queueUse the claims queue to find, filter, submit, review and follow up on insurance claims. Learn how payer statuses, workflow buckets, claim details, alerts, history and versions fit together.11 min readScrubbing claims with billing rulesSet claim-scrubbing checks, limits, reminders and custom billing rules before claims are submitted. Use payer-type and payer scopes when one group of claims needs different rules.7 min read ### Reading eligibility results - Help Center URL: https://ona.health/help/reading-eligibility-results Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Reading eligibility results Open a visit's eligibility details, read the coverage verdict, review insurance and authorization information, and understand benefit rows and failed checks. Insurance & claims10 min readUpdated October 20, 2026 What you can do here - Run a first eligibility check or recheck an existing result - See whether coverage is eligible, ineligible, unknown, or needs payer verification - Review the copay, insurance, scripts and prior authorizations connected to the patient - Read payer benefit rows, including amounts, levels, periods and network details - Understand failed checks, blocked checks and payer rejection messages You’ll need: the patient's insurance details recorded before you run an eligibility check. Eligibility checks ask the payer electronically whether the patient has coverage. For a visit, in the left sidebar, click Visits, then click the visit. In the visit section menu, click Insurance and use the Eligibility card to run a check, review the latest result, or open the full detail panel. A compact eligibility badge can also appear in visit and patient lists and in the patient detail sidebar. #### How do I open eligibility details for a visit? In the left sidebar, click Visits, then click the visit. In the visit section menu, click Insurance. - In the left sidebar, click Visits, then click the visit. In the visit section menu, click Insurance. - Find the Eligibility card. - Select Check eligibility if no check has been run yet. - Select View eligibility details to open the full result. - Select Recheck if you need a fresh payer response. While a check is running, the action reads Checking…. After a recheck finishes, the button briefly reads Checked. If the patient's insurance is incomplete, Ona shows a red inline block instead of the result, and Recheck stays disabled until the insurance changes. #### How do I read the eligibility verdict? On the visit's Insurance section, use the eligibility panel's coverage result as the quick answer. When the panel also shows a Coverage row, that row is payer coverage only; the overall result can also include script or prior authorization problems. Verdict What it means Eligible Payer coverage is eligible, and no authorization issue is shown for the patient. Authorization issue Coverage is unknown or not electronically verified, but a script or prior authorization needs attention. Covered, authorization issue Payer coverage is eligible, but a script or prior authorization needs attention. Not covered by payer The payer response says coverage is not eligible. Not covered + authorization issue The payer response says coverage is not eligible, and an authorization issue is also present. Coverage unknown The payer response did not determine coverage. Verify with payer The payer does not support electronic eligibility checks. Coverage is unknown, not denied. Check failed The payer or eligibility service rejected or could not complete the check. Compact badges use shorter labels, such as Eligible, Auth Issue, Ineligible and Unknown. When insurance is incomplete, the panel shows a red blocked state instead of a retriable check, and Recheck stays disabled until the insurance changes. #### How do I read the summary details? On the same page, the summary area tells you what the check was based on and when it was retrieved. Look for these fields: - Copay shows the copay summary at the top of the panel before the rest of the summary rows. It can read as a plan copay or a one-visit copay, and the caption can say Copay read for … when Ona tied it to a specific benefit. - Coverage shows payer coverage: Eligible, Ineligible or Unknown. - Svc code is the service type code used for the eligibility inquiry. - Checked shows when the result was retrieved, with the date plus how old it is or that it is stale. If no check has run, it reads Never. - Valid until appears when the result has an expiration date. - DOB, Plan and Group can appear when the panel is showing a check without the patient's insurance section in view. If the panel shows summary notices, read those before relying on the figures. If the patient's insurance details changed, select Recheck to ask the payer again. #### How do I review the insurance on file? On the same page, use the Insurance section in the eligibility panel to confirm the plan details connected to the patient. Each insurance card can show Member ID, Payer ID, Plan, Group, Insured and Relationship. Relationship appears when the insured person is not Self. The first insurance is treated as the patient's primary coverage. Select Add to add another insurance. If you remove the primary insurance while another insurance remains, the next insurance becomes primary. For more detail on maintaining patient coverage, see Patient insurance and card scanning. #### How do I read scripts, prior authorizations and authorization warnings? On the same page, use Scripts & Auths in the eligibility panel when coverage depends on a script or prior authorization. The section separates active authorizations from ones that are out of date. Each card shows whether it is a Script or Prior-auth, the number when one is recorded, the valid date window when available, and can also show a case label and billed units. When visit-count details are present, the card also shows visits left, used and scheduled. If no counter is available, it shows No visit counter. If Ona finds a problem, the panel shows an Authorizations warning. The warning can say: - Over its visit limit - Visits scheduled after it ended - Over its visit limit and past its end date Select View authorization when it appears to jump to the matching script or prior authorization card. Use Add to record a new script or prior authorization. For the full authorization workflow, see Managing prior authorizations. #### How do I read benefit rows? On the same page, the Benefits section shows the benefit rows returned by the payer. If no check has run, the panel says Benefits appear once a check has run. If a check has run and the payer returned no rows, it says The payer returned no benefit details. The benefit area groups rows into collapsible sections by service code. Use the search box to find a benefit, note or code, and use the In network, Individual and This visit chips to narrow the list. Select Reset or Clear filters to clear the filters. Each group header shows the service code and row count, plus a short summary like copay, coinsurance, not covered or auth required when the payer returned one. Open a group to read the rows inside it. Each benefit row can show: - Code and Coverage code for the service type and benefit line. - Coverage for the kind of coverage or benefit. - Benefit for the benefit category. - Level for the benefit level returned by the payer. - Period for the time period returned by the payer. - Network for the network value returned by the payer. - Insurance type for the plan type when returned. - Notes for payer text that does not fit another field. Read Level and Network before quoting a number. A family amount is not the same as an individual amount, and an out-of-network amount may not apply to an in-network visit. #### What should I do when a check fails? On the same page, when the eligibility panel shows Why the check failed, read the payer's reason before rechecking. For payer rejections, Ona shows the reason in plain language and keeps the payer's wording and AAA code visible. The message may ask you to check the member ID, patient name, date of birth, subscriber details, payer, provider NPI or billing address. The panel also shows tailored copy when the check cannot run because insurance is incomplete, and for a too-long billing name it adds an Open billing settings link. - Read the failure reason in Why the check failed. - Compare the patient and insurance details with the card. - Correct the insurance or patient details if needed. - Select Try again in the failure notice, or Recheck in the panel header. If the message says the payer is temporarily unavailable or did not respond, try again later. If the insurance is incomplete, fix the insurance first; Recheck stays disabled until that changes. #### What does Verify with payer mean? On the same page, Verify with payer means the payer does not support electronic eligibility checks. Coverage is unknown, not denied. The panel does not show Recheck for this state. Verify coverage directly with the payer. Claims for that payer are submitted as normal and settle once you enter the payer's EOB by hand. Ona cannot store the outcome of a phone eligibility check in this panel. Record what the payer tells you on the patient's chart. #### What can't I do here? On the visit's Insurance section, eligibility results have these limits: - You cannot recheck a payer marked Verify with payer from this panel. - You cannot recheck while the patient's insurance is incomplete. - You cannot store the result of a phone verification in the eligibility panel. - You cannot see benefit details the payer did not return. - You cannot edit the eligibility history or benefits-verification records from this panel. #### Common questions #### Why does the panel say there is an authorization issue when coverage is eligible? On the visit's Insurance section, the eligibility panel can combine payer coverage with scripts and prior authorizations. Check the Coverage row for payer coverage alone, then read the Authorizations warning to see what needs fixing. If the patient's insurance is incomplete, the panel blocks the check until that is fixed. #### What does the service type code mean? Svc code is the service type code used for the eligibility inquiry. It tells you what type of benefit the payer was asked about. #### Why are there no benefits? On the visit's Insurance section, if no check has run, the panel says Benefits appear once a check has run. If a check has run and the payer returned no benefit rows, it says The payer returned no benefit details. #### Can I add insurance from the eligibility panel? Yes. In the visit's Insurance section, use Add in the Insurance section. You can also edit or remove insurance from that section. #### Can I add a script or prior authorization from the eligibility panel? Yes. In the visit's Insurance section, use Add in Scripts & Auths. Choose Script or Prior-auth, then record the number, visit counts and valid dates as needed. #### What happens when a check fails? On the visit's Insurance section, Ona shows the payer's reason in the red failure notice. Some payer rejections include AAA codes, and some app-side problems show tailored copy like The patient's insurance is incomplete or Your organization's legal name is too long. For the billing-name case, Ona also shows Open billing settings. #### What does the copay label mean? A plan copay is the amount Ona read from the payer for the patient's visits, while a one-visit copay applies to only one visit. The caption Copay read for … tells you which benefit Ona used to read the copay. #### What does the Checked line mean? Checked shows the retrieval date and how old the result is. When the check is older than a week, Ona marks it as stale so you know to recheck before relying on it. #### Where did the benefit list go? The benefits are grouped into collapsible sections. Use the search box and filter chips at the top of the Benefits area, then open the group you want to read. #### Where do the history entries show up? Eligibility history and benefits-verification records appear in the panel as read-only history content. They help you review what changed, but you update the underlying insurance or copay records elsewhere. Related guides Setting up insuranceTurn on insurance features, choose whether patients must add insurance during intake and card photos, and enter the billing provider and rendering NPI details used on claims.7 min readPatient insurance and card scanningAdd, edit, scan and remove insurance from a patient record. Owners and admins can also require insurance during patient intake from Insurance settings.8 min readManaging prior authorizationsRecord scripts and prior authorizations from a visit’s eligibility details, track remaining visits, and see when an authorization issue affects eligibility.8 min readBilling secondary insuranceCreate a secondary insurance claim from an adjudicated primary claim and handle missing or already filed secondary coverage from the claims queue.4 min readHow claims move through OnaUnderstand the claim lifecycle in Ona, from draft claim data through submission, payer responses, payments, secondary claims and patient billing.8 min read ### Claim statuses and buckets - Help Center URL: https://ona.health/help/claim-statuses Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Claim statuses and buckets Use claim statuses, buckets, and alerts to read the claims queue and prioritize follow-up work. Insurance & claims5 min readUpdated October 20, 2026 What you can do here - Read the claim status that shows where a claim is in the billing process - Use buckets to understand the work queue a claim belongs to - Understand validation, clearinghouse, payer, and claim-data alerts - Know who can open the claims queue You’ll need: the Owner, Admin, or Staff role. Insurance must be enabled for your organization. Claim statuses and buckets appear in Claims (1) and on a patient's Claims page (2). In the left sidebar, click Claims. For one patient, click Patients in the left sidebar, click the patient's name, then click Claims in the patient chart. The claims queue uses a two-line row layout with the claim, its state, and the amount. A status describes where the claim is in the submission or payment lifecycle. A bucket is a separate work queue label for billing follow-up. 1Claims page2Claims view #### Claim statuses Open Claims in the left sidebar to see the status that shows where a claim is with the payer or clearinghouse. In the current queue, each row shows the claim, its state, and the amount, and the status still tells you whether the claim is being prepared, submitted, rejected, denied, or paid. Status What it means Draft The claim is being prepared and has not been submitted. Submitted The claim has been submitted to the payer. Acknowledged The payer acknowledged the claim. Accepted The payer accepted the claim for processing. Rejected The clearinghouse rejected the claim. Denied The payer denied the claim. Paid Payment was received. A paid claim is treated as settled. A self-pay claim may show Posted as self-pay in the claim history instead of a payer submission. That means nothing was sent to a clearinghouse, and the patient owes the full claim amount through the invoice. #### Claim buckets Open Claims in the left sidebar to see which work queue a claim belongs to. Buckets are separate from status: the status comes from the claim lifecycle, while the bucket groups billing work. The queue rows still show the claim, its state, and the amount, while buckets organize the follow-up work behind them. 1Untriaged2Review3Hold4Open / Payments5Patient Billing Bucket Untriaged The claim has no bucket assigned. Review The claim is in the review bucket. Hold The claim is in the hold bucket. Open / Payments The claim is open, with payment or remittance work grouped together. Open / Pending The claim is open and pending. Open / Settled The claim is open and settled but still needs action. Patient Billing The claim is in the patient billing bucket. Closed The claim is in the closed bucket. The board and bucket filters use this order: Untriaged, Review, Hold, Open / Payments, Open / Pending, Open / Settled, Patient Billing, Closed. #### Claim alert severities Open Claims in the left sidebar to see alert severity in a claim and decide whether you can submit now or need to fix something first. Severity Error A pre-submission error blocks submission. Open the claim and correct the field or claim data called out by the alert. Warning A warning needs review but is not a blocking pre-submission error. Info An informational note about the claim. Alerts are grouped with errors first, then warnings, then notes. Within each severity, newer alerts appear first. When an alert points to a known claim field, selecting the alert jumps to that field in the draft editor. #### Claim alert sources Open Claims in the left sidebar to use the alert source and understand where an issue came from. Source What it refers to Rule A billing rule evaluated the claim. If the rule has a name, the alert shows it after Rule. Billing config Organization or insurance billing setup affected the claim. Clearinghouse A clearinghouse response or issue. Payer A payer response or issue. Payer alerts may include adjustment codes such as a group and CARC code. Claim data Missing or invalid data on the claim itself. #### Access and availability Open Claims (1) in the left sidebar if you work operational or back-office billing queues. The claims queue uses the current list view, with rows that show the claim, its state, and the amount, and the same surface is available from a patient's Claims page (2). 1Claims2Insurance Claims page Requirement Role Owners, admins, and staff can access the operational claims queue. Clinicians do not get this operational claims surface unless they also have the Owner, Admin, or Staff role. Insurance feature If insurance is not enabled for the organization, the Claims pages are not shown. Ona sends you back to the dashboard or patient chart. Related guides Working the claims queueUse the claims queue to find, filter, submit, review and follow up on insurance claims. Learn how payer statuses, workflow buckets, claim details, alerts, history and versions fit together.11 min readHow claims move through OnaUnderstand the claim lifecycle in Ona, from draft claim data through submission, payer responses, payments, secondary claims and patient billing.8 min readChecking claim statusFind a claim, open its details, and review claim status, payer messages, alerts, payment information, attachments and history from the claims queue or a patient's claims page.6 min readCorrecting, resubmitting, and reverting claimsCorrect denied claims, resubmit claims when the action is available, and use claim history to review or revert saved claim versions from the claims queue.7 min readBilling secondary insuranceCreate a secondary insurance claim from an adjudicated primary claim and handle missing or already filed secondary coverage from the claims queue.4 min read ### Managing leads and converting them to patients - Help Center URL: https://ona.health/help/managing-leads Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Managing leads and converting them to patients Track prospective patients in Leads, assign follow-ups, log activity, export matching leads as CSV, and convert qualified leads into patient records. Practice operations8 min readUpdated October 15, 2026 What you can do here - Track prospective patients in the Leads workspace, with a lead panel for details, history, and age next to a saved birth date - Search and filter leads by status or assigned team member - Add leads with contact details, date of birth, referral source, location, notes and follow-up - Assign leads, schedule follow-ups, and update details inline - See website attribution details in the origin area and on lead cards, including web-form leads labeled Contact form - Export matching leads as CSV from the Export card - Convert qualified leads into patient records, archive and restore leads, or delete archived leads you no longer need - Enable or disable Leads, and manage lead statuses from Settings so they appear in the sidebar for your team You’ll need: the Owner, Admin or Staff role. Owners and admins can also manage Leads settings. Leads are managed from Leads. Use this page for prospective patients who need follow-up before they become patients. #### How do I view and filter leads? In the left sidebar, click Leads to find prospects, see their status, and decide what needs follow-up next. 1List / Board view2Search leads3Filters4Lead row The workspace shows leads in the list or board view. Use List / Board view (1) to switch between the two layouts, Search leads (2) to find a lead by name, email or phone, Filters (3) to narrow the list by status or assigned team member, and a Lead row (4) to open a lead from the list. The lead panel shows the lead's details, notes, activity feed, and any linked calls. The board groups leads by status. On lead cards, the source label for web-form leads is Contact form. #### How do I add a lead? In the left sidebar, click Leads. Add a lead when a prospective patient should be tracked before they become a patient. Name is required. 1Name2Date of birth3Phone4Email Use Name (1) for the lead's name, Date of birth (2) if you have it, Phone (3) if you have it, and Email (4) if you have it. - In the left sidebar, click Leads. - Select New lead. - Enter the lead's Name. - Add Date of birth if you have it. - Add Phone and Email if you have them. - Choose a Status. - Choose an Owner if someone should be responsible for the lead. - Add How they heard about you, Location, Follow up and Notes as needed. - Select Create lead. After the lead is created, the lead panel opens so you can continue working it. #### How do I update a lead and schedule follow-up? In the left sidebar, click Leads, then select the lead row or board card. Use the lead panel to keep contact details, ownership and next steps current. - In the left sidebar, click Leads, then select the lead row or board card. - In the lead panel, select the inline row you want to change. - Update Status, Owner, Follow-up, Phone, Email, Date of birth, Heard about us, or Location. - Type in Notes to add context for the team. - Wait for the note to save automatically. You can also update the lead from the board by opening it and editing the same rows in the panel. If insurance details are available in your workspace, the lead panel includes Insurance; those details are optional and are carried over to the patient on conversion. The origin area also shows website attribution details when they exist. #### How do I log lead activity? In the left sidebar, click Leads, select the lead row or board card, then use the composer at the top of the activity feed to record what happened with a lead and keep the handoff visible to the team. - Choose Note, Call, Email or Referral. - Enter the activity description. - Select the matching action button. The activity feed shows logged activity, status changes, archive and restore events, and intake form submissions. It also shows linked calls when they exist. #### How do I change a lead's status? In the left sidebar, click Leads. Change status when a lead moves to a different step in the pipeline. Status Use it when Open The lead has been added and still needs first follow-up. Converted The lead has been converted to a patient. Lost The lead is not moving forward. - Find the lead. - Select the lead's Status pill. - Choose the new status. In Board view, you can also drag a card between open status columns. Converted is not available from the status menu; use Convert to patient instead. A Converted lead's status cannot be changed from the status pill. Owners and admins can edit the status list from Settings → Leads. There they can add new statuses, rename them, recolor them, reorder them, remove ones they no longer use, and reassign lead statuses. #### How do I convert a lead to a patient? In the left sidebar, click Leads. Convert a lead when the prospective patient should become a patient record. You cannot convert leads that are already Converted or Lost. - Open the lead's actions menu. - Select Convert to patient. - Confirm or edit First name and Last name. Both are required. - Enter Invitation email if you want to send an invitation during conversion, or leave it empty to add the patient without sending one. - Select Convert or Convert & invite. Ona adds the patient and marks the lead Converted. You can also choose Book a visit next if you want to open the visit form after conversion. #### How do I delete a lead? In the left sidebar, click Leads. Delete a lead only when it should be permanently removed. 1Delete this lead permanently?2Cancel3Delete The confirmation dialog shows Delete this lead permanently? (1) so you can review what will be removed, Cancel (2) to back out, and Delete (3) to delete the lead for good. - Open the archived lead. - Select Delete permanently. - Review the confirmation message. - Select Delete. Deleting permanently removes the lead and all associated activity. This cannot be undone. #### How do I turn Leads on or off? Owners and admins can enable or disable Leads and manage lead statuses from Settings → Leads. In the left sidebar, click Settings (at the bottom), then click Leads. When Leads is enabled, it shows the Leads pipeline in the sidebar for your team to manage patient acquisition. Staff can work leads from Leads, but they cannot manage this setting. 1Settings2Leads - In the left sidebar, click Settings (at the bottom), then click Leads. - Set Leads to Enabled or Disabled. - Update the lead statuses if you want to add, rename, recolor, reorder, remove, or reassign them. - When Leads is enabled, select Open Leads to go to the workspace. The setting saves automatically. When enabled, Leads includes the lead panel, autosaving notes, an activity feed and composer, archive and restore actions, and one-click conversion to patients. #### What can't I do here? In the left sidebar, click Leads. Access and actions are limited in these ways: - Doctors do not have the operational Leads workspace. - Staff cannot open Settings → Leads. - You cannot create a new lead directly as Converted. - You cannot convert a lead that is Converted or Lost. - You cannot change the status of a Converted lead from the status pill. - You cannot delete an active lead; delete is available only after archiving. - Deleting a lead is permanent and removes its associated activity. #### Common questions #### Can I message a lead from the Leads page? Yes, when the matching communication channel is enabled and the lead has the matching contact detail. Email actions require an email address. SMS actions require a phone number. See The omnichannel inbox for messaging behavior. #### Why don't I see Converted or Lost leads on the board? In the left sidebar, click Leads. Board view is for open lead stages. Use the status pill or Settings → Leads to move or manage a lead's status. #### Can I reopen a Lost lead? Yes. In the left sidebar, click Leads. Open the Status pill on a Lost lead and choose an open status. #### What happens if I convert without an invitation email? Ona adds the patient and marks the lead Converted. No invitation email is sent from that conversion dialog. #### Where do I edit lead statuses? In the left sidebar, click Settings (at the bottom), then click Leads. Owners and admins can add, rename, recolor, reorder, remove, and reassign lead statuses there. Related guides Setting up the AI ReceptionistEnable the AI Receptionist, choose how new callers are handled, add call instructions, manage knowledge files, and tag visits the receptionist books.13 min readChatting with website visitorsSet up the website chat widget, add it to your practice website, and answer visitor messages from the omnichannel inbox.6 min readAdding a patientCreate a patient from the Patients list, decide whether to send a portal invitation, and complete the patient record from Details & Settings.6 min readThe omnichannel inboxUnderstand how Ona brings patient, lead, external contact, and team conversations into one inbox across secure messages, SMS, email, groups, and internal notes.10 min readUsing tasksThe shared to-do board for everything that is not a visit - follow-ups, chasing forms, onboarding steps - assigned and tracked.5 min read ### Reading reports - Help Center URL: https://ona.health/help/reading-reports Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Reading reports Use Reports to review visit activity, revenue, patient A/R, and claims performance. Choose a date range where it applies and export report data to Excel or CSV. Practice operations6 min readUpdated October 2, 2026 What you can do here - Review operational and financial reports for the practice - Track visit outcomes, no-shows, cancellations, reschedules, and visit frequency - Review revenue, collections, patient A/R aging, and claims A/R aging - Change the date range for reports that use a period - Export available reports as an Excel spreadsheet or CSV You’ll need: the Owner, Admin, or Staff role. Reports reflect activity already recorded in Ona. In the left sidebar, under Billing, click Reports. Use Reports to read operational and financial trends across visits, billing, patient balances, and claims. Reports are grouped into Activity, Revenue, Patient A/R, and, when insurance is enabled, Claims. 1Reports in the sidebar2Report group tabs3Time window4A report with its Export control #### How do I choose a report and date range? In the left sidebar, under Billing, click Reports to move between report groups and set the period for date-based reports. Check the date range before reading a number. - In the left sidebar, under Billing, click Reports. - Choose Activity, Revenue, Patient A/R, or Claims from the tabs. - Select the date range control in the top right when it is available. - Choose a quick range to apply it immediately, or select a custom start and end date on the calendar. - Select Apply for a custom range, or Cancel to close without changing it. The active report refreshes for the selected range. The default range is Last 30 days. Quick ranges include Today, Last 7 days, Last 30 days, Last 90 days, Last 6 months, Last 12 months, Month to date, Last month, Year to date, and Last year. Patient A/R is a live aging snapshot, so the date range control is disabled on that tab. #### How do I read Activity reports? In the left sidebar, under Billing, click Reports, then select Activity to see how visits move through the schedule and whether patients are returning for follow-up care. - Select Activity. - Set the date range you want to review. - Read Visit outcomes for Completed, Cancelled, No-shows, and Rescheduled counts. - Use Status breakdown, Top providers, and By provider to compare outcomes across providers. - Read Visit frequency for Total visits, Initial, Follow-up, and New-to-return ratio. - Use Visit mix, By provider, and Provider breakdown to compare intake and follow-up patterns. The Completion column shows each provider's completed visits as a percentage of their total visits in the range. The Pattern label classifies provider mix as Intake-heavy, Mixed, or Retention-heavy based on the provider's initial-visit share. #### How do I read Revenue reports? In the left sidebar, under Billing, click Reports, then select Revenue to compare charges, payments, outstanding balances, and collections for the selected range. - Select Revenue. - Read Revenue summary for Total charged, Collected, Insurance paid, and Patient payments. - Use Monthly trend when it appears to compare charged and collected amounts over multiple months. - Use Revenue composition, Top providers, By provider, and By month to see where charges, collections, write-offs, and outstanding balances are concentrated. - Read Collections detail for Total collected, Transactions, Avg. transaction, and Top method. Collections detail also shows Daily trend, By payment method, and the Payment methods table. Report amounts display rounded to whole dollars for readability; exports retain full precision. #### How do I read Patient A/R aging? In the left sidebar, under Billing, click Reports, then select Patient A/R to review outstanding patient balances as of today. This tab is not controlled by the date range. - Select Patient A/R. - Read Total outstanding, Over 90 days, and Avg. balance. - If insurance is enabled, review In denial for denied claim amount and count. - Use Outstanding by age bucket to see balances in Current, 1-30, 31-60, 61-90, and 91+ buckets. - Use All or Over 90d to filter the By patient table. If insurance is enabled, you can also use With denials. - Review each patient's bucket amounts and Total. When insurance is enabled, the table also shows Primary payer and Denials. Patients without an insurance payer show as Self-pay in the payer column. #### How do I read Claims reports? In the left sidebar, under Billing, click Reports, then select Claims when insurance is enabled for your practice. The tab combines a date-based claims status report with a live claims A/R aging report. - Select Claims. - Set the date range for Claims status. - Read Total claims, Total charged, Statuses tracked, and Top status. - Use By status and Statuses to compare claim counts, total charged, average charge, and share by status. - Read Claims A/R aging for Outstanding, Denied, Over 90 days, and Claims tracked. - Use Outstanding, Denied, or By payer in Aging buckets to switch the detail table. Claims A/R aging is as of today and is not affected by the date range. Its age buckets are 1-30, 31-60, 61-90, and 91+ days. #### How do I export a report? In the left sidebar, under Billing, click Reports to use Export on a report section when you need the data outside Ona. Visit outcomes, Visit frequency, Revenue summary, Collections detail, Patient A/R aging, and Claims A/R aging can be exported as Excel spreadsheets or CSV files. 1Export2Excel spreadsheet3CSV - In the left sidebar, under Billing, click Reports, then open the report tab and section you want. - Set the date range if the report uses one. - Select Export. - Under Download as, choose Excel spreadsheet or CSV. - Wait for the file to download. The button shows Preparing… while Ona creates the file. If an export fails, try again in a moment. #### What can't I do here? In the left sidebar, under Billing, click Reports. Access and report behavior are limited in these ways: - Members with only the Clinician role do not have access to the operations Reports page. - Patient A/R does not use the date range control. - Claims appears only when insurance is enabled for the practice. - Claims A/R aging is not affected by the date range. - Claims status does not show an Export control. #### Common questions #### Why is the date range disabled on Patient A/R? In Reports → Patient A/R, Patient A/R is a live aging snapshot of outstanding patient balances. It shows what is outstanding now, not what happened during a selected period. #### Why don't I see the Claims tab? In Reports, the Claims tab appears only when insurance is enabled for the practice. #### Can I export every report? In Reports, no. Export the sections that show Export. Claims status does not show an export control. #### What should I check if a report is empty? In Reports, check the active tab and date range first. Date-based reports show empty states when there are no matching visits, charges, payments, or claims in the selected range. #### Why do dollar amounts look rounded? In Reports, monetary values are rounded to whole dollars to keep charts and tables readable. Exported files retain full precision. Related guides Invoicing patients and collecting paymentsReview patient invoices in list or board view, create and edit draft invoices, issue them to patients, and collect or record payments. Use the organization-wide Invoices page, a patient's billing page, or a visit's invoice card depending on your role and workflow.16 min readInvoice statusesUse this reference to understand invoice status groups, amount labels, refund banners, and insurance-related line labels on the Invoices page and a patient's Invoices section, including the Board view, row badges, and billing profile labels.8 min readWorking the claims queueUse the claims queue to find, filter, submit, review and follow up on insurance claims. Learn how payer statuses, workflow buckets, claim details, alerts, history and versions fit together.11 min readClaim statuses and bucketsUse claim statuses, buckets, and alerts to read the claims queue and prioritize follow-up work.5 min readRescheduling, canceling, and no-showsChange a visit's scheduled time, cancel a visit, or mark a visit as a no-show from Visits or the visit workspace.6 min read ### Managing inventory - Help Center URL: https://ona.health/help/managing-inventory Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Managing inventory Track catalog items, stock levels, movements, alerts and consumption protocols across practice locations. Receive, transfer, adjust and write off stock from Inventory. Practice operations9 min readUpdated October 4, 2026 What you can do here - Track catalog items and on-hand quantities by location - Receive, transfer, adjust and write off stock - Use low-stock and expiring-stock alerts to see what needs attention - Configure protocols that deduct inventory when a visit is completed - Turn inventory management on or off if you are an owner or admin You’ll need: the Owner, Admin, or Staff role to use Inventory. Owners and Admins can turn inventory on in Settings. Inventory is managed from Inventory in the left sidebar. Stock is tracked by location, so choose the location you want before reviewing counts or recording stock changes. #### How do I view stock by location? In the left sidebar, click Inventory to see catalog items and the selected location's on-hand quantity for each item. Use Inventory → Stock to see catalog items and the selected location's on-hand quantity for each item. The Stock table shows Item, Category, Unit, On hand, Reorder at and Status. Categories are Injectable, Filler, Retail and Supply. Status can be OK, Low, Out of stock or Inactive. - In the left sidebar, click Inventory. - Choose a location from the location selector. - Search by item name, or choose a category. Leave All categories selected to include every category. - Use Active only to show or hide inactive catalog items. - Open the row actions menu to receive, adjust, edit or deactivate an item. The table shows counts and statuses for the selected location. 2Select location3Search inventory items4Category5Active only #### How do I add or edit an inventory item? In the left sidebar, click Inventory to add an item before you receive stock for it. The required fields are Name, Category, Unit and Unit cost. - Select New item. - Enter the item's Name. - Choose a Category. - Enter the Unit you count the item in. - Enter the Unit cost. - Add optional details such as SKU, Sale price, Reorder threshold and Expiry alert (days). - Select Create. The item is added to the catalog. To change an item later, open its row actions menu, select Edit, make your changes and select Save. 1Name2Category3Unit4Unit cost Reorder threshold controls low-stock status. Stock is marked Low when the selected location's on-hand count is below the threshold. #### How do I receive stock? In the left sidebar, click Inventory to record new stock arriving at the selected location. Receiving stock creates a Received movement. 1Item2Quantity3Expiry date4Notes - Select the location receiving the stock. - Select Receive stock. - Choose the Item. - Enter the Quantity. - Add Unit cost, Expiry date or Notes if needed. The expiry date can't be in the past. - Select Receive. The quantity is added to the selected location and appears in Inventory → Movements. #### How do I transfer, adjust or write off stock? In the left sidebar, click Inventory to record stock changes after stock moves, a count is corrected, or inventory needs to be removed. 1Write off2Item3Quantity4Reason Action When to use it Transfer Stock moves from one active location to another. Ona records both an outbound and inbound movement. Adjust A physical count needs a correction, such as found items, breakage or prep waste. Write off Stock is expired or damaged and must be permanently removed. A reason is required. For Transfer, choose the Item, Quantity, From and To locations, then select Transfer. You need at least two active locations, and the destination must be different from the source. For Adjust, choose whether to decrease or increase the count, enter the quantity, add a Reason if helpful, and select Adjust. For Write off, choose the Item, enter the Quantity and required Reason, then select Write off. A write-off is logged and cannot be undone. #### How do I review stock movement history? In the left sidebar, click Inventory and then Movements to audit what changed and why. Movement history can be filtered when you need to reconcile a count. 2Item filter3Type filter4Location filter5Date range The table shows When, Item, Type, Qty, Location, Expires and Notes. Movement types include Received, Consumed, Adjusted, Transfer out, Transfer in and Write-off. Filter by item, type, location or date range. Select Clear to remove active filters. #### How do inventory alerts work? In the left sidebar, click Inventory and then Alerts to handle stock that needs attention. The Alerts tab badge combines low-stock alerts and expiring-stock alerts. 1Low stock2Expiring soon3Receive Low stock shows items below their reorder threshold. Select Receive on an alert to open Receive stock with that item selected. Expiring soon shows stock with an expiry date in the selected window. Use the window selector to view items expiring Within 7 days, Within 30 days, Within 60 days or Within 90 days. Select Write off on an alert to open Write off stock with that item selected. #### How do I set up consumption protocols? In the left sidebar, click Inventory and then Protocols to map service types to the stock they use. Protocol items are auto-deducted from stock when a visit with that service is completed. 1Protocols2Search services3Service type4Add item5Save protocol - Select a service type from the list, or search for it. - Select Configure protocol if the service has no protocol yet. - Choose an Item and enter its Default qty. - Select Add item for any additional stock used by the service. - Select Save protocol. The service type shows how many items are configured. To stop automatic deductions for a service, select Remove, then Remove protocol. #### How do I turn inventory on or off? Owners and admins can control inventory from Settings. In the left sidebar, click Settings (at the bottom). In the settings menu, under Configuration, click Inventory. Staff can use Inventory when it is enabled, but they do not manage this setting. 1Settings2Inventory 1Inventory management2On/off switch3What this unlocks - Turn Inventory management on or off. The setting saves automatically. When inventory is disabled, inventory screens are hidden from the admin sidebar, automatic consumption protocols stop running on visits, and the existing catalog and movement history are kept. #### What can't I do here? In the left sidebar, click Inventory. Inventory has these limits: - Clinicians do not use the operational Inventory workspace. - Staff cannot turn inventory on or off from Settings. - You cannot transfer stock unless at least two active locations exist. - You cannot transfer stock to the same location it came from. - Inactive items cannot be received or consumed. - Reactivating an inactive item is not supported yet. Create a new entry if you need to receive stock for it again. - A write-off is logged and cannot be undone. #### Common questions #### Why does an item show Low? The selected location's on-hand count is below the item's Reorder threshold. #### Why does an item show Out of stock? The selected location's on-hand count is zero or less. #### What happens when I deactivate an item? The item is hidden from the catalog and cannot be received or consumed. Existing stock history is preserved and remains visible in reports. #### Can I track expiry dates? Yes. Add an Expiry date when you receive stock, and it can't be in the past. In the left sidebar, click Inventory, then click Alerts and Expiring soon to review stock expiring within the selected window. #### Where do automatic deductions appear? Automatic deductions are recorded with the Consumed movement type. In the left sidebar, click Inventory, then click Movements to review them. Related guides Working across multiple locationsSet up organization contact details, physical sites, rooms and your provider profile for a multi-location practice. Learn what belongs in Organization, Locations and My Profile.9 min readSetting up services and packagesCreate the services, packages and memberships your practice offers. Set prices, visit defaults, booking rules, reminders, billing defaults and patient screening.11 min readTurning features on and offUse this reference to find which setting controls each optional feature, which menu items it shows, and why a feature may not appear for a team member.7 min readStock movements: receive, transfer, adjust, and write offRecord stock changes that keep inventory accurate: receiving shipments, moving stock between locations, reconciling counts, writing off unusable stock, and reviewing movement history.8 min read ### Stock movements: receive, transfer, adjust, and write off - Help Center URL: https://ona.health/help/stock-movements Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Stock movements: receive, transfer, adjust, and write off Record stock changes that keep inventory accurate: receiving shipments, moving stock between locations, reconciling counts, writing off unusable stock, and reviewing movement history. Practice operations8 min readUpdated October 4, 2026 What you can do here - Receive new shipments into the selected location - Transfer stock between active locations - Adjust stock up or down after a count or reconciliation - Write off expired or damaged stock with a required reason - Review and filter movement history by item, type, location, and date You’ll need: the Owner, Admin, or Staff role. Inventory management must be enabled for your organization. Stock movements are managed in Inventory. In the left sidebar, click Inventory. Use the Movements tab to review the audit trail, and use the page header location picker for day-to-day stock actions. 1Select location2Receive stock3Adjust4Write off Owners and admins manage the feature in Settings → Inventory. In the left sidebar, click Settings (at the bottom). In the settings menu, under Configuration, click Inventory. When Inventory is disabled, inventory screens are hidden from the sidebar, automatic consumption protocols stop running on visits, and existing catalog and movement history are kept. #### How do I choose the inventory location? Open Inventory in the left sidebar before recording a stock movement. Use the location picker in the page header. Receive stock, Adjust, and Write off apply to the selected location; Transfer lets you choose the source and destination. 1Location picker2Receive stock3Adjust4Write off5Transfer - In the left sidebar, click Inventory. - Use the location picker in the page header. - Select the location you want to work in. The selected location is remembered in your browser. If that location is no longer available, Ona chooses another location, preferring an active one. #### How do I receive stock? Open Inventory in the left sidebar when a shipment arrives. Receiving stock adds quantity to the selected location and records a Received movement. 1Item2Quantity3Unit cost4Expiry date5Notes - Select the correct location in the page header. - Select Receive stock. - Choose the Item. - Enter the Quantity. - Add Unit cost, Expiry date, or Notes if you need them. Unit cost fills from the item when available, and Expiry date cannot be in the past. - Select Receive. Ona adds the quantity to the selected location and shows the movement in Inventory → Movements. You can also open an item's row actions menu and select Receive stock to start with that item selected. #### How do I transfer stock between locations? Open Inventory in the left sidebar when inventory needs to move from one active location to another. A transfer records both a Transfer out and a Transfer in movement. 1Item2Quantity3From4To5Notes - Select Transfer. - Choose the From location. - Choose a different To location. - Add Notes if needed. Ona moves the quantity between the two locations and records both sides of the transfer in movement history. You need at least two active locations to transfer stock. #### How do I adjust stock after a count? Open Inventory in the left sidebar when a count does not match Ona, or when you need to record found items, breakage, or prep waste. An adjustment can increase or decrease the selected location's quantity. 1Item2Adjustment3Decrease4Increase5Reason - Select Adjust. - In Adjustment, choose whether to decrease or increase stock. - Enter the quantity to add or remove. - Add a Reason if you want the context saved in movement history. Ona changes the selected location's quantity and records an Adjusted movement. Decreases show as negative quantities in Movements; increases show as positive quantities. You can also open an item's row actions menu and select Adjust to start with that item selected. #### How do I write off expired or damaged stock? Open Inventory in the left sidebar when stock is expired, damaged, disposed of, or otherwise unusable. A write-off permanently removes stock, is logged, and cannot be undone. 1Item2Quantity3Reason - Select Write off. - Enter the required Reason. Ona removes the quantity from the selected location and records a Write-off movement with your reason. You can also open Inventory → Alerts, select Expiring soon, and use Write off on an expiring item to start with that item selected. #### How do I review stock movement history? Open Inventory in the left sidebar and select Movements to audit what changed and when. The table shows When, Item, Type, Qty, Location, Expires, and Notes. 2Item filter3Type filter4Location filter5Date range - Use the item picker to show one item. - Use the labeled Type filter to show Received, Consumed, Adjusted, Transfer out, Transfer in, or Write-off. - Use the labeled Location filter to narrow the list to one location. - Set a date range if you need one. - Select Clear to remove active filters. The table updates as you filter. If no rows match, clear filters or record a new stock movement. #### What can't I do here? Open Inventory in the left sidebar. For settings, click Settings (at the bottom), then under Configuration, click Inventory. Inventory actions are limited in these ways: - Doctors do not have access to the operational Inventory dashboard. - Staff can use Inventory when it is enabled, but only owners and admins can manage Settings → Inventory. - You cannot use Inventory until an owner or admin enables Inventory management. - You cannot transfer stock unless there are at least two active locations. - You cannot transfer stock from a location to the same location. - Movement dialogs list active items only. The Receive stock and Adjust row actions are disabled for inactive items. - Movement quantities must be greater than 0. - Unit cost cannot be negative when receiving stock. - You cannot choose a past Expiry date when receiving stock. - Reason is required for write-offs and must be at least 3 characters. - You cannot undo a write-off from the write-off dialog. #### Common questions #### Why don't I see Inventory? Inventory may be disabled, or your role may not include the operational dashboard. An owner or admin can go to Settings → Inventory by clicking Settings (at the bottom) in the left sidebar, then under Configuration, clicking Inventory and turning on Inventory management. #### What movement types appear in history? Open Inventory in the left sidebar and select Movements. History can show Received, Consumed, Adjusted, Transfer out, Transfer in, and Write-off movements. #### Why does a transfer create two movement rows? A transfer affects two locations. Ona records one outbound movement from the source location and one inbound movement to the destination location. #### Can I write off stock from an alert? Yes. Open Inventory in the left sidebar and select Alerts. The Expiring soon tab lists expiring or expired stock. Select Write off on an alert to open the write-off dialog for that item. #### What happens to my history if Inventory is turned off? Existing catalog and movement history are kept. Inventory screens are hidden from the sidebar, and automatic consumption protocols stop running on visits. Related guides Managing inventoryTrack catalog items, stock levels, movements, alerts and consumption protocols across practice locations. Receive, transfer, adjust and write off stock from Inventory.9 min readWorking across multiple locationsSet up organization contact details, physical sites, rooms and your provider profile for a multi-location practice. Learn what belongs in Organization, Locations and My Profile.9 min readSetting up services and packagesCreate the services, packages and memberships your practice offers. Set prices, visit defaults, booking rules, reminders, billing defaults and patient screening.11 min readRoles, licenses, and permissionsUnderstand how team member roles, invitation status, and your organization’s subscription status affect what a person can do in Ona.9 min read ### Setting up the AI Receptionist - Help Center URL: https://ona.health/help/ai-receptionist Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Setting up the AI Receptionist Enable the AI Receptionist, choose how new callers are handled, add call instructions, manage knowledge files, and tag visits the receptionist books. Practice operations13 min readUpdated October 20, 2026 What you can do here - Enable call intake for inbound calls on your clinic's phone number - Check whether the receptionist line is Disabled, Provisioning, Active or Needs attention - Choose when the AI answers without ringing your team first, whether your team is notified, and whether callers can transfer to staff - Set the opening greeting callers hear - Choose whether new callers become leads or are registered as patients - Add instructions the receptionist follows on every call - Add keyterms the receptionist should recognize reliably when callers say them - Tag visits the receptionist books - Upload, preview, download and delete knowledge files the receptionist can reference You’ll need: the Owner or Admin role. The AI Receptionist answers inbound calls on your clinic's local number, shared with SMS, and can capture new leads for follow-up in your CRM pipeline. In the left sidebar, click Settings (at the bottom). In the settings menu, under Communication, click AI Receptionist. The page also includes Keyterms and Booked visits, where you can add terms the receptionist should recognize reliably and tag visits it books. #### How do I turn on the AI Receptionist? In the left sidebar, click Settings (at the bottom). In the settings menu, under Communication, click AI Receptionist. In the screenshot, Settings (1) is the left-sidebar entry, and AI Receptionist (2) is the page in the Communication settings menu. 1Settings2AI Receptionist - In the left sidebar, click Settings (at the bottom). In the settings menu, under Communication, click AI Receptionist (1) and (2). - Turn on Receptionist line. - If Pick a phone number first opens, follow the dialog to choose a phone number for your clinic. - Select Provision and enable. - If the save dock shows Unsaved AI Receptionist changes, select Save changes. The number is registered with the carriers automatically. If the provisioned number is not active yet, Ona shows Number ordered with Turn this on in a few minutes. and leaves the receptionist line off. If Ona cannot save, you see Couldn't save and should try again. #### What does the AI Receptionist status mean? On the AI Receptionist page, check whether the receptionist line is ready and which phone number it uses. Use Status (1) to see the current state, Phone number (2) to confirm the clinic number in use, and Last ready (3) to see when the receptionist was last ready. In the screenshot, the numbered callouts point to the status card, the phone-number fact, and the last-ready fact. 1Status2Phone number3Last ready Status What it means Disabled Inbound calls continue routing through your current phone setup. Provisioning Ona is connecting your clinic's phone number to the receptionist. Active The receptionist is ready to answer inbound calls. Needs attention Provisioning failed. Try enabling again. Phone number shows the clinic number used by the receptionist, or Not provisioned if no number has been set up. Last ready shows a date and time when available, or Never. While the status is Provisioning, greeting, new caller setting, custom instructions, keyterms, booked visit tags and knowledge file controls are disabled. #### How do I set the greeting callers hear? On the AI Receptionist page, use Greeting (1) to set the first thing callers hear when the receptionist answers. The field can hold up to 500 characters. In the screenshot, Greeting (1) is the opening-line field. 1Greeting - In Greeting, write the opening greeting callers should hear. - Leave Greeting empty to use the default greeting shown in the field. - Select Save changes when the save dock appears. If Ona cannot save, you see Couldn't save and should try again. While the receptionist line is Provisioning, Greeting is disabled. #### How do I choose what happens to new callers? On the AI Receptionist page, use New callers to decide what the receptionist does when a caller is not an existing patient. Use Capture a lead (1) when your team should follow up before adding the caller to the patient list, or Register as a patient (2) when the receptionist should collect details and create a patient during the call. In the screenshot, the callouts identify the two choices under New callers. 1Capture a lead2Register as a patient - In New callers, choose Capture a lead or Register as a patient. Mode What happens Capture a lead The receptionist takes the caller's name and contact details and records a lead for your team to follow up in the CRM pipeline. Register as a patient The receptionist collects the caller's details, creates a patient record, and can book a visit on the same call. If your insurance feature is enabled, it also collects insurance details. Choose Capture a lead when your team should review new callers before adding them to the patient list. Choose Register as a patient when callers can be added during the call. If Ona cannot save, you see Couldn't save and should try again. #### How do I choose when the AI answers without ringing first? On the AI Receptionist page, use Call handling to decide when the AI receptionist picks up at once, whether your team gets notified about those calls, and whether callers can ask to speak with staff. Use Answer without ringing (1) to choose when the AI answers first, Notify about AI-answered calls (2) to turn those notifications on or off, and Transfer to staff on request (3) to let callers reach staff when they ask. In the screenshot, the callouts identify the mode selector and the two switches in Call handling. 1Answer without ringing2Notify about AI-answered calls3Transfer to staff on request - In Answer without ringing, choose Always ring first, Outside opening hours or Custom hours. - If you choose Custom hours, the hours open in a tray where you set the days and times when the AI should answer first. - Turn Notify about AI-answered calls on or off. - Turn Transfer to staff on request on or off. Option Always ring first Your team rings first. The AI picks up only if nobody answers. Outside opening hours The AI answers at once outside your opening hours. Custom hours The AI answers at once during hours you choose, like lunch or evenings. If custom hours have an issue, the save dock shows Fix the custom hours before saving until you correct them. If phone calls are off, Call handling shows Phone calls are off with Set up calls. If your clinic uses legacy routing where the AI answers every call, it shows The AI receptionist answers every call with Open Omnichannel. #### How do I add custom instructions? On the AI Receptionist page, use Custom instructions for behavior the receptionist should follow on every call. Use Custom instructions (1) for the rules the receptionist follows, Character counter (2) to track how much of the limit you have used, and Keyterms (3) to add terms the receptionist should recognize reliably. The field can hold up to 20,000 characters. In the screenshot, the numbered callouts mark the instructions field, the counter, and the keyterms field below it. 1Custom instructions2Character counter3Keyterms - In Custom instructions, write the rules the receptionist should follow. - Check the character counter if the instructions are long. - In Keyterms, add terms one by one. The counter shows the combined list length, including commas between terms. Write instructions as specific rules. Include the boundaries that matter for your practice, such as scheduling limits, what information to collect, what to route to staff, and what the receptionist should not promise. In Keyterms, add names, payers, services, and local place names the receptionist should recognize reliably. You can add up to 100 keyterms, and each keyterm can be up to 100 characters. The Keyterms counter measures the combined list length and stops you at the total character limit. If Ona cannot save, you see Couldn't save and should try again. #### How do I upload knowledge files? On the AI Receptionist page, use Knowledge base to upload files the receptionist can reference on calls. Use Drop files here or browse (1) to add files from your computer or drag them into the upload area. Each file must be 25 MB or smaller. In the screenshot, Drop files here or browse (1) is the upload control in Knowledge base. 1Drop files here or browse - In Knowledge base, drag files into the upload area or select files from your computer. - If you selected more than 10 files, upload the remaining files in another batch. You can upload PDFs, images, text files, Markdown files, Word documents and CSV files. Uploaded files appear in the list newest first. A file with Processing is syncing to the AI assistant in the background. A file with Sync failed is saved in the list, but did not sync to the AI assistant. #### How do I preview, download or delete a knowledge file? On the AI Receptionist page, use Knowledge base to review or remove files the AI Receptionist can reference. - In Knowledge base, select a file row to preview it. - Select Download to save a copy to your computer. - Select Delete file to remove it from the knowledge base. - Confirm the deletion in the dialog. Images and PDFs can be previewed in Ona. Other file types show Preview not available for this file type, but you can still download them. #### How do I tag visits the receptionist books? On the AI Receptionist page, use Booked visits to add tags to visits the receptionist books. Use Tag receptionist bookings (1) to turn visit tagging on for receptionist bookings. In the screenshot, Tag receptionist bookings (1) is the switch for booked visits. 1Tag receptionist bookings - In Booked visits, select Tag receptionist bookings. - Choose the tag or tags you want applied to those bookings. The save dock can show Choose a tag for receptionist bookings if no booking tag is selected. If Ona cannot save, you see Couldn't save and should try again. #### What can't I do here? On the AI Receptionist page, access and actions are limited in these ways: - Staff and doctors cannot manage AI Receptionist settings from Settings. - You cannot edit greeting, new caller handling, custom instructions, keyterms, booked visit tags or knowledge files while the receptionist line is Provisioning. - Answer without ringing is unavailable when phone calls are off, when the AI Receptionist is not active, or when the clinic uses legacy routing where the AI answers every call. - Notify about AI-answered calls and Transfer to staff on request are available once the AI Receptionist is active. - You cannot save call handling while custom hours have an issue. Fix the fields when you see Fix the custom hours before saving. - You cannot save booked visits until a booking tag is chosen. - You can upload only the first 10 files in one batch. Upload the rest in another batch. - Each knowledge file must be 25 MB or smaller. - A knowledge file with Sync failed is saved in the list, but did not sync to the AI assistant. - You can add up to 100 keyterms, and each keyterm can be up to 100 characters. - The Keyterms field has a 1,000-character combined list limit, including commas between terms. #### Common questions #### Does the AI Receptionist use my clinic's phone number? Yes. The receptionist answers on your clinic's local number, shared with SMS. If you do not have a number yet, turning on Receptionist line opens Pick a phone number first. #### What should I choose for new callers? Choose Capture a lead if your team should follow up before creating a patient record. Choose Register as a patient if the receptionist should collect details, create a patient record and potentially book a visit during the call. #### Do instructions save automatically? No. Custom instructions, Keyterms and other AI Receptionist page fields save when you select Save changes in the dock. The Keyterms counter shows the combined list length and stops at the total character limit. If Ona cannot save, you see Couldn't save and should try again in a moment. #### What does Always ring first mean? Always ring first means your team rings first. The AI receptionist picks up only if nobody answers. #### Can callers ask to speak with a person? Yes, when Transfer to staff on request is on and the AI Receptionist is active. When a caller asks for a person, the AI receptionist puts them through to your team. If nobody answers, they can leave a voicemail. #### What happens if I upload too many files at once? Only the first 10 files are uploaded. Upload the remaining files in another batch. #### Can I delete a knowledge file after uploading it? Yes. Select the file from Knowledge base, select Delete file, then confirm the deletion. #### What happens if I do not choose a booking tag? The save dock shows Choose a tag for receptionist bookings until you pick one. Related guides Managing leads and converting them to patientsTrack prospective patients in Leads, assign follow-ups, log activity, export matching leads as CSV, and convert qualified leads into patient records.8 min readAdding a patientCreate a patient from the Patients list, decide whether to send a portal invitation, and complete the patient record from Details & Settings.6 min readPhone callsPlace calls from Ona, answer inbound calls in the browser, and review call cards with AI summaries, recordings, transcripts, and outcomes in the conversation.8 min readSetting up your channelsProvision your practice phone number, inbox email address, phone calling, call answering, voicemail settings, and spam number list from Omnichannel settings.10 min read ### Setting up DoseSpot - Help Center URL: https://ona.health/help/setting-up-dosespot Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Setting up DoseSpot Connect your clinic to DoseSpot, link prescribers and proxy staff, set a clinician fax number, and manage DEA registrations for controlled substances. Practice operations11 min readUpdated October 13, 2026 What you can do here - Provision your clinic in DoseSpot for e-prescribing - Link team members as prescribers or proxies - Switch a proxy to a prescriber when someone needs prescribing access - Set the fax number sent to each linked prescriber's DoseSpot profile - Add, edit and remove DEA registrations for controlled substances - Unlink a member who should no longer open DoseSpot from Ona You’ll need: the Owner or Admin role. Have the clinic address and phone ready, plus each prescriber's NPI and DEA registration details if they prescribe controlled substances. Ona uses DoseSpot for e-prescribing. Set up the clinic first, then link each person who needs to prescribe or queue prescriptions in Settings → Charting → DoseSpot. In the left sidebar, click Settings (at the bottom). In the settings menu, under Charting, click DoseSpot. Use Settings (1) and DoseSpot (2) to open this page. 1Settings2DoseSpot The connection card shows whether DoseSpot is ready for the organization: Status What it means Ready The clinic is provisioned and at least one member is linked. Linked prescribers and proxies can launch DoseSpot from a patient chart. Setup incomplete The clinic is created in DoseSpot, but prescribers or proxies still need to be provisioned before charts are launchable. Not provisioned The clinic has not been created in DoseSpot yet. Start with Step 1 - Provision clinic. Ready describes the clinic, not every team member. A new clinician still needs their own linked prescriber account before they can open prescriptions. #### How do I provision the DoseSpot clinic? Provision the clinic from Settings → Charting → DoseSpot when your organization is not yet connected to DoseSpot. This one-time setup creates the DoseSpot clinic so you can link prescribers and proxies. - In the left sidebar, click Settings (at the bottom). In the settings menu, under Charting, click DoseSpot. - In Step 1 - Provision clinic, enter Clinic name if you want a name other than the organization name. - Enter the clinic Primary phone. - Complete the clinic address: Address line 1, City, State and ZIP code. Address line 2 is optional. - Add Primary fax if you want to include one during clinic setup. - Complete Proxy clinician only if you need to send those identity details to DoseSpot. - Select Provision clinic. After the clinic is provisioned, Ona shows the DoseSpot Clinic ID and replaces clinic provisioning with the member setup sections. #### How do I provision prescribers and proxies? Provision each active team member from Settings → Charting → DoseSpot so they can use DoseSpot from patient charts. The Step 2 - Provision prescribers and proxies table lists active team members with their NPI, DoseSpot access, and Action buttons. Choose the account type based on what the person needs to do: Account type What it can do Prescriber Signs and transmits prescriptions. Requires an NPI and Surescripts registration. Proxy (staff) Queues prescriptions for a prescriber to review and send. No NPI, no DEA numbers and no Surescripts registration. Use Account type (1) to choose between Prescriber (2) and Proxy (staff) (3). NPI number (4) is for prescribers, and Provision prescriber (5) submits the dialog. 1Account type2Prescriber3Proxy (staff)4NPI number5Provision prescriber - In Step 2 - Provision prescribers and proxies, find the team member. - Select Provision. - Choose Prescriber or Proxy (staff). - For a prescriber, review NPI number. It fills from the team member profile when an NPI is stored there. - Enter Date of birth, Address line 1, City, State, ZIP code and Primary phone. Primary fax is optional. - Select Provision prescriber or Provision proxy. After saving, the member's DoseSpot access changes to Prescriber or Proxy. DoseSpot may need a few minutes to finish NPI verification for a prescriber. A proxy does not need Surescripts registration and can be used right away. Give each staff member their own proxy DoseSpot attributes a queued prescription to the proxy account that staged it. Do not share one proxy account across multiple staff members. #### How do I relink or switch a DoseSpot account? Use Relink from Settings → Charting → DoseSpot when a linked member needs their DoseSpot account recovered or re-established. For a prescriber, rerunning provisioning with the same NPI can recover or relink the existing account instead of creating a duplicate. Use Account type (1) to review the choice, Proxy (staff) (2) to see the proxy option, and Provision prescriber (3) to create or relink the prescriber account. 1Account type2Proxy (staff)3Provision prescriber - In Step 2 - Provision prescribers and proxies, find the linked member. - Select Relink. - Review the account details. To change a proxy into a prescriber, use Switch to prescriber instead of editing the role inside DoseSpot. Ona creates a new DoseSpot prescriber account and disables the old proxy where possible. - Find the member whose DoseSpot access is Proxy. - Use Switch to prescriber. - Enter the prescriber details, including a valid NPI number. - Select Switch to prescriber. If the old proxy cannot be disabled, Ona warns you and gives the DoseSpot user ID to disable by hand in the DoseSpot admin console. #### How do I set the clinician fax number? Set Clinician fax from Settings → Charting → DoseSpot when pharmacies should use a specific secure fax number for linked prescribers. This fax is sent as the fax on every linked prescriber's DoseSpot profile. Use Fax number (1) to set the number on linked prescribers' profiles. 1Fax number - In Clinician fax, enter the Fax number. - Make your change, then select Save changes in the page dock. Ona saves the number and updates every linked prescriber in DoseSpot. If you clear the field and select Save changes, Ona stops sending a fax number and DoseSpot keeps each prescriber's current fax. #### How do I add DEA numbers for controlled substances? Add DEA registrations from Settings → Charting → DoseSpot after the prescriber is provisioned. DEA numbers are used for controlled substances; ordinary medications can be prescribed by a linked prescriber without a DEA number saved here. Use Clinician (1) to pick the prescriber, Add DEA (2) to open the form, and Refresh (3) to reload DoseSpot's DEA list. 1Clinician2Add DEA3Refresh - In Step 3 - DEA numbers, choose the clinician from Clinician. - Select Add DEA. - Enter DEA number. It must be two letters followed by seven digits. - Enter the registered address: Address line 1, City, State and ZIP code. Address line 2 is optional. The DEA registration is saved for that clinician in DoseSpot and appears in the DEA table. Use Refresh to reload DEA numbers from DoseSpot. #### How do I edit or remove a DEA number? Manage existing DEA registrations from Settings → Charting → DoseSpot when a prescriber's DEA details change or should no longer be stored. - Select Edit registration to update a DEA number, or Remove registration to remove it. - If editing, update the DEA details and select Save changes. - If removing, confirm with Remove. Ona updates or removes the DEA registration in DoseSpot for that clinician. #### How do I unlink someone from DoseSpot? Unlink a member from Settings → Charting → DoseSpot when they should no longer open DoseSpot from Ona. 1Unlink2Cancel - Select Unlink from DoseSpot. - Review the confirmation message. - Select Unlink. Ona stops issuing DoseSpot sessions for that member straight away. When possible, their DoseSpot account is also disabled. If DoseSpot cannot disable the account, Ona shows a warning with the DoseSpot user ID so you can disable it by hand in the DoseSpot admin console. #### What can't I do here? In the left sidebar, click Settings (at the bottom). In the settings menu, under Charting, click DoseSpot. DoseSpot setup has these limits: - Owners and admins can manage DoseSpot settings. Staff and clinicians do not manage DoseSpot setup from Settings. - You cannot provision prescribers or proxies until the clinic is provisioned. - A prescriber account uses an NPI. Switching a proxy to a prescriber requires a valid NPI number. - A proxy does not have an NPI, DEA numbers or Surescripts registration, and cannot send prescriptions. - Address line 1 for a DoseSpot account is limited to 35 characters. - A DEA number must be two letters followed by seven digits. - DEA State must be a two-letter US code, and ZIP code must be a 5- or 9-digit ZIP. - If no active team members exist, there is no one to provision. #### Common questions #### Why does the connection card say Ready, but a clinician still can't prescribe? Ready means the clinic is provisioned and at least one member is linked. In the left sidebar, click Settings (at the bottom). In the settings menu, under Charting, click DoseSpot. Check the clinician's row in Step 2 - Provision prescribers and proxies. Their DoseSpot access must show Prescriber before they can sign and transmit prescriptions. #### Can staff prepare prescriptions without being prescribers? Yes. Provision the staff member as Proxy (staff). When they open DoseSpot, they choose which prescriber's queue to use. The prescriber reviews and sends the prescription. #### What happens when a proxy opens DoseSpot? A proxy sees Queue for which prescriber? before DoseSpot opens. After they choose a prescriber, Ona shows a banner with the prescriber name and a Change button so they can switch before continuing. #### Do I need to sync patients from Settings? No. When a linked user opens DoseSpot from a patient chart, Ona sends the latest patient details to DoseSpot if needed. If DoseSpot needs more patient details, the prescription screen prompts the user to complete or edit the patient profile. #### Where do clinicians and staff open DoseSpot after setup? They open DoseSpot from a patient or visit prescription screen. From a patient chart, in the left sidebar, click Patients, click the patient's name, then click DoseSpot in the patient chart sidebar. See Sending a prescription for the prescribing workflow and Viewing a patient's medication history for medication history. Related guides Sending a prescriptionOpen DoseSpot from any patient chart to write a prescription - or, on a proxy account, prepare one and queue it for a prescriber to review and send.6 min readViewing a patient's medication historySee what a patient has actually been dispensed - including prescriptions written outside your practice - from the Medication History view inside DoseSpot.6 min readInviting your teamInvite colleagues to your organization, choose their roles, manage expired invitations, and update team member profiles from Team Members.7 min readRoles, licenses, and permissionsUnderstand how team member roles, invitation status, and your organization’s subscription status affect what a person can do in Ona.9 min read ### Connecting Junction and Fullscript - Help Center URL: https://ona.health/help/connecting-junction-and-fullscript Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Connecting Junction and Fullscript Connect Fullscript for supplement and lab workflows, and manage Junction setup for lab ordering. Owners and admins can connect or disconnect Fullscript, provision Junction, check readiness, and choose whether Junction messages patients. Practice operations9 min readUpdated October 22, 2026 What you can do here - Connect or reconnect a Fullscript practitioner account for supplement and lab workflows - Disconnect Fullscript when the practice should stop using that practitioner connection - Provision your clinic in Junction for lab ordering - Set up Junction panels and open your clinic's Junction team configuration - Check Junction readiness, webhook status and webhook inbox counts - Choose whether Junction texts and emails patients about draws and results You’ll need: the Owner or Admin role. For Fullscript, have access to the Fullscript practitioner account you want to authorize. Fullscript and Junction are managed from Settings. In the left sidebar, click Settings. In the settings menu, use the Dispensary section. The Dispensary landing page opens Labs. The Fullscript and Junction links appear under Dispensary after Labs or Supplements is on. Fullscript connects a practitioner account for supplement and lab workflows. Junction is used for lab ordering through Junction. #### How do I connect Fullscript? In the left sidebar, click Settings. In the settings menu, under Dispensary, click Fullscript to open the dedicated Fullscript connection page. If Fullscript is not visible under Dispensary, turn on Labs or Supplements first. The page opens Fullscript in a new tab so you can authorize the connection. 1Settings2Fullscript 1Connect Fullscript2Connection status3Reconnect Fullscript - In the left sidebar, click Settings. In the settings menu, under Dispensary, click Labs or Supplements and turn that feature on if Fullscript is not visible. - In the settings menu, under Dispensary, click Fullscript. - Select Connect Fullscript. - If your browser blocks the new tab, allow pop-ups for Ona and select Connect Fullscript again. - Complete the authorization in Fullscript. While Ona finishes the authorization, the connection card shows Connecting…. When the connection completes, Ona shows Connected and may display the Practitioner ID. If the connection cannot start, Ona shows Couldn't start Fullscript connection. If the authorization cannot finish after you return, Ona shows Couldn't complete Fullscript connection and asks you to try connecting again. #### How do I reconnect Fullscript? In the left sidebar, click Settings. In the settings menu, under Dispensary, click Fullscript when you need to refresh or replace the practitioner connection. - In the left sidebar, click Settings. In the settings menu, under Dispensary, click Fullscript. - Confirm the card shows Connected. - Select Reconnect. 1Fullscript2Connected status3Reconnect Use the Fullscript card (1) to confirm you are on the right page. Read the connected state (2) to make sure the practitioner account is already linked, and select Reconnect (3) to start a new authorization. When the reconnection succeeds, the card shows Connected. #### How do I disconnect Fullscript? In the left sidebar, click Settings. In the settings menu, under Dispensary, click Fullscript when the practice should stop using the current practitioner connection. - Select Disconnect. - In Disconnect Fullscript?, review the warning. 1Disconnect2Fullscript Use Disconnect (1) to open the confirmation dialog, and use the Fullscript card (2) to confirm which connection you are about to remove. Ona removes the practitioner connection for this organization. Dispensary workflows for this admin account stop using Fullscript until you connect again. #### How do I provision Junction? In the left sidebar, click Settings. In the settings menu, under Dispensary, click Junction to open the dedicated Junction setup page for lab ordering. Junction appears after Labs or Supplements is on. The readiness card shows whether Junction is ready, provisioned, or missing server credentials. 1Settings2Junction - In the left sidebar, click Settings. In the settings menu, under Dispensary, click Labs or Supplements and turn that feature on if Junction is not visible. - In the settings menu, under Dispensary, click Junction. - Select Provision clinic in Junction if the clinic has not been provisioned. - Select Re-run provisioning if the clinic was already provisioned and needs to be refreshed. When provisioning succeeds, Ona shows Clinic provisioned in Junction. A provisioned Junction card can show Environment, Webhook, Webhook inbox and Provisioned. If the page shows Server not configured, this deployment has no Junction credentials. Ask Ona support to configure the server before provisioning. #### How do I set up Junction panels? Panels are saved sets of tests that clinicians add to an order in one step. A newly provisioned clinic has none, so the Panels tab of the Junction order screen is empty until you add some. Clinicians can still order individual tests from the A la carte tab. Panels are managed in Junction's dashboard, which Ona opens for you already signed in to your clinic's team. - In the left sidebar, click Settings. In the settings menu, under Dispensary, click Junction. - In Ordering, select Manage panels. Junction opens in a new tab. - Add the panels your clinicians order often, then close the tab. New panels appear the next time a clinician opens the Junction order screen. Ordering appears once the clinic is provisioned. Which tests can be ordered at all, in a panel or a la carte, depends on the lab accounts and approved tests Junction sets up for your clinic. Provisioning doesn't set these up. Select Open team configuration in Ordering to see them. #### How do I check Junction status? In the left sidebar, click Settings. In the settings menu, under Dispensary, click Junction to see the readiness card. - If the clinic is already provisioned, select Check status. - Review the Junction card state and details. The card can show these states: State What it means Ready Junction is available and the status check reports it is ready. Setup incomplete The clinic has been provisioned, but Junction is not ready. Not provisioned Junction credentials are available, but the clinic has not been provisioned. Server not configured This deployment has no Junction credentials. Ona support must configure the server before provisioning. For a provisioned clinic, Webhook shows Registered, Not registered - re-run provisioning or Couldn't reach Junction. Webhook inbox shows pending, failed and dead counts. #### How do I turn Junction patient messages on or off? In the left sidebar, click Settings. In the settings menu, under Dispensary, click Junction to choose whether Junction contacts patients about lab draws and results. 1Patients section2Junction messages patients3On/off switch - In Patients, change Junction messages patients. - Use the sticky Save changes dock to save the change. When Junction messages patients is on, Junction texts and emails patients about draws and results. If no setting has been saved yet, Ona treats this as on by default. #### What can't I do here? In the left sidebar, click Settings. In the settings menu, use the Dispensary section. Access and setup are limited in these ways: - Staff and clinicians cannot manage Fullscript or Junction from Settings. - Fullscript and Junction are not shown under Dispensary until Labs or Supplements is on. - You cannot connect Fullscript if your browser blocks the Fullscript authorization tab. Allow pop-ups for Ona and try again. - Fullscript plans and orders require the patient to have an email address. When Fullscript is connected but the patient has no email, Recommend via Fullscript is disabled with Needs the patient's email address. - You cannot provision Junction when the page shows Server not configured. - You cannot save Junction changes while you have unsaved changes to Junction messages patients. Save or discard the change first. #### Common questions #### Where do I connect Fullscript? In the left sidebar, click Settings. In the settings menu, under Dispensary, click Labs or Supplements if Fullscript is not visible. Then open Fullscript and select Connect Fullscript. If Fullscript is already connected, the button changes to Reconnect. #### What does Fullscript connected enable? The Fullscript page says the connection authorizes supplement and lab workflows for your account. In patient workflows, Fullscript also needs the patient to have an email address. #### What happens when I disconnect Fullscript? #### What does Junction provision do? Provisioning sets up Junction for the clinic. When it succeeds, Ona reports that the team, webhook and Connect configuration are in place. #### Why does the Junction order screen show no tests? If only the Panels tab is empty, your clinic has no panels yet. Order from A la carte, or have an owner or admin add panels with Manage panels under Ordering on the Junction settings page. If A la carte is empty too, Junction hasn't linked a lab account or approved tests for your clinic yet, and adding panels won't fix it. Ask Ona support to have Junction finish your clinic's lab setup. #### Does Junction message patients by default? Yes. If no Junction messaging setting has been saved yet, Ona treats Junction messages patients as on. You can turn it off by clicking Settings in the left sidebar, then clicking Junction under Dispensary in the settings menu and saving the change. Related guides Ordering labs through FullscriptOrder labs from the Fullscript catalog inside the patient chart, and open the results PDF when it comes back.4 min readOrdering labs through JunctionPlace electronic lab orders from the patient chart, follow each order from requisition to result, share matched orders with patients, and unstick orders that stop updating.7 min readRecommending supplementsRecommend supplements through Fullscript from the patient chart, and keep every recommendation on the record.4 min readGenerating lab requisitionsCreate a PDF lab requisition, filled in from the patient record, then fax it, print it, or share it with the patient in the portal.5 min read ### Charting Sections - Help Center URL: https://ona.health/help/choosing-charting-sections Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Charting Sections Choose which charting sections appear in the patient record and visit canvas, and configure Vitals units and measurements for your organization. Clinic configuration6 min readUpdated October 20, 2026 What you can do here - Turn charting sections on or off for your organization - Choose which sections appear in the patient record and visit canvas - Reorder the charting sections list - Configure the Vitals section with a unit system and individual measurements such as blood pressure, heart rate, SpO₂, temperature, respiratory rate, pain, weight, height, and BMI - Understand why Supplements or BMI may be unavailable You’ll need: the Owner or Admin role. These settings apply to the organization, not only to your account. Charting sections control which clinical sections your team sees when charting, and how the Vitals section works. #### How do I choose charting sections and set up Vitals? On the Charting Sections page, use Charting settings (1) to confirm you are on the charting settings page. Use Section toggles (2) to turn charting sections on or off, and use Supplements toggle (3) to show whether Supplements is available from Dispensary settings. 1Charting settings2Section toggles3Supplements toggle - In the left sidebar, click Settings. In the settings menu, under Charting, click Charting Sections to choose the sections your organization uses in the patient record and visit canvas, and to configure Vitals. - In the section list, turn on Vitals, Diagnoses, Observations, Body map, Allergies, Medications, Supplements, Recommendations, Notes, Reason for visit, Procedures, Hospitalizations, Surgical history, Family history, Social history, OB/GYN history, or Vaccines to show that section in the patient record and visit canvas. Turn a section off to hide it. - To change where a section appears, drag it by the handle on the left of its row. With a keyboard, move to the handle, press Space to pick the section up, use the arrow keys to move it, and press Space again to drop it. Default order puts the list back the way it started. - If you use Vitals, choose US customary or Metric. - Turn on or off the measurements clinicians can log: Blood pressure, Heart rate, SpO₂, Temperature, Respiratory rate, Pain, Weight, Height, and BMI. - If you want BMI, turn on Weight and Height first. - Select Save changes. After you save, the selected charting sections, their order, and the Vitals settings apply across your organization. These are the charting sections you can control here: Section What it is for Vitals Blood pressure, heart rate, temperature, weight, height, BMI, and more. This section also controls the unit system and which individual measurements clinicians can log. Diagnoses ICD-coded conditions tracked on the patient record. Observations Clinical observations and measurements outside the core vitals. Body map Pain, skin lesions, wounds, injuries, and treatment sites pinned to the body. Allergies Allergies and intolerances, including no-known-allergies status. Medications Current and past medications on the patient record. Supplements Vitamins, minerals, herbals, and other supplements the patient takes. This section also requires Supplements to be turned on in Dispensary settings. Recommendations Care recommendations and follow-up guidance for the patient. Notes Generated and hand-written clinical notes. Reason for visit Optional. The chief complaint in the patient's words and the coded reasons, recorded on each visit. The patient record shows the reasons from recent visits. Procedures Optional. Injections and minor procedures with injection-site maps, billed on the visit's claim once completed. Hospitalizations Optional. The patient's hospital stays: why they were admitted, when, and where. Past conditions are recorded as diagnoses, marked resolved or inactive. Surgical history Optional. Past surgeries with when, which side, and where. Family history Optional. Conditions by relative, picked from a checklist of conditions that run in families or searched, with the age they started and whether a relative died of one. Social history Optional. Tobacco (with pack-years), alcohol and drug use, occupation, and living situation. Each save keeps the earlier answers on record. OB/GYN history Optional. Last period, pregnancies and births (GTPAL), whether the patient is pregnant now and the due date, Pap smear and mammogram dates, and contraception. It isn't shown for patients recorded as male. Vaccines Optional. Vaccines given at your practice or elsewhere, and ones declined or not given, coded with CDC vaccine codes (CVX). A dose given here can record the lot, expiry, site, and route. Choose based on what your practice documents during patient care. For example, if your practice keeps track of the vitamins and supplements patients take, turn on Supplements in Dispensary settings, then turn on Supplements here so that section is available in the chart and visit workflow. For more on using these sections during care, see Finding your way around the patient chart, Observations and vitals, and Diagnoses, medications, and allergies. #### What happens if charting settings don't save? On the Charting settings page, if your changes cannot be saved, Ona shows Couldn't save. - Review the message Couldn't save. - Select Save changes again. If saving still fails, the last saved charting settings remain in place. Your unsaved edits stay on the page so you can retry. #### What can't I do here? On the Charting settings page, limits include: - Staff and clinicians cannot manage charting settings from Settings. - You cannot set different charting sections or different Vitals settings for different team members from this page. - You cannot rename or create charting sections here. - You cannot change the fields inside other charting sections here. Only Vitals lets you choose individual measurements. - You cannot choose units or measurements while Vitals is turned off. - You cannot turn on Supplements here when Supplements is turned off in Dispensary settings. #### Common questions #### What happens to past vitals if I switch from US customary to Metric? Switching units converts every reading on display, so past vitals stay correct. #### Why can't I turn on BMI? BMI stays unavailable until Weight and Height are both turned on. #### If Supplements is turned off in Dispensary settings, will I lose my charting choice? No. Your saved charting choice for Supplements is kept, and it is used again when supplements are available. #### Can I use Metric for some clinicians and US customary for others? No. The unit choice on this page applies across your organization. #### Where do I turn on Supplements for charting? Turn on Supplements in Dispensary settings first, then return to Charting and turn on Supplements there. For supplement setup, see Setting up labs, supplements, and supplement templates. Related guides Finding your way around the patient chartLearn how the Patients page and patient chart fit together, including the chart sidebar, Summary, timeline, Details & Settings, guardians and the authorized person area. Understand why some chart sections depend on role or enabled features, and how owners, admins and staff can bulk archive or restore patients and visits from lists.11 min readObservations and vitalsReview and update patient observations from the chart or a visit record. Edit an observation's value and note when the record is not read-only.3 min readDiagnoses, medications, and allergiesRecord diagnoses, medications, allergies, supplements, and No known allergies from the patient Summary or while charting a visit. Review details, edit clinical fields, and archive records that should no longer appear in the active chart.9 min readSetting up labs and supplementsTurn lab and supplement workflows on for your organization, finish optional Junction and Fullscript setup, and manage supplement templates your team can use from patient and visit supplements.11 min readCreating and running a visitCreate a visit, attach services, interviews, and consents, work the visit workspace, and manage visit billing items such as services, copays, and superbills.10 min read ### Configuring cases, care plans, and discharge letters - Help Center URL: https://ona.health/help/configuring-cases-care-plans-and-letters Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Configuring cases, care plans, and discharge letters Turn on Cases and Care Plans, configure chronic care management for care plans, and customize the discharge and termination letter settings your clinic controls. Clinic configuration8 min readUpdated October 12, 2026 What you can do here - Turn on Cases so patient charts can group visits into episodes of care - Turn on Care Plans for patient-facing plans of care - Configure Track care-management time, Minimum billable minutes, and Place of service code for CCM workflows - Customize the parts of discharge and termination letters your clinic controls - Choose which discharge reasons clinicians can pick from You’ll need: the Owner or Admin role. These settings live in three places in Settings: Cases and Care Plans under Care, and Discharge Letters under Charting. Review them before your team starts using cases, care plans, or discharge and termination letters in patient care workflows. #### How do I turn on cases? In Settings, under Care, use Cases when you want patient charts to group visits into an episode of care with problems, goals, status tracking, and outcomes. 1Cases toggle Use the switch in Cases (1) to turn the feature on or off for the whole practice. - In the left sidebar, click Settings. - In the settings menu, under Care, click Cases. - Turn Cases on. - Select Save changes. After the change saves, patient charts can show cases for that patient. In the left sidebar, click Visits, open a visit, and use Link case in the visit header to attach that visit to an existing case. If the save fails, Ona shows Couldn't save and keeps your unsaved change on the page so you can try again. For help using cases after they are enabled, see Cases. #### How do I turn on care plans? In Settings, under Care, use Care Plans when your clinic is ready to use forward-looking, patient-facing plans of care. 1Settings2Care Plans Use Settings (1) in the left sidebar to open practice settings. Then, under Care, select Care Plans (2). 1Care Plans toggle2Chronic Care Management toggle On the page, the switch in Care Plans (1) turns the feature on for the whole practice. The switch in Chronic Care Management (2) controls whether your team can track care-management time. - In the settings menu, under Care, click Care Plans. - Turn Care Plans on. After the setting is on, your team can use care plans with health concerns, goals, and recommendations patients can follow between visits. Your team can also use reusable protocols, publish patient-facing versions with downloadable PDFs, and track goals with targets and review dates. Ona saves the change automatically. If the save fails, Ona shows Couldn't save and restores the last saved setting. For help building and using plans after they are enabled, see Building care plans. #### How do I configure chronic care management? In Settings, under Care, use Care Plans to configure Chronic Care Management when your team needs to log care-management time between visits and turn it into monthly CCM billing work. 1Care Plans toggle2Track care-management time Use the switch in Care Plans (1) first if care plans are not already on. Then use Track care-management time (2) to add a care-management tab where staff log minutes against a patient's plan. - Turn Care Plans on if it is not already on. - In Chronic Care Management, turn Track care-management time on. - Enter Minimum billable minutes. This is the number of minutes needed in a calendar month before CCM can be billed. - Enter Place of service code. This is the two-digit CMS code used on CCM claim lines. Ona saves these settings automatically. When no saved value is present, Minimum billable minutes shows 20 and Place of service code shows 11. Minimum billable minutes must be a whole number of at least 1. Place of service code must be exactly two digits. For help using time tracking after it is enabled, see Care Time and chronic care management. #### How do I customize discharge letters? In Settings, under Charting, use Discharge Letters to customize the parts of discharge and termination letters your clinic controls, including wording, optional contents, continuity-of-care resources, and closing text. 1Settings2Discharge letters Use Settings (1) in the left sidebar to open practice settings. Then, under Charting, select Discharge letters (2). 1Service name2Grace period3Records request phone4Current prescriptions Use Service name (1) if the heading should name your specialty. Use Grace period (2) for how long emergency care and refills continue. Use Records request phone (3) if patients should call a specific number for records. Turn Current prescriptions (4) on when the letter should print active medications as a table. - In the settings menu, under Charting, click Discharge Letters. - In Wording, enter Service name if the letter heading should name your specialty. Leave it blank if you do not want to name your specialty. - Set Grace period to the number of days emergency care and refills continue. - Enter Records request phone if patients should call a specific number for a copy of their records. - In Contents, turn Current prescriptions on if the letter should print the patient's active medications as a table. Leave it off if you do not prescribe. - In Continuity of care, select Add resource to list organizations that help patients find a new provider. Each resource needs a name, and the link is optional. - In Closing text, add Emergency support and a Closing paragraph if your clinic needs custom wording. After the settings save, letters signed from then on use these settings. For help using letters after setup, see Discharge and termination letters. #### How do I choose which discharge reasons are offered? On the same page in Discharge Letters, use Reasons offered to limit which reasons clinicians can choose on discharge and termination letters. If you leave none selected, all reasons are offered. 1Reasons offered2Reason checkbox Use Reasons offered (1) to find the section and see how many reasons are currently selected. Each checkbox (2) turns one reason on or off. - On the same page, go to Reasons offered. - Select each reason your clinic wants to offer. After the settings save, the section shows how many reasons are selected. With no selections, all reasons are offered. #### What can't I do here? In Cases, Care Plans, and Discharge Letters in Settings, these limits apply: - Staff and clinicians cannot manage these settings from Settings. - Cases is a whole-practice setting. - Care Plans is a whole-practice setting. - Track care-management time depends on Care Plans. - Minimum billable minutes must be a whole number of at least 1. - Place of service code must be exactly two digits. - Discharge letter formal notice wording and e-signature attestation text are not editable here. - Changes to discharge letter settings apply to letters signed after the change. They do not change letters that were already signed. #### Common questions #### What does turning on Cases add? It adds case tracking to patient charts and visit workflows. Cases can include problems, goals, status tracking, ICD-10 coded primary and secondary problems, linked visits, and discharge outcomes. #### What does turning on Care Plans add? It enables care plans with health concerns, goals, and recommendations patients can follow between visits. Your team can also use reusable protocols, publish patient-facing versions with downloadable PDFs, and track goals with targets, review dates, and outcomes. #### How does CCM relate to Care Plans? In Settings, Track care-management time is part of Care Plans, so turn on Care Plans before you configure CCM fields. #### Why would I leave discharge reasons unselected? Leaving every reason clear makes the full list available to clinicians. #### Do discharge letter changes affect letters that were already signed? No. Changes here apply to letters signed after the update. Letters that were already signed are not changed. Related guides CasesUse cases to group a patient's visits into an episode of care with problems, goals, linked visits, billing details, status history and discharge outcomes. Owners and admins can turn Cases on from Settings.9 min readBuilding care plansBuild a reusable protocol once, apply it to any patient, and publish a plan they follow between visits - goals, recommendations, patient steps and shared photos, with every published version kept.15 min readCare Time and chronic care managementTurn on Care Time, log care-management work for a patient, enroll them in chronic care management, and close a month into draft CCM claims. This article also explains thresholds, role-based CCM codes, and the reasons a close is blocked or skipped.15 min readDischarge and termination lettersSet clinic-wide wording for discharge and termination letters, then compose, preview, sign, download or fax a final letter from a patient's chart.9 min readTurning features on and offUse this reference to find which setting controls each optional feature, which menu items it shows, and why a feature may not appear for a team member.7 min read ### Food journal defaults - Help Center URL: https://ona.health/help/food-journal-defaults Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Food journal defaults Turn the Food Journal on or off for your practice, then set patient-specific nutrition targets from the patient chart. You can also choose presets and decide whether a patient sees calories in their own journal. Clinic configuration7 min readUpdated October 13, 2026 What you can do here - Turn the Food Journal setting on or off for the whole practice - Let patients log meals with food item details in the patient portal - Let clinicians review a patient's nutrition analytics and entries in the chart - Set daily targets for Calories, Protein, Carbs, and Fat for a patient - Add optional Fiber and Sodium targets - Hide calorie counts from the patient while keeping protein, carbs, and fat visible You’ll need: the Owner or Admin role to change the practice-wide setting in Settings. Food Journal settings are managed in Settings. In the left sidebar, click Settings. In the settings menu, under Care, click Food Journal. When the feature is on, a patient's Food Journal page can show meal entries, nutrition trends with Calories, Macros, and Meals, targets, and an Entries section. #### How do I turn the Food Journal on or off? In the left sidebar, click Settings. In the settings menu, under Care, click Food Journal to control meal logging for the whole practice. 1Settings2Food Journal Use Settings (1) to open the settings area. Then use Food Journal (2) under Care to open the Food Journal setting. Use Settings (1) in the left sidebar to open Settings, and use Food Journal (2) under Care to open the Food Journal setting in the main panel. - In the left sidebar, click Settings. - In the settings menu, under Care, click Food Journal. - Turn Food Journal on or off. - Click Save changes. When the change saves, it applies to the whole practice. If the feature is on, patients can use Food Journal in the patient portal, and the patient chart can show Food Journal under Journals. #### How do I set nutrition targets for a patient? In the left sidebar, click Patients, then click the patient's name. In the patient chart sidebar, under Journals, click Food Journal to set daily targets for that patient. Those targets are used in the chart analytics and in the patient's own daily macro summary. 1Food Journal2Targets Use Food Journal (1) in the patient chart to open the journal page. In Targets (2), select Set or Edit to open the target sheet. - In the left sidebar, click Patients, then click the patient's name. - In the patient chart sidebar, under Journals, click Food Journal. - In Targets, select Set if there is no target, or Edit if there is one. - If you want a starting point, choose Start from preset. - Enter Calories, Protein, Carbs, and Fat. - If needed, open Optional: Fiber & Sodium targets and enter Fiber or Sodium. - Select Save target. The Targets card updates with the saved values, and the page compares average calories, protein, carbs, and fat with that target. #### How do I hide calories from a patient? In the left sidebar, click Patients, then click the patient's name. In the patient chart sidebar, under Journals, click Food Journal to change whether the patient sees calories in their own journal. 1Hide calories2Save target Use Hide calories from patient (1) to change what the patient sees. Then select Save target (2) to apply it. - In Targets, select Set or Edit. - Turn on Hide calories from patient. The Targets card shows Calories hidden from patient. In the patient portal, calorie counts are hidden from the daily summary and nutrient details, but protein, carbs, and fat stay visible. #### What food journal presets are available? In a patient's Food Journal, use Start from preset when you want a starting point you can adjust before saving. 1Start from preset2Standard3Weight Loss4High Protein5Low Carb6Low Sodium Use Start from preset (1) to open the preset list. Standard (2), Weight Loss (3), High Protein (4), Low Carb (5), and Low Sodium (6) are the available presets in that list. Preset Calories Protein Carbs Fat Other target Standard 2,000 kcal 150 g 250 g 65 g Weight Loss 1,500 kcal 140 g 50 g High Protein 2,200 kcal 200 g 70 g Low Carb 1,800 kcal 160 g 100 g Low Sodium 130 g 260 g Sodium 1,500 mg Choosing a preset fills the target fields. You can change any value before selecting Save target. If you choose a preset after turning on Hide calories from patient, turn Hide calories from patient on again before you select Save target. #### What can't I do here? Food Journal settings and targets have these limits: - Only owners and admins can change the practice-wide Food Journal setting in Settings, and they save that change with Save changes. - In a patient's Food Journal, Save target stays unavailable until Calories has a value. - In a read-only patient chart, Set or Edit in Targets is unavailable. - Custom date ranges on the patient Food Journal page cannot go past today. - If Food Journal is off, opening Food Journal from the patient chart sends you back to Patients, and opening Food Journal in the patient portal sends the patient back to the portal home. #### Common questions #### What does turning on Food Journal include? Turning on Food Journal enables patient meal logging with food item details, clinician daily nutrition analytics, and nutritional target management. #### Where do clinicians review a patient's food journal? In the left sidebar, click Patients, then open the patient and click Food Journal under Journals. The page includes a date range filter, summary cards for Avg Calories, Avg Protein, Avg Carbs, Avg Fat, Compliance, and Logging, a Trends card with Calories, Macros, and Meals, a Targets card, and an Entries section. For the rest of that page, see Food journal and nutrition targets. #### How are target comparisons calculated? Average calories, protein, carbs, and fat are compared with the saved target. Values within 10% of the target show as On target. Compliance counts the days with entries that are within 10% for calories, protein, carbs, and fat. #### Can patients still see protein, carbs, and fat if calories are hidden? Yes. Hide calories from patient hides calorie counts, but protein, carbs, and fat stay visible in the patient's macro summary and nutrient details. #### Where do patients find Food Journal? When Food Journal is on, patients can open Food Journal in the patient portal. The portal home can also show a Food Journal quick link when the feature is available. Food journal entries are not available there while the patient is acting for a dependent. Related guides Food journal and nutrition targetsReview a patient's food journal from the patient chart, set daily nutrition targets, and edit or delete meal entries. Owners and admins can also turn the food journal on or off for the organization.9 min readFinding your way around the patient chartLearn how the Patients page and patient chart fit together, including the chart sidebar, Summary, timeline, Details & Settings, guardians and the authorized person area. Understand why some chart sections depend on role or enabled features, and how owners, admins and staff can bulk archive or restore patients and visits from lists.11 min readTurning features on and offUse this reference to find which setting controls each optional feature, which menu items it shows, and why a feature may not appear for a team member.7 min readRoles, licenses, and permissionsUnderstand how team member roles, invitation status, and your organization’s subscription status affect what a person can do in Ona.9 min read ### Setting up labs and supplements - Help Center URL: https://ona.health/help/setting-up-labs-and-supplements Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Setting up labs and supplements Turn lab and supplement workflows on for your organization, finish optional Junction and Fullscript setup, and manage supplement templates your team can use from patient and visit supplements. Clinic configuration11 min readUpdated October 12, 2026 What you can do here - Turn Labs and Supplements on or off for the whole practice - Finish optional setup for Junction and Fullscript - Create, import, duplicate, retire, restore, and delete supplement templates - Understand where supplement templates appear in patient and visit supplement workflows You’ll need: the Owner or Admin role for dispensary settings. To use the template library, turn on Supplements first. Labs and supplements are managed in Settings under Dispensary. Turn each feature on there, then finish setup with Junction, Fullscript, and the Supplements library as needed. #### How do I turn on Labs? In the left sidebar, click Settings. In the settings menu, under Dispensary, click Labs to turn lab workflows on for the whole practice. 1Settings2Labs Use Settings (1) to open organization settings, then Labs (2) under Dispensary to open lab feature settings. - In the left sidebar, click Settings. In the settings menu, under Dispensary, click Labs. - Turn on Labs. - Select Save changes. - In Complete setup, select Connect Junction if you want to provision lab ordering through Junction. - In Complete setup, select Connect Fullscript if you want to order Fullscript labs from the patient chart. After the setting is saved, lab reports and lab orders appear on patient and visit pages, and lab reports appear in the portal. For ordering steps, see Ordering labs through Junction and Ordering labs through Fullscript. #### How do I turn on Supplements? In the left sidebar, click Settings. In the settings menu, under Dispensary, click Supplements to turn supplement workflows on for the whole practice. 1Settings2Supplements Use Settings (1) to open organization settings, then Supplements (2) under Dispensary to open supplement feature settings. - In the left sidebar, click Settings. In the settings menu, under Dispensary, click Supplements. - Turn on Supplements. - In Complete setup, select Supplement templates if you want reusable protocols your team can chart in one step. - In Complete setup, select Connect Fullscript if you want to recommend supplements through your Fullscript dispensary. After the setting is saved, Ona adds a Supplements page to patients and visits, plus a Supplements charting section. #### How do I connect Junction? In the left sidebar, click Settings. In the settings menu, under Dispensary, click Junction to provision Junction for lab ordering. This page is available after Labs or Supplements is on. 1Check status2Re-run provisioning3Junction messages patients4Environment Use Check status (1) to refresh Junction status after the clinic is provisioned. Use Re-run provisioning (2) if you need to provision again. Use the patient messaging switch (3) to choose whether Junction texts and emails patients about draws and results. Review Environment (4) to see which Junction environment the clinic is in. - In the left sidebar, click Settings. In the settings menu, under Dispensary, click Junction. - If the page shows Not provisioned, select Provision clinic in Junction. - If the page already shows Setup incomplete or Ready, select Check status to refresh the status, or select Re-run provisioning to provision again. - Review Environment, Webhook, Webhook inbox, and Provisioned to check the current setup state. - In Patients, turn Junction messages patients on or off. - If you changed patient messaging, select Save changes. After provisioning, the page shows the clinic's Junction status. If provisioning fails, Ona shows Provisioning failed. #### How do I connect Fullscript? In the left sidebar, click Settings. In the settings menu, under Dispensary, click Fullscript to connect your Fullscript practitioner account. This page is available after Labs or Supplements is on. 1Settings2Fullscript Use Settings (1) to open organization settings, then Fullscript (2) under Dispensary to open the connection page. - In the left sidebar, click Settings. In the settings menu, under Dispensary, click Fullscript. - Select Connect Fullscript. - If your browser blocks the new tab, allow pop-ups for this site and select Connect Fullscript again. - Finish the Fullscript authorization in the new tab. After the connection completes, the page shows Connected. If Fullscript returns it, Ona also shows Practitioner ID. When Fullscript is connected, this admin account can use the Fullscript integration for dispensary workflows. #### How do I reconnect or disconnect Fullscript? In the left sidebar, click Settings. In the settings menu, under Dispensary, click Fullscript when you need to refresh or remove the practitioner connection. 1Reconnect2Disconnect3Practitioner ID Use Reconnect (1) to authorize the account again. Use Disconnect (2) to remove the practitioner connection. If Fullscript returned it, Practitioner ID (3) shows which Fullscript account is connected. - Select Reconnect to authorize the Fullscript account again. - To remove the connection, select Disconnect. - In Disconnect Fullscript?, select Disconnect. When Fullscript is disconnected, dispensary workflows for this admin account stop using that practitioner connection until you connect again. #### How do I create a supplement template? In the left sidebar, click Library. In the Library menu, click Supplements to build reusable supplement groups your team can chart in one step. Supplements must already be enabled. 1Library2Supplements Use Library (1) to open shared library tools, then Supplements (2) to open your supplement templates. 1Template name2When to use3Add supplement4Add the first supplement Use the template name area (1) to name the template. Use When to use (2) for internal guidance on when your team should choose it. Use Add supplement (3) to add another item, or use the empty-template add button (4) when the template is still empty. - In the left sidebar, click Library, then click Supplements. - Select New template. - Enter a name at the top of the sheet. - In When to use, describe when your team should choose the template. This note is internal, shown when choosing a template, and never copied onto a patient's chart. - Select Add supplement. If the template is empty, select Add the first supplement - a product, an ingredient, or anything typed. - Search for an ingredient, brand, or product, or type a custom supplement, then select Add. - Add any dose details, instructions, or note as needed. - Select Create template. The template is saved to your organization's library and can be applied from a patient's Supplements page or the Supplements section in a visit. #### How do I edit, duplicate, retire, restore, or delete a supplement template? In the left sidebar, click Library. In the Library menu, click Supplements to maintain the templates your team applies to charts. 1Template card menu2Edit3Duplicate4Retire5Delete Open the template card menu (1) for template actions. Use Edit (2) to open the template, Duplicate (3) to make a copy, Retire (4) to hide it from the apply picker, and Delete (5) to remove it completely. - To edit a template, open its card or open the template card menu and select Edit. - Make your changes, then select Save. To undo unsaved edits, select Discard. - To copy a template, open the template card menu and select Duplicate. - To hide a template from the apply picker without deleting it, open the template card menu and select Retire. If the template is already retired, open the same menu and select Restore. - To remove a template completely, open the template card menu and select Delete. - In Delete template?, select Delete. A duplicate is created with (Copy) added to its name. Retired templates stay visible on the library page, but they are hidden when someone applies a template. Deleted templates are removed from the library, and supplements already charted from them stay on those patients' charts. #### How do I import a supplement template from the library? In the left sidebar, click Library. In the Library menu, click Supplements to start from guideline-based protocols with cited doses. 1Supplements and doses2Reference3Import4Close Review the supplements and doses list (1) to see what the template includes. Review the reference list (2) to see the cited source. Select Import (3) to copy the template into your organization's library, or Close (4) to leave the preview. - Optional: narrow the library with All, Foundations, Women’s health, Deficiency, Digestive, Clinical, or Sleep & performance. - Select Preview to review the template's supplements, doses, instructions, notes, and references. - Select Import. - Select Open from the card, or Open template from the preview, to edit your imported copy. - Review doses and swap in the products you stock before using the template. Imported templates become part of your organization's supplement templates. If a library template is already imported, the card shows Open and the preview shows Open template instead of another import action. #### What can't I do here? In dispensary settings and the Supplements library, these limits apply: - Only owners and admins can change dispensary settings in Settings. - If both Labs and Supplements are off, opening Junction or Fullscript sends you back to dispensary settings. - If Supplements is off, opening the Supplements library sends you to the Supplements settings page under Dispensary in Settings. - You cannot create or save a supplement template until it has a name and at least one supplement. - You cannot import the same library template twice. After it is imported, use Open or Open template instead. - On archived patients, the Supplements page in the chart and the Supplements section in visits are read-only, so nothing new can be added there. #### Common questions #### Does Fullscript connect for the whole practice or just my account? It connects the Fullscript practitioner account for the admin account that authorizes it. The connection page says when it is connected, this admin account can use the integration, and disconnecting stops dispensary workflows for this admin account until it connects again. #### What do the Junction statuses mean? Server not configured means the deployment does not have Junction credentials and needs Ona support to configure the server. Not provisioned means the clinic has not been provisioned in Junction yet. Setup incomplete means the clinic is provisioned but not fully ready. Ready means Junction is ready for lab ordering. #### Why can't I open the Supplements library? The library page opens only after Supplements is enabled. If Supplements is off, Ona sends you to the Supplements settings page under Dispensary in Settings. #### Can I import the same library template twice? No. Once a library template is already in your organization's templates, the library shows Open on the card and Open template in the preview instead of another import action. #### Where does the team use supplement templates? Templates appear when someone adds supplements from a patient's Supplements page or the Supplements section in a visit. For charting steps, see Adding supplements and using supplement templates and Recommending supplements. Related guides Connecting Junction and FullscriptConnect Fullscript for supplement and lab workflows, and manage Junction setup for lab ordering. Owners and admins can connect or disconnect Fullscript, provision Junction, check readiness, and choose whether Junction messages patients.9 min readOrdering labs through JunctionPlace electronic lab orders from the patient chart, follow each order from requisition to result, share matched orders with patients, and unstick orders that stop updating.7 min readOrdering labs through FullscriptOrder labs from the Fullscript catalog inside the patient chart, and open the results PDF when it comes back.4 min readAdding supplements and using supplement templatesAdd supplements to a patient chart, apply reusable supplement templates, and manage supplement template catalog rows and starter library imports.7 min readRecommending supplementsRecommend supplements through Fullscript from the patient chart, and keep every recommendation on the record.4 min read ### Two-step verification - Help Center URL: https://ona.health/help/two-step-verification Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Two-step verification Set up a 6-digit authenticator code for your Ona sign-in, keep a backup, and learn how owners and admins can reset it for locked-out team members. Your account7 min readUpdated October 13, 2026 What you can do here - Turn on two-step verification for your own account - Set up an authenticator app and keep a working backup - Know what changes the next time you sign in - Remove your authenticator if you no longer want to use it - Reset two-step verification for a locked-out team member, if you are an owner or admin You’ll need: an authenticator app on your phone or in your password manager. To reset another team member's two-step verification, you need the Owner or Admin role. Two-step verification lives under Settings → Security. In the left sidebar, click Settings (at the bottom). In the settings menu, under General, click Security. It asks for a 6-digit code from an authenticator app in addition to your usual sign-in. Two-step verification is per person. You turn it on for your own account. Owners and admins cannot turn it on for someone else, but they can reset it if a team member is locked out. #### How do I turn on two-step verification? In Settings → Security, add an authenticator app to your own account. The Two-step verification section shows Not enabled until setup is complete. 1Settings2Security Use Settings (1) in the left sidebar and Security (2) in the settings menu to get to this page. 1Status2Set up Use Status (1) to see whether two-step verification is Not enabled or Enabled, and Set up (2) to start adding an authenticator app. - In the left sidebar, click Settings (at the bottom). In the settings menu, under General, click Security. - In Two-step verification, select Set up. - If Ona asks you to confirm it is you, enter your password, or select Confirm with Google or Confirm with Apple. - Scan the QR code with an authenticator app such as Google Authenticator, 1Password or Authy. If you cannot scan it, select Can't scan the code? and enter the setup key in your app instead. - Select I've scanned it. - Enter the 6-digit code from the app, then use Name this authenticator to give it a recognizable name. - Select Turn on two-step verification. The section changes to Enabled, and Ona asks for a code from that app the next time you sign in. #### How do I set up a backup authenticator? In the left sidebar, click Settings (at the bottom). In the settings menu, under General, click Security. Set up your backup while the QR code is still on screen in Settings → Security. Scan the same QR code into a second app or device, such as your phone and your password manager. There is no separate action to add another authenticator later. The practical way to keep a backup is to scan the same setup code into more than one place during setup. Both apps generate the same 6-digit codes. If you already finished setup without a backup, remove the authenticator and set up two-step verification again. Scan the new QR code into both places before selecting I've scanned it. #### Why does two-step verification say Unavailable? In the left sidebar, click Settings (at the bottom). In the settings menu, under General, click Security. In Settings → Security, Unavailable means your email address has not been verified yet. Ona can only turn on two-step verification after your email address is confirmed. 1Current status2Set up two-step verification Use Current status (1) to see that two-step verification is Unavailable, and Set up two-step verification (2) is the control you use after your email is confirmed. - In the warning alert, select Send verification email. - Open the verification email and confirm your address. - Return to Security and set up two-step verification. After your email is confirmed, the section is ready for setup. #### What happens when I sign in after turning it on? After two-step verification is enabled in Settings → Security (in the left sidebar, click Settings at the bottom, then under General, click Security), sign in with your usual method first. Then enter the 6-digit code from your authenticator app. Authenticator apps generate a fresh code every 30 seconds. If a code is rejected, wait for the next code and try again. #### How do I turn off two-step verification? In the left sidebar, click Settings (at the bottom). In the settings menu, under General, click Security. Use Settings → Security to remove your authenticator. Removing your only authenticator turns two-step verification off for your account. - In Two-step verification, select Remove next to the authenticator. - Review the confirmation message. - Select Remove. After removal, you sign in with your usual sign-in method again. Removing an authenticator can sign you out; if that happens, sign back in. #### How does an owner or admin reset two-step verification for a team member? Owners and admins can reset a locked-out team member from Settings → Team Members. In the left sidebar, click Settings (at the bottom). In the settings menu, under General, click Team Members. Then select the team member, open Personal info, and use the Two-step verification section to reset it. Resetting clears the member's existing authenticator so they can set up a new one. 1Settings2Team Members Use Settings (1) in the left sidebar and Team Members (2) in the settings menu to get to the members page. 1Personal info2Two-step verification3Manage in your settings Use Personal info (1) to open the member profile, Two-step verification (2) to reach the reset area, and Manage in your settings (3) when this is your own account. - Select the team member. - Open Personal info. - In Two-step verification, select Reset. - Follow the confirmation prompt. The team member's old authenticator is cleared. They can set up two-step verification again from Security after they sign in. #### What can't I do here? In the left sidebar, click Settings (at the bottom). In the settings menu, under General, click Security. Access and actions are limited in these ways: - You cannot turn on two-step verification for another team member. Each person sets it up for their own account. - Staff and clinicians cannot reset another team member's two-step verification. Only owners and admins can do that. - You cannot add a second authenticator later from Settings → Security. Scan the setup code into a backup app during setup instead. - You cannot turn on two-step verification until your email address is confirmed. - If you are locked out of your own account, ask an owner or admin to reset two-step verification for you. #### Common questions #### Do I need an authenticator app? Yes. Two-step verification uses 6-digit codes from an authenticator app. #### Which authenticator apps work? Apps such as Google Authenticator, 1Password and Authy work. You can use any authenticator app that supports 6-digit codes. #### Can an owner or admin require everyone to use two-step verification? This article covers the personal two-step verification setting. Each team member turns it on for their own account in Settings → Security: in the left sidebar, click Settings (at the bottom), then under General, click Security. #### What should I do if I lose my phone? Use your backup authenticator if you scanned the QR code into one during setup. If you do not have a backup, ask an owner or admin to reset two-step verification for your account. #### Where can I learn about team member access? See Inviting your team & roles and Roles, licences, and permissions. Related guides Inviting your teamInvite colleagues to your organization, choose their roles, manage expired invitations, and update team member profiles from Team Members.7 min readRoles, licenses, and permissionsUnderstand how team member roles, invitation status, and your organization’s subscription status affect what a person can do in Ona.9 min readSigning in and resetting your passwordSign in to Ona, create an account when you are invited, verify your email, accept a team invitation, and reset a forgotten password.6 min read ### Signing in and resetting your password - Help Center URL: https://ona.health/help/signing-in-and-password-resets Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Signing in and resetting your password Sign in to Ona, create an account when you are invited, verify your email, accept a team invitation, and reset a forgotten password. Your account6 min readUpdated October 15, 2026 What you can do here - Sign in with email and password, Google or Apple - Create an account when Ona or an invitation asks you to - Verify your email address so account setup can continue - Accept a team invitation sent by your practice - Reset a forgotten password from the sign-in screen - Complete two-step verification when your account requires it You’ll need: access to the email address for your Ona account. Use your organization's Ona sign-in page to access your account. If you were invited to join a practice, start from the invitation link so Ona can connect your account to the correct organization. #### How do I sign in to Ona? Open your organization's Ona sign-in page. You can sign in with email and password, Google or Apple. - Open your organization's Ona sign-in page. - Select Google or Apple, or enter your Email and Password. - If you use email and password, select Sign in. - If Ona asks for two-step verification, enter the 6-digit code from your authenticator app and select Verify. Ona opens your account after sign-in. If you were trying to open a specific page, Ona returns you there when that sign-in flow supports it. If you see You were logged out due to inactivity, sign in again. Ona signs out inactive sessions to protect patient data. #### How do I create an Ona account? Open the Ona sign-up page when an invitation or account setup flow asks you to. You can create an account with Google, Apple, or email and password. - Open the Ona sign-up page from the prompt or invitation link. - For email and password, use a password with at least 12 characters, uppercase and lowercase letters, a number, and a symbol. - Check I agree to the Terms of Service and Privacy Policy. - Select Create account. If you create an account with email and password, Ona sends a verification email before you continue. Google and Apple sign-up continue through the provider's sign-in flow. When a team invitation leads to a hidden Apple email account, Ona may first ask How are you joining?. Choose I'm a patient if you are setting up a patient account, or I'm a practitioner if you are joining the practice. Practitioners are then asked to open their invitation email. #### How do I verify my email address? On the Ona Check your email screen, verify your email after email-and-password sign-up, and when an invitation needs a verified address. The verification email is sent automatically. - Keep the Ona Check your email screen open. - Open the verification email sent to your account address. - Select the verification link in the email. - If the browser opens the link in another tab, that tab can finish verification and the screen you started on continues right away. When verification succeeds, the confirm screen shows Email verified and continues automatically. On practice domains, the button uses your organization name instead of Ona; if another tab already handled verification, it can change to Continue here instead. If the Check your email screen is still open, it waits for verification and then carries on. If the email does not arrive, select Resend email or Resend verification email, depending on the screen you are on. #### How do I reset my password? From the Ona sign-in page, reset your password if you use email and password. If your account was created with Google or Apple, use that provider instead. - Open your organization's Ona sign-in page and select Forgot password?. - Enter your Email. - Select Send reset link. - Open the reset email and follow the link to set a new password. After Ona sends the reset email, the screen shows Check your email. If it does not appear within a few minutes, check your spam folder. #### How do I accept a team invitation? Open the invitation link from your practice to connect your account to that organization. The invitation is tied to the email address it was sent to, but Apple private relay addresses can be accepted on the invitation token alone. - Open the invitation link. - Choose Sign in if you already have an account, or Create account if you need one. - Sign in or create the account using the invited email address. If Ona finds a hidden Apple email during a non-patient invitation flow, it may show How are you joining? first. - If Ona asks you to verify your email, open the verification email and complete verification. If you open it in another tab, the invitation screen can continue as soon as verification finishes. - Select Accept invitation if Ona shows the signed-in account card. - Select Go to dashboard when Ona shows You're in. If Ona shows How are you joining?, choose I'm a patient to continue as a patient or I'm a practitioner to continue as a practitioner. Practitioners then see Open your invitation email, and can use Back to return to the choice screen. If you are signed in with a different email address, Ona shows Different email address. Select Sign out and use different account, then sign in with the invited address. #### What can't I do here? Ona limits sign-in and account setup in these ways: - You cannot accept a team invitation with a different email address than the one invited, except for Apple private relay invitations that are accepted on the token alone. - You cannot create an email-and-password account until the password meets the requirements and the terms checkbox is selected. - You cannot skip email verification when Ona requires it before continuing. - You cannot continue with an expired, invalid, or missing verification link. From the Check your email screen, request a new email. - You cannot sign in with a different method than the one used to create the account. If Ona points you to Google, Apple, or email and password, use that method. - You cannot bypass two-step verification when it is enabled on your account. #### Common questions #### Why does Ona tell me to use Google or Apple? Your account is tied to the sign-in method used when it was created. If Ona says the email is registered with a different method, use that original method to sign in. #### What if my verification link expired? From the Ona Check your email screen, select Resend email or Resend verification email. Use the new link from the latest email, or return to the tab that was already waiting if another tab finished verification first. #### Why do I see a two-step verification screen? Your account has two-step verification enabled. Enter the current 6-digit code from your authenticator app. See Two-step verification for how to set it up. #### What if I am signed in as the wrong person on an invitation? Select Sign out and use different account on the invitation screen. If you are using Apple private relay and Ona shows the hidden-email flow, choose I'm a practitioner or I'm a patient instead of switching accounts. If you open the verification email in another tab, the original invitation tab can continue as soon as verification finishes. #### Can I reset a Google or Apple password in Ona? No. Ona's password reset is for email-and-password accounts. If you use Google or Apple, reset the password with that provider. Related guides Two-step verificationSet up a 6-digit authenticator code for your Ona sign-in, keep a backup, and learn how owners and admins can reset it for locked-out team members.7 min readInviting your teamInvite colleagues to your organization, choose their roles, manage expired invitations, and update team member profiles from Team Members.7 min readRoles, licenses, and permissionsUnderstand how team member roles, invitation status, and your organization’s subscription status affect what a person can do in Ona.9 min readYour profile and signatureUpdate your own profile, provider identifiers, signature and member card from My Profile. Owners and admins can also update organization logo, icon, branding, contact settings, opening hours, locations and rooms.9 min read ### Your profile and signature - Help Center URL: https://ona.health/help/your-profile-and-signature Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Your profile and signature Update your own profile, provider identifiers, signature and member card from My Profile. Owners and admins can also update organization logo, icon, branding, contact settings, opening hours, locations and rooms. Your account9 min readUpdated October 19, 2026 What you can do here - Update your profile photo, display name, contact details and address - Add practice details, NPI, taxonomy codes and your handwritten signature - Preview and share your member card - For owners and admins, update organization logo, icon, branding, contact details, opening hours, locations and rooms You’ll need: your Ona account. Owners and admins can also manage organization settings and locations. Your own profile is in Settings → My Profile. It includes how you appear in Ona, the practice details shown from your profile, and the signature used on documents you sign. #### How do I update my profile? Use Settings → My Profile to update your own personal and professional details. 1Settings2My Profile Use Settings (1) in the left sidebar, then My Profile (2) in the settings menu. 1Your profile2Personal details3Contact4Practice5Billing identifiers Use Your profile (1) for your photo and display name, Personal details (2) for your legal name, date of birth and gender, Contact (3) for your phone and read-only email, Practice (4) for credentials, specialty and bio, and Billing identifiers (5) for your NPI and taxonomy codes. - In the left sidebar, click Settings. In the settings menu, click My Profile. - In Your profile, add or remove your Profile photo. Profile images must be under 5 MB. - Enter your Display Name. This is required and cannot be blank. - In Personal details, update your legal name, date of birth and gender. - In Contact, update your Phone if needed. Your Email is read-only because it is your sign-in address. - In Address and Practice, add the details you want kept on your profile. - Select Save changes in the save dock. Your changes are saved to your profile. Select Discard in the save dock if you want to return to the last saved version before saving. #### How do I update my NPI and taxonomy codes? Use Settings → My Profile to keep the provider identifiers used on rendered claims current. 1NPI2Taxonomy codes Use NPI (1) for your Type 1 individual NPI, and Taxonomy codes (2) for the codes you bill with, in priority order. - On the same page, go to Billing identifiers. - Enter your NPI. This is your Type 1 individual NPI and is checked against the NPPES registry as you type. - Add Taxonomy codes in priority order, with the code you bill with first. - Select Save changes. These identifiers are sent on the claims you render. #### How do I add or change my signature? Use Settings → My Profile to manage the handwritten signature applied to documents you sign. 1Signature2Upload3Draw Use Signature (1) to manage your handwritten signature, then choose Upload (2) or Draw (3) to add or change it. - On the same page, go to Signature. - Add, change or remove your handwritten signature. Your signature change is submitted when you select Save changes. If you change your mind before saving, select Discard. #### How do I preview and share my member card? Use Settings → My Profile to preview your credential card before you share it. 1Card preview2Sharing control Use Card preview (1) to review the front and back of the card, and the sharing control (2) to share your credential card. - On the same page, go to Member card. - Review the card preview. It updates as you edit your display name, credentials, specialty, bio, photo, phone and NPI. - Click the card to flip between the front and back. - Use the sharing control in Member card to share your credential card. The preview card's front shows your display name, credentials, specialty, member ID and issue year. The back can show your bio, email, phone, NPI and organization name. For more detail, see Sharing your member ID card. #### How do owners and admins update organization settings? Use Settings → Organization to update the clinic's logo, icon, branding, public contact details and opening hours. 1Settings2Organization Use Settings (1) in the left sidebar, then Organization (2) in the settings menu. The Organization settings page shows contact and location fields, opening hours, timezone and branding options. - In the left sidebar, click Settings. In the settings menu, click Organization. - In Contact, update the clinic Phone number, Contact email, Website and Address. - In Opening hours, choose the Timezone used for the clinic's hours. - Turn each day on or off. For open days, set the from and to times. Opening hours are read in the clinic's timezone. For open days, closing time must be after opening time before you can save. #### How do owners and admins add a location or room? Use Settings → Locations to manage physical sites and the rooms on each site. The Locations settings page shows site cards with nested rooms, room counts, and actions to add, edit or delete locations. - In the left sidebar, click Settings. In the settings menu, click Locations. - Select Add location. - Enter the location Name. Names can be up to 100 characters. - Add the site Phone and Address if needed. - Add Facility NPI and Taxonomy code if the site should populate CMS-1500 service facility fields. - In Rooms, select Add a room or Add another room to create rooms with the new site. - Save the new location. The new site appears in the locations list. Rooms appear on the site card they belong to. The New Location panel shows fields for name, phone, address, CMS-1500 service facility identifiers and rooms. You can also open an existing site card and select Add room or Add the first room to add rooms directly from the site card. #### How do owners and admins edit or delete locations and rooms? Use Settings → Locations to maintain existing sites and rooms. 1Collapse site2Edit location3Delete location4Add room Use Collapse site (1) to hide or show the rooms under a site, Edit location (2) to change the site details, Delete location (3) to remove the site, and Add room (4) to add a room to that site. - On the same page, find the site or room in the locations list. - For a site, select Edit location. For a room, select the room's Edit room action. - Change the Name, Phone or Address. For sites, you can also change Facility NPI and Taxonomy code. - Select Save. - To remove a site or room, select its delete action. - In the confirmation dialog, select Delete. Deleting a room permanently removes that room from the organization. Deleting a location that contains rooms also removes all of its rooms, and this action cannot be undone. #### What can't I do here? In Settings, open My Profile, Organization or Locations to see these limits: - You cannot edit your sign-in Email from My Profile. - Display Name is required. - Profile images must be valid images under 5 MB. The page asks for JPG, PNG or WebP. - Staff and clinicians cannot manage Organization or Locations unless they also hold an owner or admin role. - Organization settings cannot be saved when a phone number or contact email is invalid, when an open day's closing time is not after its opening time, or when the brand background is too dark. - Location and room names are required and can be up to 100 characters. - Location Facility NPI must be a valid 10-digit NPI when entered. - Location Taxonomy code must be a valid 10-character NUCC taxonomy code when entered. #### Common questions #### Can I change my sign-in email from My Profile? No. In Settings → My Profile, Email is read-only and is shown as your sign-in address. #### What is the difference between my NPI and a location Facility NPI? Your NPI in Settings → My Profile is your Type 1 individual NPI. A location Facility NPI is for the service facility on claims for that site. #### Which taxonomy code is used on claims? In Settings → My Profile, Taxonomy codes are saved in priority order. The first code is the one billed on claims. #### Why can't I save organization opening hours? In Settings → Organization, a day with hours must close after it opens. Fix any day where the closing time is the same as or earlier than the opening time, then select Save changes. #### What happens if I delete a location that has rooms? In Settings → Locations, Ona warns you that the location contains rooms. If you select Delete, the location and all of its rooms are permanently removed. Related guides Your NPI and individual insurance detailsAdd or update the rendering provider NPI used for your insurance claims. Clinicians manage their own NPI, while owners and admins manage organization insurance setup from Insurance settings.5 min readSharing your member ID cardPublish your member ID card as a public link, copy the link, save a card photo, or rotate the link when you need a new address.5 min readWorking across multiple locationsSet up organization contact details, physical sites, rooms and your provider profile for a multi-location practice. Learn what belongs in Organization, Locations and My Profile.9 min readRoles, licenses, and permissionsUnderstand how team member roles, invitation status, and your organization’s subscription status affect what a person can do in Ona.9 min read ### Your NPI and individual insurance details - Help Center URL: https://ona.health/help/your-npi-and-insurance-details Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Your NPI and individual insurance details Add or update the rendering provider NPI used for your insurance claims. Clinicians manage their own NPI, while owners and admins manage organization insurance setup from Insurance settings. Your account5 min readUpdated October 13, 2026 What you can do here - Add or update your individual rendering provider NPI for insurance claims - Understand why clinicians and admins see different Insurance settings - Know when to ask an owner or admin to update organization-wide insurance setup You’ll need: the Clinician role to manage your own rendering NPI, or the Owner or Admin role to manage organization insurance settings. Insurance details are managed in Settings → Insurance. In the left sidebar, click Settings (1) at the bottom. In the settings menu, under Insurance, click Insurance (2). Clinicians see their own My rendering NPI page with a save bar. Owners and admins see the organization-wide insurance setup used for claims. 1Settings2Insurance #### How do I update my rendering provider NPI? In Settings → Insurance, use your My rendering NPI page to enter the NPI that identifies you as the rendering provider on insurance claims. In the left sidebar, click Settings (at the bottom). In the settings menu, under Insurance, click Insurance to open your My rendering NPI page. This page is the clinician view when you do not have the Owner or Admin role, and it includes a save bar. - In the left sidebar, click Settings (at the bottom). In the settings menu, under Insurance, click Insurance. - Enter your rendering provider NPI. - Use the save bar to save your change. The save bar appears when you edit the NPI. It shows Enter your NPI to save when the field is empty, Enter a valid 10-digit NPI when the NPI is not valid, and Unsaved NPI changes when the change is ready to save. Your rendering NPI is updated on your member record after it saves. #### How do owners and admins manage insurance setup? In Settings → Insurance, owners and admins use the organization-wide insurance setup page to manage the insurance flow and billing provider details used on claims. In the left sidebar, click Settings (at the bottom). In the settings menu, under Insurance, click Insurance. Owners and admins use this page to manage the insurance flow and the billing provider details used on claims. 1Insurance flow2Patient intake3Billing provider details4Team rendering NPIs From this page, owners and admins can: - Enable Insurance flow (1) for the organization. - In Patient intake (2), turn on Require insurance when patients must add at least one plan before finishing intake. - Complete the Billing provider details (3) used for claims. - Manage Team rendering NPIs (4). Flow settings, billing provider details, and team rendering NPI edits stay unsaved until you use the save bar. The billing provider legal name is limited to 60 characters, and surrounding spaces are ignored. Invalid billing details or team rendering NPIs must be fixed before saving. If a save fails, Ona shows Couldn't save and leaves the failed parts as unsaved edits so you can try again. For the full organization setup workflow, see Setting up insurance. #### Why do clinicians and admins see different Insurance settings? In Settings → Insurance, the page changes based on your role. In the left sidebar, click Settings (at the bottom). In the settings menu, under Insurance, click Insurance. Clinicians who are not owners or admins see their own My rendering NPI page and save bar. Owners and admins see the organization-wide insurance setup, including patient intake insurance requirements and billing provider details. If you are both a clinician and an owner or admin, the organization setup view takes priority. #### What can't I do here? In Settings → Insurance, access is limited by role. In the left sidebar, click Settings (at the bottom). In the settings menu, under Insurance, click Insurance. Access is limited by role: - Clinicians who are not owners or admins can manage their own individual billing NPI, but they cannot manage organization-wide insurance configuration from this page. - Clinicians cannot save an empty NPI or an NPI that is not a valid 10-digit NPI. - Only owners and admins can manage the organization insurance flow and billing provider details. - Owners and admins cannot save a billing provider legal name that is longer than 60 characters, and surrounding spaces do not count. #### Common questions #### What is my rendering provider NPI used for? It identifies you as the rendering provider for insurance claims that need your individual NPI. #### Why don't I see the insurance flow settings? You may be signed in with the Clinician role only. Clinicians see the My rendering NPI page unless they also have the Owner or Admin role. #### Who can change organization insurance settings? In the left sidebar, click Settings (at the bottom). In the settings menu, under Insurance, click Insurance. Owners and admins can change the organization insurance flow, patient intake insurance requirement, billing provider details and team rendering NPIs. #### Do changes save automatically? No. The owner and admin insurance setup page uses the save bar for flow settings, billing provider details, and team rendering NPIs. The clinician individual NPI page also uses the save bar and shows Unsaved NPI changes until your rendering NPI is saved. #### What should I do if organization insurance settings will not save? Check that the billing provider details are complete and that the legal name is 60 characters or fewer, then try again. If the insurance flow setting will not save, make sure a clearinghouse is selected before trying again. Related guides Setting up insuranceTurn on insurance features, choose whether patients must add insurance during intake and card photos, and enter the billing provider and rendering NPI details used on claims.7 min readPayer enrollmentSend payer enrollment requests from Insurance settings, choose whether the payer credentials the practice or one clinician, and complete clearinghouse tasks when action is required.7 min readSetting up your clearinghouseChoose the clearinghouse your organization uses for insurance transactions, connect Claim.MD when needed, and understand what changes when you switch clearinghouses.5 min readWorking the claims queueUse the claims queue to find, filter, submit, review and follow up on insurance claims. Learn how payer statuses, workflow buckets, claim details, alerts, history and versions fit together.11 min readRoles, licenses, and permissionsUnderstand how team member roles, invitation status, and your organization’s subscription status affect what a person can do in Ona.9 min read ### Syncing with Google Calendar - Help Center URL: https://ona.health/help/syncing-with-google-calendar Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Syncing with Google Calendar Connect your personal Google Calendar so Ona can read busy times and write scheduled visits to Google. Owners and admins can also manage clinic-wide privacy settings for Google Calendar sync. Your account9 min readUpdated October 13, 2026 What you can do here - Connect your personal Google Calendar to Ona - Let Ona read busy and free times from Google so those times block booking - Write scheduled Ona visits to a Google calendar - Run Sync now, reconnect, or disconnect your Google Calendar - Review the clinic's Google Calendar privacy settings You’ll need: your Ona account and access to the Google account you want to connect. Google Calendar sync is managed in Settings → Calendar Sync. In the left sidebar, click Settings (at the bottom). In the settings menu, under General, click Calendar Sync. Use Settings (1) in the left sidebar to open the settings area, then Calendar Sync (2) under General to reach this page. The connection is personal: each team member connects their own Google account. When connected, Ona reads only busy and free times from your Google calendars. Busy times appear as grey blocks on your Ona calendar, and patients cannot book those times. Scheduled Ona visits are written to a calendar in your Google account. Your other Google calendars are never modified. #### How do I connect Google Calendar? In the left sidebar, click Settings (at the bottom). In the settings menu, under General, click Calendar Sync to connect the Google account whose busy times should block your Ona schedule. 1Settings2Calendar Sync 1Connect Google Calendar - In the left sidebar, click Settings (at the bottom). In the settings menu, under General, click Calendar Sync. - In the Google Calendar card, select Connect Google Calendar. - Complete the Google consent screen in the tab that opens. - Return to Ona after Google finishes the connection. Use Connect Google Calendar (1) on the Google Calendar card to start the connection. Ona starts importing your busy times. Your scheduled Ona visits appear in Google shortly after the connection completes. If your browser blocks the Google tab, select Allow pop-ups for this site. and then select Connect Google Calendar again. #### What syncs between Ona and Google Calendar? On Calendar Sync, reached from Settings at the bottom of the left sidebar under General, the Google Calendar card explains what Ona sends and receives. 1Into Ona2Out of Ona Use Into Ona (1) to see what Ona reads from Google: busy and free times only. Use Out of Ona (2) to see what Ona writes back: scheduled visits to a Google calendar in your account. Ona reads only busy and free times from your Google calendars. Event titles, guests, locations and descriptions are never imported. Busy times show as grey blocks on your Ona calendar and block patient booking. Google events marked Free do not block bookings; tentative events do. Scheduled visits are written to a new calendar in your Google account. The calendar appears in the connection card under Visits are written to. Your other Google calendars are never modified. Whether patient names appear in Google event titles depends on your clinic's privacy setting. If patient names are off, visit titles use patient initials only. If patient names are on, visit titles include the patient's full name. #### How do I check my Google Calendar sync status? In the left sidebar, click Settings (at the bottom). In the settings menu, under General, click Calendar Sync to see which Google account is connected and when Ona last synced. 1Connection status2Google Calendar card3Connect Google Calendar Use Connection status (1) to see whether the connection is not connected, connecting, syncing, connected, needs attention, or failing. Use the Google Calendar card (2) to review the connected account and sync details, and use Connect Google Calendar (3) when you need to start a new connection. - Look at the status on the Google Calendar card. - Review Google account, Visits are written to, Reading busy time from and Last synced. The card may show Not connected, Connecting…, First sync in progress…, Syncing…, Connected, Reconnect needed or Sync failing. If the card says Reconnect needed, Ona can no longer read your calendar because access was revoked or permissions changed. Your last known busy times still block bookings, but they stop updating until you reconnect. #### How do I sync Google Calendar again? In the left sidebar, click Settings (at the bottom). In the settings menu, under General, click Calendar Sync when you want Ona to refresh your busy times from Google. - In the Google Calendar card, select Sync now. - Wait while the button shows Syncing…. When the sync finishes, Ona updates your calendar. If the sync fails, Ona shows Sync failed with the error Google returned when one is available. #### How do I reconnect Google Calendar? In the left sidebar, click Settings (at the bottom). In the settings menu, under General, click Calendar Sync when Ona says Google access needs attention, or when you want to change the Google account connection. - In the Google Calendar card, select Reconnect. Ona refreshes the connection and starts importing busy times again. #### How do I disconnect Google Calendar? In the left sidebar, click Settings (at the bottom). In the settings menu, under General, click Calendar Sync when Google busy times should no longer block your Ona schedule. - In the Google Calendar card, select Disconnect. - In Disconnect Google Calendar?, review what will happen. - Select Disconnect. Busy times from Google disappear from your Ona calendar, and those hours become bookable by patients again. Visits already written to your Google calendar stay there. #### How do owners and admins manage Google Calendar privacy settings? Owners and admins can set clinic-wide Google Calendar rules in Settings → Calendar Sync. Team members who can open the page can view these settings, but only owners and admins can change them. 1Sync visits to Google Calendar2Include patient names in Google events Use Sync visits to Google Calendar (1) to turn clinic-wide visit sync on or off. Use Include patient names in Google events (2) to choose whether Google event titles show full patient names or initials. - In Privacy settings, turn Sync visits to Google Calendar on or off. - Turn Include patient names in Google events on or off. - Select Save changes in the dock. When Sync visits to Google Calendar is on, visits are written to connected members' Google calendars. When it is off, connected members still have Google busy times read into Ona, but scheduled visits are not written to Google. Ona shows a warning that visits aren't being written to Google while this setting is off. When Include patient names in Google events is on, the patient's full name appears in the Google event title. When it is turned off, existing future events are rewritten to use initials. Patient names leave Ona when this is on Full patient names are stored by Google on every connected member's account when Include patient names in Google events is enabled. Confirm your clinic's BAA and privacy notice cover this before leaving it on. #### What can't I do here? On Calendar Sync, reached from Settings at the bottom of the left sidebar under General, Google Calendar sync has these limits: - The Google Calendar card is for your personal calendar connection. - Staff and clinicians can view the clinic's Google Calendar privacy settings, but only owners and admins can change them. - When clinic-wide visit sync is off, visits are not written to members' Google calendars, and Ona shows a warning that visits aren't being written to Google. - Disconnecting removes Google busy times from Ona, but visits already written to Google stay there. - Ona does not import Google event titles, guests, locations or descriptions. #### Common questions #### Does Ona read my Google event details? No. Ona reads only busy and free times. It does not import event titles, guests, locations or descriptions. #### Why do some Google events not block booking? Google events marked Free do not block bookings. Tentative events do block bookings. #### Where do Ona visits appear in Google? Scheduled visits are written to the calendar shown under Visits are written to in the Google Calendar card. #### What happens if I decline access at Google? Ona cancels the connection and nothing is connected. Select Connect Google Calendar again if you want to try again. #### Why does Ona say I need to reconnect? Ona shows Reconnect needed when it can no longer read your calendar because access was revoked or permissions changed. Select Reconnect to restore the connection. Related guides Calendars and availabilityView personal and team schedules, edit availability, add date overrides, set booking rules and block time from Calendar or Calendars.12 min readBlocking time and recurring eventsBlock unavailable time on your calendar, make blocks repeat, and update or delete blocked time when your schedule changes.8 min readBooking an appointment for a patientBook a patient appointment from My Calendar or the team Calendars page. Booking creates a visit that appears on the calendar.6 min readYour website and online booking pageSet your practice logo, publish your welcome page, turn on online booking, and copy the public links from Settings.9 min read ### Sharing your member ID card - Help Center URL: https://ona.health/help/sharing-your-member-id-card Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Sharing your member ID card Publish your member ID card as a public link, copy the link, save a card photo, or rotate the link when you need a new address. Your account5 min readUpdated September 28, 2026 What you can do here - Turn on a public link for your member ID card - Copy the link to share your card outside Ona - Save a photo of the card - Rotate the link when an old link should stop working You’ll need: the Owner, Admin or Clinician role. Your member ID card sharing controls are in settings, directly under the card preview. The public link shows your shared credential card to anyone who has the link. #### How do I turn on a public link for my member ID card? In the left sidebar, click Settings (at the bottom). In the settings menu, under General, click My Profile if you are an owner or admin, or Profile if you are a clinician. The sharing controls sit directly below the card. 1Settings2My Profile 1Public link2Sharing note - Find Public link under your member ID card. - Turn on Public link. Ona publishes the card and shows a link row below the switch. Anyone with the link can view this card. Changes take effect within a minute. #### How do I copy my member ID card link? In the left sidebar, click Settings (at the bottom). In the settings menu, under General, click My Profile if you are an owner or admin, or Profile if you are a clinician. Copying is available after Public link is turned on. 1Public link - Turn on Public link if it is not already on. - Select the copy button in the link row. Ona copies the full public URL. Anyone with that link can view your card. #### How do I save a photo of my member ID card? In the left sidebar, click Settings (at the bottom). In the settings menu, under General, click My Profile if you are an owner or admin, or Profile if you are a clinician. Save photo appears after Public link is turned on. - Select Save photo. Ona downloads an image of your card. The file name uses your display name when available. #### How do I rotate my member ID card link? In the left sidebar, click Settings (at the bottom). In the settings menu, under General, click My Profile if you are an owner or admin, or Profile if you are a clinician. Rotate the link when a shared card link should no longer be used. 1Member card2Public link - Select Rotate link. - Read the confirmation message. - Select Rotate link to create a new address, or Keep current link to cancel. Your card moves to a brand new address. Every copy of the old link stops working permanently, including links in emails, printed cards and QR codes. The old link may keep resolving for up to a minute while caches expire, and this cannot be undone. #### How do I stop sharing my member ID card? In the left sidebar, click Settings (at the bottom). In the settings menu, under General, click My Profile if you are an owner or admin, or Profile if you are a clinician. Use Public link to unpublish the shared card. - Turn off Public link. Ona unpublishes the card. Changes take effect within a minute. #### What does someone see when they open the public member ID card? When someone opens your public member ID card link, they see your shared credential card on a public page. The card can be flipped, and on devices that support it, tilted. #### What can't I do here? Member ID card sharing has these limits: - People with the link can view the card without signing in. - Rotating a link cannot be undone. Old links stop working permanently after the change takes effect. #### Common questions #### Who can view my public member ID card? Anyone with the link can view the card. The sharing control states, “Anyone with the link can view this card.” #### How fast does turning off or rotating the link take effect? Changes take effect within a minute. During that time, an old link may still resolve while caches expire. #### Does rotating the link update places where I already shared it? No. Rotating creates a brand new address. Links already sent by email, printed on cards or encoded in QR codes stop working permanently, so replace those copies with the new link. #### What happens if copying the link fails? Ona shows Couldn't copy link and asks you to try again. Your card link is unchanged. Related guides Your NPI and individual insurance detailsAdd or update the rendering provider NPI used for your insurance claims. Clinicians manage their own NPI, while owners and admins manage organization insurance setup from Insurance settings.5 min readYour website and online booking pageSet your practice logo, publish your welcome page, turn on online booking, and copy the public links from Settings.9 min readRoles, licenses, and permissionsUnderstand how team member roles, invitation status, and your organization’s subscription status affect what a person can do in Ona.9 min read ### Your dashboard - Help Center URL: https://ona.health/help/your-dashboard Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Your dashboard Use Dashboard to see your day, change the reporting range for dashboard widgets, and customize the widgets shown on your desktop home page. Your day7 min readUpdated October 19, 2026 What you can do here - Review your schedule, work queues and practice activity from Dashboard - Change the dashboard time range for widgets that report counts or trends - Customize your desktop dashboard by adding, moving, resizing and removing widgets - Use the mobile dashboard to find upcoming visits, live visits and recent past visits You’ll need: any clinic member role: Owner, Admin, Staff or Doctor. Your dashboard is the first page at Dashboard. On desktop, it is a customizable widget grid. On mobile, it focuses on your visit schedule so the next visit is easy to find. #### How do I read my dashboard? In the left sidebar, click Dashboard to get a quick view of the work that matters to your role. The dashboard greeting uses your display name (1), the date at the top shows today’s date, Dashboard range (2) changes the reporting window, Customize layout (3) opens edit mode, and Dashboard widgets (4) show your schedule area. 1Dated greeting2Dashboard range3Customize layout4Dashboard widgets Widgets are role- and feature-aware, so your dashboard may not match another teammate’s. Owners and admins see the administrative dashboard surface. Staff see the operational dashboard surface with Needs Verification in the default desktop layout. Clinicians see the clinician dashboard surface. Some widgets report activity over a time range, such as patients, visits, forms, consents or interviews. Other widgets focus on current work, such as the calendar, notifications or My Tasks, and may ignore the dashboard range. When the Birthdays widget shows birthdays today, use Send wishes or open the widget and select Send birthday wishes to send birthday wishes to those patients' inboxes. #### How do I change the dashboard time range? On the same page, use the range control at the top of Dashboard when you want count and trend widgets to show a different reporting window. Use the Range control (1) to pick a preset, and 30-day range (2) shows the 30-day option in the list. 1Range control230-day range - In the range control (1), choose 1D, 7D, 30D, 90D or 12M. - Review the widgets that use the dashboard range. The selected range is kept for refreshes and shared links. 7D is the default range, and 30-day range (2) is one of the available choices. Range What it shows 1D Today. 7D The last 7 days. 30D The last 30 days. 90D The last 90 days. 12M The last 12 months. #### How do I customize my dashboard widgets? On the same page, on a desktop-width screen, customize Dashboard when you want a different layout for your own home page. 1Customize2Resize handle - Select Customize (1). - Drag widgets to reorder them. - Use the resize handle (2) on a widget to change its size in the full grid. - Select Done to save your layout. When the grid is in its narrower mode, Ona shows a note that you can reorder and remove widgets there, but you need the full grid to resize them. While editing, select Cancel to leave without saving. #### How do I add a widget? On the same page, on a desktop-width screen, add widgets from Add widgets on the desktop Dashboard. The catalog only shows widgets available to your role and enabled features, including Needs Verification for staff. 1Search widgets2Category chips3Widget card - Select Customize. - Select Add widget. - Use Search widgets (1) or the Category chips (2) to narrow the catalog. - Drag a Widget card (3) onto the dashboard, or select a Widget card (3) to add it. - Select Done. A widget can appear more than once. The catalog marks widget types that are already on your dashboard, but it does not prevent you from adding another copy. When the grid is in its narrower mode, Ona shows a note that you can add, reorder and remove widgets there, but resizing stays available only in the full grid. #### How do I remove or reset dashboard widgets? On the same page, on a desktop-width screen, use edit mode on the desktop Dashboard when a widget no longer belongs on your home page, or when you want to return to the default layout. 1Remove widget - To remove one widget, select Remove widget (1) on that widget. - To return the page to the default layout for your role, select Reset. - Select Done to save. If you save the default layout, Ona removes your saved custom layout. When the grid is in its narrower mode, Ona shows a note that you can still remove widgets there, but resizing is only available in the full grid. #### How do I use the mobile dashboard? On the same page, in the mobile tab bar, select Dashboard on a mobile-width screen. On mobile, Dashboard shows a compact visit schedule instead of the desktop widget board. It includes upcoming visits, live visits and recent past visits. Upcoming visits are ordered from the start of today, nearest first. Past shows recent past visits newest first. - Use the date chips to switch schedule ranges, including Past. - Select Search visits to search by patient, visit or location. - Select a visit card when you want to open the visit and the card has a visit link. - For online visits, use the meeting link when one is available. Live visits appear in a Live now group. Cancelled and no-show visits stay in the schedule but appear muted. #### What can't I do here? In Dashboard, access and layout are limited in these ways: - Users who are not clinic members do not use the clinic dashboard. Patient users are sent to the patient portal. - Desktop widgets depend on your role and enabled features. If a feature is off, its widget is not available. - Staff and clinicians do not get the owner/admin dashboard surface; staff do see Needs Verification in the default desktop layout. - The mobile dashboard does not show the customizable widget board. - Widget resizing is only available in the full grid; the narrower grid supports adding, moving and removing widgets. #### Common questions #### Why does my dashboard look different from someone else’s? Your dashboard is shaped by your roles and your organization’s enabled features. Owners and admins see the administrative surface, staff see the operational surface with Needs Verification in the default layout, and clinicians see the clinician surface. #### Does changing the range affect every widget? No. The range affects widgets that report activity over time, such as counts and trends. Current-work widgets, such as schedule and tasks, may ignore the range. #### Can I add the same widget more than once? Yes. The widget catalog shows when a widget type is already on your dashboard, but you can still add another copy. #### How do I send birthday wishes from the Birthdays widget? When the Birthdays widget has patients with birthdays today, select Send wishes, then confirm with Send to. You can also open the widget on Today and select Send birthday wishes. Ona sends each patient a message in their patient inbox, skips anyone already greeted today, and changes the button to Wishes sent or Birthday wishes sent when everyone has been greeted. If some messages fail, send again to retry the rest; patients do not get duplicate wishes. #### What happens if I select Reset? Reset changes your draft layout back to the default dashboard layout for your role. Select Done to save that reset, or Cancel to leave your saved layout unchanged. #### Why can’t I see Customize? The customizable widget board is shown on desktop-width screens. On mobile, Dashboard uses the schedule-focused layout instead. Related guides Creating and running a visitCreate a visit, attach services, interviews, and consents, work the visit workspace, and manage visit billing items such as services, copays, and superbills.10 min readBooking an appointment for a patientBook a patient appointment from My Calendar or the team Calendars page. Booking creates a visit that appears on the calendar.6 min readUsing tasksThe shared to-do board for everything that is not a visit - follow-ups, chasing forms, onboarding steps - assigned and tracked.5 min readUsing the command menu and snippetsOpen the command menu from any dashboard screen to search records, open pages and settings, create tasks, and insert saved snippets. You can also create, edit, share, and delete snippets from the same menu.10 min readUsing Ona AssistantOpen Ona Assistant from anywhere in the dashboard, ask practice-wide or record-specific questions, and check the context behind each answer before you rely on it.6 min read ### Using the notifications center - Help Center URL: https://ona.health/help/notifications-center Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Using the notifications center Use the sidebar bell to review unread notifications, open the related work, and mark items read. Owners and admins can also manage practice-wide notification settings from Settings. Your day8 min readUpdated October 20, 2026 What you can do here - Open unread notifications from the bell in the sidebar - Jump from a notification to the related task, chat, visit, lab order, billing, form, consent, interview or prescription page - Dismiss one notification or mark all unread notifications read - Configure practice email, SMS, visit reminder and template settings if you are an owner or admin You’ll need: any team role to use the notifications center. Owners and admins are needed to change notification settings. The notifications center is the bell in the sidebar footer. It shows unread notifications for you and updates while you work. Owners and admins manage practice-wide notification settings in Settings → Notifications. In the left sidebar, click Settings (at the bottom). In the settings menu, under General, click Notifications. Those settings control automated email and SMS notifications, visit reminders, intake timing and message templates. #### How do I view notifications? In the left sidebar footer, click Open notifications to open unread notifications without leaving the page you are on. 1Open notifications2Unread notifications Use Open notifications (1) to open the unread list, and use the Unread notifications (2) list to review each item. If a notification has an action label, use it to see where the row will take you. - In the left sidebar footer, click Open notifications. - Review the Notifications list. - If a notification has an action label, use it to see where the row will take you. The bell badge shows the unread count. Counts above 9 display as 9+. If there are no unread notifications, the list says You're all caught up. #### How do I open a notification? In the left sidebar footer, click Open notifications when you want to go straight to the work a notification refers to. Notifications with a destination show an action label, such as Go to task or Go to visit. 1Open notifications2Unread notification row Use Open notifications (1) to open the popover, then select the Unread notification row (2) you want to handle. - Find the notification you want to handle. - Select the notification row. Ona opens the related page and marks that notification read. Depending on the event, the notification may open a task, chat, lead, note, visit, billing, lab order, unmatched lab results, a patient's forms, consents, interviews, prescriptions, or the caller's call conversation. Some notifications do not have a destination. Those rows do not show an action label. #### How do I dismiss notifications? In the left sidebar footer, click Open notifications when you have already handled a notification or do not need to open it. 1Open notifications Use Open notifications (1) to open the popover before you dismiss a row. - Point to the notification row. - Select Dismiss notification on the row. The notification is marked read and removed from the unread list. #### How do I mark all notifications read? In the left sidebar footer, click Open notifications when you want to clear the unread list at once. Use Open notifications (1) to open the popover, then use Mark all read to clear the unread list. - Select Mark all read. All currently unread notifications are marked read. The bell count clears when there are no unread notifications left. #### How do I change practice notification settings? On the same page, use Settings → Notifications to change practice-wide notification settings. These settings shape how clinic events reach the team and patients. 1Settings2Notifications Use Settings (1) to open the settings area, then Notifications (2) to open this page. - In the left sidebar, click Settings (at the bottom). - In the settings menu, under General, click Notifications. - In Emails, turn email notification types on or off. - In SMS, turn SMS notification types on or off if SMS is available. - In Intake timing, choose when visit consents, forms and interviews are sent. - In Visit reminders, turn reminders on, then add or edit reminder rules. - Save the changes from the Unsaved notification changes bar. If you change your mind before saving, discard the changes from the Unsaved notification changes bar. Ona only saves these settings when you save that bar. SMS requires a provisioned phone number. If SMS is not available, Ona shows a warning and disables SMS notification settings. Patient texts also require the patient's SMS consent and a phone number on file. For more detail about configuring notification settings and templates, see Notifications and reminders and Editing notification templates. #### What notification types can appear in the bell? Open the bell in the sidebar footer. Each notification row has a label for the event type. When the row has a destination, the action label tells you where it will take you. Some labels also use different icons and colors in the bell, and a few DoseSpot statuses vary their small indicator dot based on the status details they carry. Notification label Opens Task reminder The task Task assigned Mention The related task, chat, lead or note Missed call, Answered by AI, or Missed call · voicemail The caller's call conversation Patient joined The visit Visit assigned, New visit, Visit reassigned, Visit moved, Visit cancelled, Recurring visits booked, Recurring visits changed, Recurring visits cancelled, or Patient can't attend New referral The referral Claim denied or Claim rejected The claim Card declined The patient's Billing tab New leads and website enquiries The lead, or the patient when the notification has no lead ID but does have an internal patient ID Added to a conversation The chat Consent signed The patient's consents Consent withdrawn Form submitted The patient's forms Intake reminder The patient's forms, consents and interviews Interview completed The patient's interviews Critical lab result, Abnormal lab result, or Lab result The lab result Lab order needs attention, Lab order closed, Lab draw appointment, or Lab order placed outside Ona The lab order, when the notification includes the order Unmatched lab result Unmatched lab results DoseSpot Alert, Prescription update, DoseSpot, Prescription failed, Refill request, Change request, Waiting to sign, Queued prescription sent, Queued prescription deleted, Unmatched request, Pharmacy response, E-prescribing setup, or Prior authorization The patient's prescriptions, when linked to a patient, or DoseSpot settings for setup alerts Other patient-linked notifications that do not have a more specific destination may open the patient's prescriptions. Notifications without enough information to open a destination stay as informational rows. #### What can't I do here? The notifications center and notification settings have these limits: - The bell shows unread notifications only. It is not a full notification history. - The bell does not include a mark-unread action for dismissed notifications. - Staff and clinicians can use the bell and manage their own notification preferences from the bell, but they cannot manage Settings → Notifications unless they also have an owner or admin role. - SMS notification settings cannot be used until SMS is available for the practice. - Each reminder rule keeps at least one channel. - Reminder times must be whole numbers of at least 1 in the chosen unit. Scheduled intake timing uses hours or days. #### Common questions #### Why does the bell show 9+? The badge shows exact counts up to 9. When there are more than 9 unread notifications, the badge shows 9+. #### Do notifications disappear when I open them? Yes. Opening a notification's destination marks that notification read, so it leaves the unread list. #### What if notifications fail to load? Open the bell in the sidebar footer, then select Try again. Ona also refreshes notifications while you work. #### Can I turn off SMS notifications for patients? Owners and admins can turn SMS notification types off in Settings → Notifications. You can also manage your own notification preferences from the bell popover. SMS messages also require the patient's SMS consent and a phone number on file. #### Can I edit the wording of notification messages? Yes, if you are an owner or admin. In the left sidebar, click Settings (at the bottom). In the settings menu, under General, click Notifications, then select Edit templates in Message templates. See Editing notification templates. Related guides Notifications and remindersSet practice-wide email and SMS notification defaults, choose when visit intake is sent and when patients are reminded to finish it, schedule visit reminders, and edit notification message templates. Manage your own bell notifications from the same page.10 min readEditing notification templatesCustomize the email and SMS wording used by automated notifications in Settings. You can preview each template with sample data, insert supported variables, save custom copy, or restore the built-in default.9 min readUsing tasksThe shared to-do board for everything that is not a visit - follow-ups, chasing forms, onboarding steps - assigned and tracked.5 min readThe omnichannel inboxUnderstand how Ona brings patient, lead, external contact, and team conversations into one inbox across secure messages, SMS, email, groups, and internal notes.10 min readOrdering labs through JunctionPlace electronic lab orders from the patient chart, follow each order from requisition to result, share matched orders with patients, and unstick orders that stop updating.7 min read ### Using Ona on your phone - Help Center URL: https://ona.health/help/using-ona-on-your-phone Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Using Ona on your phone Understand what the mobile Dashboard is for, what you can check from a phone, and why some Ona areas still ask for a desktop or laptop. Your day5 min readUpdated October 4, 2026 What this explains - What Dashboard shows on a phone - How the mobile schedule view helps you check your day - Why some areas still require a desktop or laptop You’ll need: a team member account. Dashboard on a phone shows a compact schedule view for quick checks. The full Ona workspace is still designed for larger screens, so some areas show Desktop only and ask you to switch to a desktop or laptop. #### What can I use on my phone? Open Dashboard on a phone by tapping Dashboard in the mobile tab bar. Ona shows a mobile version of your day instead of the full desktop widget dashboard. Use it to check visits, search the loaded visit list, and open a visit when the visit card links to it. The mobile Dashboard shows your organization header, account menu, today’s greeting, and visit cards. The visit area can show Upcoming visits, Recent visits, or Search results. Visits happening now appear in a Live now group when they are live. If you open a dashboard area that is not available on mobile, Ona shows Desktop only with this message: “This dashboard feature is not available on mobile yet. Use Dashboard or Chats below, or switch to desktop.” The mobile tab bar stays available at the bottom so you can move back to a mobile-supported area. #### When should I use Ona on my phone? Open Dashboard on a phone by tapping Dashboard in the mobile tab bar when you need a quick schedule check between rooms or away from your desk. It is best for answering: what is live now, what is next, what happened recently, and which visit you need to open. The mobile schedule includes date-range chips and search. Search checks the loaded visits by patient, visit, or location. The date-range chips let you move between the schedule ranges available on the mobile Dashboard, including recent past visits when they are loaded. For the full dashboard, dashboard widgets, layout editing, and any area that shows Desktop only, use a desktop or laptop. The full dashboard requires a screen at least 1024px wide. #### How does the mobile Dashboard work? Open Dashboard on a phone by tapping Dashboard in the mobile tab bar. Ona loads visits from today forward, plus a short list of recently past visits. The list is sorted by scheduled time. Live visits appear separately at the top when they are happening now. Each visit card can show the visit title, patient name, date, time, status, modality, and location when available. Online visits that are live or still in a pre-visit status can show a join action when a meeting link is available. If a visit card opens a visit, tapping the card takes you to that visit. For the full visit workspace, see Finding your way around a visit. For what visit statuses mean, see Visit statuses. #### How is the desktop Dashboard different? On a desktop or laptop, in the left sidebar, click Dashboard. The dashboard opens the full widget dashboard. The dashboard surface depends on your role. Owners and admins get the full dashboard surface, including Settings links. Staff get the operational dashboard surface without organization Settings. Clinicians get a dashboard scoped to their own patients and visits. 1Time range2Customize3Dashboard widgets The desktop dashboard includes widgets, a dashboard-wide time range, and layout customization. You can choose ranges such as Today, Last 7 days, Last 30 days, Last 90 days, and Last 12 months. You can also click Customize to enter edit mode, then add, resize, remove, reset, or rearrange widgets. Click Done to save. If you reset to the default layout and save, Ona uses the default dashboard layout for your role. For the desktop dashboard details, see Your dashboard. #### What are the limits on mobile? Open Dashboard or Chats in the mobile tab bar on a phone. Some dashboard areas are not available on mobile yet. When that happens, Ona shows Desktop only and keeps the mobile tab bar available so you can return to a mobile-supported area. 1Settings page opens on desktop2My Profile settings are available The full dashboard also shows Desktop only on screens below the desktop size. It says the dashboard is designed for larger screens and requires a minimum 1024px screen width. Mobile is for quick access, not full workspace management. Use a desktop or laptop for the full dashboard, dashboard widgets, and workflows that need more screen space. #### Common questions #### Can I use Ona on my phone? Yes. On a phone, tap Dashboard in the mobile tab bar to use the mobile schedule view. Some dashboard areas are still desktop-only. #### Why do I see Desktop only? Open Dashboard or Chats in the mobile tab bar. You are in an area that is not available on mobile, or your screen is below the full-dashboard width. Switch to a desktop or laptop for that area. #### Can I open a visit from my phone? Yes, when the visit card has a visit link. On a phone, tap Dashboard in the mobile tab bar, then tap the visit card to open it. #### Can I join a telehealth visit from my phone? On a phone, tap Dashboard in the mobile tab bar. Online visits can show a join action when the visit is live or in a pre-visit status and a meeting link is available. #### Can I customize dashboard widgets from my phone? No. Dashboard widget customization is part of the desktop dashboard. On a desktop or laptop, in the left sidebar, click Dashboard, then click Customize to edit your layout. Related guides Your dashboardUse Dashboard to see your day, change the reporting range for dashboard widgets, and customize the widgets shown on your desktop home page.7 min readFinding your way around a visit"Understand the visit page in Ona: where clinical charting, intake, billing, insurance and visit-specific tools appear, including the mobile top bar, chip strip, drawer and Records flow. Archived patients’ visits are read-only, and the header shows coverage and balance at a glance."11 min readVisit statusesUnderstand the visit status labels that appear in Visits and visit records, including the statuses that close a visit for schedule changes.4 min readUsing the notifications centerUse the sidebar bell to review unread notifications, open the related work, and mark items read. Owners and admins can also manage practice-wide notification settings from Settings.8 min read ### Recording visits with Ambient Scribe - Help Center URL: https://ona.health/help/ambient-scribe Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Recording visits with Ambient Scribe Record the visit conversation - onsite, on a video call, or by upload - and get a speaker-labelled transcript that drives the AI note. Visits6 min readUpdated October 19, 2026 What you can do here - Record visits - in person or over video, when recording is on - so you can focus on the patient - Get an automatic, speaker-labelled transcript of the conversation - Have the recording populate the chart and drive the AI note - Upload an existing audio file instead of recording live You’ll need: a visit open. For an onsite recording, a device with a microphone. Ambient Scribe is the feature that lets you stop typing during a visit. Ona records the conversation, transcribes it, and uses it to draft the note and summary - so the documentation comes from what was actually said, not from what you remember to type afterward. #### Recording every visit Open a visit first: in the left sidebar, click Visits, then click the visit. Visits can be recorded, whichever way you meet the patient: 1Start recording2In person Use Start recording (1) from the visit to begin an onsite capture, and In person (2) marks the visit as an in-person recording. The device's microphone captures the room. - Over video - the call is recorded and transcribed when call recording is on. The recording button shows whether the call will be recorded and transcribed, or whether it won't be recorded or transcribed. The recording dock sits at the bottom of the dashboard and in the Recordings section of the visit sidebar. If you leave the visit while a capture is in progress, a compact pinned recorder stays available so you can return to the visit being recorded. If you try to leave the clinic dashboard with a recording in progress, Ona asks whether to Stay here or Stop and leave when the recording is kept on the device, and Discard and leave only when browser storage is unavailable. If you sign out, Ona shows Sign out with a recording in progress? and gives you Stay here or Stop and sign out when the recording is kept on the device, and Discard and sign out only when browser storage is unavailable. If a recording is interrupted by a reload, crash, closed tab, or failed upload, Ona restores it from browser storage when you come back. Changing the recording setting during an in-progress video call requires confirmation. If you turn transcription on or off mid-call, the meeting room restarts and everyone currently in the call, including the patient, has to rejoin using the same link. #### The Recordings view In the left sidebar, click Visits, then click the visit. In the visit sidebar, under Inputs, click Recordings. It's a two-pane view: recordings on the left, the transcript on the right. 1Recordings Use Recordings (1) to open the view. 1Recordings2Recordings pane3Transcript pane4Upload a recording Use Recordings (1) on the left, the Recordings pane (2) for the list of captured files, the Transcript pane (3) for the conversation text, and Upload a recording (4) to add an existing MP3, M4A, or WAV file, up to 100MB, which is handy for a visit recorded on another device. Before anything is captured, the left pane can read "No recordings yet - start an onsite recording or join the video call to capture this visit," and the right pane says "Transcript will be available shortly after you finish the meeting." If recording is off for the visit, the view reads "Recording is off" and "The video call for this visit won't be recorded or transcribed. Turn recording back on from the dock to capture it." #### A captured recording and its transcript In the left sidebar, click Visits, then click the visit. In the visit sidebar, under Inputs, click Recordings. Once a visit is recorded, the panes fill in. 1Recordings count2The recording (marked Ready)3Transcript4Speaker-labelled turns5Export Use Recordings count (1) to see how many recordings are on the visit, the recording marked Ready (2) in the list, Transcript (3) for the conversation, speaker-labelled turns (4) for the clinician and patient back and forth, and Export (5) to download the transcript. The Recordings pane lists each recording - e.g. "Main visit · Onsite recording · [date] · Ready." The Transcript pane shows the conversation broken into speaker-attributed turns with timestamps: the clinician's questions and the patient's answers, each labelled and timed. Export downloads the transcript. The transcript is the bridge between the conversation and the chart. In a recorded visit, the clinician asking "How long has it been like that?" and the patient answering "For the last 4 periods" both appear here - and that same content flows into the note the AI drafts. #### From recording to note and chart Open a visit first: in the left sidebar, click Visits, then click the visit. The recording doesn't sit in isolation - it feeds the rest of the visit: - Notes - with a recording present, Generate note drafts from what was said, filling the template's placeholders with real content rather than "N/A" (see Reviewing and signing an AI-drafted note). This is the difference between a note that writes itself and one you fill in by hand. - Summary - the visit summary draws on the same source. - The chart - details surfaced in the conversation inform the structured record. So the single act of recording the visit is what makes the AI documentation useful. A visit with no recording gives the note generator nothing to work from; a recorded one gives it the whole conversation. #### Consent and recording Recording a clinical conversation may carry consent obligations depending on your jurisdiction and whether the visit is telehealth. The consent library includes a Telehealth Consent template for exactly this (see Building consents), and consents can be attached to services so they're sent automatically when a recorded service is booked. Make recording consent part of your intake rather than an afterthought. #### In short Turn recording on for visits you want captured, in person or on video. Ona transcribes it into a speaker-labelled record, and that transcript is what turns AI note generation from a template shell into a real draft. If a recording is interrupted, Ona can bring it back from browser storage when you return. The less you type during the visit, the more the recording earns its keep. 1Ready to record2Start recording Use Ready to record (1) for the idle status, and Start recording (2) to begin capturing the visit. Related guides Reviewing and signing an AI-drafted noteCreate a note from a template or a past note, review and edit Ona's draft, then sign it. You can also share a signed note with the patient or export it as a PDF.9 min readRunning telehealth visitsRun video-call visits with separate clinician and patient links, chart and bill the visit as usual, and use the correct place-of-service code for telehealth.5 min read ### Visit statuses - Help Center URL: https://ona.health/help/visit-statuses Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Visit statuses Understand the visit status labels that appear in Visits and visit records, including the statuses that close a visit for schedule changes. Visits4 min readUpdated October 13, 2026 What you can do here - Read the visit status on the Visits list and in a visit record - Understand which shown statuses close the visit for schedule changes - Know how status visibility follows each team member's visit workspace Visit statuses appear in Visits and in each visit record. In the left sidebar, click Visits, then click the visit to open its record. Owners, admins and staff use the operational visit workspace. Clinicians use a clinical workspace scoped to their own patients and visits. #### Visit status meanings Use this table when you need to interpret the visit statuses whose behavior is confirmed in Visits (in the left sidebar, click Visits) or in a visit record (then click the visit). Status What it means Cancelled The visit has been cancelled. It is closed for scheduling changes in the visit edit dialog. No Show The patient did not attend the visit. It is closed for scheduling changes in the visit edit dialog. #### Closed statuses In the left sidebar, click Visits, then click the visit and select Edit visit. A visit with Cancelled or No Show is closed for scheduling changes in the visit edit dialog. 1Closed message2Title3Mode4Save changes The Closed message (1) tells you the visit is closed for scheduling changes. Title (2) and Mode (3) are still shown in the dialog. Save changes (4) is at the bottom of the dialog. Closed status Scheduling behavior The edit dialog says the visit is closed, so its schedule can't be changed. You can still open the visit record, but the schedule section is not available for changing that visit's time from the edit dialog. #### Where visit statuses appear In the left sidebar, click Visits. Visit status is shown in the places your team uses to manage visits. 1Visit status2Visit sections3Edit visit Use Visit status (1) in the header to read the current status. Use Visit sections (2) to move through the visit workspace. Use Edit visit (3) to open the edit dialog for the visit. Place What you can see Visits The visits table includes status information for each visit. Owners, admins and staff can also see visit analytics from this area. A visit record The visit opens into the visit workspace, where you can work in the chart, billing, forms, consents and other visit pages. #### Role access In Visits (in the left sidebar, click Visits), status visibility follows the visit workspace each role can access. 1Visit status2Edit visit Use Visit status (1) to read the current status in the visit header. Use Edit visit (2) to open the edit dialog from the top area. Role Visit status access Owner Can use the full operational visit workspace and see visit statuses across the practice. Admin Staff Can use the operational visit workspace and see visit statuses, without Settings access. Clinician Can see statuses in the clinician's scoped clinical workspace for their own patients and visits. If a team member has more than one role, their access combines. For example, a clinician who is also an admin gets the admin workspace. Related guides Creating and running a visitCreate a visit, attach services, interviews, and consents, work the visit workspace, and manage visit billing items such as services, copays, and superbills.10 min readFinding your way around a visit"Understand the visit page in Ona: where clinical charting, intake, billing, insurance and visit-specific tools appear, including the mobile top bar, chip strip, drawer and Records flow. Archived patients’ visits are read-only, and the header shows coverage and balance at a glance."11 min readBooking an appointment for a patientBook a patient appointment from My Calendar or the team Calendars page. Booking creates a visit that appears on the calendar.6 min readRescheduling, canceling, and no-showsChange a visit's scheduled time, cancel a visit, or mark a visit as a no-show from Visits or the visit workspace.6 min read ### Understanding the visit Summary - Help Center URL: https://ona.health/help/pre-visit-briefing Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Understanding the visit Summary Understand what the visit Summary is, where it appears in a visit, and how summary edits and templates work. Visits6 min readUpdated October 13, 2026 What this explains - What the visit Summary is for - Where the Summary appears in a visit - How editing and summary templates work You’ll need: a clinic member account that can open the visit. The visit Summary appears near the top of a visit chart on desktop and tablet. On phone visits, Summary is hidden and does not appear in the mobile section strip or canvas. The Summary section appears before the enabled clinical sections for that visit, such as Vitals, diagnoses, observations, allergies, medications, supplements, recommendations, procedures and notes. #### What is the visit Summary? On desktop and tablet, the visit Summary is a short briefing section for the visit. It gives the care team one place to review or add key context before or during the encounter. On phone visits, the section is hidden. 1Summary2Visit sections3Next charting sections Use Summary (1) to review the briefing in the chart. Use Visit sections (2) to move through the visit sections, and use Next charting sections (3) to see the clinical sections that follow Summary on this visit. The Summary is part of the visit record. When content is available, Ona displays it as formatted text. If the visit does not have summary text yet, the section shows an empty state. The Summary is separate from the structured charting sections. Items such as vitals, diagnoses, observations, allergies, medications, supplements, recommendations, procedures and notes remain in their own sections when those sections are enabled for your organization. #### When should I use the visit Summary? Use the Summary when you want a quick read before opening the rest of the chart. It sits near the top of the visit on those screens so the main context is visible first. 1Summary2Add summary3Choose template Use Summary (1) to check the briefing area, Add summary (2) to start a new summary when the section is empty, and Choose template (3) to pick the note style for this visit. You can also use it during a visit if the displayed summary needs a manual correction. Click Edit to change an existing summary, or Add summary when the summary is empty. Save concise briefing text that belongs in that section. If you need to work through the visit itself, use the visit charting sections and notes workflow. See Creating and running a visit, Recording visits with Ambient Scribe and Reviewing and signing an AI-drafted note. #### How does the visit Summary work? On desktop and tablet, Ona loads the Summary from the visit record when that section is shown. If there is summary text, it appears in the section. If there is no summary text, the section stays empty until content is added or created for the visit. 1Template2Edit summary text3Cancel4Save Use Template (1) to choose the note template for this visit, Edit summary text (2) to change the summary body, Cancel (3) to leave edit mode without keeping changes, and Save (4) to keep the edited summary. When the summary is being regenerated, summary actions are unavailable until that work finishes. If you are not editing, Template and Edit or Add summary are disabled. If you are editing, Template, Cancel and Save are disabled. They are also disabled when the visit is read-only because the patient or visit is archived. When you save an edit, the updated text replaces the previous summary in the section. #### How do summary templates work for a visit? The Template menu sets the note style used for that visit’s briefing. Choose a template when this visit needs a different style. Choose None to clear the visit-specific template selection. Use Template (1) to open the template picker, Edit summary text (2) to change the summary body, Cancel (3) to leave without keeping changes, and Save (4) to apply the visit summary update. If an organization default applies, the Template button may show that template name even when no visit-specific template has been selected. Selecting another template saves it for this visit. Owners and admins see Edit templates in the Template menu. Clinicians and staff can choose from available templates here, but they do not see Edit templates. On a read-only visit, the template picker is disabled. See Building note templates for template setup. #### What are the limits of the visit Summary? You cannot edit the summary while Ona is saving the summary or regenerating it. The summary action buttons are disabled until that work finishes. They are also disabled on read-only visits, and the visit page shows an archived/read-only banner. On phone visits, the Summary section is hidden from the mobile canvas and section strip. 1Choose template2Add summary Use Choose template (1) to pick a summary template when the menu is available, and use Add summary (2) when the section is empty and you want to start a summary. If no note templates exist, the Template menu has no templates to choose from. The Summary does not replace the visit note. It is a briefing section on the visit chart. Use the visit notes workflow when you need a clinical note to review and sign. #### Common questions #### Where do I find the visit Summary? The briefing appears as Summary near the top of the visit chart on desktop and tablet. #### Can I edit the Summary? Yes. Click Edit when summary text exists, or Add summary when it is empty. Click Save to store the change or Cancel to leave it unchanged. #### Why are the Summary buttons disabled? The buttons are disabled while Ona is saving the summary or regenerating it. Wait for that work to finish, then try again. #### Can clinicians edit summary templates? Clinicians can choose an available Template for the visit summary. The Edit templates link is shown only to owners and admins. #### Is the Summary the same as the signed note? No. Summary is a briefing section on the visit chart. Use the visit notes workflow for the clinical note that is reviewed and signed. Related guides Creating and running a visitCreate a visit, attach services, interviews, and consents, work the visit workspace, and manage visit billing items such as services, copays, and superbills.10 min readFinding your way around a visit"Understand the visit page in Ona: where clinical charting, intake, billing, insurance and visit-specific tools appear, including the mobile top bar, chip strip, drawer and Records flow. Archived patients’ visits are read-only, and the header shows coverage and balance at a glance."11 min readRecording visits with Ambient ScribeRecord the visit conversation - onsite, on a video call, or by upload - and get a speaker-labelled transcript that drives the AI note.6 min readReviewing and signing an AI-drafted noteCreate a note from a template or a past note, review and edit Ona's draft, then sign it. You can also share a signed note with the patient or export it as a PDF.9 min readBuilding note templatesBuild reusable note skeletons with placeholder syntax, or import from the 18-template library - SOAP, DAP, intake, and referral letters.4 min read ### Creating and running a visit - Help Center URL: https://ona.health/help/starting-a-visit Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Creating and running a visit Create a visit, attach services, interviews, and consents, work the visit workspace, and manage visit billing items such as services, copays, and superbills. Visits10 min readUpdated October 20, 2026 What you can do here - Create a visit and assign it to a patient, clinician, date, and location - Attach services, consents, and interviews so billing and paperwork are ready before the patient arrives - Move a visit through its stages, from Scheduled to Checked in to Completed - Chart inside the visit: reason for visit, summary, vitals, diagnoses, observations, hospitalizations, surgical history, family history, social history, OB/GYN history, allergies, medications, supplements, vaccines, recommendations, notes, media, body map, and procedures - Record an in-person visit or join a video call, then generate a note from the recording - Reschedule, cancel, mark a no-show, or archive and restore visits when your role allows it You’ll need: at least one service set up, and one location if you see patients in person. A visit in Ona is the container for everything clinical that happens with a patient at a point in time: the summary, vitals, diagnoses, notes, recordings, prescriptions, and the billing that follows. Create it before the appointment, then work inside it during and after. #### How do I create a visit? In the left sidebar, click Visits (1), then click Add New Visit (2) in the top right. 1Visits2Add New Visit Use Visits (1) to open the list, then Add New Visit (2) to start creating a visit. The Create New Visit dialog opens with the visit details on the left and three expandable sections on the right. The Add New Visit button (1) is at the bottom. 1Add New Visit Use Add New Visit (1) at the bottom to create the visit. Fill in the left column: - Title - defaults to "Visit". Replace it with something specific, like "Initial assessment". This is what staff see in the visit list. - Patient (required) - search by name in the dropdown. If the patient doesn't exist yet, click New patient above the field to create one without leaving the dialog. - Clinician (required) - pick the clinician the visit is assigned to. You can choose an active or invited clinician. - Date and Time - set the visit start. - Timezone - defaults to your workspace timezone. Change it if you're booking across zones. - Mode - defaults to In person. Choose In person or Video call. - Location - pick a location or a specific room. - Billing profile - appears when your organization has multiple billing profiles, so you can route the visit through the right one. - Who pays - choose who pays for the visit. A selected case can make Insurance available here, can set the default choice, and can change the planned authorization notice that appears for the visit. - Recurrence - when you are creating a series, use the recurrence controls in the dialog to set it up. The patient dropdown open, showing a search field above the patient list Locations are listed with their rooms nested underneath, so you can assign the whole clinic or narrow it to a single room. The location dropdown showing Downtown Clinic with Rooms 110A, 110B, 111 and 112 nested beneath it Then work through the sections on the right: - Services - search and select the services being delivered. Each shows its price and duration. Services set the visit length and can prefill defaults such as the title, mode, location, and intake tasks. Covered services from a membership can also appear here when you create or edit the visit. Custom ad-hoc lines now treat CPT codes as optional, and the validation message for them is "Custom lines need a description". The self-pay and CPT helper text also changes for those ad-hoc lines. You can edit visit services later from Billing if the services change. Add new service takes you to the Services page if something is missing. - Consents - select consents to send to the patient, such as Telehealth Consent or Consent to Treatment. - Interviews - select intake interviews for the patient to complete before the visit. The Consents section expanded, showing Telehealth Consent and Consent to Treatment Click Add New Visit to save. Selected consents, interviews, and forms are sent to the patient unless visit notifications are off for the primary service. In that case, the Pre-visit intake section says "This service's visit notifications are off. Send the links from the visit." and Ona shows Visit created, patient not notified after save. You need to open the patient's record to copy each intake link. #### How do I move the visit through its stages? Open the visit from the Visits list in the left sidebar: click Visits, then click the visit row. Once the visit opens, click the status badge next to the visit title at the top. You can open the visit by clicking anywhere on the row, or by using the ⋮ menu at the end of the row and choosing View details. When the visit has a detail link, the ⋮ menu also includes Open in new tab; you can also Cmd-click, Ctrl-click, Shift-click, or middle-click the row to open it in a new tab. 1Scheduled2Checked in3In progress4Completed5No-show The options are grouped by stage: - Pre-visit - Scheduled (1), Confirmed, Checked in (2) - Visit - In progress (3) - Post-visit - Completed (4) - Exceptions - Cancelled, No-show (5) Set Checked in when the patient arrives, In progress when you start, and Completed when you're done. For Cancelled and No-show, Ona asks you to confirm whether a fee should be charged or waived. Status drives your day view and the completion and no-show figures in Visit activity. #### How do I work inside the visit? Open the visit from the Visits list in the left sidebar: click Visits, then click the visit row to open the visit workspace. 1Add summary2Log vitals3Start recording4Export visit The visit workspace has a left sidebar that jumps to each section. The charting sections appear in your organization's order, and they can include Reason for visit, Summary, Vitals, Diagnoses, Observations, Hospitalizations, Surgical history, Family history, Social history, OB/GYN history, Allergies, Medications, Supplements, Vaccines, Recommendations, Notes, Media, Body map, and Procedures when enabled. On phone visits, Summary is hidden. - Inputs - Recordings, Interviews - E-prescribing - DoseSpot - Dispensary - Lab Reports, Lab Orders, and Supplements when labs and supplements are enabled - Admin - Tasks, Insurance, Referrals, Billing Summary holds the reason for visit, key clinical points, and assessment and plan. Use Template (2) to apply a note template, or Add summary (1) to write one directly - the button reads Edit once a summary exists. Until then the section shows "Will appear once the visit is completed." On an archived patient or archived visit, the visit is read-only and Add summary is disabled. Record vitals with Log vitals (3), and add clinical detail with Add diagnosis, Add observation, Add allergy, Add medication, Add supplement, and Add recommendation. Add procedure appears when procedures are enabled. Empty sections offer Add manually; Allergies also offers mark no known allergies. On an archived patient or archived visit, these workspace actions are disabled. The bar at the bottom of the screen controls the visit itself, shows the selected service or package, and links to Billing. What it offers depends on the mode: - In person - Start recording (4) captures the conversation for ambient documentation. - Video call - Join a call opens the consultation room, with a button beside it to copy the join link for the patient. On an archived patient or archived visit, the visit header and bar reflect read-only state and these actions are disabled. Once you have a recording, open Notes and choose Generate one to draft a note from it. Open Billing to review visit services, billing quotes, superbills, the patient's payment method, the billing card, and any late-cancellation or no-show fee card above the invoice. In insurance visits, the visit header also shows a coverage chip next to a Balance pill. The Balance dropdown can also surface an open fee invoice path and fee breakdown when a fee was charged. Owners, admins, clinicians, and staff can edit visit services from this page when the visit is not read-only. The services sheet lets you change service lines, units, and custom lines; if billing documents already exist, those documents are not changed by later service edits. On an archived patient or archived visit, billing and service editing are disabled. Use Superbill in Billing after the visit is checked out or completed. Create superbill freezes a billing snapshot of the visit as a draft. Review the draft, then click Finalize to make the PDF ready. A finalized superbill can be downloaded with Download PDF. If you need to correct it, click Void, enter a reason, and confirm Void superbill; voiding is permanent and the reason stays on the audit record. Users without billing read access see No access, and users without billing write access cannot create, finalize, or void superbills. When a copay is due, the billing card shows a Copay section above the benefits list. Depending on the payment state, you may see a payment link state with a link row you can withdraw or copy, along with actions such as Collect payment, Collect more, Refund, Keep as credit, Refund from the invoice, and a separate Set copay path. In the collect-copay dialog, the payment label is Paid onsite. Export at the bottom of the sidebar produces a copy of the visit record. #### How do I reschedule or cancel a visit? Open the visit from the Visits list in the left sidebar: click Visits, then click the visit row. From there, click Reschedule next to the date and location. To cancel or mark a no-show without opening the visit, use the ⋮ menu at the end of the row in the Visits list: Mark as cancelled, Mark as no-show, or Archive. Owners, admins, and staff can also select visits from the Visits list and use the bulk bar to Archive active visits or Restore archived visits. Turn on Show archived in the filter sidebar to include archived visits; archived rows show an Archived pill. Archiving cancels calendar events, stops reminders and scheduled intake, and removes visits from the visits list. Restoring returns visits to the visits list and the clinician's calendar, but reminders and intake cancelled on archive aren't sent again. If a cancelled or no-show visit has money collected in advance, the visit may show a prepayment banner with options such as Refund and Keep as credit. Related guides Booking an appointment for a patientBook a patient appointment from My Calendar or the team Calendars page. Booking creates a visit that appears on the calendar.6 min readSetting up services and packagesCreate the services, packages and memberships your practice offers. Set prices, visit defaults, booking rules, reminders, billing defaults and patient screening.11 min readCollecting copaysReview the expected copay for a visit, issue or update a copay invoice from a claim, and open the visit invoice after billing the copay.8 min readFrom visit billing to superbill and claimCreate and review a superbill from a completed visit, then finalize, download, or void it. Start a draft claim from the visit’s Insurance page when the claim workflow is available.6 min readReviewing and signing an AI-drafted noteCreate a note from a template or a past note, review and edit Ona's draft, then sign it. You can also share a signed note with the patient or export it as a PDF.9 min read ### Running telehealth visits - Help Center URL: https://ona.health/help/telehealth-visits Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Running telehealth visits Run video-call visits with separate clinician and patient links, chart and bill the visit as usual, and use the correct place-of-service code for telehealth. Visits5 min readUpdated October 15, 2026 What you can do here - Run a visit as a video call instead of in person - Join the consultation room from the visit - Send the patient their meeting link - Chart the telehealth visit exactly like an in-person one You’ll need: a visit created with the Video call mode. See Creating a consultation / starting a visit. A telehealth visit in Ona is a normal visit with a video call attached. Everything else - charting, notes, billing - works the same as an in-person visit; the only difference is how you and the patient meet. #### Setting a visit to video In the left sidebar, click Visits, then click the visit. A visit's mode is set when it's created: Video call or In person. A video visit shows Online in its header rather than a room or location. You can also switch an existing visit between modes from the bar at the bottom of the visit workspace, which shows Video call and In person toggles. Choosing a service tagged as telehealth (like the seeded "Telehealth Consultation") naturally pairs with the video mode. #### Joining the call On the same page, the bar at the bottom of a video visit carries the call controls. Use Online (1) in the header to confirm the visit is a video visit, Video call / In person mode (2) to switch modes, Join (3) to open the consultation room for you, and Copy the patient (4) to copy the patient's meeting link; the stage header also shows the practice logo or name with the practice theme colors around the page chrome. 1Online in the header2Video call / In person mode3Join4Copy the patient 1Invalid or missing link message2Open the visit link from email or text - Join (3) - opens the consultation room for you, the clinician. - A Copy the patient button (4) beside it - copies the patient's meeting link to your clipboard, confirmed by a "Patient meeting link copied to clipboard" message. So there are two links, and they're not the same: Join takes the clinician in, and the copy button gives you the patient's link to send them. Share the patient link over whichever channel suits - SMS or email through Omnichannel (see Omnichannel messaging), or the patient portal. Send the patient their link ahead of time, not at the appointment moment. A link that arrives while they're already waiting is a link they're fumbling with instead of being seen - a minute of setup before the slot saves the first minute of the visit. The Invalid or missing link message (1) tells you the link won't open a visit, and Open the visit link from email or text (2) tells you to use the invitation link instead. In the waiting room and, when supported, in the in-call control bar, Background effects lets you choose None, Light blur, Strong blur, a preset background or Upload for a custom image. Uploaded custom backgrounds can be removed from the background picker. When your browser supports it, the in-call control bar also includes Picture in picture. Select it to keep the video visit in a small window while you work in another tab, then select Exit picture in picture to leave that mode. Unsupported browsers hide the button. In the mini window, you can use the microphone, camera, Back to tab and Leave visit controls. #### Charting a telehealth visit On the same page, once you're in the call, the visit workspace is exactly as it is for an in-person visit. You chart vitals (patient-reported, in this case), diagnoses, and observations; generate and sign a note; and handle billing - all from the same sidebar. Nothing about the clinical record changes because the visit was remote. One thing to get right is the place of service: a telehealth visit is billed with a different place-of-service code than an in-person one, which flows from the service's Billing settings onto the claim. If you bill insurance for telehealth, make sure the telehealth service carries the correct POS code (see Setting up services), because payers treat in-person and telehealth claims differently. #### Recording and notes On the same page, the ambient recording that drives AI note generation works the same on a video visit. With a recording, Generate note drafts from what was said; without one, the note falls back to template placeholders (see Reviewing and signing an AI-drafted note). Recording a telehealth visit may carry its own consent requirements - the Telehealth Consent template in the consent library exists for exactly this (see Building consents). #### In short Telehealth isn't a separate part of Ona - it's a visit mode. Create the visit as a video call, send the patient their link, join the room, and chart as usual. The differences that matter are practical: get the patient's link to them early, and make sure telehealth billing carries the right place-of-service code. Related guides Creating and running a visitCreate a visit, attach services, interviews, and consents, work the visit workspace, and manage visit billing items such as services, copays, and superbills.10 min readYour website and online booking pageSet your practice logo, publish your welcome page, turn on online booking, and copy the public links from Settings.9 min read ### Finding your way around a visit - Help Center URL: https://ona.health/help/the-visit-page Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Finding your way around a visit "Understand the visit page in Ona: where clinical charting, intake, billing, insurance and visit-specific tools appear, including the mobile top bar, chip strip, drawer and Records flow. Archived patients’ visits are read-only, and the header shows coverage and balance at a glance." Visits11 min readUpdated October 20, 2026 What this explains - How to open a visit and use the visit workspace - What the visit header, section rail and clinical canvas are for - Why some visit sections appear only when a feature is enabled You’ll need: a clinic member account. Visits live in Visits for the organization and inside a patient record when you need one patient’s visit history. A visit is the workspace for one appointment: clinical charting, summary, forms, consents, billing, insurance, labs, supplements and other visit-specific work can appear from the same page. Archived patients’ visits are read-only, with a banner and disabled actions across the workspace. On smaller screens, the visit switches to a compact top bar with a chip strip for section navigation and a drawer for the full section list. Series visits can also show a series popover in the header. 1Visit header2Summary section3Overview tab The Visit header (1) keeps the visit context visible while you work. The Overview tab (2) is the home tab on desktop. The Summary section (3) is the first clinical section shown there. #### What is the visit page in Ona? The visit page is the working record for one appointment or clinical encounter. 1Visit header2Visit sections3Main visit content The Visit header (1) stays pinned across the top of the workspace. The Visit sections rail (2) moves you between charting sections and visit pages. The Main visit content (3) shows the section or page you choose. The top visit bar keeps the visit context visible while you work. On smaller screens, that becomes a compact top bar with a chip strip for the most-used sections and a drawer for the full section list. The left section rail moves you between clinical sections and visit pages on larger screens. The main panel shows the selected section or page. The main visit page is the clinical canvas. It starts with Summary on larger screens, then shows enabled charting sections such as Reason for visit, Vitals, Diagnoses, Observations, Allergies, Medications, Hospitalizations, Surgical history, Family history, Social history, OB/GYN history, Vaccines, Supplements, Recommendations, Body map and Notes. OB/GYN history stays hidden for male patients. Body map appears when body map is enabled, and it stays hidden on phone visits. Procedures appears when procedures are enabled. Visit media appears in the clinical canvas. The visit rail can also include visit pages such as Lab Reports, Lab Orders and Supplements when those features are enabled. On phone visits, Summary is filtered out and does not appear in the mobile strip. For archived patients, the banner marks the visit as read-only and the canvas stays disabled. Some rail items scroll within the clinical canvas. Others open a separate visit page. If you choose a clinical section while you are on a separate visit page, Ona returns you to the main visit page and scrolls to that section. #### When should I use the visit page? Use the visit page when you are doing work tied to one appointment. That can include preparing for the visit, reviewing the patient’s current chart, documenting findings, checking intake, creating visit billing documents or following up after the visit. 1Visits2A visit The Visits list (1) is where the organization’s visit rows live. A visit (2) is one appointment you can open from that list. Use the patient record when your question is broader than one appointment. The visit page can show relevant patient chart records, but it separates what belongs to this visit from what is already on the patient’s chart. A useful pattern is to start in the visit for the day’s work, then open the patient record only when you need the full longitudinal chart. #### How does the clinical canvas work? The clinical canvas is the main scrolling chart area for the visit. 1Visit section2Empty visit band3From the chart The Visit section (1) is the active charting section. The Empty visit band (2) shows the section before anything has been added. The From the chart area (3) holds records that are on the patient’s chart but not yet part of this visit. The canvas can show: - Summary, the visit briefing or summary text on larger screens - Reason for visit - Vitals and other observations - Diagnoses, Allergies, Medications and Recommendations - Hospitalizations, Surgical history, Family history, Social history, OB/GYN history and Vaccines - Supplements, when supplements are enabled - Body map, when body map is enabled - Procedures, when procedures are enabled - Notes, when notes are enabled - Visit media Clinical sections can show records in two bands: records already linked to this visit and records on the patient’s chart that are not yet part of this visit. When the visit is still empty, Ona can offer Carry all forward so you can pull relevant chart records into the visit. Observations are not carried forward in bulk because they are point-in-time readings. The Summary can be edited from the visit page. If there is no summary text yet, the action is Add summary. If Ona is regenerating a briefing, the visit can show a processing indicator while that background work runs. For archived patients, the canvas stays read-only and those actions are disabled. See Understanding the visit Summary for how to use the summary before and after the visit. #### How do I move between visit sections? In the left sidebar, click Visits, then click the visit. Use the section rail on the left side of the visit workspace to move around the record on larger screens. On smaller screens, use the chip strip at the top or open the drawer for the full section list. 1Charting sections2Forms The Charting sections (1) stay in the scrolling canvas. Forms (2) opens the visit’s forms page. Clinical items such as Summary, Reason for visit, Vitals, Diagnoses, Hospitalizations, Surgical history, Family history, Social history, OB/GYN history, Vaccines and Notes scroll the main clinical canvas. Visit pages, such as Lab Reports, Lab Orders and Supplements when enabled, open in the main panel. The rail can also show small counts for sections that have related items. When insurance is enabled, the Insurance item can show an eligibility badge, and Billing can show a Balance indicator or a copay state, including a sent payment link. The coverage chip can hide copay text when balance is already shown there. The bottom of the rail includes an export menu for visit summary text when export is available. Export options can include Copy to clipboard and Download .txt file. The left section rail is shown on larger screens. The visit still opens to the same workspace and sections when the layout changes for a smaller screen, but the mobile strip leaves out sections that do not render there, including Summary and Body map. #### How do intake, billing, insurance and dispensary work fit into a visit? In the left sidebar, click Visits, then click the visit. Intake, billing, insurance and visit-specific tools are part of the visit workspace but separate from the clinical canvas. Intake-related pages can include forms, consents and interviews linked to the visit. Forms and consents use the visit and patient context, so your team can review what belongs to this appointment without leaving the visit. Billing brings together the visit’s services, quote, superbill, patient payment method and invoice. The balance badge shows what is still due, and it can include fee invoice details, a sent payment link for a copay, and an Open fee invoice action when that applies. If the visit is linked to a case, Billing also shows a note that the case bills differently or that the claim follows the case’s policy, authorizations and injury details. If there is no invoice yet, you have permission to write billing, and the visit has a patient, the invoice card can offer Create draft invoice. See Invoicing patients and collecting payments for the patient-payment workflow. Insurance appears when insurance features are enabled. It can show eligibility and claim information for the visit. When the visit is linked to a case, Insurance also shows a note that the claim follows the case’s policy, authorizations and injury details. When no claim exists, the claim card can offer Generate draft claim. See From visit billing to superbill and claim for how visit billing connects to claims. Lab reports, lab orders, supplements and prescriptions can appear when those features are enabled. #### How do feature settings change what I see? In the left sidebar, click Visits, then click the visit. The section rail and clinical canvas reflect your organization’s enabled features. 1Procedures2Lab Reports3Lab Orders4Supplements Procedures (1) appears when procedures are enabled. Lab Reports (2) appears when labs are enabled. Lab Orders (3) appears when labs are enabled. Supplements (4) appears when supplements are enabled. Charting settings control which clinical sections appear. If your organization has body map enabled, Body map appears. If your organization has procedures enabled, Procedures appears. If insurance is enabled, the insurance visit page appears and the Billing item can still surface a copay as a sent payment link. If fax is enabled, referral tools can appear. If labs are enabled, Lab Reports and Lab Orders can appear. If supplements are enabled, the Supplements page and charting section can appear. DoseSpot prescribing depends on account access. On smaller screens, the mobile visit hides sections that are not rendered there, including Summary and Body map. This means two practices can see different visit pages. It also means a section may disappear if the underlying feature is turned off. #### What can't I do here? Clinicians do not get the same organization-wide operational surface as owners, admins and staff. Owners, admins and staff can use the broader visits list with operational tools, including selecting visits for bulk archive or restore and using Show archived to include archived visits in the list. Clinicians’ dashboards are scoped to their own patients and visits. A canceled or no-show visit is closed for scheduling changes from the visit edit dialog. You can still view the visit, but the schedule cannot be changed there. Archived patients’ visits are read-only across the canvas, rail, billing, insurance, intake and visit tools. The archived banner appears on the visit, and the actions in those areas are disabled. You cannot use a feature-gated visit section unless that feature is enabled for your organization or account. For example, insurance, fax, labs, supplements, body map, procedures and DoseSpot prescribing depend on the corresponding feature or access being available, and the copay hint can show a sent payment link when insurance and billing are enabled. On phone visits, Summary and Body map do not appear in the section strip. #### Common questions #### Where do I open a visit? Open the visit from Visits. You can also open a patient record and go to that patient’s visits when you are working from the patient chart. #### Why is a section missing from the visit rail? The section may be turned off in your organization’s feature or charting settings, or it may require account-level access. #### What is the difference between the visit Summary and notes? Summary is the briefing or summary text shown at the top of the visit canvas. Notes is the clinical note area when notes are enabled for the organization. #### Can I carry prior chart records into today's visit? Yes, when the visit is still empty and there are eligible patient chart records, the visit can show Carry all forward. It can carry diagnoses, allergies, medications, supplements and recommendations when those sections are enabled. #### Why do I see an insurance badge in the visit rail? When insurance is enabled and the visit has eligibility information, the Insurance item can show an eligibility badge so you can see the insurance state before opening the insurance page. The Billing item can also show a Balance indicator or a copay state, including a sent payment link. Related guides Creating and running a visitCreate a visit, attach services, interviews, and consents, work the visit workspace, and manage visit billing items such as services, copays, and superbills.10 min readUnderstanding the visit SummaryUnderstand what the visit Summary is, where it appears in a visit, and how summary edits and templates work.6 min readVisit statusesUnderstand the visit status labels that appear in Visits and visit records, including the statuses that close a visit for schedule changes.4 min readFrom visit billing to superbill and claimCreate and review a superbill from a completed visit, then finalize, download, or void it. Start a draft claim from the visit’s Insurance page when the claim workflow is available.6 min readInvoicing patients and collecting paymentsReview patient invoices in list or board view, create and edit draft invoices, issue them to patients, and collect or record payments. Use the organization-wide Invoices page, a patient's billing page, or a visit's invoice card depending on your role and workflow.16 min read ### Finding your way around the patient chart - Help Center URL: https://ona.health/help/the-patient-chart Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Finding your way around the patient chart Learn how the Patients page and patient chart fit together, including the chart sidebar, Summary, timeline, Details & Settings, guardians and the authorized person area. Understand why some chart sections depend on role or enabled features, and how owners, admins and staff can bulk archive or restore patients and visits from lists. Patient chart11 min readUpdated October 20, 2026 What this explains - How Patients and the patient chart fit together - What the chart sidebar, Summary, View timeline and Details & Settings are for - How owners, admins and staff select patients or visits for bulk archive or restore - Why some chart sections depend on your role or enabled features You’ll need: a team account with access to Ona. The patient chart is where you review one patient’s record and move between their visits, messages, forms, billing, labs, body map and clinical history sections when those sections are available. Archived charts and visits show an archived banner and are read-only, but export remains available. The patient chart sidebar shows the patient status segment, a copyable MRN when one is set, a Patient details row near the top and a Guardians & family section, and admins also see a Log button and a footer Export menu. The patient details sheet includes an Authorized person area with name, phone and relationship. 1Patients2Patient record Use Patients (1) to return to the practice-wide patient list, and use Patient record (2) to open one patient's chart from the list. #### What is the patient chart in Ona? The patient chart is the home for one patient’s care and administrative record. Archived charts and visits are read-only, and export remains available. 1Patient header2Patient Information3Summary4Current chart overview Use the Patient header (1) for the patient's name, avatar or initials, and basic status details, and use Patient Information (2) for the patient sidebar details that stay visible while you move through the chart. The Summary (3) opens the chart's overview, and Current chart overview (4) is the main pane where you review the selected section. The chart has a patient sidebar on the left and the selected section on the right. The top of the sidebar shows the patient’s name, avatar or initials, status, date of birth and age when available, email, phone, a status segment, Patient details for the editable profile sheet, and Guardians & family for guardian access. When insurance is enabled, the sidebar can also show eligibility. The patient balance appears in the sidebar as a full-width balance row with loading, error and refund states, and a link to billing. The patient details sheet also includes an Authorized person area with name, phone and relationship. The chart opens on Summary. Use Summary when you want the fastest clinical overview before a visit or while reviewing a record. Archived charts and visits are read-only, but export remains available. Depending on your organization’s charting setup, it can show the patient briefing, reason for visit, vitals, diagnoses, observations, allergies, medications, hospitalizations, surgical history, family history, social history, OB/GYN history, vaccines, supplements, recommendations, procedures, body map and generated notes. The Summary sections appear in your organization’s configured section order. The Summary also includes a View timeline button. #### When should I use Patients instead of the patient chart? Use the patient list when you need to find, filter or review records across the practice. Open an individual patient when you are ready to work in that patient’s chart. 1Patients2Marcus Ellington Use Patients (1) to return to the practice-wide patient list, and use Marcus Ellington (2) to open one patient's chart from the list. Owners, admins and staff also see operational tools on Patients, including duplicate detection and bulk archive or restore. Clinicians do not see those operational tools from Patients. If possible duplicates are found, owners, admins and staff can review them from the duplicate notice. The review shows matching records side by side, lets you choose the record to keep, and can merge or dismiss groups. When records are merged, visits, notes, invoices, claims, messages, forms and files move to the kept record, blank details are filled from the others, and the other records are archived. This cannot be undone from the merge dialog. See Finding and merging duplicate patients for the merge workflow. #### How does the patient chart work? In the left sidebar, click Patients, then click the patient's name to open the chart. The chart sidebar is the table of contents for that patient. Click a section to switch what you are viewing. Archived charts and visits are read-only, but export remains available. 1Chart sections2Details & Settings3MRN4Export Use Chart sections (1) to move between the available patient areas, Details & Settings (2) to open the patient's profile and settings, MRN (3) to copy the medical record number when one is set, and Export (4) to open the export menu. The chart includes Summary, Visits, Cases, Care Plans, Notebook, Tasks, Omnichannel, Faxes, Referrals, Consents, Forms, Interviews, Lab Reports, Lab Orders, Supplements, DoseSpot, Food Journal, Care Time, Invoices, Memberships, Claims and Details & Settings when those sections are available. Details & Settings stays pinned at the bottom of the sidebar so you can reach the patient’s profile and settings without scrolling. Owners, admins and staff can select visits in Visits to archive or restore them in bulk. Archived charts and visits are read-only, but export remains available. The Guardians & family section shows guardian access states such as active, expired and revoked when that feature is available. Some sections appear only when your practice has that feature turned on. These can include Cases, Care Plans, Lab Reports, Lab Orders, Supplements, DoseSpot, Food Journal, Care Time and Memberships. Role also affects a few sections. Claims appears only for owners, admins and staff when insurance features are turned on. Faxes appears only for owners, admins and staff when faxing is turned on. Referrals appears when faxing is turned on. The Guardians & family section and the Authorized person area are also available based on the patient chart features your organization has turned on. The payment method area can also change by billing profile when your clinic has more than one billing profile. At the bottom of the sidebar, the patient’s copyable MRN appears when one is set. If none is set, the sidebar shows No MRN. The patient export menu is also at the bottom of the chart sidebar, and admins also see Log there for the Activity Log panel. #### How does Summary help before or during care? In the patient chart sidebar, click Summary to scan the patient’s current chart without opening each section one by one. Archived charts and visits are read-only, but export remains available. 1Timeline2Visit card3Clinical records Use Timeline (1) to review visits and observations by day, Visit card (2) to open one visit from the sheet, and Clinical records (3) to expand the records tied to that visit. The Summary brings together the clinical sections that are enabled for your organization. It can include vitals, diagnoses, observations, allergies, medications, supplements, recommendations, procedures, generated notes, media and body map. Click View timeline to open a sheet that lists visits and observations by day. Visit cards can show the visit title, status, clinician, duration and briefing text. When a visit has clinical records, expand the clinical record count to see related diagnoses, observations, allergies and recommendations. Click a visit in the timeline to open that visit. #### What is in Details & Settings? In the left sidebar, click Patients, then click the patient's name. In the patient chart sidebar, click Details & Settings for patient settings and administrative maintenance that is separate from the clinical Summary. 1Details & Settings Use Details & Settings (1) to open the patient settings page from the sidebar. 1Settings sections2Share a setup link Use Settings sections (1) to move between the patient settings areas, and use Share a setup link (2) to open the setup link action in the top right. Use Details & Settings when you need to review or maintain the patient record outside visit review. The page can include a Payment method section, and when a clinic has multiple billing profiles that section shows one row per billing profile with a Required or Optional label and Add card, Update or Remove actions for each profile. The section has its own deep link and return behavior so you can open it directly and come back to where you were. Use the status and tags workflows when you need to organize patients for front-desk or operational follow-up. See Patient statuses and tags for how those labels are used. #### What changes by role or enabled feature? The chart changes based on your role and the features enabled for your organization. Archived charts and visits are read-only, but export remains available. Owners and admins have the administrative dashboard surface. Staff have the operational surface without organization settings. Clinicians have a scoped clinical surface and do not see operational chart links such as Claims or Faxes. Admins also see the Log button in the patient chart footer. Feature settings control which specialty sections appear. For example, lab features add Lab Reports and Lab Orders. Referrals appears when faxing is turned on. Supplements add Supplements. Care Time adds Care Time. Memberships add Memberships. Insurance adds eligibility and can add Claims for owners, admins and staff. The Guardians & family section and the Authorized person area also depend on the patient chart features your organization has turned on. The payment method area can also change by billing profile when your clinic has more than one billing profile. If a section is not in the sidebar, it may not be enabled for your organization or available to your role. #### Common questions #### Why do I see different patient chart sections than another teammate? Your role and your organization’s enabled features control the sidebar. For example, clinicians do not see operational Claims or Faxes links, and feature-specific sections appear only when those features are turned on. Archived charts and visits are read-only, but export remains available. #### Where do I see patient information quickly? Use the patient status segment, Patient details row and Guardians & family section in the chart sidebar. Patient details opens the editable profile sheet, and the status segment can show an archived banner. #### Where do I see the patient’s visits and observations over time? In the patient chart sidebar, click Summary, then click View timeline. The timeline groups visits and observations by day and lets you open a visit from the timeline. #### Why does the sidebar show No MRN? The bottom of the patient chart sidebar shows the patient’s medical record number when one is set. If none is set, it shows No MRN. #### Can I bulk archive or restore patients from the Patients list? Yes, owners, admins and staff can select patients from Patients. Select all patients selects every patient that matches the current list filters. Archiving patients also archives their visits, notes, forms and consents, and removes them from the patient list. Restoring patients returns them to the patient list and brings back the visits, notes, forms and consents archived with them. #### Can I bulk archive or restore visits from a patient chart? Yes, owners, admins and staff can select visits from Visits in a patient chart. Select all visits selects every visit that matches the current list filters. Archiving visits cancels their calendar events, stops reminders and scheduled intake, and removes them from the visits list. Restoring visits returns them to the visits list and the clinician's calendar. Reminders and intake cancelled on archive aren't sent again. #### Can I export a patient’s data from the chart? Use Export at the bottom of the chart sidebar. Export remains available on archived charts and visits. See Archiving, restoring and exporting patient data for the full export workflow. #### Where do I manage guardians and family members? Use Guardians & family in the sidebar to review access states, or open Patient details for the profile sheet. #### Where do I manage a patient's payment method? Open Details & Settings. Use the Payment method section there, where each billing profile can have its own card row with Required or Optional labels and Add card, Update or Remove actions. Related guides Adding a patientCreate a patient from the Patients list, decide whether to send a portal invitation, and complete the patient record from Details & Settings.6 min readPatient statuses and tagsUse this reference to understand patient status badges, patient tags, visit tags, and the filters that use them.6 min readArchiving, restoring and exporting patient dataArchive a patient record when it should no longer be active, restore an archived patient when you have the right role, and export patient data from the patient chart.6 min readFinding and merging duplicate patientsReview possible duplicate patient records from Patients, choose the record to keep, merge duplicate groups, or mark matches as not duplicates.6 min readFinding your way around a visit"Understand the visit page in Ona: where clinical charting, intake, billing, insurance and visit-specific tools appear, including the mobile top bar, chip strip, drawer and Records flow. Archived patients’ visits are read-only, and the header shows coverage and balance at a glance."11 min read ### Cases - Help Center URL: https://ona.health/help/cases Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Cases Use cases to group a patient's visits into an episode of care with problems, goals, linked visits, billing details, status history and discharge outcomes. Owners and admins can turn Cases on from Settings. Patient chart9 min readUpdated October 20, 2026 What you can do here - Turn on Cases for your organization from Settings if you are an owner or admin - Use a patient's Cases tab to group visits into one episode of care - Record a case title, description, start date, ICD-10 problems, treatment goals and billing details - Review case status, discharge reason, linked visits, claim and balance details, and status history - Open a linked visit from the case detail view You’ll need: Cases enabled for your organization. Owners and admins can turn it on from Settings. Cases live in the patient's chart on the Cases tab. A case groups visits into one episode of care, with the problems treated, goals, linked visits, billing details and outcome. #### How do I turn on Cases? Owners and admins can turn on Cases in Settings. In the left sidebar, click Settings (at the bottom). In the settings menu, under Configuration, click Cases. Use Settings (1) and Cases (2) to get to the Cases settings page. 1Settings2Cases 1Cases toggle2What Cases does - Turn on Cases. The setting saves automatically. If the save fails, Ona shows Couldn't save and restores the last saved setting. When Cases is enabled, the patient chart includes a Cases tab with problems, goals and status tracking. #### What information can I record on a case? Cases are recorded on the Cases tab in a patient's chart. In the left sidebar, click Patients, then click the patient's name and open the Cases tab. Use Cases (1) in the patient chart navigation to open the tab. 1Cases 1Title2Start date3Primary problem4Secondary problems5Goals A case requires Title and Start date. You can also add a Description, one Primary problem, Secondary problems and Goals. On the form, Title (1) and Start date (2) are required, while Primary problem (3), Secondary problems (4) and Goals (5) hold the clinical details. The case form also has a collapsible Billing section when you need to set billing mode, insurance, authorizations, referral and injury details for the case. It is where you set the policy the case bills, link authorizations for this episode, and record referral and injury information that claims repeat. Problems can include an ICD-10 diagnosis, a free-text description, or both. Empty problem rows are not saved. Each goal requires a description. You can also add baseline and target values, a target date, status and term. New goals start with Not started and Short-term selected. When you create or update a case, Ona closes the sheet after a successful save. If a save fails, Ona shows an error toast with the error message when available. #### How do I add problems to a case? Cases are edited from the Cases tab in a patient's chart. In the left sidebar, click Patients, then click the patient's name, open the Cases tab and open the case form. - In Primary problem, search for and select an ICD-10 diagnosis, or enter a free-text description. - Under Secondary problems, select Add for each additional problem. - Search for an ICD-10 diagnosis or enter a description for each secondary problem. - Select Create case for a new case, or Save changes for an existing case. 1Primary problem2Secondary problems The case detail view lists the primary problem first and marks it as primary. In the screenshot, Primary problem (1) is where you enter the main diagnosis, and Secondary problems (2) is where you add additional problems. #### How do I add goals to a case? 1Add goal2Goal description3Baseline and target4Target date, status and term - In Goals, select Add goal. Add goal (1) adds a new goal row. - Enter the goal description in Goal description (2). - Add baseline and target values in Baseline and target (3) if you use measurable targets. - Add a target date, choose the goal status and choose the term in Target date, status and term (4). The case detail view shows how many goals are Met out of the total number of goals. Goal statuses are Not started, In progress, Met, Not met and Revised. Goal terms are Short-term and Long-term. #### How do I view a case and its linked visits? Open the patient's chart from the left sidebar, then click the patient's name and open the Cases tab to review a case without leaving the chart. 1Case status2Problems3Goals4Linked visits5Status history - Select a case from the list. The case detail panel shows Case status (1) beside the title. - Review Description, Problems and Goals. In the panel, Problems (2) and Goals (3) show what the case is treating and tracking. - Select Edit to change the case form, including billing details. - In Linked visits, select a visit to open it. Linked visits (4) is where you jump to a visit from the case. - Review linked-visit claim details, patient owes amounts and billing-mismatch warnings when they appear. - Review Status history to see status changes and who made them. Status history (5) records the case's status changes. If no visits are linked, the case shows No visits linked to this case yet. #### What happens when I discharge a case? Discharging a case records the outcome for the episode. In the left sidebar, click Patients, then click the patient's name, open the Cases tab and open the case. The Discharge case dialog requires Discharge reason. Discharge date is filled with today's date when the dialog opens. The Discharge button is unavailable until you choose a Discharge reason. After discharge, the case status shows Discharged, and the discharge reason appears in the case detail header. Available discharge reasons are Goals met, Plateau, Self-discharged, Referred out and Lost to follow-up. #### Case statuses Open the case detail view from the patient's chart by clicking Patients in the left sidebar, then clicking the patient's name, opening the Cases tab and selecting a case. The case detail view shows the current status beside the case title and keeps a Status history. Current status (1) appears beside the title, and Status history (2) appears below it. 1Current status2Status history Available case statuses are Planned, Active, On hold, Discharged and Cancelled. #### What can't I do here? Cases have these limits: - Staff and clinicians cannot turn Cases on or off from Settings. - A case cannot be saved without a Title and Start date. - A goal cannot be saved without a description. - You cannot select Discharge until you choose a Discharge reason. - The Billing section only appears when billing can be read for the case. - Linked visit claim details, patient owes amounts and billing warnings only appear when billing information is available. #### Common questions #### What is a case? A case groups a patient's visits into one episode of care. It stores the problems being treated, goals, linked visits, billing details, status changes and discharge outcome. #### Can a case have more than one problem? Yes. A case can have one Primary problem and multiple Secondary problems. Each problem can use an ICD-10 code, a free-text description, or both. #### Can I add goals after creating the case? The case form supports adding, removing and updating Goals when editing an existing case. #### Where do linked visits appear? Open the case detail view by clicking Patients in the left sidebar, clicking the patient's name, opening the Cases tab and selecting a case, then look under Linked visits. Selecting a linked visit opens that visit and can show its claim details, patient owes amount and billing mismatch warning. #### Why can't I discharge a case? The Discharge button stays unavailable until you choose a Discharge reason. #### What is the Billing section for? Use Billing to set the billing mode, insurance, authorizations, referral and injury details that a case carries onto its linked visits and claims. Related guides Finding your way around the patient chartLearn how the Patients page and patient chart fit together, including the chart sidebar, Summary, timeline, Details & Settings, guardians and the authorized person area. Understand why some chart sections depend on role or enabled features, and how owners, admins and staff can bulk archive or restore patients and visits from lists.11 min readCreating and running a visitCreate a visit, attach services, interviews, and consents, work the visit workspace, and manage visit billing items such as services, copays, and superbills.10 min readDiagnoses, medications, and allergiesRecord diagnoses, medications, allergies, supplements, and No known allergies from the patient Summary or while charting a visit. Review details, edit clinical fields, and archive records that should no longer appear in the active chart.9 min readVisit statusesUnderstand the visit status labels that appear in Visits and visit records, including the statuses that close a visit for schedule changes.4 min read ### Diagnoses, medications, and allergies - Help Center URL: https://ona.health/help/diagnoses-medications-and-allergies Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Diagnoses, medications, and allergies Record diagnoses, medications, allergies, supplements, and No known allergies from the patient Summary or while charting a visit. Review details, edit clinical fields, and archive records that should no longer appear in the active chart. Patient chart9 min readUpdated October 13, 2026 What you can do here - Add diagnoses with ICD-10 search or a custom entry - Add medications and supplements with product details, dosing, dates, and notes - Add allergies, reactions, severity, criticality, and No known allergies - Review a record's codes, status, onset, notes, and other details - Edit clinical details or archive a record that should no longer appear in the active chart You’ll need: access to the patient chart in a chart view that is not read-only. Diagnoses, allergies, medications, and supplements live on the patient Summary. In the left sidebar, click Patients, click the patient's name, then click Summary in the patient chart menu. Use the sections in the screenshot to move around the page: Diagnoses (1) and Allergies (3) are record sections, Add diagnosis (2) opens the diagnosis dialog, and Medications (4) is the medication section. The same record sections can also appear while charting a visit, so you can add a record directly to that visit. 1Diagnoses2Add diagnosis3Allergies4Medications Adding a medication or supplement here records it on the patient's chart. Prescribing is a separate workflow. See Sending a prescription. #### How do I add a diagnosis? On the same page, open the patient chart first: in the left sidebar, click Patients, then click the patient's name. In the patient chart menu, click Summary. In a visit, click Visits in the left sidebar, then click the visit. Add a diagnosis where it belongs on the chart. The dialog's steps are the search field (1), the custom entry option (2), a matching code row (3), the billable status (4), and Next (5). 1Search by name or ICD-10 code2Custom entry3A matching code4Billable or not billable5Next - Select Add diagnosis in the Diagnoses section. - Search by condition name or ICD-10 code (1), or browse the categories. - Choose a matching code (3). If the row is Not billable (4), choose a more specific billable code before continuing. - If the diagnosis is not listed, use the custom entry option (2). - Select Next (5). - Choose Certainty. Use Provisional (working) while you are still working it up, or Differential (rule out) when it belongs on a rule-out list. - Add Severity, Onset date, and Note if they matter, then select Add diagnosis. The diagnosis appears as a pill in the Diagnoses section. If you add it during a visit, it is saved with that visit. #### How do I add a medication or supplement? On the same page, choose the most specific product you can when the strength and form are known. The screenshot shows the medication and supplement sections side by side: Medications (1) and Supplements (3) are the section headings, while Add medication (2) and Add supplement (4) open the two dialogs. 1Medications2Add medication3Supplements4Add supplement To add a medication: - Select Add medication in the Medications section. - Search for a brand or generic name. - Choose the name, then choose a strength and form when the picker shows them. - If you need to chart the name without a strength, choose the option to chart it without a strength. - If the medication is not listed, continue with a custom entry. - Select Next. - Choose Status. New medications default to Active; other options include Intended, On hold, Completed, Stopped, and Not taken. - Add dosing details as needed: Route, Dose amount, Dose unit, Frequency, Start date, End date, Instructions, and Note. Select Add medication. To add a supplement: - Select Add supplement in the Supplements section. - Search for a supplement product, or continue with a custom entry when the supplement is not listed. - Choose Status. - Add dosing details, dates, and Note as needed, then select Add supplement. You can also add supplements by applying a supplement template from the Supplements section. When you choose a medication or supplement product with known details, the form can prefill fields from that product. You can change those details before saving. #### How do I add an allergy or No known allergies? On the same page, use No known allergies only when the patient has no real allergies recorded. In the screenshot, Allergies (1) is the section heading, Add allergy (2) opens the allergy dialog, and mark no known allergies (3) records that there are none. 1Allergies2Add allergy3mark no known allergies To add an allergy: - Select Add allergy in the Allergies section. - Search for an allergen. Results are grouped as Medications and Foods, environmental & other substances. - Choose a result, or use a custom entry when the allergen is not listed. - Choose Type and Category. Add Severity, Criticality, Onset date, Reactions, and Note if known. - Select Add allergy. To record that the patient has no known allergies, select mark no known allergies from an empty Allergies section, or select Add allergy and then No known allergies in the dialog. No known allergies is only offered when the patient has no real allergies recorded and does not already have a No known allergies record. #### How do I review the details on a record? On the same page, review a record by hovering over its pill on desktop or tapping it on a touch device. The detail card shows the coded and clinical details without opening an edit form. The numbered callouts show the code list (1), the recorded details area (2), and the actions you can use from the card: Archive (3) and Edit (4). 1Codes (ICD-10, SNOMED)2Recorded, status, severity, onset and note3Archive4Edit The top of the card shows the record name. Coded records show their codes (1). The details area shows the fields that apply to that record (2): diagnoses show status, severity, certainty, onset, resolved date, and note; allergies show type, category, severity, criticality, status, onset, note, and reactions; medications show type, status, start and end dates, dosage, reason, and note; supplements show source, status, started and ended dates, dosage, note, and supplement facts. Supplement pills can also show View label on DSLD. Use Edit (4) when the clinical details need to change. Use Archive (3) when the record should no longer appear in the active chart. On archived patients, the pill action bar hides edit, archive, AI review, and visit-link actions. #### How do I edit or archive a record? On the same page, edit a record when the clinical details have changed. Archive it when the record should no longer appear in the active chart. In the screenshot, Codes (1) shows the record's coding, Recorded, status, severity, onset and note (2) shows the detail grid, and Archive (3) and Edit (4) are the actions at the bottom. 1Codes2Recorded, status, severity, onset and note3Archive4Edit - Hover over the record's pill on desktop or tap it on a touch device to open the details panel. - Select Edit. - Change the fields the edit form allows. - Select Save changes. Diagnosis edits include Status, Severity, Certainty, Resolved date, and Note. Allergy edits include Status, Severity, Criticality, and Note. Medication edits include Status, dosing fields, dates, Instructions, Note, and Change for choosing a different medication. Supplement edits include Status, Change for choosing a different supplement, dosing fields, dates, and Note. To archive a record, hover over the pill on desktop or tap it on a touch device to open the details panel, select Archive, then confirm the archive action. The record is removed from the active section. On archived patients, those action-bar controls are hidden on diagnosis, medication, allergy, and supplement pills. #### What can't I do here? - You cannot add records from a read-only chart view. - You cannot add a non-billable ICD-10 diagnosis from the coded picker. Choose a more specific billable code before selecting Next. - You cannot edit the diagnosis code or allergen after saving. Archive the record and add a new one if the coded concept is wrong. Medication and supplement products can be changed from the edit form. - You cannot edit No known allergies into a real allergy. Archive No known allergies if it was recorded in error. - You cannot record No known allergies when the patient already has real allergies recorded. - On archived patients, the pill action bar hides edit, archive, AI review, and visit-link actions for diagnosis, medication, allergy, and supplement pills. #### Common questions #### Can I add a custom diagnosis, medication, supplement, or allergy? Yes. Diagnosis, medication, supplement, and allergy pickers let you continue with the text you typed when the coded result is not available. Custom entries may not have ICD-10, SNOMED, RxNorm, or supplement product codes. #### Why does a diagnosis say Not billable? Some ICD-10 rows are categories or less-specific codes. Pick a more specific billable code before selecting Next. #### Can I use this to prescribe a medication? No. Adding a medication or supplement records it on the chart. Use the prescribing workflow for prescriptions. See Sending a prescription. #### Can I see medication history from outside the charted list? Medication history is a separate view. See Viewing a patient's medication history. #### Can I open a supplement label from the detail card? Yes, when the supplement detail card shows View label on DSLD. #### Why don't I see No known allergies? No known allergies is hidden when the patient already has a real allergy recorded or already has a No known allergies record. Related guides Creating and running a visitCreate a visit, attach services, interviews, and consents, work the visit workspace, and manage visit billing items such as services, copays, and superbills.10 min readViewing a patient's medication historySee what a patient has actually been dispensed - including prescriptions written outside your practice - from the Medication History view inside DoseSpot.6 min readSending a prescriptionOpen DoseSpot from any patient chart to write a prescription - or, on a proxy account, prepare one and queue it for a prescriber to review and send.6 min readRecording visits with Ambient ScribeRecord the visit conversation - onsite, on a video call, or by upload - and get a speaker-labelled transcript that drives the AI note.6 min readReviewing and signing an AI-drafted noteCreate a note from a template or a past note, review and edit Ona's draft, then sign it. You can also share a signed note with the patient or export it as a PDF.9 min read ### Observations and vitals - Help Center URL: https://ona.health/help/observations-and-vitals Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Observations and vitals Review and update patient observations from the chart or a visit record. Edit an observation's value and note when the record is not read-only. Patient chart3 min readUpdated October 13, 2026 What you can do here - Review observations and vitals in a patient's clinical records or during a visit - Update an observation's value, unit and note with unclamped number inputs where applicable - Log a first vitals reading, then review the latest-reading strip and open trends from it - Enter a recorded date for vitals before you save; the sheet shows an error if the date is missing or in the future - Save changes to an observation when the record is not read-only, unless the patient is archived You’ll need: a clinic member role with access to the patient chart. Observations are clinical measurements and findings recorded on the patient's chart or on a specific visit. Use the patient chart for the longitudinal record. Vitals appear in the same clinical records area and open inline from the latest-reading strip or its footer. 1Diagnoses2Allergies3Medications4Observations Use Diagnoses (1), Allergies (2), Medications (3) and Observations (4) to move between the chart sections. #### How do I edit an observation? Edit an observation when the recorded value or note needs correction. Open the patient's chart or the visit record that contains the observation, then open the observation's details. - Open the patient's chart in the left sidebar by clicking Patients, then clicking the patient's name. If the observation is part of a visit, in the left sidebar, click Visits, then click the visit and open its records page. - Open the observation's details. - Select Edit. - Update the observation value. - Update Note if the result needs context. - Select Save changes. The observation updates in the patient's chart. #### What can't I do here? Observation actions are limited in these ways: - Read-only records do not show add or edit actions. - Archived patient charts do not show edit, archive, AI review or carry-forward actions on observation pills. - Carry forward is disabled for observations in archived patient charts. - You cannot add or edit observations unless you are signed in as a clinic member with access to the chart. - Observation values and vitals use unclamped number inputs, and height uses a unit-aware number input. - Blood-pressure validation shows field-level error text. - When you open vitals, the available fields and labels depend on your organization's vitals settings and unit system. - In the vitals sheet, you cannot save until the recorded date is valid. Missing dates and future dates show an error. #### Common questions #### Can I add a note to an observation? Yes. In the patient's chart or the visit record that contains observations, open Edit observation, update Note, then select Save changes. #### Can I change an observation's value after saving? Yes, when the record is not read-only. In the patient's chart or the visit record that contains observations, open Edit observation, change the value with the input shown for that observation type, and select Save changes. #### Can I change the observation name after saving? The edit form shown here lets you change the observation value and Note. It does not show a control for changing the observation name. #### Why can't I edit an observation? The chart may be read-only or archived, or you may not be signed in as a clinic member with access to the chart. Archived patient charts also hide edit, archive, AI review and carry-forward actions for observation pills. #### Are vitals separate from observations? Vitals are part of the clinical records area, and you open them inline from the latest-reading strip or its footer. The fields and labels you see depend on your organization's vitals settings and unit system. The sheet also requires a valid recorded date before you can save. Related guides Finding your way around the patient chartLearn how the Patients page and patient chart fit together, including the chart sidebar, Summary, timeline, Details & Settings, guardians and the authorized person area. Understand why some chart sections depend on role or enabled features, and how owners, admins and staff can bulk archive or restore patients and visits from lists.11 min readDiagnoses, medications, and allergiesRecord diagnoses, medications, allergies, supplements, and No known allergies from the patient Summary or while charting a visit. Review details, edit clinical fields, and archive records that should no longer appear in the active chart.9 min readPatient media and documentsUpload, preview, organize, rename, move, share, download, archive and restore files in a patient's Media section or a visit's Media section. Share files and folders with the patient portal when the patient should be able to see them, and delete files permanently after they are archived.10 min readCreating and running a visitCreate a visit, attach services, interviews, and consents, work the visit workspace, and manage visit billing items such as services, copays, and superbills.10 min readReviewing and signing an AI-drafted noteCreate a note from a template or a past note, review and edit Ona's draft, then sign it. You can also share a signed note with the patient or export it as a PDF.9 min read ### Reviewing AI-suggested records - Help Center URL: https://ona.health/help/reviewing-ai-suggested-records Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Reviewing AI-suggested records Review AI-suggested diagnoses, medications, allergies, supplements, patient history and reasons for visit. Confirm suggestions you want to keep, or dismiss suggestions that do not belong in the chart. Patient chart7 min readUpdated October 19, 2026 What you can do here - Find AI-suggested clinical records marked with a sparkles icon or AI badge - Review the details of a suggested diagnosis, medication, allergy or supplement - Confirm a suggestion so it no longer needs AI review - Dismiss a suggestion that should not stay in the patient's record - Review the patient history and reason for visit Ona suggests, when your practice charts them - Edit or archive suggested records from the same detail card when those actions apply You’ll need: the owner, admin, staff or doctor role. AI-suggested records appear inside the patient's clinical record sections, alongside practitioner-entered records. Suggestions stay visually marked until they are confirmed, except on archived patients, where the chart and visit are read-only and do not show the AI review controls. #### How do I find AI-suggested clinical records? In the left sidebar, click Visits, then click the visit to review suggested records in the same sections where you manage clinical records. AI-suggested items can appear in Diagnoses, Medications, Allergies, Supplements, Hospitalizations, Surgical history, Family history, Vaccines, Social history, OB/GYN history and Reason for visit. 1Visits2Diagnoses3Medications4Allergies Use Visits (1) to open the visit, then review Diagnoses (2), Medications (3) and Allergies (4) in the clinical record sections. AI-suggested records are marked in two places: - The record pill shows a sparkles icon before the record name while the suggestion is unconfirmed. - The record detail card shows an AI badge. If you are reviewing records during a visit, you may also see a From the chart band. Those are active chart records that are not yet part of the current visit. They are separate from whether a record was suggested by AI. On desktop, hover over the pill to inspect it. On touch devices, tap the pill to open a bottom drawer with the detail card and review actions. On archived patients' charts and visits, those review actions do not appear. #### How do I review an AI-suggested record? On the same page, use the record pill to inspect the suggestion before you decide whether to keep it. The same review pattern applies to AI-suggested diagnoses, medications, allergies, supplements, patient history sections and the reason for visit. - In the left sidebar, click Visits, then click the visit. - Find a record pill with the sparkles icon. - On desktop, hover over the pill to open its detail card. On touch devices, tap the pill to open the bottom drawer. - Review the coding, status, source details, notes and any section-specific details shown on the card. The detail card shows the actions available for that record, including AI review actions when the record is still unconfirmed. On archived patients' charts and visits, those controls do not show. #### How do I confirm an AI-suggested record? On the same page, confirm a suggestion when it belongs in the patient's record. Confirmation removes the item from the unreviewed AI state. 1Record pill2Confirm Use the AI-suggested Record pill (1) to open the detail card, then select Confirm (2) to keep the suggestion in the chart. - Hover over the AI-suggested record pill. - Use the confirm action in the AI review controls. The AI review controls disappear, and the sparkles marker no longer appears for that record. #### How do I dismiss an AI-suggested record? On the same page, dismiss a suggestion when it should not be kept in the patient's record. Dismissing uses the AI review action for that record type. - Use the dismiss action in the AI review controls. The suggested record is removed from the clinical records list. If the action fails, you see Couldn't dismiss. #### How do I edit an AI-suggested record before confirming it? On the same page, if a suggestion is mostly right but needs cleanup, open the record's edit action from the detail card. Editing and confirming are separate actions. - Use the edit action in the detail card. - Update the available fields for that record type. - Select Save changes. After the edit saves, return to the record detail card and confirm the AI suggestion if you are ready to mark it reviewed. The editable fields depend on the record type. Diagnoses include Status, Severity, Certainty, Resolved date and Note. Allergies include Status, Severity, Criticality and Note. Medications include Status, Route, Dose amount, Dose unit, Frequency, Start date, End date, Instructions and Note. Use Change in the medication edit dialog when the suggested medication itself is wrong. #### How do I review patient history Ona suggested? On the same page, when your practice charts patient history (Settings → Charting), Ona also suggests the history it hears in a visit or reads in an intake form or interview: hospital stays, past surgeries, relatives' conditions, vaccines, social history and OB/GYN history. It suggests history only for the sections your practice has turned on. - Hospitalizations, Surgical history, Family history and Vaccines: suggested entries are pills with the sparkles icon, reviewed like the records above. Confirm keeps the entry; Dismiss deletes it. When Ona adds a condition to a relative you already charted, the relative's pill shows the sparkles icon and the new condition is marked in its card. Dismiss then removes only what Ona added. - Social history and OB/GYN history: Ona's changes show in a strip above the answers, and the changed answers are marked with the sparkles icon. Confirm keeps them; Dismiss brings back the answers from before. Saving the form yourself keeps them too. Ona never replaces history you charted. It adds entries, fills in details an entry leaves blank (such as a missing date), or suggests changes for you to review. #### How do I review a suggested reason for visit? On the same page, when the visit has no reason for visit, Ona suggests one from the transcript, intake form or interview: the patient's main concern in their own words and its codes. A strip under the reason offers Confirm to keep it and Dismiss to clear it, and the suggested reason is marked with the sparkles icon. Editing the reason makes it yours. Ona never replaces a reason you entered. #### What can't I do here? Clinical record review is limited in these ways: - You cannot confirm a record that is not marked as AI-suggested or that has already been confirmed. - You cannot dismiss patient history you charted yourself. Archive it instead. - You cannot edit the special No known allergies record into a real allergen. Archive it if it was added in error. - Add buttons are not shown in read-only clinical record sections. - AI review actions do not show on archived patients' charts or visits. #### Common questions #### Which record types can be AI-suggested? On the visit page, AI review actions appear for AI-suggested Diagnoses, Medications, Allergies and Supplements that have not been confirmed. When your practice charts them, Ona also suggests Hospitalizations, Surgical history, Family history, Vaccines, Social history, OB/GYN history and the Reason for visit. #### What happens when I confirm a suggestion? On the visit page, confirm the suggestion. The AI review controls disappear, and the record no longer shows as an unconfirmed AI suggestion. #### What happens when I dismiss a suggestion? On the visit page, dismiss the suggestion. The suggested record is deleted from the patient's clinical records list. If Ona cannot complete the action, you see Couldn't dismiss. #### Can I archive a suggested record instead of dismissing it? Yes, for diagnoses, medications, allergies and supplements. Dismiss is the AI review action for rejecting a suggestion. Archive is the regular clinical record action. #### Why don't I see AI review actions? On the visit page, the record may not be AI-generated, or it may already be confirmed. AI review controls appear only on AI-suggested records that still need confirmation, and archived patients' charts and visits hide them even when the record is AI-suggested. Related guides Finding your way around the patient chartLearn how the Patients page and patient chart fit together, including the chart sidebar, Summary, timeline, Details & Settings, guardians and the authorized person area. Understand why some chart sections depend on role or enabled features, and how owners, admins and staff can bulk archive or restore patients and visits from lists.11 min readDiagnoses, medications, and allergiesRecord diagnoses, medications, allergies, supplements, and No known allergies from the patient Summary or while charting a visit. Review details, edit clinical fields, and archive records that should no longer appear in the active chart.9 min readReviewing and signing an AI-drafted noteCreate a note from a template or a past note, review and edit Ona's draft, then sign it. You can also share a signed note with the patient or export it as a PDF.9 min readUsing Ona AssistantOpen Ona Assistant from anywhere in the dashboard, ask practice-wide or record-specific questions, and check the context behind each answer before you rely on it.6 min read ### Carrying records forward between visits - Help Center URL: https://ona.health/help/carrying-records-forward Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Carrying records forward between visits Bring active chart diagnoses, medications and allergies into a visit from the visit Records page instead of re-entering them. Patient chart5 min readUpdated September 28, 2026 What you can do here - Review diagnoses, medications and allergies already attached to the current visit - Bring active chart records into the visit from From the chart - Carry all records in a section when more than one is available - Add new diagnoses, medications and allergies while charting the visit - Confirm or dismiss AI-suggested records when review actions appear You’ll need: the Owner, Admin, Staff or Clinician role, and an open visit. Use the visit Records page when the visit should include a diagnosis, medication or allergy that already exists on the patient chart. Records that are active on the chart but not yet attached to the visit appear under From the chart. The clinical records summary shows record sections with diagnoses, medications and allergies displayed as pills. #### How do I carry one chart record forward into a visit? In the left sidebar, click Patients, then click the patient's name. In the patient chart, click Visits, click the visit you are charting, then click Records in the visit sections. Use From the chart to bring an existing chart record into the current visit without creating a new record. 1Diagnoses - Find the section you need, such as Diagnoses, Medications or Allergies. - Under From the chart, find the record you want to include in this visit. - Select the carry-forward control on that record. The record is attached to the current visit and remains part of the patient's chart. #### How do I carry all records in a section forward? In the left sidebar, click Patients, then click the patient's name. In the patient chart, click Visits, click the visit you are charting, then click Records in the visit sections. Use Carry all when the visit should include every chart record shown in one section. 1From the chart2Carry all - Review the records under From the chart. - Select Carry all. Ona attaches those chart records to the current visit. Records already attached to the visit are not shown in From the chart. #### How do I add a new record while charting a visit? In the left sidebar, click Patients, then click the patient's name. In the patient chart, click Visits, click the visit you are charting, then click Records in the visit sections. Add a new record when the diagnosis, medication or allergy is not already listed under From the chart. - Select Add diagnosis, Add medication or Add allergy in the matching section. - Search for the condition, medication or allergen. - Select the item you want, or continue with a custom entry when the dialog offers one. - Select Next. - Add the details needed for the record. - Select Add diagnosis, Add medication or Add allergy. The new record is saved to the patient chart and attached to the current visit. For more detail on these record types, see Diagnoses, medications, and allergies. #### What does From the chart mean? Open a visit by clicking Visits in the left sidebar, then clicking the visit. On the visit's Records page, From the chart means the record is active on the patient's chart but is not attached to the current visit. Use From the chart as a review list. Carry forward records that matter for the encounter. Leave records there when they should stay on the patient's chart but do not need to be part of this visit. Allergies shown under From the chart are expanded by default. If the patient has a No known allergies record, it appears as a chart-level statement rather than a per-visit allergy. #### What can't I do here? Open a visit by clicking Visits in the left sidebar, then clicking the visit. On the visit Records page, carry-forward actions are limited in these ways: - You cannot add, edit, archive or carry records forward when the visit is read-only. - Carry all appears only when there is more than one chart record in that section. - No known allergies cannot be carried forward as a per-visit allergy. - A diagnosis must use a billable ICD-10 code unless you add it as a custom entry. #### Common questions #### Does carrying a record forward duplicate it? No. Carrying a record forward attaches the existing chart record to the current visit. #### Why don't I see Carry all? Open a visit by clicking Visits in the left sidebar, then clicking the visit. Carry all appears in From the chart only when that section has more than one record available to carry forward and the visit is not read-only. #### Can I edit a carried-forward record? Yes, when record editing is available for the visit. Open the record pill and use its edit action. The available fields depend on the record type. #### What happens if I leave a record in From the chart? The record stays on the patient's chart, but it is not attached to the current visit. #### Can I carry AI-suggested records forward? AI-suggested records may show review actions on the record pill. Confirm or dismiss suggested records from the pill actions when those actions are shown. See Reviewing AI-suggested records. Related guides Finding your way around the patient chartLearn how the Patients page and patient chart fit together, including the chart sidebar, Summary, timeline, Details & Settings, guardians and the authorized person area. Understand why some chart sections depend on role or enabled features, and how owners, admins and staff can bulk archive or restore patients and visits from lists.11 min readDiagnoses, medications, and allergiesRecord diagnoses, medications, allergies, supplements, and No known allergies from the patient Summary or while charting a visit. Review details, edit clinical fields, and archive records that should no longer appear in the active chart.9 min readReviewing AI-suggested recordsReview AI-suggested diagnoses, medications, allergies, supplements, patient history and reasons for visit. Confirm suggestions you want to keep, or dismiss suggestions that do not belong in the chart.7 min read ### Patient media and documents - Help Center URL: https://ona.health/help/patient-media-and-documents Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Patient media and documents Upload, preview, organize, rename, move, share, download, archive and restore files in a patient's Media section or a visit's Media section. Share files and folders with the patient portal when the patient should be able to see them, and delete files permanently after they are archived. Patient chart10 min readUpdated October 4, 2026 What you can do here - Upload files to a patient's chart or to a specific visit, or take a photo on touch devices - Preview images, videos and PDFs, and download the original file - Create folders, rename files and folders, and move items between folders - Share files and folders with the patient portal, and see what is already shared - Search, filter, sort and switch between grid and list view - Select several files to move, share, download or archive them together You’ll need: access to the patient's chart. Use the Media section in a patient chart to keep chart files such as imaging, labs and referrals with the patient record. In the left sidebar, click Patients, then click the patient's name and open Media in the patient chart. The Media section also appears inside a visit. Patient-level media can be organized into folders. Visit media is a flat list for that visit. #### How do I upload files to patient media? In the left sidebar, click Patients, then click the patient's name and open Media in the patient chart. Upload here when a file belongs in the patient's chart rather than only in a visit. If you are already inside a folder, uploaded files go to that folder. 1Media section2Upload - Select Upload. - Choose one or more files, drag files into the media window, or use Take photo on a touch device. - Review the file names. These names are shown in the chart; the original file is kept as uploaded. - Select Add files if you need to add more files to the same upload batch. - Select Upload or Upload files. The upload dock shows progress for each file and lets you cancel or retry a file. Files over 500 MB are not uploaded. If you drag files onto a folder card, the files are filed in that folder. If the folder is shared with the patient, the upload review warns you that the files will be visible on the patient portal as soon as they upload. On touch devices, camera captures follow the same upload review flow. #### How do I add media to a visit? In the left sidebar, click Visits, then click the visit and open Media in the visit. Use the visit's Media section when a file belongs to that visit. Visit media uses the same upload flow, but the destination is This visit and folders are not shown. 1Media2Upload - Choose or drop the files, or use Take photo on a touch device. - Review the names shown in the chart. The files appear in that visit's Media section. On touch devices, camera captures follow the same upload review flow. #### How do I preview or download a patient media file? In the left sidebar, click Patients, then click the patient's name and open Media in the patient chart. Preview files here before downloading them. Images, videos and PDFs can open inline. Other document types show No preview for this file type and can still be downloaded. - Select a file in the strip, or open the file's actions menu and select Preview. - Use the previous and next arrows when they are available. - Select Download original to save the original file. - Close the preview when finished. The preview panel shows the file title, type, added date, size and duration when those details are available. A file that is visible on the patient portal shows a Shared badge. An archived file shows an Archived badge. #### How do I organize patient media into folders? In the left sidebar, click Patients, then click the patient's name and open Media in the patient chart. Create folders here to keep patient-level files grouped. Folders can contain files and other folders. - Select New folder. - Enter a Folder name. - Select Create. The folder is created in the current location. Folder names can be up to 120 characters and cannot contain “/”. To open a folder, select its folder card or row. Use All media in the breadcrumb or folder rail to return to the top level. #### How do I rename, move, archive or delete patient media? In the left sidebar, click Patients, then click the patient's name and open Media in the patient chart. Use the actions menu here when a file or folder needs to be cleaned up or shared with the patient. 1Rename2Move to…3Archive - Open the actions menu for a file or folder. - Select Rename to change the title or folder name, then select Rename. - Select Move to…, open the destination folder if needed, then select Move to All media or Move to the folder name. - Select Share with patient to show the file or folder on the patient portal. - Select Stop sharing when you no longer want the file or folder shared from that item. - Select Archive to archive a live file. - Turn on Show archived, open an archived file's actions menu, then select Restore or Delete permanently. Renaming a file changes the title shown in the chart, not the stored file name. Archiving a file hides it until Show archived is turned on. The archive toast tells you the file was archived and to turn on Show archived to find it. Deleting a folder deletes the folder, everything beneath it and the stored files. Sharing a folder makes everything in it visible on the patient portal, including its subfolders and anything added later. Ona asks you to confirm before sharing a folder. Items visible to the patient show a Shared badge. Archived files are hidden from the patient portal and do not show sharing actions until they are restored. You can also drag files or folders onto a folder, onto All media, or onto a breadcrumb to move them. A folder cannot be moved inside itself. #### How do I work with several files at once? In the left sidebar, click Patients, then click the patient's name and open Media in the patient chart. Select multiple files here when you need to move, share, download or archive them as a group. - Select the checkbox on each file you want to include. - In the selection bar, choose Move, Download, Share, Stop sharing or Archive. - Clear the selection if you want to start over. The selection clears when you navigate to another folder. Stop sharing appears when every selected file is shared directly; otherwise the selection bar shows Share. Permanent deletion is available one file at a time after a file is archived. #### How do I find files in patient media? In the left sidebar, click Patients, then click the patient's name and open Media in the patient chart. Use search and filters here when a chart has many files, when you need to see what is shared with the patient, or when you need to find archived files. - Use search to find files by title. - Select Shared to show Everything shared on the patient portal. - Turn on Show archived to include archived files. - Use All types to filter by media kind. - Open the sort menu and choose an order. - Switch between grid view and list view. Search spans all patient media, not only the folder you are viewing. The Shared filter also spans the whole chart. While searching or viewing shared media, folders step out of the view. Archived files are mixed into the view and show an Archived badge when Show archived is on. Select Clear search and filters if nothing matches. If nothing is shared yet, select Show all media to return to the full media view. #### What can't I do here? In the left sidebar, click Patients, then click the patient's name and open Media in the patient chart. In patient media, actions are limited in these ways: - Visit media does not show folders. Folders belong to the patient's chart-level media. - Files larger than 500 MB cannot be uploaded. - Folder names cannot be blank, cannot be over 120 characters and cannot contain “/”. - A folder cannot be moved inside itself. - When renaming, file titles cannot be blank. - Archived files cannot be renamed, moved, dragged or shared until they are restored. - A live file cannot be deleted permanently. Archive it first, then turn on Show archived and select Delete permanently. - Permanent deletion is available one file at a time, not from the multi-select bar. - Documents other than PDFs do not preview inline. Use Download original instead. - If an item is visible only because it is inside a shared folder, you cannot stop sharing it from that item's menu. Stop sharing the folder instead. #### Common questions #### Can I upload more than one file at a time? Yes. In the left sidebar, click Patients, then click the patient's name and open Media in the patient chart. Choose multiple files, drop multiple files into the media window, or use Take photo on a touch device. The upload dock tracks each file separately, and camera captures go through the same review flow. #### What is the difference between the file name and the title? The title is the name shown in the chart. The stored file name is kept separately and is used when you select Download original. #### Can I organize visit media into folders? No. In the left sidebar, click Visits, then click the visit and open Media in the visit. A visit's Media section shows a flat list. Use patient-level Media when you need folders. #### What happens when I share a folder with the patient? In the left sidebar, click Patients, then click the patient's name and open Media in the patient chart. Everything in the folder is visible on the patient portal, including subfolders and anything added to the folder later. You can use Stop sharing on the folder at any time. #### Why can't I stop sharing a file from its menu? In the left sidebar, click Patients, then click the patient's name and open Media in the patient chart. If the menu says the file is shared through a folder, the folder is what makes it visible. Open that folder's actions menu and select Stop sharing. #### Why don't I see folders while searching? In the left sidebar, click Patients, then click the patient's name and open Media in the patient chart. Search looks across all patient media, so the folder view is hidden while search is active. Clear the search to return to the folder you were viewing. #### Can I recover deleted media? In the left sidebar, click Patients, then click the patient's name and open Media in the patient chart. You can restore an archived file by turning on Show archived, opening the file's actions menu and selecting Restore. A file deleted with Delete permanently cannot be restored. Related guides Adding a patientCreate a patient from the Patients list, decide whether to send a portal invitation, and complete the patient record from Details & Settings.6 min readPatient insurance and card scanningAdd, edit, scan and remove insurance from a patient record. Owners and admins can also require insurance during patient intake from Insurance settings.8 min readCreating and running a visitCreate a visit, attach services, interviews, and consents, work the visit workspace, and manage visit billing items such as services, copays, and superbills.10 min readReviewing lab reportsRead parsed lab values next to the original report, acknowledge critical results, mark reports reviewed, and follow markers over time.4 min readSending and receiving faxesSet up faxing, work incoming faxed documents, send outgoing faxes, link faxes to patients, and manage the fax archive from Faxes.8 min read ### Food journal and nutrition targets - Help Center URL: https://ona.health/help/food-journal Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Food journal and nutrition targets Review a patient's food journal from the patient chart, set daily nutrition targets, and edit or delete meal entries. Owners and admins can also turn the food journal on or off for the organization. Patient chart9 min readUpdated October 13, 2026 What you can do here - Review a patient's calorie, macro and meal trends over a date range - Set daily targets for calories, protein, carbs, fat, and optional fiber and sodium - Choose whether patients see calorie counts in their own food journal - Search, filter, edit and delete food journal entries - Enable or disable the food journal for your organization if you are an owner or admin You’ll need: access to the patient chart. Owners and admins can change the organization food journal setting. The food journal lets patients log meals and lets your team review nutrition patterns from the patient chart. When it is enabled, open the patient food journal from the left sidebar: click Patients, click the patient's name, then click Food Journal to see trends, targets and entries for that patient. #### How do I turn on the food journal? - In the left sidebar, click Settings (at the bottom). In the settings menu, under Care, click Food Journal. Owners and admins can enable the food journal from Settings. - Turn on Food Journal. - Select Save changes. 1Settings2Food Journal Use Settings (1) in the left sidebar to open the settings area, then choose Food Journal (2) in the Care section to get to this page. 1Food Journal settings page2Feature description3On/off switch The Food Journal settings page (1) is where you turn the organization setting on or off. The Feature description (2) explains what the setting affects, and the On/off switch (3) is the control you use to change it. When Food Journal is on, patient meal logging and patient-chart food journal views are enabled. If the setting cannot be saved, Ona shows a save error toast and returns the switch to the last saved setting. If the food journal is off, opening a patient's food journal redirects back to Patients. #### How do I review a patient's food journal? - In the left sidebar, click Patients, click the patient's name, then click Food Journal to review food journal activity over time. The page opens to 7 days by default. - Choose 7 days, 14 days, 30 days or Custom to set the review period. - Review the summary cards for Avg Calories, Avg Protein, Avg Carbs, Avg Fat, Compliance and Logging. - Use Calories, Macros or Meals in Trends to change the chart view. - Select a day in the chart to filter the Entries table to that date. 1Food Journal Click Food Journal (1) in the patient navigation to open this page. 1Date range2Summary cards3Trend views4Targets card5Entries table Use the Date range (1) to change the period you are reviewing. The Summary cards (2) show the averages and compliance numbers, the Trend views (3) switch between calories, macros and meals, the Targets card (4) shows the active nutrition goals, and the Entries table (5) lists the meals for the selected range. The Entries table updates when you change the date range, chart day, meal filter or search. The calorie and macro summary cards compare averages with the patient's active target when one is set. A value is On target when it is within 10% of the target. Compliance shows how many logged days were within 10% for calories, protein, carbs and fat. Logging shows how many days in the selected range have entries. #### How do I set nutrition targets for a patient? - In the left sidebar, click Patients, click the patient's name, then click Food Journal to set patient-specific targets. Targets are daily goals and are used in the summary cards and trend charts. In a read-only archived chart, the Targets card button is disabled. - In Targets, select Set. If targets already exist, select Edit. In a read-only archived chart, these actions are disabled. - Choose Start from preset if you want to fill the fields from a preset. - Enter or adjust Calories (kcal), Protein (g), Carbs (g) and Fat (g). - Open Optional: Fiber & Sodium targets if you also want to track Fiber (g) or Sodium (mg). - Turn on Hide calories from patient if the patient should not see calorie counts in their own food journal. - Select Save target. 1Start from preset2Calories3Optional: Fiber & Sodium targets4Hide calories from patient5Save target Use Start from preset (1) to fill the form from a preset, then adjust Calories (2) and the other target fields as needed. Open Optional: Fiber & Sodium targets (3) when you want those extra goals, turn on Hide calories from patient (4) if needed, and select Save target (5) when you are done. The Targets card updates with the saved numbers. If Hide calories from patient is on, the card shows Calories hidden from patient. Preset Calories Protein Carbs Fat Other target Standard 2,000 kcal 150 g 250 g 65 g Weight Loss 1,500 kcal 140 g 50 g High Protein 2,200 kcal 200 g 70 g Low Carb 1,800 kcal 160 g 100 g Low Sodium 130 g 260 g Sodium 1,500 mg #### How do I find specific food journal entries? - In the left sidebar, click Patients, click the patient's name, then click Food Journal. Use the Entries table when you need to review a meal, food item or day in detail. - Set the date range with 7 days, 14 days, 30 days or Custom. - Use the meal filter to choose All Meals, Breakfast, Morning Snack, Lunch, Afternoon Snack or Dinner. - Search entries by food item. - Select a row to expand it and see the food items, portions, nutrient detail and notes. - Use the page controls at the bottom of the table when there are more matching entries. 1Meal filter2Meal choices3Search food items4Pagination Use Meal filter (1) to narrow the table by meal type, Meal choices (2) to pick one of the meal types, Search food items (3) to find a specific entry, and Pagination (4) to move through more results. The table shows 20 entries per page. Expanded rows show nutrient detail when it exists for the entry, including macronutrients, fats and minerals. #### How do I edit a food journal entry? - In the left sidebar, click Patients, click the patient's name, then click Food Journal to edit an entry when the meal type, portion, notes, context or macros need correction. In a read-only archived chart, the entry actions menu and Edit are disabled. - Find the entry in Entries. - Open the row actions menu and select Edit, or expand the row and select Edit. - Change Meal type if needed. - Update the food item's Food name, Quantity or Unit. - Edit Calories, Protein (g), Carbs (g) or Fat (g) in Macros (optional) if the saved nutrition values need correction. - Update Notes or select Edit meal context to record Hunger, Mood or Setting. - Select Save. The editor closes after the entry is saved. #### How do I delete a food journal entry? - In the left sidebar, click Patients, click the patient's name, then click Food Journal to delete an entry when it should no longer appear in the patient's food journal. In a read-only archived chart, the entry actions menu and Delete are disabled. - Open the row actions menu and select Delete, or expand the row and select Delete. - In Delete entry, review the warning. - Select Delete. The delete dialog closes after the entry is deleted. Delete entry states that this action cannot be undone. #### What can't I do here? In the left sidebar, click Settings (at the bottom). In the settings menu, under Care, click Food Journal. The food journal has these limits: - Only owners and admins can change Settings → Food Journal. - The patient chart food journal is available only when the organization food journal setting is enabled. - In a read-only archived chart, the Targets card button and the entry actions for Edit and Delete are disabled. - Save target is disabled until Calories (kcal) has a value. - Custom does not allow dates after today. #### Common questions #### Can I hide calories from the patient? Yes. Open the patient food journal from the left sidebar: click Patients, click the patient's name, then click Food Journal. In Targets, select Set or Edit, then turn on Hide calories from patient. The target card shows whether calories are hidden or visible to the patient. #### What counts as on target? For calories, protein, carbs and fat, Ona treats a logged day as on target when the value is within 10% of the active target. Compliance requires all four to be within that range. #### What meals can entries use? Entries use Breakfast, Morning Snack, Lunch, Afternoon Snack or Dinner. #### What happens when no target is set? The Targets card shows No daily targets set. The summary cards still show averages and logging, but calorie and macro cards show No target set until targets are saved. #### Can I review entries created from photos? Yes. Entries that appear in Entries can be reviewed, edited and deleted from the patient chart like other food journal entries. Related guides What patients see in the portalUnderstand the patient-facing portal and public Welcome page so your team can answer questions about visits, forms, records, shared files, care plans, messaging and payments.13 min readBuilding care plansBuild a reusable protocol once, apply it to any patient, and publish a plan they follow between visits - goals, recommendations, patient steps and shared photos, with every published version kept.15 min readTurning features on and offUse this reference to find which setting controls each optional feature, which menu items it shows, and why a feature may not appear for a team member.7 min read ### Using the patient notebook - Help Center URL: https://ona.health/help/patient-and-visit-notebook Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Using the patient notebook Create, search, edit and delete free-text notebook notes from a patient's chart or from a visit. The visit notebook shows the same patient-scoped notes as the patient's chart. Patient chart6 min readUpdated September 28, 2026 What you can do here - Write free-text notes in a patient's notebook - Open the same patient notebook from a visit without leaving the visit - Search the notebook note list - Edit notes with autosave and markdown support - Delete notes that should no longer stay in the notebook You’ll need: the Owner, Admin or Clinician role. The notebook is a patient-scoped note area. In a visit, Notebook shows the same notes as Notebook in that patient's chart, so anything you add in one place appears in the other. Use the notebook for free-text notes that live with the patient record. Signed, template-based clinical notes use the generated note workflow instead. See Reviewing and signing an AI-drafted note and Correcting a signed note. #### How do I open the patient notebook? Open the notebook from the patient chart when you want to review or add notes outside a specific visit. In the left sidebar, click Patients, click the patient's name, then click Notebook in the patient chart menu. 1Notebook - Select a note from the list. - If no notes exist, select create a new one. - To start a new note from the list, select the new note button. The note opens in the editor on the right. If no note is selected, the page prompts you to select a note or create a new one. #### How do I use the notebook during a visit? Open the notebook from a visit when you need patient notes while charting the encounter. The visit notebook is not a separate visit-only notebook; it is the patient's notebook shown inside the visit. - In the left sidebar, click Visits, click the visit, then click Notebook in the visit section menu. - Select an existing note from the list, or select the new note button. - Write or update the note. Your changes save to the patient's notebook and are available from the patient chart. #### How do I create a notebook note? Create a note from the patient's Notebook, or from Notebook inside a visit. A new note starts as a draft and is created only after it has a title or content. - In the left sidebar, click Patients, click the patient's name, then click Notebook in the patient chart menu. - Select the new note button. - Enter a title, or leave the title blank if the body makes the note clear. - Write the note body. Notebook notes autosave as you edit. If you save a note with content and no title, it appears as Untitled Note. The title field allows up to 200 characters. The note body shows a 10,000-character count. The editor supports markdown, and you can mention teammates in the note body. #### How do I find an existing notebook note? Use search in the patient's Notebook, or in a visit's Notebook, to narrow the note list. 1Search field2Clear search3Filtered results - Type in the search field at the top of the notes list. - Select a note from the filtered results. - Clear the search when you want to return to the full list. If no note matches the search, the list shows No notes found. #### How do I edit a notebook note? Edit notes from the patient's Notebook, or from Notebook inside a visit. Notebook notes autosave, so there is no separate save button. - Select the note in the list. - Edit the title or body. - Check the autosave indicator at the bottom of the editor. The list preview reflects the latest saved text. If a save fails, the autosave indicator shows an error state. #### How do I delete a notebook note? Delete a note from the patient's Notebook, or from Notebook inside a visit. Draft notes do not show the delete button; an empty draft can be left without saving. 1Select note2Delete note - Select the trash icon in the note header. - Select the trash icon a second time to confirm. The note is removed from the notebook, and no note remains selected. #### What can't I do here? In the patient notebook (in the left sidebar, click Patients, click the patient's name, then click Notebook) and the visit notebook (in the left sidebar, click Visits, click the visit, then click Notebook), the available actions are limited in these ways: - Notebook notes are patient-scoped. You cannot create a note that belongs only to one visit from this notebook. - Notebook notes do not use the signing and amendment workflow shown for generated clinical notes. - You cannot save an entirely blank new note. Add a title or note body first. - You cannot use the delete button on an unsaved draft note. #### Common questions #### Is the visit notebook separate from the patient notebook? No. Open a visit (in the left sidebar, click Visits, then click the visit) and click Notebook to see the same patient-scoped notebook as the patient's chart. Notes added in the visit appear in the patient chart notebook too. #### Do notebook notes save automatically? Yes. Notebook notes autosave as you edit. The bottom of the editor shows the current save state. #### What happens if I leave the title blank? If the note has content and no title, Ona saves it as Untitled Note. #### Can I sign a notebook note? No. The notebook editor shown here is for free-text patient notes. Use generated notes when you need a note that can be signed and amended. #### Can I mention a teammate in a notebook note? Yes. Mentions are supported in the note body. Related guides Finding your way around the patient chartLearn how the Patients page and patient chart fit together, including the chart sidebar, Summary, timeline, Details & Settings, guardians and the authorized person area. Understand why some chart sections depend on role or enabled features, and how owners, admins and staff can bulk archive or restore patients and visits from lists.11 min readFinding your way around a visit"Understand the visit page in Ona: where clinical charting, intake, billing, insurance and visit-specific tools appear, including the mobile top bar, chip strip, drawer and Records flow. Archived patients’ visits are read-only, and the header shows coverage and balance at a glance."11 min readReviewing and signing an AI-drafted noteCreate a note from a template or a past note, review and edit Ona's draft, then sign it. You can also share a signed note with the patient or export it as a PDF.9 min readCorrecting a signed noteLearn what signing locks on a clinical note, how to correct a signed note with an amendment, and what history and sharing actions remain available on the patient chart or visit.7 min readBuilding note templatesBuild reusable note skeletons with placeholder syntax, or import from the 18-template library - SOAP, DAP, intake, and referral letters.4 min read ### Archived patients in charts and visits - Help Center URL: https://ona.health/help/archived-patients-in-charts-and-visits Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Archived patients in charts and visits Understand why a patient chart or visit becomes read-only when a patient or visit is archived. Learn what still works and what to check before assuming something is broken. Patient chart4 min readUpdated October 13, 2026 What you can do here - Understand why a patient chart or visit becomes read-only - Tell the difference between an archived record and a broken screen - Know what still works while a chart or visit is read-only You’ll need: the Owner, Admin, or Clinician role. Archived patients stay visible in Ona, but their chart and visit pages switch to a read-only state. That can look like a broken button or a missing action, but it usually means the record is being treated as history rather than active clinical work. #### This patient's chart is read-only After you open the patient from the patients list, a read-only state usually means the patient is archived. #### Why it happens When a patient is archived, Ona locks the patient's chart so you can still review the record without changing it. This is expected behavior, not a charting error. #### How to fix it - In the left sidebar, click Patients, then click the patient's name. - Review the chart in read-only mode if you only need to check the record. - If the patient should be active again, see Archiving, restoring and exporting patient data. 1Patients2Marcus Ellington #### This visit is read-only After you open a visit from the patient's visits list or the main visits list, read-only can mean the patient is archived, the visit itself is archived, or both. #### Why it happens Visit pages follow the archived state too. If the patient tied to the visit is archived, the visit becomes read-only even if you opened it from the visit side. A visit can also be read-only when that visit itself has been archived. 1Add summary2Add a note Use Add summary (1) to open the visit's Summary area, and Add a note (2) to add a note from the visit page. #### How to fix it - In the left sidebar, click Visits, then click the visit. - If the visit should stay as history, keep reviewing it in read-only mode. - If you need to chart or update the visit again, check whether the patient, the visit, or both were archived before assuming the page is broken. #### I can't use selection checkboxes or batch actions on an archived patient's chart On the patient's visits list or the main visits list, selection controls can stay visible but disabled. #### Why it happens Archived charts are view-only. Because selection and batch actions change records, those controls stay unavailable while the patient is archived. #### How to fix it - This is working as designed. - If those chart actions should be available, the archived state is the first thing to check. #### I can still open, view, export, or download items, but I can't change them On archived patient charts and visits, some actions remain available because the record is still meant to be readable. #### Why it happens Archiving does not hide the record. It turns the chart and visit into read-only history. Existing view, export, and download actions can still be available, while actions that would change data are blocked. #### How to fix it - In the left sidebar, click Patients, then click the patient's name, or click Visits and open the visit. - Use those read-only actions when you need to review or share history. - If something needs to be changed again, check whether the patient or visit was archived. #### Billing, claims, tasks, or faxes still work even though the chart is locked Outside the patient chart and visit pages, other workspaces can still stay active when a patient is archived. #### Why it happens The archived lock applies to the patient's chart, the visit page, and related panels opened from them. It does not turn the whole patient's presence in Ona off. Organization-wide workspaces such as billing, claims, tasks, and faxes can still keep working. #### How to fix it - Use the chart or visit in read-only mode if you are reviewing historical clinical information. - If you expected to resume charting, the archived state is the first thing to check. Related guides Archiving, restoring and exporting patient dataArchive a patient record when it should no longer be active, restore an archived patient when you have the right role, and export patient data from the patient chart.6 min readFinding your way around the patient chartLearn how the Patients page and patient chart fit together, including the chart sidebar, Summary, timeline, Details & Settings, guardians and the authorized person area. Understand why some chart sections depend on role or enabled features, and how owners, admins and staff can bulk archive or restore patients and visits from lists.11 min readFinding your way around a visit"Understand the visit page in Ona: where clinical charting, intake, billing, insurance and visit-specific tools appear, including the mobile top bar, chip strip, drawer and Records flow. Archived patients’ visits are read-only, and the header shows coverage and balance at a glance."11 min readTroubleshootingA symptom-first index of the most common why-is-this-not-working moments, each traced to the upstream setting that fixes it.8 min read ### Body map - Help Center URL: https://ona.health/help/body-map Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Body map Use the Body map in a patient's chart or visit to pin findings to the front or back of the body, review earlier findings, and read each kind, field, and region label. Patient chart11 min readUpdated October 20, 2026 What you can do here - See what each Body map control, finding kind, and region label means - Understand which details can be recorded for pain, wounds, lesions, injuries, treatment sites, and other pins - Know how earlier findings appear in a visit and how deleted pins can be restored - Check when the Body map is available and when it is read-only You’ll need: a chart or visit where the Body map section is turned on. The Body map section appears in a patient's chart and in visits when your organization has turned the section on in Charting Sections. Use it on a patient's chart or in a visit to pin findings to the front or back body figure, focus into one area, and, in a visit, bring earlier findings forward as new pins. See Finding your way around the patient chart or Finding your way around a visit if you need help getting there. Changes appear on the map right away and then save in the background. #### Body map controls In the Body map section on a patient's chart or in a visit, these controls change what you see and what you can chart. Control What it does Place Chooses what the next pin will be. The menu shows the enabled finding kinds for your organization. This control is hidden when the map is read-only. Earlier visits / Hide earlier visits In a visit, shows or hides findings from other visits so you can chart them again in the current visit. This toggle does not appear on the patient chart, and it is hidden when the visit is read-only. Whole body, Head & neck, Torso, Right arm, Left arm, Right hand, Left hand, Right leg, Left leg, Right foot, Left foot Focus chips that switch the large view to that body area on both the front and back figures. Whole body resets the view. Pick or double-click a part Helper text shown when Whole body is selected. You can focus a body area from the overview, or double-click a region on the large figure to zoom to that part. Esc or click again to step out Helper text shown when one area is in focus. Press Esc, or click the same focused part again, to return to Whole body. +N more When one side of the map is crowded, the map shortens labels and may group the rest under a list like +3 more. Select an item there to open that pin, or to chart that earlier finding again. Chart again On an earlier finding in a visit, creates a new pin in the current visit at the same spot, with the same kind, details, and note as the earlier finding. Delete Removes the open pin from the body map. Pin removed / Undo Appears after a pin is deleted. Undo restores that pin. The undo notice stays available for 8 seconds. Done Closes the open pin editor. When you open a pin for editing, the editor starts with that kind's primary fields. On kinds that have more fields, you can expand the editor to show the remaining fields and Note. If you change an existing pin to a different kind, the kind-specific details are cleared and the note is kept. #### Finding kinds In the Body map section on a patient's chart or in a visit, these are the finding kinds you can pin and the details each one can hold. Kind What it is for Details it can store Pain A pain finding at one body location. Intensity on a 0-10 scale, Feels with one or more of Aching, Sharp, Burning, Throbbing, Stabbing, Shooting, Cramping, or Dull, Pattern with Constant, Comes and goes, On movement, or At night, Radiates to, and Note. Numbness & tingling A sensory change at one location. Type with Numbness, Tingling, Pins & needles, Hypersensitive, or Weakness, Severity with Mild, Moderate, or Severe, and Note. Skin lesion A lesion or suspicious skin finding. Morphology with Macule, Papule, Plaque, Nodule, Vesicle, Pustule, Cyst, or Ulcer, Diameter in mm, Colour with Skin-coloured, Pink, Red, Brown, Dark brown, Black, or Blue-grey, ABCDE with one or more of Asymmetry, Border, Colour varies, Over 6 mm, or Evolving, Plan with Monitor, Photograph, Biopsy, Excise, or Reassure, and Note. Wound A wound or ulcer. Type with Pressure injury, Venous ulcer, Arterial ulcer, Diabetic foot, Surgical, Traumatic, or Burn, Stage with 1, 2, 3, 4, Unstageable, or Deep tissue when the type is Pressure injury, Size (L × W × D) in cm, Wound bed with one or more of Granulation, Slough, Eschar, or Epithelial, Exudate with None, Light, Moderate, or Heavy, and Note. Injury An injury finding. Type with Bruise, Swelling, Laceration, Abrasion, Burn, Bite, or Deformity, Size in cm, and Note. Scar & marks A scar, tattoo, birthmark, piercing, implanted device, or amputation. Type with Scar, Tattoo, Birthmark, Piercing, Implanted device, or Amputation, Detail, and Note. Treatment A treatment site such as an injection or procedure point. Type with Injection, Acupuncture, Dry needling, Cupping, Manual therapy, Taping, Cryotherapy, or Biopsy, Product or point, and Note. Note A free-text pin with no structured fields. Note only. #### Front-view region labels In the Body map section on a patient's chart or in a visit, these are the region labels the front figure can use for previews, pin details, and labels. Use the Front figure (1) to read the front body at a glance, then the focus chips to narrow the view: Head focus (2), Torso focus (3), Right arm focus (4), and Right leg focus (5). 1Front figure2Head focus3Torso focus4Right arm focus5Right leg focus Region label Where it is used Right side of face / Left side of face Front view of the face. Right side of neck / Left side of neck Front view of the neck. Right chest / Left chest Front chest. Right upper quadrant / Left upper quadrant Upper abdomen. Right lower quadrant / Left lower quadrant Lower abdomen. Right hip & groin / Left hip & groin Front hip and groin. Right shoulder / Left shoulder Shoulder on the front figure. Right upper arm / Left upper arm Upper arm on the front figure. Right inner elbow / Left inner elbow Inner elbow on the front figure. Right forearm / Left forearm Forearm on the front figure. Right wrist / Left wrist Wrist on the front figure. Right palm / Left palm Palm and hand on the front figure. Right front of thigh / Left front of thigh Front thigh. Right knee / Left knee Knee on the front figure. Right shin / Left shin Lower leg on the front figure. Right ankle / Left ankle Ankle on the front figure. Right top of foot / Left top of foot Top of foot on the front figure. #### Back-view region labels In the Body map section on a patient's chart or in a visit, these are the region labels the back figure can use for previews, pin details, and labels. Use the Back figure (2) to read the back body at a glance, then the focus chips to narrow the view: Torso focus (3), Left arm focus (4), Left hand focus (5), and Left foot focus (6). 2Back figure3Torso focus4Left arm focus5Left hand focus6Left foot focus Right back of head / Left back of head Back view of the head. Right back of neck / Left back of neck Back view of the neck. Cervical spine Midline cervical spine. Thoracic spine Midline thoracic spine. Lumbar spine Midline lumbar spine. Sacrum & coccyx Midline sacral area. Right upper back / Left upper back Upper back beside the spine. Right mid back / Left mid back Mid back beside the spine. Right lower back / Left lower back Lower back beside the spine. Right buttock / Left buttock Buttock on the back figure. Shoulder on the back figure. Right upper arm (back) / Left upper arm (back) Upper arm on the back figure. Right elbow / Left elbow Elbow on the back figure. Right forearm (back) / Left forearm (back) Forearm on the back figure. Wrist on the back figure. Right back of hand / Left back of hand Hand on the back figure. Right back of thigh / Left back of thigh Back thigh. Right back of knee / Left back of knee Back of knee. Right calf / Left calf Calf. Right Achilles & ankle / Left Achilles & ankle Achilles area and ankle. Right heel & sole / Left heel & sole Heel and sole area. #### Access and availability In the Body map section on a patient's chart, in a visit, and in Charting Sections, these rules control when it appears and what you can do there. Use Settings (1) in the left sidebar, then Charting Sections (2) in the settings menu to turn the section on or off and choose what finding kinds are available. 1Settings2Charting Sections Rule What it means Section availability Your organization must have Body map turned on in Charting Sections. If the section is off, it does not appear in the chart or visit. Charting settings Owners and admins can turn Body map on or off for the patient chart and visits in Charting Sections, and can switch individual finding kinds on or off there. Enabled kinds The Place menu shows only the finding kinds your organization has left on. If a kind is switched off later, marks already charted with that kind still stay on the map. Existing marks with a switched-off kind If you open a mark whose kind has since been switched off, that kind still stays available on that mark so it can be reviewed or kept. Patient chart vs visit In the patient chart, the map shows every body-map mark for the patient. In a visit, it shows only the marks charted in that visit, with other visits available through Earlier visits. Earlier-finding deduping In a visit, an earlier finding is not offered again if the current visit already has a mark of the same kind at the same spot. Read-only state When the chart or visit is read-only, you can still open pins and read their details, but you cannot place, move, edit, delete, or bring back findings. The Place control is hidden, and the Earlier visits toggle is not shown. Phone patient chart In the patient chart, Body map is not shown in the phone layout. If you use the Body map in visits to pull prior findings into today's note, see Carrying records forward between visits. Related guides Finding your way around the patient chartLearn how the Patients page and patient chart fit together, including the chart sidebar, Summary, timeline, Details & Settings, guardians and the authorized person area. Understand why some chart sections depend on role or enabled features, and how owners, admins and staff can bulk archive or restore patients and visits from lists.11 min readFinding your way around a visit"Understand the visit page in Ona: where clinical charting, intake, billing, insurance and visit-specific tools appear, including the mobile top bar, chip strip, drawer and Records flow. Archived patients’ visits are read-only, and the header shows coverage and balance at a glance."11 min readCharting SectionsChoose which charting sections appear in the patient record and visit canvas, and configure Vitals units and measurements for your organization.6 min readCarrying records forward between visitsBring active chart diagnoses, medications and allergies into a visit from the visit Records page instead of re-entering them.5 min read ### Building note templates - Help Center URL: https://ona.health/help/note-templates Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Building note templates Build reusable note skeletons with placeholder syntax, or import from the 18-template library - SOAP, DAP, intake, and referral letters. Charting & notes4 min readUpdated October 22, 2026 What you can do here - Import a ready-made clinical template - SOAP, DAP, intake, referral letters - Build your own template from scratch - Use [placeholder] fields that fill in when the template is applied - Browse your templates, All templates, and the library shelves You’ll need: nothing to start - 18 templates ship ready to import. A note template is a reusable skeleton for clinical documentation. Instead of writing a SOAP note from a blank page every visit, you apply a template and fill in the gaps. Templates are what make the AI-drafted note and the visit summary consistent across your practice. #### The Templates page In the left sidebar, click Library, then click Templates - "create and manage templates with [placeholder] syntax". 1Templates in the Library menu2Your templates3New Template4Library specialty tabs5A library template card Use Templates in the Library menu (1) to open this page from the left sidebar. Your templates (2) is the place for templates your practice already owns. Use New Template (3) to start a template from scratch. Use the Library specialty tabs (4) to switch between the library shelves, and open A library template card (5) to preview or import one. The page uses a sidebar rail instead of a grid. The rail holds your templates, All templates, and the library shelves. On mobile, use Show to switch between those places. The main pane shows one place at a time, with New Template to build one and the library below it. #### Import a ready-made template In the left sidebar, click Library, then click Templates. The fastest start is to import. The library is tagged by specialty - All, SOAP, Intake, Referrals, Primary Care, Mental Health, Therapy, Pediatrics, Functional Medicine - with a count on each shelf. 1Preview2Import Use Preview (1) to read the template before you take it. Use Import (2) to copy it into your own templates, where you can edit it. Each card shows the template name, a description, and the specialty it belongs to. Two actions: - Preview - read the template before taking it. - Import - copy it into your own templates, where you can edit it. After import, the button changes to Added. In the preview dialog, Open template appears so you can jump straight to the copy you just imported. The library covers the common note types out of the box: SOAP Note, Past Surgical History (PSHx), Past Medical History (PMHx), ADHD Assessment, Therapy Progress Note, Pediatric Well Visit, Mental Status Exam, Treatment Plan Update, Discharge Summary, Follow-Up Visit, Medication Review, Care Coordination Note, Medical Referral Letter, Comprehensive Encounter Note, and more. Import first, edit second. It's faster to take the closest match and adjust it than to build from nothing, and the imported version is fully yours to change. #### Placeholders The defining feature is [placeholder] syntax. Text in square brackets becomes a fill-in field when the template is applied to a visit - [patient name], [reason for visit], [chief complaint]. The SOAP template, for example, lays out Subjective / Objective / Assessment / Plan with placeholders for the patient's presentation and history. When the AI drafts a note or you apply the template manually, those placeholders are where the specific content goes. Everything outside the brackets stays fixed, which is what keeps notes consistent. Name placeholders for what goes in them, clearly enough that anyone on the team knows what to write. [reason for visit] is self-explanatory; [field1] is not. #### Build your own In the left sidebar, click Library, then click Templates. Click New Template to start from scratch. Write your structure as plain text and mark the fill-in points with [square brackets]. A good template is mostly fixed structure with placeholders only where content genuinely varies. If nearly everything is a placeholder, the template isn't saving anyone time - the value is in the fixed scaffolding around the gaps. #### Where templates are used Templates surface in three places: - Summary template - open a visit (in the left sidebar, click Visits, then click the visit) and use Summary template on Summary to apply one directly. See Creating a consultation / starting a visit. - AI-drafted notes - the note generator uses your template as its structure, so the draft comes back already shaped. - Template picker - choose a template from the note template picker when you are starting a note. Related library pages sit alongside this one: Interviews (patient-facing intake forms) and Consents (forms sent for signature). Related guides Reviewing and signing an AI-drafted noteCreate a note from a template or a past note, review and edit Ona's draft, then sign it. You can also share a signed note with the patient or export it as a PDF.9 min readCharting SectionsChoose which charting sections appear in the patient record and visit canvas, and configure Vitals units and measurements for your organization.6 min read ### Reviewing and signing an AI-drafted note - Help Center URL: https://ona.health/help/reviewing-and-signing-a-note Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Reviewing and signing an AI-drafted note Create a note from a template or a past note, review and edit Ona's draft, then sign it. You can also share a signed note with the patient or export it as a PDF. Charting & notes9 min readUpdated October 19, 2026 What you can do here - Start a note from a template or copy one forward from a past note - Review AI-filled text, fields and answer blocks before you sign - Save a note as a draft or sign it to finalize it - Share a signed note with the patient or export it as a PDF - Understand what blank AI fields mean and what changes after signing You’ll need: a visit or patient chart. If you want Ona to draft the first version, have at least one note template ready. See Building note templates. Notes on a visit or patient chart can start blank, from a template, or from a past note. Ona can fill parts of the note from the visit and patient record, but you review every draft and decide when it is signed. #### How do I start an AI-drafted note? In the left sidebar, click Visits and open the visit you want to document, or click Patients and open the patient's chart. In that record, click Charting and then, in the Notes section, click Add a note. 1Notes2Add a note Use Notes (1) to find the patient's notes for that visit or chart. Click Add a note (2) to start a new one. - In the left sidebar, click Visits and open the visit you want to document, or click Patients and open the patient's chart. - Click Charting. - In the Notes section, click Add a note. - In the note panel, choose the template you want to use or copy a past note forward. - Wait for the draft to open. 1Blank note2Template options After you click Add a note, the note panel lets you start blank, choose a template, or copy a past note. Use Blank note (1) to start with an empty note, and Template options (2) to pick a template or copy a past note forward. Use the picker to find what you want, then choose the note source that fits the visit. A draft with empty fields is not broken. Ona can only fill from what is already in the record. A visit with a recording, charted findings, vitals, or diagnoses gives it more to work with than an otherwise empty visit. #### How do I review and edit the draft? On the same page, open the draft note in the Notes section before you sign it. Use Draft note (1) to review the note itself. Use Regenerate (2) and Polish (3) when you want Ona to rewrite from the record or keep the same meaning in tighter clinical language. Left empty by Ona (4) marks a field Ona could not fill from the record, and Save as draft (5) lets you stop without signing yet. - Open the draft note from the Notes section. - Read through the note title, text, fields and answer blocks against what happened in the visit. - Use Regenerate (2) when you want Ona to rewrite from the record, or Polish (3) when you want the same meaning in tighter clinical language. - If a field shows Left empty by Ona (4) and Nothing in the record to fill this with., use Try again to ask again, Write by hand to answer it yourself, or Ask Ona to ask about selected text when the assistant is available. - Use Left empty by Ona to open the field's menu. It always offers Try again and Write by hand, whether Ona left a single field or a whole paragraph blank. - Use Clear to empty a filled field or block. Answerable blocks can also show Fill with Ona. If you do not need a block in this note, use the delete control on that block to remove it from this note. - If Ona shows proposal content inline in the editor, review each waiting suggestion row and keep or discard it before you save or sign. - Click Save as draft (5) if you want to stop without signing yet. While the note is still unsigned, it stays editable and shows as a draft. The editor can also show Drafted by so you can see who prepared the note. Read every draft before signing. Ona assembles a note from the record, but you are the one attesting that it is accurate. For more on proposal-style edits and suggestion review, see Reviewing AI revisions and proposals in a note. #### How do I sign the note? On the same page, open the draft note in the Notes section when you are ready to finalize it. Use Sign (1) to finalize the note. If required fields are still unanswered, Ona shows them in the signing bar, including a Go to the first link and Go to it links on the listed items so you can jump straight to the missing field. The confirmation step changes when fields are missing, so review the list before you continue. If you want to make the note visible to the patient at the same time, open the arrow next to Sign and choose Sign and share (2). After signing, the footer shows Drafted by (3) and Signed by (4). The Sign (1) button finalizes the note. Sign and share (2) is the option to make it visible to the patient at the same time. The footer shows Drafted by (3) for who prepared the note and Signed by (4) for who finalized it. - Make any last edits, resolve any waiting proposal rows, and finish any pending inline keep or discard choice. - If required fields are missing, use Go to the first or Go to it to jump to them. - Click Sign (1). If you want to make the note visible to the patient at the same time, open the arrow next to Sign and choose Sign and share (2). When signing succeeds, the note stays open and shows signature details in its footer, including Drafted by (3) and Signed by (4). An already signed note can also offer Add my signature for another member. You do not need to click Save as draft before you sign. Sign saves the current title and note content first. If Ona cannot save the current content, the note stays unsigned. Signing is an attestation. Once signed, the note is part of the legal chart. If you need to change it later, correct it with an amendment instead of editing it casually. See Correcting a signed note. #### How do I share with the patient or export a note? On the same page, open the note in the Notes section when you need to make a signed note visible to the patient or download a PDF copy. - Open the note from the Notes section. - Click Share. - On a signed note, choose Share with patient to make the note visible in the patient portal, or choose Stop sharing with patient to hide it again. - Choose Export PDF to download a PDF copy. A signed note can be shared with the patient. They can read it, and download it as a PDF, in the Clinical notes section of their portal's health records - and, for a note written on a visit, on that visit's page too. They're notified when a note is shared. A shared note shows Shared with patient. When it is not shared, the note can show Not visible to the patient or Share with patient. The patient always sees the latest signed version: if you amend the note, the amended text replaces the original on their portal, without the reason for the amendment. For more sharing options, see Exporting and sharing notes. #### What can't I do here? In the Notes section on a visit or patient chart, these limits apply: - On an archived patient's chart or visit, notes open read-only. You cannot start a new note, edit a note, sign it, share it, or fax it there. - You cannot share an unsigned note with the patient. - Signed notes do not offer Delete. To change a signed note, correct it with an amendment instead. - If Ona cannot save the current note content, the note stays unsigned. #### Common questions #### What if Ona leaves part of the note blank? It usually means the record did not give Ona enough to fill that part confidently. Use Try again if you think the detail is in the chart, or use Write by hand if you need to add it yourself. Paragraph blocks can also settle into text, so if Ona leaves a whole paragraph empty, review it the same way. If you have text selected and the assistant is available, you can also choose Ask Ona. #### Do I need to save before I sign? No. Sign saves the current title and note content first. If that save fails, the note stays unsigned. If required fields are still unanswered, Ona shows them in the signing flow before you confirm. #### Can another member sign after me? A signed note can offer Add my signature for another member. For the full workflow, see Co-signing a note. #### Can I delete a note instead of amending it? You can delete an unsigned note. Once a note is signed, treat changes as an amendment instead. See Correcting a signed note. #### Why does signing matter for billing? A signed note isn't just documentation. Your organization's billing rules can require a note before a visit can be billed through the note required per visit rule, which is on by default. So signing the note is often the step that unblocks the invoice and the claim. For the billing side, see Scrubbing claims with billing rules and From visit billing to superbill and claim. Related guides Building note templatesBuild reusable note skeletons with placeholder syntax, or import from the 18-template library - SOAP, DAP, intake, and referral letters.4 min readReviewing AI revisions and proposals in a noteReview Ona's proposed note changes before you save or sign. Retry empty AI fields, regenerate or polish text, ask Ona about selected text, and keep or discard each proposal in a draft note.7 min readExporting and sharing notesExport signed notes as PDFs, fax them when faxing is enabled, share notes with the patient portal, and create an After Visit Summary PDF from a visit.5 min readCorrecting a signed noteLearn what signing locks on a clinical note, how to correct a signed note with an amendment, and what history and sharing actions remain available on the patient chart or visit.7 min readCo-signing a noteAdd your signature to an already signed note and review the signature list from the note panel.3 min read ### Correcting a signed note - Help Center URL: https://ona.health/help/correcting-a-signed-note Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Correcting a signed note Learn what signing locks on a clinical note, how to correct a signed note with an amendment, and what history and sharing actions remain available on the patient chart or visit. Charting & notes7 min readUpdated October 13, 2026 What you can do here - Tell what stays locked after a note is signed - Correct a signed note by creating an amendment instead of editing the signed version in place - Review the reason, status, date, and diff for each amendment - Use the actions that stay available on a signed note You’ll need: an existing signed note open from a patient chart or visit. To amend it, the patient record must not be archived. Signed notes are corrected from the patient chart or visit itself. After you sign, the note stays part of the record, and any later change is shown as an amendment instead of silently replacing the signed text. #### How do I open the note I need to correct? In the left sidebar, click Patients and open the patient, or click Visits and open the visit that holds the note. On a patient chart or visit, open the note from the Notes section before you make changes. 1Notes section2Note count3Add a note In the Notes section (1), you will find the note cards for that chart or visit. The number beside Notes (2) shows how many notes are already there. Add a note (3) starts a new note, which is useful for new documentation but does not change a note that is already signed. Select the note card for the signed note you need. If it is already open in its own tab, start there. #### What stays locked after I sign a note? On the open note on the patient chart or visit, a signed note still looks like the note editor, but it no longer behaves like a draft. - The badge reads Signed, not Draft. - Editing the content starts an amendment instead of changing the signed version in place. - Paragraph blocks that Ona filled before signing become ordinary text with Ona markers, so later changes to that text also become amendments instead of replacing the signed note. - The note does not go back to the ordinary draft state you had before signing. - At the bottom, the note carries a Signed by list with an avatar for each signer and one row per signer. It can also show Drafted by. - Signer rows can include details such as IP and UA when present. - If you have not signed the note yet, you may see Add my signature. This adds your signature without unlocking the signed content. This is deliberate. A signed note is part of the legal medical record, so the signed version cannot be quietly changed later. #### How do I correct a signed note? In the left sidebar, click Patients and open the patient, or click Visits and open the visit that holds the note. On the open signed note on a patient chart or visit, change the text that needs to be corrected. Ona treats that change as an amendment, not as a silent edit to the original note. - Open the signed note you need from the chart or visit Notes section. - Change the note content that needs to be corrected. - In Reason for amendment, enter why you are correcting the note. After you change the content, the note shows Amending… (2) until the amendment is signed. The original signed note stays visible, and the amendment history section (3) stays attached to that note. To finish signing the amendment, use the same signing flow you use for any other note. For the full signing steps, see Reviewing and signing an AI-drafted note. #### What does amendment history show? On the patient chart or visit, open the amendment history section at the bottom of the note. Its label includes the number of amendments, such as Amendment history (3). Each amendment shows: - its reason - whether it is Signed or Draft - the date - a Changes diff The diff is line by line, so you can see what was added, removed, or left the same. That includes paragraph-style content that now lives as text with Ona markers and text at the start of a line that settles differently after editing. This gives the note a visible correction history instead of replacing the earlier signed content. #### What else can I still do with a signed note? On the patient chart or visit, the note's actions still let you send or share the signed version without changing its content. The menu can offer: - Export PDF - Share with patient - Stop sharing with patient - Send via fax when fax is set up These actions do not change the signed note. Sharing changes whether the patient can read it. Exporting and faxing send a PDF copy. If another signer needs to add their name without changing the content, they can use Add my signature. For more on these actions, see Exporting and sharing notes and Co-signing a note. #### Why should I review a note carefully before I sign it? On the patient chart or visit, the draft stage is where editing is free and easy. 1Review note text2Sign Use Review note text (1) to scan the draft for mistakes, missing details, and templated phrases that do not fit. When the note is ready, select Sign (2) to lock that version; later corrections then become amendments with a visible reason and history. #### What can't I do here? On signed notes on the patient chart or visit, access and actions are limited in these ways: - You cannot quietly edit the signed version in place. Any change becomes an amendment. - You cannot delete a signed note here. Delete is offered only on unsigned notes. - You cannot share an unsigned note with the patient. Patient sharing is offered only for signed notes. - You cannot use Send via fax unless fax is set up for your organization. - On an archived patient's chart or visit, notes are read-only, so you cannot amend, share, fax, or start a new note. #### Common questions #### What happens if I sign the wrong note? If the note was signed in genuine error for the wrong patient or wrong visit, treat that as a records issue rather than a clinical correction. Contact your Ona administrator instead of trying to work around the record. #### Does Add my signature change the note? No. Add my signature adds your signature without changing the signed content. #### Why does the note show Amending…? It means a correction has been started but the amendment has not been signed yet. #### Will Share with patient, Export PDF, or Send via fax change the note? No. Those actions send or expose the signed version. They do not change the signed content. #### Why is an amendment marked Draft? It means the amendment exists, but it has not been signed yet. Related guides Reviewing and signing an AI-drafted noteCreate a note from a template or a past note, review and edit Ona's draft, then sign it. You can also share a signed note with the patient or export it as a PDF.9 min readCo-signing a noteAdd your signature to an already signed note and review the signature list from the note panel.3 min readExporting and sharing notesExport signed notes as PDFs, fax them when faxing is enabled, share notes with the patient portal, and create an After Visit Summary PDF from a visit.5 min readFinding your way around the patient chartLearn how the Patients page and patient chart fit together, including the chart sidebar, Summary, timeline, Details & Settings, guardians and the authorized person area. Understand why some chart sections depend on role or enabled features, and how owners, admins and staff can bulk archive or restore patients and visits from lists.11 min readFinding your way around a visit"Understand the visit page in Ona: where clinical charting, intake, billing, insurance and visit-specific tools appear, including the mobile top bar, chip strip, drawer and Records flow. Archived patients’ visits are read-only, and the header shows coverage and balance at a glance."11 min read ### Exporting and sharing notes - Help Center URL: https://ona.health/help/exporting-and-sharing-notes Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Exporting and sharing notes Export signed notes as PDFs, fax them when faxing is enabled, share notes with the patient portal, and create an After Visit Summary PDF from a visit. Charting & notes5 min readUpdated October 12, 2026 What you can do here - Export a signed note as a PDF - Send a signed note by fax when faxing is enabled for your organization - Share or stop sharing a signed note with the patient portal - Export an After Visit Summary PDF from a visit and choose which sections to include - See what is unavailable until a note is signed You’ll need: the Owner, Admin or Clinician role. For faxing, faxing must be enabled for your organization. Signed notes can leave Ona from the note's actions menu in Notes on a patient chart or visit Overview tab. Patient-facing visit paperwork exports from the visit's Export menu. #### How do I export a signed note as a PDF? On a patient chart or visit, export a signed note when you need a PDF for a referral packet, another system, or your own records. In the left sidebar, click Patients or Visits, open the patient chart or visit, and on the Overview tab go to Notes. 1Actions for Office Visit (SOAP)2Export PDF3Send via fax Use the note's actions menu (1) to open the note actions. In that menu, Export PDF (2) downloads the note as a PDF, and Send via fax (3) sends the same note through the fax flow when faxing is available. - Find the signed note in Notes. - Open the note's actions menu. - Select Export PDF. Ona generates the PDF and downloads it in your browser. #### How do I fax a signed note? On a patient chart or visit, fax a signed note when the recipient needs it by fax. In the left sidebar, click Patients or Visits, open the patient chart or visit, and on the Overview tab go to Notes. Send via fax appears only when faxing is enabled for your organization. - Select Send via fax. 1Recipient2Attached PDF Use Recipient (1) to choose who gets the fax, and Attached PDF (2) shows the signed note prepared as a PDF attachment. Ona prepares the signed note as a PDF attachment and opens the fax dialog with the file attached. If the PDF cannot be prepared or the attachment cannot be faxed, Ona shows an error. For more on sending faxes, see Sending and receiving faxes. #### How do I share a signed note with the patient portal? On a patient chart or visit, share a signed note with the patient portal when the patient should be able to read it there. In the left sidebar, click Patients or Visits, open the patient chart or visit, and on the Overview tab go to Notes. Find the signed note in Notes. Use the patient-portal sharing option on that note to share it, or use the same place later to stop sharing. You can share during signing when that option is offered. Signed notes also have a portal-sharing action after signing, and you can stop sharing later from the same note. After the note is shared, the patient can read it in their portal. #### How do I export an After Visit Summary? On a visit, export an After Visit Summary when you need a patient-facing PDF instead of the full clinical note. In the left sidebar, click Visits, then open the visit. 1Summary2Export Use Summary (1) if you need to return to the visit overview first. Then use Export (2) at the top right to open the visit export menu. 1After Visit Summary2Section switches3Export PDF In the export menu, choose After Visit Summary (1). Use the section switches (2) to decide what the PDF includes, then select Export PDF (3). - Select Export. - Select After Visit Summary. - Turn sections on or off: Diagnoses, Medications, Recommendations, Allergies, Vitals & observations, and Clinical notes. By default, Diagnoses, Medications, Recommendations, Allergies, and Vitals & observations are included. Clinical notes is off by default. At least one section must be selected before you can export. #### What can't I do here? On patient charts and visits, note export and sharing are limited in these ways: - Export, fax, and portal-sharing actions are for signed notes. - A signed note is locked for direct editing. To change it, create and sign an amendment instead. See Correcting a signed note. - Send via fax is not shown unless faxing is enabled for your organization. - After Visit Summary export is available from a visit. - If no section is selected for an After Visit Summary, Export PDF is disabled. #### Common questions #### Why don't I see Send via fax? Faxing must be enabled for your organization. When faxing is not enabled, the note can still be exported as a PDF, but Send via fax is not shown. #### Can I include Clinical notes in the After Visit Summary? Yes. In the visit's Export menu, choose After Visit Summary, turn on Clinical notes, and then select Export PDF. Clinical notes is off by default. #### Can I edit a signed note after exporting it? A signed note is locked for direct editing. If the signed record needs a correction, add and sign an amendment. #### Where do I sign the note before exporting it? Review and sign the note first, then export or share it. See Reviewing and signing an AI-drafted note. Related guides Reviewing and signing an AI-drafted noteCreate a note from a template or a past note, review and edit Ona's draft, then sign it. You can also share a signed note with the patient or export it as a PDF.9 min readCorrecting a signed noteLearn what signing locks on a clinical note, how to correct a signed note with an amendment, and what history and sharing actions remain available on the patient chart or visit.7 min readSending and receiving faxesSet up faxing, work incoming faxed documents, send outgoing faxes, link faxes to patients, and manage the fax archive from Faxes.8 min readFinding your way around a visit"Understand the visit page in Ona: where clinical charting, intake, billing, insurance and visit-specific tools appear, including the mobile top bar, chip strip, drawer and Records flow. Archived patients’ visits are read-only, and the header shows coverage and balance at a glance."11 min read ### Procedures - Help Center URL: https://ona.health/help/procedures Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Procedures Record procedures for a patient or visit, add CPT codes, images and injection site maps, and complete, stop or archive procedure records. Charting & notes8 min readUpdated October 13, 2026 What you can do here - Add a procedure to a patient or visit from a blank record or a saved template - Record notes and an optional Procedure code for billing - Upload procedure images and captions - Map injection sites on stock diagrams or procedure images - Use Start, Complete, Stop procedure and Archive procedure - Save a recorded procedure as a reusable template You’ll need: a clinic member role with access to the patient. Procedures are read-only on archived patients’ chart and visit pages. Procedures are recorded in the Procedures section of the patient chart or a visit. A procedure can belong to a visit, or it can be recorded on the patient with No visit · not billed. #### How do I add a procedure? Add a procedure when you need to record something performed for that patient. In the left sidebar, click Patients, then click the patient's name. On the patient chart or in a visit, use the Procedures section. You can start from a saved template or from a blank record. Procedures are read-only on archived patients’ chart and visit pages. - In Procedures, select Add procedure. - If you are adding from the patient chart, use Visit to choose a visit, or choose No visit · not billed. - Choose a template to create the procedure from that template, or select Start blank. - If you start blank, enter a Name. - Add Notes if you want to record information before opening the procedure sheet. - Select Add procedure. Ona creates the procedure for the selected visit, or for the patient without a billed visit, and opens its sheet. From there, you can add a code, images and injection sites. If your organization has no procedure templates, the dialog opens directly to the blank form. The blank form links to Library → Procedures so you can set up templates for procedures you repeat. #### How do I edit procedure details? Open a procedure to update its name, notes or billing code. In the left sidebar, click Patients, then click the patient's name. On the patient chart or in a visit, use the Procedures section. Edits stay in the sheet until you save them. Procedures are read-only on archived patients’ chart and visit pages. - Select the procedure row. - On Details, select the procedure name in the sheet header if you need to rename it. - Use Procedure code to search for a CPT code by code or description. - Update Notes. - Select Save. The CPT code is billed on the visit's claim once the procedure is completed. If you close the sheet with unsaved edits, Ona asks whether to keep editing or Discard the changes. #### How do I upload procedure images? Use Images in a procedure sheet to attach procedure photos. In the left sidebar, click Patients, then click the patient's name. On the patient chart or in a visit, use the Procedures section, then select the procedure. Images can later be used as backgrounds for injection site maps. Procedures are read-only on archived patients’ chart and visit pages. - Select Images. - Drop images into the upload area on desktop, or on a phone tap Take photo or Choose. - For each pending image, choose its Kind and add a Caption if needed. - Select Upload, or select Upload all when more than one pending image is ready. Image files and HEIC or HEIF files are accepted. Each image must be 25 MB or smaller. To remove an image, select Delete image, then select Delete. If an injection site was drawn on that image, it falls back to the stock diagram. #### How do I map injection sites? Use Injection sites in a procedure sheet to place numbered points on a stock body diagram or on an uploaded procedure image. In the left sidebar, click Patients, then click the patient's name. On the patient chart or in a visit, use the Procedures section, then select the procedure. Each site has its own diagram and points. Procedures are read-only on archived patients’ chart and visit pages. - Select Injection sites. - Select Add a site. - Choose Face - front, Face - side, Body - full or an uploaded procedure image as the background. - Tap the diagram to place a point, then add a Label and Notes if needed. - If inventory is enabled, choose a Product and Quantity for the point. You can drag points to move them. Select Add site to map another area, Remove to delete a point, or Remove site to delete the active site. Procedure stock diagrams use female artwork when the patient's recorded gender is female; otherwise they use male artwork. #### How do I start, complete or stop a procedure? Use the status actions to track a procedure as Preparation, In progress, Completed or Stopped. In the left sidebar, click Patients, then click the patient's name. On the patient chart or in a visit, use the Procedures section, then open the procedure sheet. Procedures are read-only on archived patients’ chart and visit pages. Status What it means Preparation The procedure has been added but not started. In progress The procedure has been started. Completed The procedure was completed. Stopped The procedure was stopped before completion. To start a procedure, open it from Procedures and select Start. Start is available while the status is Preparation. To complete a procedure: - Select Complete. - Review the inventory message in Complete this procedure?. - Select Complete procedure. Completing marks the procedure as Completed and stamps the current time as the performed-at time. If inventory is enabled and injection points have assigned products with quantities, Ona deducts inventory. If stock has already been deducted, completing does not deduct it twice. If no inventory is linked, nothing is deducted. To stop a procedure: - Open More actions. - Select Stop procedure. - Add a Reason if needed. Stopping marks the procedure as Stopped. Inventory is not deducted. #### How do I save a procedure as a template? Save a procedure as a template when you expect to record a similar procedure again. In the left sidebar, click Patients, then click the patient's name. On the patient chart or in a visit, use the Procedures section, then select the procedure. Procedures are read-only on archived patients’ chart and visit pages. 1Library2Procedures Use Library (1) to open the library section in the sidebar, and Procedures (2) to open the procedures page. - Select Save as template. The template becomes available when you select Add procedure for another procedure. #### How do I archive a procedure? Archive a procedure when it should no longer appear in the list or on a claim. In the left sidebar, click Patients, then click the patient's name. On the patient chart or in a visit, use the Procedures section, then select the procedure. Procedures are read-only on archived patients’ chart and visit pages. - Select Archive procedure. - Confirm the archive action. The procedure is removed from the list. If it belongs to a visit, it is removed from the visit and its claim. The record is kept for audit. If stock was already deducted for the procedure, archiving does not reverse that deduction. #### What can't I do here? In the left sidebar, click Patients, then click the patient's name. Use the Procedures section on the patient chart, or open a visit and use its Procedures section. Procedures have these limits: - On archived patients’ chart and visit pages, procedure controls are read-only. - You cannot upload a non-image file or an image larger than 25 MB. - You cannot deduct inventory by stopping a procedure. Inventory deduction happens when a procedure is completed and eligible points have products and quantities. - You cannot close a procedure sheet with unsaved edits without choosing whether to keep editing or Discard. #### Common questions #### Where do procedure CPT codes go? A Procedure code is billed on the visit's claim once the procedure is attached to a visit and completed. #### What does No visit · not billed mean? No visit · not billed records the procedure on the patient without attaching it to a visit. It is not billed on a visit claim. #### Can I map injection sites on a patient photo? Yes. Open the procedure, upload the image on Images, then choose it as the background on Injection sites. #### What happens to inventory when I complete a procedure? If inventory is enabled and injection points have assigned products with quantities, Ona records stock movements and updates inventory. Stock is not deducted twice for the same procedure. #### What happens if I delete an image used for injection sites? The image is removed from the procedure. Any injection site drawn on it falls back to the stock diagram. #### Can I still review older procedures? Yes. In the left sidebar, click Patients, then click the patient's name. The Procedures section shows the latest procedures first. If there are more than three, select +N more to open All procedures. Related guides Creating and running a visitCreate a visit, attach services, interviews, and consents, work the visit workspace, and manage visit billing items such as services, copays, and superbills.10 min readFrom visit billing to superbill and claimCreate and review a superbill from a completed visit, then finalize, download, or void it. Start a draft claim from the visit’s Insurance page when the claim workflow is available.6 min readManaging inventoryTrack catalog items, stock levels, movements, alerts and consumption protocols across practice locations. Receive, transfer, adjust and write off stock from Inventory.9 min readCharting SectionsChoose which charting sections appear in the patient record and visit canvas, and configure Vitals units and measurements for your organization.6 min read ### Co-signing a note - Help Center URL: https://ona.health/help/co-signing-notes Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Co-signing a note Add your signature to an already signed note and review the signature list from the note panel. Charting & notes3 min readUpdated October 4, 2026 What you can do here - Add your signature to an already signed note - See the Drafted by section above the Signed by footer - Open signed notes from a patient notebook or visit notebook - See whether a signed note is shared with the patient You’ll need: the Owner, Admin or Doctor role, and a note that has already been signed by someone else. Co-signing adds your signature to a note that is already signed. You do it from the note panel in a patient's Notebook or a visit's Notebook. #### How do I co-sign a note? In the left sidebar, click Patients, then click the patient's name. In the patient chart menu, click Notebook to open the note panel, then select the signed note you need to co-sign. A signed note is open with the note content above a signature footer. - In the Signed by footer, select Add my signature. - Wait for the button to finish Signing…. Your name is added to Signed by. The note stays signed. You can also co-sign from a visit notebook. In the left sidebar, click Visits, then click the visit. Click Notebook to open the note panel, open the signed note, then select Add my signature in the Signed by footer. #### How do I check who has signed a note? In the left sidebar, click Patients, then click the patient's name. In the patient chart menu, click Notebook to open the note panel. The note footer includes Drafted by above Signed by at the bottom of a signed note. A signed note is shown in a locked state with signature information at the bottom. The footer shows the total number of signatures next to Signed by. Each signer appears on a separate row with the signer name, when available, and the signed date and time. Some signature rows use fallback labels. Former member means the signature is tied to a member who is no longer available. Signed on import means the note was imported as already signed. #### What happens when I co-sign? Co-signing adds another signature row to the signed note. It does not replace the first signature. The original signed note is not edited directly when you co-sign. If the note needs a correction after signing, use an amendment instead. See Correcting a signed note. #### What can't I do here? Co-signing signed notes has these limits: - You cannot co-sign a draft note. The note must already be signed. - You cannot use Add my signature after you have already signed that note. - You cannot edit the original signed note as part of co-signing. - Share with patient is available only for signed notes. #### Common questions #### Why don't I see Add my signature? Open a signed note in the note panel. Add my signature appears only on a signed note when your signature is not already listed. If the note is still a draft, sign the note first. If your signature already appears in Signed by, there is nothing else to add. #### Can a note have more than one signature? Yes. The Signed by footer shows one row for each signer and a count of signatures. #### Can I change the note before I co-sign it? No. Open a signed note in the note panel first. Co-signing adds your signature to the signed note. It does not unlock the original signed content for editing. #### How do I correct something in a signed note? Open the signed note in the note panel first. Use an amendment. Amendments keep the original signed note in place and record the correction separately. See Correcting a signed note. #### Can I share a co-signed note with the patient? Yes, if the note is signed and not already shared. Open the signed note in the note panel first, then use Share with patient from the signed note controls or footer. After sharing, the control changes to Stop sharing with patient. Related guides Reviewing and signing an AI-drafted noteCreate a note from a template or a past note, review and edit Ona's draft, then sign it. You can also share a signed note with the patient or export it as a PDF.9 min readCorrecting a signed noteLearn what signing locks on a clinical note, how to correct a signed note with an amendment, and what history and sharing actions remain available on the patient chart or visit.7 min readUsing the patient notebookCreate, search, edit and delete free-text notebook notes from a patient's chart or from a visit. The visit notebook shows the same patient-scoped notes as the patient's chart.6 min readFinding your way around a visit"Understand the visit page in Ona: where clinical charting, intake, billing, insurance and visit-specific tools appear, including the mobile top bar, chip strip, drawer and Records flow. Archived patients’ visits are read-only, and the header shows coverage and balance at a glance."11 min read ### Reviewing AI revisions and proposals in a note - Help Center URL: https://ona.health/help/ai-revisions-in-notes Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Reviewing AI revisions and proposals in a note Review Ona's proposed note changes before you save or sign. Retry empty AI fields, regenerate or polish text, ask Ona about selected text, and keep or discard each proposal in a draft note. Charting & notes7 min readUpdated October 19, 2026 What you can do here - Review Ona's suggested changes in an unsigned draft note - Retry empty AI fields or replace them with your own text - Regenerate, polish, or ask Ona about selected text before you save or sign - Review more than one suggestion at a time - Keep, discard, or acknowledge each proposal before you save or sign You’ll need: the Owner, Admin, or Clinician role, and an unsigned draft note. AI revisions are available while you edit an unsigned draft note in the notebook on a patient or visit. Ona can suggest a change, rewrite a selected passage, ask about selected text, or try an empty field again, but the suggestion does not become part of the note until you keep it. #### How do I review an AI suggestion in a draft note? - In the left sidebar, click Patients and open the patient, or click Visits and open the visit. On the patient or visit page, click Notebook, then open the draft note you want to review. - Select the Notebook (1) section to open the note area, then select the Draft note (2) you want to review. The Notebook (1) section opens the note area, and the Draft note (2) is the note you want to review. 1Notebook2Draft note When Ona proposes a change, each suggestion appears inline in the passage or block it affects, with its own action row beside it. Suggestions can wait at the same time as long as they do not overlap. If Ona decides the text should stay as it is, the inline row says Nothing to change or Nothing to add, depending on the kind of request. - Read the proposed change in the note. - Select Keep to accept it, or select Discard to restore the earlier content for that field or passage. - If the row says Nothing to change, select OK to close the message. The suggestion is not part of the note until you keep it. If you edit the proposed text directly, Ona treats that as keeping it and removes the proposal row. You can ask Ona to work on another part of the same draft while a suggestion is waiting, as long as the requests do not overlap. #### How do I ask Ona to fill an empty field again? On the same page, use this when a field or paragraph shows Left empty by Ona. That means Ona did not find enough in the record to fill it. - Select the field or paragraph marked Left empty by Ona. - Review the message Nothing in the record to fill this with. - Select Try again. - Review the proposal or message that comes back. - Select Keep, Discard, or OK. If you want to enter it yourself instead, select Write by hand. The empty AI field is removed and you can type in its place. #### How do I regenerate or polish text? On the same page, use Regenerate when you want a fresh version from the record. Use Polish when the meaning is right but you want the same meaning in clinical language. Use Ask Ona when you want to ask about selected text without changing the note. - Select the text you want Ona to revise, or click inside an answered block. - Select Regenerate for a new version, Polish for a clinical rewrite, or Ask Ona to ask about the selected text. - Review the proposal that appears in the note. - Select Keep or Discard. For selected passages, you can revise your own text, Ona's text, or both together. The selection can span more than one paragraph or list item, and it can include text around empty fields. You cannot start a revision on a passage if it includes a field or passage Ona is already working on or already holding as a proposal. #### How do I clear an answer and enter it myself? On the same page, use Clear on filled answer blocks when you want to remove the current answer and replace it yourself. 1Clear Use the Clear (1) button in the answered block you want to replace. - In the answered block you want to replace, select Clear. - Enter the answer yourself. Clear removes the current answer from that block. On short-text and long-text answer blocks, you can type over the current text instead. #### How do AI proposals affect saving and signing? On the same page, resolve visible proposals before you can save or sign the note. When more than one suggestion is waiting, you can settle them together with Keep all or Discard all. - Resolve each proposal with Keep, Discard, or OK. - If more than one suggestion is waiting, use Keep all or Discard all to settle them together. - Select Save as draft in the side panel, or Save draft in a full-width note tab, if you want to keep working later. - In the side panel, select Sign. In a full-width note tab, select More save options, then select Save and sign. - In the confirmation, review Signing is final. Later edits become amendments. - Select Yes, sign. If patient sharing is available, you may also see Sign and share in the side panel or Save, sign and share in a full-width note tab. When you sign, unsaved changes are saved first. If the note still has empty fields, the confirmation tells you how many empty fields will be left out. For the full signing workflow, see Reviewing and signing an AI-drafted note. For changes after signing, see Correcting a signed note. #### What can't I do here? AI revisions in notes are limited in these ways: - You cannot use AI revision controls on a signed note. - You cannot save or sign while Ona is still writing or while a proposal is waiting for review. - You cannot start another AI request on the same field, passage, or block while that area is already being filled or is waiting on a proposal. - On an archived patient's chart or visit, the note is read-only, so you cannot edit it or ask Ona for revisions. #### Common questions #### What does Left empty by Ona mean? It means the template asked Ona to fill that part of the note, but Ona did not find enough information in the record to do it. You can select Try again or Write by hand. #### Is a suggestion saved automatically? No. Ona shows the suggestion in the editor for review first. It becomes part of the note only after you choose Keep or edit the suggested text directly. #### What if I edit the suggested text directly? Ona treats that as keeping it and removes the proposal row. #### Why are Save as draft, Save draft, or Sign unavailable? Those actions are unavailable while Ona is writing or while a suggestion is still waiting for Keep, Discard, or OK. #### Can I review more than one suggestion at once? Yes. If more than one suggestion is waiting, the note shows Keep all and Discard all as shortcuts. Related guides Reviewing and signing an AI-drafted noteCreate a note from a template or a past note, review and edit Ona's draft, then sign it. You can also share a signed note with the patient or export it as a PDF.9 min readCorrecting a signed noteLearn what signing locks on a clinical note, how to correct a signed note with an amendment, and what history and sharing actions remain available on the patient chart or visit.7 min readBuilding note templatesBuild reusable note skeletons with placeholder syntax, or import from the 18-template library - SOAP, DAP, intake, and referral letters.4 min readUsing the patient notebookCreate, search, edit and delete free-text notebook notes from a patient's chart or from a visit. The visit notebook shows the same patient-scoped notes as the patient's chart.6 min readReviewing AI-suggested recordsReview AI-suggested diagnoses, medications, allergies, supplements, patient history and reasons for visit. Confirm suggestions you want to keep, or dismiss suggestions that do not belong in the chart.7 min read ### Using Ona Assistant - Help Center URL: https://ona.health/help/ona-assistant Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Using Ona Assistant Open Ona Assistant from anywhere in the dashboard, ask practice-wide or record-specific questions, and check the context behind each answer before you rely on it. AI tools6 min readUpdated October 19, 2026 What you can do here - Open Ona Assistant from anywhere in the dashboard - Ask practice-wide questions or patient- and visit-specific questions - Check the context loaded into the Assistant before you ask - Attach files to a question and keep them visible in the conversation - Review answers as a starting point, then verify them against the record You’ll need: to be signed in to the dashboard. The Assistant is available throughout the app. Ona Assistant is a chat assistant with context of your organization and, when you're on a patient or visit, of that record too. You ask in plain language; it answers from what's actually in your Ona data. #### How do I open Ona Assistant? In the launcher at the bottom-right of any dashboard page, open Ona Assistant. 1Assistant header2Question input The panel opens with the Ona mark and Assistant label at the top, a personalized greeting, and suggestion prompts you can click to start a conversation. Below that, the composer shows the question input, the current context, Attach files, and the Legal information note. After you send attachments, uploaded images appear in the conversation as previews, and uploaded documents appear as file links using the file name or Document. The context chips are the thing to watch. They tell you what "this patient" or "this visit" refers to before you ask - so you're not guessing whether the Assistant knows who you mean. #### How do I ask about a patient or visit? In the left sidebar, click Patients and then click the patient's name, or click Visits and then click the visit you want. Then open Ona Assistant from the launcher at the bottom-right of the app. With a patient or visit in context, you can ask directly about that record. 1Patient record2Open Ona Assistant Use the Patient record (1) to confirm the chart is open, and the Open Ona Assistant (2) button at the bottom-right to launch the panel. Before you ask, check the context chips to confirm the right patient or visit is loaded. Ask "What is this patient's main concern and diagnosis?" and the Assistant answers from the chart. In the example, it responds with the main concern, the coded diagnosis, and another problem-list item with supporting lab detail and date, then offers a follow-up such as a brief timeline across recent visits. That answer is drawn entirely from the patient's record - the reason for visit, the diagnosis codes, the observations. It's reading the chart, not guessing. After you send your question, you get a chart-based starting point that you can review against the source record. #### What can I ask? From anywhere in the dashboard, open Ona Assistant to ask practice-wide questions. If you want patient- or visit-specific help, open that record first so the Assistant loads that context. 1Assistant header2Ask anything input Use the Assistant header (1) to stay oriented in the panel. Use the Ask anything input (2) to type the question in plain language. Two broad patterns work best: - Ask about your organization when you need practice-level context. - Ask about a specific patient or visit after you open that record first. Useful questions include summarizing a patient's history, pulling together what happened across recent visits, asking what a result means in context, or getting a starting point for a note or plan. If a file matters to your question, use Attach files before you send it. After you send the message, those files stay visible in the conversation. #### What should I check before I rely on an answer? In Ona Assistant, review the context and the answer before you use it for clinical work. 1Context chips2Answer area3Legal information note Use the Context chips (1) to confirm what patient or visit the Assistant is using. Read the Answer area (2) as a summary and starting point, not as the final word. Read the Legal information note (3) once so you understand the panel's terms and limits. Ona Assistant is fast for orientation, summary, and pulling details together across the record. It is not a substitute for reading the chart yourself. Treat its response the same way you would treat any AI-drafted output: useful to get started, but something you verify before you rely on it. For note review workflows, see Reviewing and signing an AI-drafted note. #### What can't I do here? In Ona Assistant, keep these limits in mind: - Patient- or visit-specific answers depend on the record you already have open and the matching context chips. - If you stay on a general dashboard page, your question uses organization context instead of a specific chart. - Ona Assistant is not a substitute for reading the chart yourself before you act on it clinically. #### Common questions #### Does Ona Assistant work outside a patient chart? Yes. On general dashboard pages, it can answer practice-level questions using organization context. Open a patient or visit first when you want record-specific answers. #### What do the context chips mean? They show what Ona Assistant is currently using as context before it answers. Check them first whenever you ask about "this patient" or "this visit." #### Can I attach files to a question? Yes. Use Attach files in the panel before you send your message. Images show in the conversation as previews, and other files stay visible there as attachments. #### Should I copy an answer straight into the chart? Use the answer as a starting point, then verify it against the record before you document or act on it. #### Where can I read more about how AI uses our data? See How Ona's AI works with your data. Related guides How Ona's AI works with your dataUnderstand where Ona uses AI in chat, notes, and visit recordings, what it can draft or suggest, and where clinicians review it before keeping it.9 min readReviewing and signing an AI-drafted noteCreate a note from a template or a past note, review and edit Ona's draft, then sign it. You can also share a signed note with the patient or export it as a PDF.9 min readRecording visits with Ambient ScribeRecord the visit conversation - onsite, on a video call, or by upload - and get a speaker-labelled transcript that drives the AI note.6 min readUsing the command menu and snippetsOpen the command menu from any dashboard screen to search records, open pages and settings, create tasks, and insert saved snippets. You can also create, edit, share, and delete snippets from the same menu.10 min read ### Using the command menu and snippets - Help Center URL: https://ona.health/help/command-menu Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Using the command menu and snippets Open the command menu from any dashboard screen to search records, open pages and settings, create tasks, and insert saved snippets. You can also create, edit, share, and delete snippets from the same menu. AI tools10 min readUpdated October 12, 2026 What you can do here - Open one menu to search records, pages, settings, and quick actions from anywhere in the dashboard - Find patients, visits, tasks, templates, leads, consents, interviews, and snippets without leaving what you are doing - Run actions like Add new visit, Add a patient, New task, and Snippets from the keyboard - Insert saved text with snippets, including a direct . shortcut when your cursor is already in a text field - Create, edit, share, and delete snippets from the same menu You’ll need: to be signed in as a practice member. The command menu is a dashboard-wide search and action menu. From any dashboard screen, press ⌘K on Mac or Ctrl+K on Windows or Linux to open it, then use it to move around Ona, start common actions, or insert saved text. #### How do I open and move through the command menu? From any dashboard screen, press ⌘K on Mac or Ctrl+K on Windows or Linux to open the command menu. You can also click the search button at the top of the left sidebar. 1Open command menu Use the Open command menu (1) button at the top of the left sidebar if you prefer clicking. - Open the command menu with ⌘K or Ctrl+K. - Review the opening list. Before you type, the menu shows its standing Commands and Pages. - Use the arrow keys to move through the list, then press Enter to open the highlighted row. - Press Esc to close the menu, or press ⌘K or Ctrl+K again. The count at the bottom includes whatever is on screen, so on an empty search it counts the standing commands and pages too. If you search for a setting, matching settings pages appear under Settings, but the Settings group does not show in the empty menu. From nested views, Esc goes back one level first: from a snippet form to Snippets, from Snippets or New task to the main menu, and from there it closes. #### How do I find a patient, visit, or other record? From any dashboard screen, press ⌘K or Ctrl+K, then start typing to search. 1What you typed2Matching patient3Matching visits Use What you typed (1) to review the search text. Review Matching patient (2) by the patient details shown there, and use Matching visits (3) to jump straight to a visit. - Open the command menu. - Type at least 2 characters to search patients, visits, leads, tasks, templates, and snippets. - Review the grouped results and choose the match you want. - Press Enter to open the highlighted result. Patients show a date of birth so you can tell similar names apart. Visits show the patient, scheduled date and time, and clinician. Search can also return leads, tasks, consent templates, interview templates, note templates, and snippets. Patients match on name, email, and medical record number, so a partial medical record number works as well as a name. What you can find follows your access. Owners, admins, and staff search across the practice. Clinicians see only the patients and visits they are attached to. While search is running, the escape hint in the search row changes to a spinner. #### How do I run a command or jump to a page? From any dashboard screen, press ⌘K or Ctrl+K, then choose a row from Commands, Pages, or Settings. - Choose a row from Commands to run an action immediately, or from Pages to navigate without using the sidebar. - Press Enter to open the highlighted row. - Finish the dialog or page you opened. In Commands, everyone can use Add new visit, Add a patient, New task, Snippets, Share feedback, Help Center, Release notes, and Sign out. Depending on your role and your organization's setup, you may also see New lead, Send a fax, Clock in, or Clock out. In Pages, the menu can open Dashboard, Patients, Visits, Tasks, Consents, Forms, Templates, Interviews, Services, Omnichannel, My Timesheet, and Settings. Some pages appear only when your role or enabled features allow them, including Leads, Calendars or Calendar, Inventory, Care Plans, Supplements, Procedures, Faxes, Referrals, Claims, Invoices, Care Time, Timesheets, and Reports. When you search, the Settings group can surface settings pages across Account, Practice, Team, Communication, Growth, Scheduling, Billing, Insurance, Charting, Care, and Dispensary, depending on your role and your organization's enabled features. If you choose Share feedback, Help Center, or Release notes, Ona opens them in a new tab. #### How do I add a task from the command menu? From any dashboard screen, press ⌘K or Ctrl+K, then choose New task. The menu switches into a short form without closing. 1Title2Description3Assignee4Patient5Create task Use Title (1) for the task name, Description (2) for extra detail, Assignee (3) to keep it with you or hand it to someone else, Patient (4) to link the task to a patient, and Create task (5) to save. - Open the command menu and choose New task. - Enter the task name in Title (1). This is required. - Add extra detail in Description (2) if you need it. - Check Assignee (3). It starts as you, and you can change it or clear it. - Use Patient (4) to link the task to a patient, then select Create task (5), or press ⌘↵ on Mac or Ctrl+Enter on Windows or Linux. After you save, Ona shows Task created and returns you to the main command menu. If you link a patient, the task also appears in that patient's Tasks section. If your search has no matches, the menu offers a create-task row that opens New task with your search text already filled into Title. For what happens next on the task board, see Using tasks. #### How do I insert a snippet? From any dashboard screen, put your cursor where the text should go, then press . to open snippets directly or press ⌘K or Ctrl+K and choose Snippets. The menu switches to your snippet library without closing. 1Back to the menu2Snippet search3New snippet Use Back to the menu (1) to return to the main menu. Use Snippet search (2) to filter your saved text. Choose New snippet (3) when you want to save a new reusable block of text. - Put your cursor where the snippet text should be inserted. - Open snippets with . or by choosing Snippets from the command menu. - Search or move through the list under My snippets and Shared with the team. - Press Enter to insert the highlighted snippet. - If there is no text field to return to, paste the copied snippet from your clipboard instead. The menu remembers where your cursor was when you opened it, so opening snippets after you place the cursor saves time. In Snippets, pressing Backspace in an empty search box takes you back to the main menu. The . shortcut only opens snippets when the period would begin a word, such as at the start of an empty field or after a space or line break. A period after a letter or number types normally, and when snippets opens, the period is not inserted into your text. The shortcut does not open in number, phone, URL, email, password, date, datetime, month, week, or time fields. If Ona cannot return to a text field, it copies the snippet to your clipboard and shows Copied to clipboard. #### How do I create, edit, or delete a snippet? From any dashboard screen, open Snippets from the command menu or with .. You can edit or delete your own snippets. Owners and admins can also edit or delete shared snippets created by other teammates. #### Create a snippet - In Snippets, choose New snippet. - Enter a Name and the Text to insert. - Turn on Share with organization if everyone in your organization should be able to insert it. - Select Create snippet, or press ⌘↵ on Mac or Ctrl+Enter on Windows or Linux. After you save, Ona returns you to Snippets. If you searched for something that does not exist yet, the New snippet row uses that text as the starting name. #### Edit a snippet - In Snippets, highlight the snippet you want to change. - Press ⌘E on Mac or Ctrl+E on Windows or Linux, or select the pencil on the row. - Update Name, Text, or Share with organization. - Select Save snippet. After you save, Ona returns you to Snippets. #### Delete a snippet - In Snippets, highlight the snippet you want to remove. - Press ⌘⌫ on Mac or Ctrl+Backspace on Windows or Linux, or select the trash can on the row. - When the row shows Delete this snippet? ⏎ confirm · esc cancel, press Enter to confirm or Esc to cancel. After you confirm, the snippet is removed from the list. #### What can't I do here? In the command menu, access and behavior are limited in these ways: - Search results for patients, visits, leads, tasks, templates, and snippets do not appear until you type at least 2 characters. - What you can search, which commands you can run, and which pages or settings you can open depend on your role and your organization's enabled features. - The Settings group is search-only. It does not appear in the empty menu. - You can edit or delete only your own snippets, unless you are an owner or admin. - Shared snippets can be inserted by everyone in the organization, but editing stays with the author and owners or admins. - The . shortcut does not open snippets in number, phone, URL, email, password, date, datetime, month, week, or time fields. - The command menu is for practice members, not patients. #### Common questions #### Why did my snippet copy to the clipboard instead of inserting? Ona could not return to a usable text field. When that happens, it copies the snippet to your clipboard instead so you can paste it manually. #### Why don't I see the same results as another teammate? The command menu follows each person's role and access. Some pages and commands appear only for owners and admins, some only for owners, admins, and staff, and some only when the matching feature is turned on for your organization. #### Will the command menu remember what I was doing? Usually yes, for a short time. If you reopen it soon after closing it, your last search stays in place. After about a minute of inactivity, the menu resets to its home view. A snippet or task you are writing stays in place while you pause. #### Can I use the command menu on my phone? The search button in the sidebar is desktop-only. On a phone, use the keyboard shortcut if you have a hardware keyboard attached. #### Is this the same as Ona Assistant? No. The command menu finds places and runs actions. Using Ona Assistant is for asking questions and getting help from AI inside Ona. Related guides Using Ona AssistantOpen Ona Assistant from anywhere in the dashboard, ask practice-wide or record-specific questions, and check the context behind each answer before you rely on it.6 min readUsing tasksThe shared to-do board for everything that is not a visit - follow-ups, chasing forms, onboarding steps - assigned and tracked.5 min readFinding your way around the patient chartLearn how the Patients page and patient chart fit together, including the chart sidebar, Summary, timeline, Details & Settings, guardians and the authorized person area. Understand why some chart sections depend on role or enabled features, and how owners, admins and staff can bulk archive or restore patients and visits from lists.11 min readUsing Ona on your phoneUnderstand what the mobile Dashboard is for, what you can check from a phone, and why some Ona areas still ask for a desktop or laptop.5 min read ### How Ona's AI works with your data - Help Center URL: https://ona.health/help/how-onas-ai-uses-your-data Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### How Ona's AI works with your data Understand where Ona uses AI in chat, notes, and visit recordings, what it can draft or suggest, and where clinicians review it before keeping it. AI tools9 min readUpdated October 20, 2026 What this explains - Where Ona uses AI in chat, notes, and visit recordings - What AI can draft, suggest, or transcribe - Where clinicians review AI-generated note content before keeping it You’ll need: a team member account. Ona uses AI in several places in the dashboard, including Ona Assistant, AI-supported note editing, and visit recordings with transcription. These tools help draft, summarize, polish or suggest information. Treat AI output as something to review, not as a final clinical decision. #### What is Ona's AI? In the dashboard, Ona Assistant opens from the bottom-right dock, while AI note suggestions and recording tools appear on visit pages. 1Chat history2New chat3Attach files4Close Use the Chat history (1) button to reopen an earlier conversation. Use the New chat (2) button to start over without the current thread. Use Attach files (3) when the assistant needs a PDF or image along with your question. Use Close (4) to close the assistant. On patient, visit, and other dashboard pages, Ona Assistant can use the page context you already have open. In notes, AI can fill an empty AI field, revise selected text, or suggest answers for a note block. It can also suggest a paragraph block, and keeping that suggestion can turn the paragraph into text that joins adjacent text blocks. In visits, saving a recording can start transcription. The important distinction is that assistant replies stay in the chat, while note suggestions appear in the note for clinician review before they are kept. Treat AI output as draft support, not as a final clinical decision. For how to open and use the assistant, see Using Ona Assistant. For note review, see Reviewing AI revisions and proposals in a note and Reviewing and signing an AI-drafted note. #### When should I use AI features in Ona? In the dashboard and on visit pages, use Ona's AI when you want help turning available context into a draft, suggestion, or transcript that someone on your team will still review. Common uses include asking Ona Assistant a question while you are viewing a patient or a visit, attaching a file to a chat, polishing note text, filling a note answer, or saving a visit recording so transcription can begin. These features can speed up drafting and review, but they are not a shortcut around clinician judgment. #### How does Ona Assistant use the page I'm viewing? In the left sidebar, click Patients, then click the patient's name, or click Visits, then click the visit, and then click Open Ona Assistant in the bottom-right dock to chat with the context of the page you already have open. 1Patients2Open Ona Assistant Use Patients (1) in the left sidebar when you want to open a patient chart first. Use Open Ona Assistant (2) to open the assistant from the dock on that page. Attached page context appears as badges in the chat. On visit pages, those badges can show both patient and visit context, and on other dashboard pages they can show that page context too, so you can see what the assistant has available for that conversation. You can remove a context from its badge before you ask your question. You can also reopen an earlier conversation, or choose New chat to start a fresh one. For how to open and use the assistant, see Using Ona Assistant. #### How do file attachments work in Ona Assistant? In the bottom-right dock, click Open Ona Assistant when your question depends on a document or image, not only on page context. 1Attach files2Ask anything3Send Use Attach files (1) to add files before sending your message. Use Ask anything (2) to type your question. Use Send (3) after the files finish uploading. You can also drag files into the assistant or paste them into the message box. You can attach images in JPEG, PNG, WebP or HEIC format, plus PDFs. Each file can be up to 10 MB, and you can attach up to 5 files to one message. Files upload before the message is sent. If a file does not meet the type or size rules, Ona does not attach it and shows an error. If you add too many files, Ona shows Too many files. If an upload fails, Ona shows Upload failed and Remove failed files and try again. A message can include text, attachments, or both. After you send it, image and file attachments appear in the conversation. #### How does AI help with notes? In the left sidebar, click Visits, then click the visit. On the visit page, AI works on a specific target at a review point instead of rewriting the whole note without review. A suggestion can target an inline AI element, a selected passage, a note block, or a paragraph block. Ona can fill an empty target, Regenerate existing content, or Polish a selected passage. It can also suggest answers for structured note blocks. If Ona has nothing to add to an empty AI field, the note can show Left empty by Ona with Nothing in the record to fill this with. From there, you can choose Try again or Write by hand. Ona keeps track of what was there before the suggestion. A clinician reviews the suggestion in the note, then either keeps the AI wording, restores the prior content, or edits the proposed wording. If the clinician edits what Ona placed, that counts as keeping the changed version. For selected passages, keeping removes the revision marker from the note. For a paragraph block, keeping can settle the paragraph into the surrounding text so it joins adjacent text blocks. If a fill, regenerate, or polish request comes back with nothing to change, nothing is added to the note. Review the result in the note before you keep it in the chart. #### How do visit recordings and transcription work? In the left sidebar, click Visits, then click the visit. On the visit page, recording controls appear in the visit dock and can capture audio through the browser microphone. 1Start recording2Mode and recording context3Visit dock recording area Use Start recording (1) to begin capture. Use the Mode (2) area to see whether the visit is In person or Video call. Use the Visit (3) area to see recording progress and review state. A recording in progress stays attached to the visit it started on while you move around the dashboard. After you stop an in-person recording, you can play it back, change the Label, choose Discard, or choose Save recording. When a recording uploads, the dock shows upload progress with the title Saving recording, the label Recording upload, and a Finishing… status while it completes. If saving fails, the recording stays in review and shows Save failed. If the browser blocks microphone access, Ona shows Mic blocked and asks you to allow microphone access in the browser. If you try to leave the clinic dashboard for a page outside it while a recording is in progress, Ona warns that the recording stops and its audio stays on this device and comes back when you return. If you try to sign out, Ona shows a separate warning titled Sign out with a recording in progress? and says the audio stays on this device and comes back when you sign in again. For the full recording workflow, see Recording visits with Ambient Scribe. #### How does transcription work during a live video call? On the same page, in Video call mode, the dock can show a transcription setting. If the call is already in progress, changing that setting requires confirmation. The warning explains that changing the recording setting restarts the meeting room. Everyone currently in the call, including the patient, is disconnected and has to rejoin using the same link. To leave the setting unchanged, choose Keep as is. To continue with the change, choose Turn on and reconnect or Turn off and reconnect. #### What can't I do here? Ona Assistant replies stay in the chat, and AI note suggestions are not final charted content on their own. Clinicians review AI-generated note content before keeping it in the note. On archived patients or archived visits, the visit dock does not offer recording or call-join actions. While a recording is in progress, you cannot leave the clinic dashboard or sign out without deciding whether to keep the audio on this device or discard it. Leaving the dashboard uses Leave with a recording in progress? with Stop and leave. Signing out uses Sign out with a recording in progress? with Stop and sign out. If you change the transcription setting during a live Video call, the meeting room restarts and everyone in the call has to rejoin. #### Common questions #### Does AI add information to the chart automatically? Assistant replies stay in the chat. In notes, AI suggestions are something a clinician reviews in the note before keeping them. On patient, visit, and other dashboard pages, Ona Assistant can also use the page context you already have open. #### Can a message include only attachments, or do I need text too? A message can include text, attachments, or both. #### What happens if a file upload fails? Ona marks the upload as failed and shows Upload failed with Remove failed files and try again. Remove the failed file before you send the message. #### What happens after I save a recording? Ona shows upload progress in the dock with Saving recording, Recording upload, and Finishing… while the file finishes uploading. If saving fails, Ona keeps the recording in review and shows Save failed. #### What happens when I keep a paragraph suggestion in a note? Ona settles the paragraph into the surrounding text so it joins adjacent text blocks. #### Can I discard an AI note suggestion? Yes. Discard restores what the target held before the AI suggestion. If the suggestion made no change, discarding removes the review marker for that suggestion. Related guides Using Ona AssistantOpen Ona Assistant from anywhere in the dashboard, ask practice-wide or record-specific questions, and check the context behind each answer before you rely on it.6 min readReviewing AI revisions and proposals in a noteReview Ona's proposed note changes before you save or sign. Retry empty AI fields, regenerate or polish text, ask Ona about selected text, and keep or discard each proposal in a draft note.7 min readReviewing and signing an AI-drafted noteCreate a note from a template or a past note, review and edit Ona's draft, then sign it. You can also share a signed note with the patient or export it as a PDF.9 min readRecording visits with Ambient ScribeRecord the visit conversation - onsite, on a video call, or by upload - and get a speaker-labelled transcript that drives the AI note.6 min readReviewing AI-suggested recordsReview AI-suggested diagnoses, medications, allergies, supplements, patient history and reasons for visit. Confirm suggestions you want to keep, or dismiss suggestions that do not belong in the chart.7 min read ### Building interviews - Help Center URL: https://ona.health/help/building-interviews Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Building interviews Build conversational interviews from steps and subjects, import from the template library, and attach them to services so a structured history arrives before the visit. Interviews10 min readUpdated October 22, 2026 What you can do here - Import a ready-made interview - intake, follow-up, mental health check-in - Build your own from steps and subjects - Send an interview to a patient, or try it out yourself first - Review completed interviews and the records they create on the patient chart You’ll need: nothing to start - five interviews ship ready to import. An interview is a conversation, not a form. The patient opens a link and has a chat: Ona asks about the subjects you defined, in plain language, and follows up when an answer is vague or opens something worth pursuing. You get back a structured summary and clinical records on the chart, usually before the patient arrives. This is the opposite of a Form, which shows every patient the same questions in the same order and ends in a signature. If you need fixed wording or a signature, build a form instead - see Forms or interviews - which to use. #### The Interviews page In the left sidebar, click Library, then click Interviews to open your interview templates. 1Library2Interviews Across the top are your interviews, each showing its step and subject counts with Send and Try out actions. Use New interview in the page heading action area to create one. Use Library (1) in the sidebar to open this area, then Interviews (2) under it to reach the templates page. Below is the catalog of predefined interviews, grouped on shelves and ready to import and customize. #### Import a ready-made interview In the left sidebar, click Library, then click Interviews. On Library → Interviews, use the catalog of predefined interviews to start from a template instead of building from scratch. The catalog is grouped on shelves by category: Default, Intake, Follow-up, Mental Health, and Functional Medicine. Use the All (1) and Default (2) filters to switch between the whole catalog and the Default shelf, then use Preview (3) and Import (4) on a row to review a template before copying it into your own set where you can edit it. Each row shows its step count and subjects so you can see the shape before taking it: - Default Ona Interview - the built-in interview template. - Initial Health Intake - broad first-visit interview for history, symptoms, goals. - Follow-up Review - shorter, for progress and new concerns. - Mental Health Check-in - structured check-in for mood, anxiety, sleep, risk. - Functional Medicine Intake - systems-based across symptoms, digestion, hormones, lifestyle. 1All filter2Default filter3Preview4Import Note that the Mental Health Check-in covers the same ground as a screening instrument but does not produce a score or total. If you need a scored instrument, that isn't what interviews do today. #### Steps and subjects In the left sidebar, click Library, then click Interviews. In Library → Interviews, build an interview from steps, each grouping a related area - "Reason for Visit", "Medical Background", "Lifestyle and Context". Within a step you add subjects: the specific topics to cover, each with optional details that tell Ona how to handle it. 1Name2Patient-facing title3Step name4Subject and details5Add Step The important distinction is that a subject is a topic, not a question. You are not writing the words the patient reads - Ona phrases the question, and phrases it differently depending on what the patient has already said. The details field is where you steer that: notes like "if they name a symptom, ask whether they've ever had a formal diagnosis for it" shape the follow-ups without scripting them. Use Name (1) for the template name, Patient-facing title (2) for the optional heading shown to the patient, Step name (3) for the section label, Subject and details (4) for the topic and guidance, and Add Step (5) to insert another step. Break an interview into steps the way a patient thinks about their history, not the way your chart is organized. A step per topic - reason for visit, medications, lifestyle - completes better than one wall of subjects. Use Patient-facing title if you want an optional heading shown to the patient. Leave it empty to show no title. Steps can be reordered, and there's one predefined step type available: Medical Tests and Lab Results, whose subjects are managed automatically rather than edited by hand. #### Send or test In the left sidebar, click Library, then click Interviews. In Library → Interviews, use each interview's row actions for Send and Try out. Use Send (1) to choose how the patient completes it, Try out (2) to walk through it yourself, and the ⋯ menu (3) for the row's other interview actions. 1Send2Try out3Actions menu - Send - choose how the patient completes it: Send to patient or Create link to share, or Answer on this device. - Try out - walk through it yourself, exactly as the patient would. Try out runs the real conversation, not a mock-up, and writes no record - nothing lands on any patient. Always try an interview once before sending it to a real patient. It's the quickest way to catch a subject that reads oddly or a step in the wrong order. #### What the patient experiences The patient opens a secure one-time link - no sign-in, no app, expires after about two weeks and stops working once used. Patients with a portal login can complete interviews there instead. If Patient-facing title is filled in, the patient sees that heading; if it is empty, no title is shown. They see a chat with a step progress rail down the side. Ona asks, they type, Ona follows up. Moving between steps isn't a "next" button they control: a Continue to {next step} button only appears once Ona judges the current step to be covered, and the last step ends with Finish Assessment. That means a patient can't skip past a topic - but it also means a step ends when the conversation is done, not when a fixed list runs out. #### What you get back In the left sidebar, click Patients, then click the patient's name. In the patient record, click Interviews and open a completed interview. Use Interviews (1) in the patient navigation to reach the list, then open a Completed interview (2) from that list. You'll find three tabs: 1Interviews2Completed interview - Summary - the structured summary, with Working Well (4) and Areas of Attention (5) when available. - Conversation - the full transcript, including anything the patient attached. - Records - diagnoses, observations, allergies, medications and supplements extracted from the conversation, as editable records linked back to the interview that produced them. That last tab is what a form can't do. A form's answers stay a document; an interview's answers become structured chart data. A completed interview can show Generating insights… while the summary is still processing, or No summary available for this interview. if the result never produces a summary. The completed interview header can include actions to export, share, or fax the result. Interviews on the patient and consultation record are grouped under Inputs → Interviews as Scheduled, In progress, Completed, and Cancelled. Active in-progress rows can have a Copy link action on the row or in the actions menu if the patient lost the link. Expired links show Link expired and Resend, and unfinished rows can include Resend link in the actions menu. Resending sends a fresh link and makes the old link stop working. Scheduled rows show Scheduled · …. Use Send now to release a scheduled interview early, or choose Cancel and confirm Cancel this interview? with Cancel interview. Keep scheduled leaves it scheduled; cancelling leaves the row in the list as cancelled. #### Editing a template later In the left sidebar, click Library, then click Interviews. On Library → Interviews, edit a template to change what future patients get. When an interview is sent, its steps are snapshotted onto that patient's copy. Editing the template afterwards changes what future patients get, and leaves interviews already in flight or already completed exactly as they were. 1New Interview2Template actions3Preview4Import Use New interview (1) to create one, the Template actions menu (2) to edit or manage a template, Preview (3) to review it, and Import (4) to copy a library template into your own set. An interview that's attached to a service can't be deleted until you remove it from that service first. #### Automatic sending In the left sidebar, click Patients, then click the patient's name. On the patient record or a visit, interviews can also be sent from the record instead of from the template list. The efficient way to use interviews is not to send them by hand at all. When you send an interview from a patient record, you can choose Send to patient, Create link to share, or Answer on this device. 1Interviews2Add interviews Use Interviews (1) in the patient record to open the panel, then Add interviews (2) to pick templates to send. Interviews can also be selected while creating a visit - see Creating a consultation / starting a visit. Already-sent interviews show Sent and cannot be deselected from the picker. Added interviews use the same capture choices: Send to patient or Create link to share, or Answer on this device. A completed interview may later show Generating insights… while its summary is still being prepared, or No summary available for this interview. if no summary is produced. Related guides Choosing between forms and interviewsUnderstand when to use a form, a screening form, an interview, or a consent to collect patient input in Ona.8 min readBuilding formsCreate form templates, import starting points, add questions and conditional sections, and send forms for patients to complete and sign.9 min readCreating and running a visitCreate a visit, attach services, interviews, and consents, work the visit workspace, and manage visit billing items such as services, copays, and superbills.10 min read ### Sending interviews to patients - Help Center URL: https://ona.health/help/sending-interviews Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Sending interviews to patients Send interviews from a patient chart, start an interview in the clinic, manage scheduled and in-progress interviews, and review results when they are ready. Interviews10 min readUpdated October 19, 2026 What you can do here - Add one or more interviews for a patient to complete on their device - Start one interview in the clinic on your device - Copy or resend completion links for interviews that are in progress - Send scheduled interviews now, cancel scheduled interviews, or archive interviews - Review Summary, Conversation and Records from the interview detail view You’ll need: access to the patient chart and at least one interview template. Interviews ask patients questions from your organization’s interview templates. You can add them from a patient’s Interviews tab, or start from the main Interviews page when you want to work from a template first. 1New Interview2Send3Try out Use New Interview (1) to create a template, Send (2) to send one to a patient, and Try out (3) to preview it. #### How do I start sending from the Interviews page? In the left sidebar, click Library. Under Library, click Interviews when you know which template you want to use first. Each template card has actions for sending and previewing the interview. 1Interviews Use Interviews (1) in the left sidebar to open the interview templates page. 1Send2Try out Use Send (1) on a template card to send it to a patient, or Try out (2) to preview it. - In the left sidebar, click Library. Under Library, click Interviews. - Find the interview template you want to send. - Select Send, or open the template’s actions menu and select Send to Patient. - Complete the send dialog. Ona creates an interview assessment for the patient after the send is submitted. #### How do I add interviews from a patient chart? In the left sidebar, click Patients, then click the patient's name. In the patient chart, click Interviews. Use Add interviews when you are already working in a patient chart and want to assign interviews to that patient. 1Interviews2Add interviews Use Interviews (1) in the patient chart to open the tab, then Add interviews (2) to assign interviews to that patient. - In the left sidebar, click Patients, then click the patient's name. In the patient chart, click Interviews. - Select Add interviews. - In Add interviews, search for the interviews you want and pick one or more of them. - The interviews you choose appear as tags. Use Add another… to add more. - Under Capture method, choose the send option. - If delivery timing options appear, choose when to send the interview. - Select New interview template if you need to create a template first. If you select more than one interview, Ona sends one email listing every interview and a text for each interview. The patient answers on their own device. If the patient cannot be notified and the send is not scheduled, Ona shows completion links instead. Copy the links and share them with the patient another way. #### How do I have a patient answer an interview in the clinic? In the left sidebar, click Patients, then click the patient's name. In the patient chart, click Interviews. Use Answer on this device when the patient is present and you want to hand them the device. - Pick one interview. In-person capture is single-select. - Under Capture method, select Answer on this device. - Hand the device to the patient when the interview opens. - The patient answers the questions and moves through each step. The interview opens in a runner with a step progress bar. After the interview is finished, Ona marks it complete and closes the runner. Patients can attach JPEG, PNG, WebP, HEIC and PDF files while answering. Each file can be up to 10 MB, and the message composer accepts up to 5 files at a time. #### How do I track interview status in a patient chart? In the left sidebar, click Patients, then click the patient's name. In the patient chart, click Interviews. The patient’s Interviews tab groups assigned interviews by status. 1In progress2Completed Use In progress (1) for interviews the patient has started but not finished, and Completed (2) for interviews the patient has finished. Status What it means Scheduled The interview is set to go out later. In progress The interview has been created and the patient has not completed it yet. Completed The patient finished the interview. Cancelled The interview was scheduled, then cancelled before it was sent. A row can also show delivery history. A completed interview can show Generating insights… while Ona prepares a summary. If the interview is complete and no summary is available yet, the row can show No summary available for this interview. instead. #### How do I resend or copy an interview link? In the left sidebar, click Patients, then click the patient's name. In the patient chart, click Interviews. Use the row actions for an interview under In progress when the patient needs another link. 1Actions menu2Resend link Use the Actions menu (1) on an in-progress interview row to choose Copy link or Resend link (2). - Find the interview under In progress. - Open the actions menu. - Select Copy link to copy a completion link, or select Resend link to send a fresh link to the patient. - If you copied the link, share it with the patient another way. When you resend, Ona sends a fresh link and the old link no longer works. If the row shows that the link expired, select Resend link. Copy link is available while the current link still works. #### How do I send or cancel a scheduled interview? In the left sidebar, click Patients, then click the patient's name. In the patient chart, click Interviews. Use scheduled interview actions when an interview should go out earlier or should not be sent. - Find the interview under Scheduled. - Open the actions menu at the end of the row. - Select Send now to release it immediately, or select Cancel. - If you select Cancel, confirm with Cancel interview. Send now emails the patient a link to start the interview. Cancel keeps the interview in the list as Cancelled and it will not be sent to the patient. #### How do I review interview results? In the left sidebar, click Patients, then click the patient's name. In the patient chart, click Interviews. Open an interview row in the patient chart to review its detail view when it is available. 1Summary2Conversation3Records Use Summary (1) for the generated result, Conversation (2) for messages and attachments, and Records (3) for linked chart items. The records list can also include source history sections below it. - Select an interview row. - Review Summary for the generated result when it is ready. - Select Conversation to see the messages and attachments from the interview. - Select Records to review linked diagnoses, observations, allergies, medications and supplements. - Use the share menu in the interview detail header if it appears. The Summary tab can include Working Well and Areas of Attention sections. If the interview is complete but the result is still being prepared, Ona shows Generating insights…. If the interview is complete and no summary is available, Ona shows No summary available for this interview. #### How do I archive an interview? In the left sidebar, click Patients, then click the patient's name. In the patient chart, click Interviews. Archive an interview in the patient chart when you want it hidden from the active list. 1Archive2Archive this interview? Use Archive (1) to remove the interview from the active list after you confirm Archive this interview? (2). - Find the interview. - Select Archive. - In Archive this interview?, select Archive. The interview is hidden from the active list. #### What can't I do here? In the left sidebar, click Patients, then click the patient's name. In the patient chart, click Interviews. In patient Interviews, these limits apply: - The patient chart's Interviews tab is read-only for archived patients. - On an archived patient, Add interviews is disabled. - On an archived patient, row actions such as Send now, Cancel, Copy link, Resend link, and Archive are disabled. - On an archived patient, Answer on this device is blocked. - Answer on this device works for one interview at a time. Select a single interview to use it. - Scheduled and cancelled interviews do not open into the conversation or results view. - A completed interview cannot be resent from the row actions. - If an attachment upload fails during in-person completion, remove the failed file before trying again. - Unsupported attachment types are skipped. Files over 10 MB are skipped. #### Common questions #### Can I send more than one interview at once? Yes. Open the patient chart (in the left sidebar, click Patients, then click the patient's name) and click Interviews. Add interviews lets you search and select more than one interview for the send option. Ona sends one email listing every interview and a text for each interview. Answer on this device stays limited to one interview. #### What happens if the patient cannot be notified? When the patient is not reachable and the send is not scheduled, Ona shows completion links after adding the interviews. Copy those links and share them with the patient another way. #### What happens when I resend a link? Ona sends a fresh link to the patient. The old link no longer works. #### Why does a completed interview say Generating insights…? The patient has finished the interview, and Ona is preparing a summary. Open it once the summary appears, or if the row shows No summary available for this interview. #### Where do interview records appear? Open the patient chart (in the left sidebar, click Patients, then click the patient's name), click Interviews, open the interview, and select Records. Diagnoses, observations, allergies, medications and supplements linked to that interview appear there when available, and source history sections appear below the records list. For building or changing the interview templates themselves, see Building interviews. Related guides Building interviewsBuild conversational interviews from steps and subjects, import from the template library, and attach them to services so a structured history arrives before the visit.10 min readChoosing between forms and interviewsUnderstand when to use a form, a screening form, an interview, or a consent to collect patient input in Ona.8 min readSending forms and consents to patientsSend forms and consents to patients, schedule form sends, fill a form in the clinic, resend links, cancel scheduled forms, and share one-time completion links when a patient cannot be notified.9 min readFinding your way around the patient chartLearn how the Patients page and patient chart fit together, including the chart sidebar, Summary, timeline, Details & Settings, guardians and the authorized person area. Understand why some chart sections depend on role or enabled features, and how owners, admins and staff can bulk archive or restore patients and visits from lists.11 min readDiagnoses, medications, and allergiesRecord diagnoses, medications, allergies, supplements, and No known allergies from the patient Summary or while charting a visit. Review details, edit clinical fields, and archive records that should no longer appear in the active chart.9 min read ### Reading assessment results - Help Center URL: https://ona.health/help/reading-assessment-results Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Reading assessment results Open a patient interview from the chart, review its Summary, read the Conversation, and check Records linked to that interview. Interviews8 min readUpdated October 19, 2026 What you can do here - Open interviews from a patient's chart and see whether each one is scheduled, in progress, completed or cancelled - Read the Summary for a completed interview when results are ready - Review the full Conversation when you need the original exchange and attachments - Check Records linked to that interview - Use sharing actions when they are available for the interview In the left sidebar, click Patients, then click the patient's name and open Interviews in the patient chart. Interview results live there, and a completed interview can include a generated Summary, the full Conversation, and Records linked to that interview. The interview header shows when it was added and delivery history when available. #### How do I open interview results from a patient chart? In the left sidebar, click Patients. Click the patient's name, then click Interviews in the patient chart. Use this page to find assigned interviews and open completed results. 1Interviews2Completed interview Use Interviews (1) to find the interview rows for the patient, and select a Completed interview (2) to open a finished result. In the detail panel, Summary (3) shows the generated results, Conversation (4) shows the messages, and Records (5) shows the linked chart records. 1Interview list2Completed interview3Summary tab4Conversation tab5Records tab - Open the patient chart from Patients in the left sidebar. - Click Interviews in the patient chart. - Find the interview in Scheduled, In progress, Completed or Cancelled. - Select a completed interview row. - Review Summary if results are ready. - Select Conversation to read the interview messages. - Select Records to review records linked to the interview. - Use the header to check the Added date, delivery history and sharing actions when they are available. On desktop, the interview opens in a detail panel when that view is available. On narrower screens, it opens in a sheet. #### How do I read the Summary tab? On the same page, select a completed interview row, then open the Summary tab when an interview has generated results. 1Summary2Working Well3Areas of Attention Use Summary (1) to stay on the results tab. Working Well (2) and Areas of Attention (3) are the two sections in the generated summary. The summary has two sections: Section What it shows Working Well Generated points in the positive section of the summary. Areas of Attention Generated points in the attention section of the summary. Each section shows a count and a list of summarized points. Use Conversation when you need the original exchange or uploaded context. If the interview is completed but the summary is not ready, the row or detail view shows Generating insights…. If the interview is completed and has no summary, the tab shows No summary available for this interview. Review before you rely on it The summary is a review aid. Read the conversation and linked records when the exact patient response or source context matters. #### How do I review the interview conversation? On the same page, select a completed interview row, then open the Conversation tab when you need the full exchange instead of the summary. 1Conversation2Messages Use Conversation (1) to switch to the tab. Messages (2) is the conversation area where the interview messages appear, along with any images or downloadable files. The conversation shows the messages from the interview. Attached images can appear in the message, and attached files can appear as downloadable document links. If there are no messages yet, the tab says No messages yet. Complete the interview to see the conversation here. If the conversation cannot load, the tab shows Could not load conversation. Please try again. #### How do I review clinical records from an interview? On the same page, select a completed interview row, then open the Records tab to review structured records associated with that interview. 1Records2Diagnoses3Observations4Allergies5Medications Use Records (1) to switch to the tab. The linked sections below it show Diagnoses (2), Observations (3), Allergies (4), and Medications (5). The tab can show linked Diagnoses, Observations, Allergies, Medications and Supplements. It can show supplements when they were extracted from the interview. Below the records list, the source history sections show where those records came from. If there is not enough context to load linked records, the tab says Clinical records linked to this interview will appear here when available. The tab is editable. For more on these record types, see Diagnoses, medications, and allergies and Observations and vitals. #### How do I use sharing actions for an interview? On the same page, select the interview row or header, then open the interview actions menu. 1Interview actions2Export PDF3Send via fax Use Interview actions (1) to open the menu. Choose Export PDF (2) to export the interview, or Send via fax (3) when faxing is available for that interview. - Open the interview row or the interview header. - Open the interview's actions menu, or open the share menu in the interview header. - Choose the available sharing action, such as Export PDF or Send via fax. - Follow the prompts in the dialog that opens. Sharing actions appear only when they are available for that interview. Copy link appears for in-progress interviews while the current completion link still works. #### What can't I do here? In the patient chart's Interviews tab, interview result actions are limited in these ways: - Scheduled and cancelled interviews do not open into the result detail view. - An interview must be completed before Summary can show generated insights. - A completed interview may show Generating insights… before its summary is available. - A completed interview with no summary shows No summary available for this interview. - Resend link is available for in-progress interviews, not completed ones. - Copy link is available for in-progress interviews while the current completion link still works. - Send now and Cancel are available for scheduled interviews. - Archive hides an interview from the active list. - The detail view shows Records, including source history sections below the records list, when the interview has linked records. #### Common questions #### Why don't I see a Summary for a completed interview? The summary may still be generating. While that is happening, Ona shows Generating insights…. If the interview is completed and has no summary, Ona shows No summary available for this interview. #### What does Results ready mean? Results ready means the completed interview has a generated summary available. Select the row to review Working Well and Areas of Attention. #### Can I read the patient's original answers? Yes. Select the interview, and select Conversation to see the interview messages and any attachments that can be loaded. #### Can I open an interview before the patient finishes it? Yes. Select an in-progress interview from the list. Conversation may show messages if they exist, and Summary tells you to complete the interview before insights appear. #### Can I use the interview summary to update the chart? Use Records to review linked diagnoses, observations, allergies, medications and supplements, plus the source history sections below the records list. Review those records before relying on them in the chart. Related guides Sending interviews to patientsSend interviews from a patient chart, start an interview in the clinic, manage scheduled and in-progress interviews, and review results when they are ready.10 min readBuilding interviewsBuild conversational interviews from steps and subjects, import from the template library, and attach them to services so a structured history arrives before the visit.10 min readReviewing AI-suggested recordsReview AI-suggested diagnoses, medications, allergies, supplements, patient history and reasons for visit. Confirm suggestions you want to keep, or dismiss suggestions that do not belong in the chart.7 min readDiagnoses, medications, and allergiesRecord diagnoses, medications, allergies, supplements, and No known allergies from the patient Summary or while charting a visit. Review details, edit clinical fields, and archive records that should no longer appear in the active chart.9 min readObservations and vitalsReview and update patient observations from the chart or a visit record. Edit an observation's value and note when the record is not read-only.3 min read ### Care Time and chronic care management - Help Center URL: https://ona.health/help/care-time-and-ccm Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Care Time and chronic care management Turn on Care Time, log care-management work for a patient, enroll them in chronic care management, and close a month into draft CCM claims. This article also explains thresholds, role-based CCM codes, and the reasons a close is blocked or skipped. Care programs15 min readUpdated October 15, 2026 What you can do here - Turn on Care Time for your practice and set the billing threshold - Log care-management work by hand or with the timer - Enroll a patient in chronic care management from their active care plan - See whether a patient's month is likely to bill cleanly - Preview a billing period and close it into draft CCM claims - Understand why a patient was blocked or skipped at close You’ll need: Care Time turned on in Care Plans, an active care plan for the patient, and a signed Care Management consent to enroll them. To bill closed months, you also need fee schedule amounts for the CCM codes you use. Care Time has three parts in Ona: practice setup in Care Plans, patient-level logging and enrollment in a patient's Care Time page, and month-end review in the main Care Time page. Clinicians can log their own time. Owners, admins, and staff can also enroll patients and close the month. Logging time and being able to bill it are two different things, and the gap between them only shows up at close. #### How do I turn on Care Time? In the left sidebar, click Settings. In the settings menu, under Care, click Care Plans to turn on care-management tracking for the practice. Only owners and admins can change these settings. 1Settings2Care Plans Use Settings (1) to open the settings area, then Care Plans (2) to open the page that controls practice-wide care-plan and Care Time settings. 1Care Plans settings2Chronic Care Management3Track care-management time Use Care Plans settings (1) to stay on the Care Plans page, Chronic Care Management (2) to find the section with the Care Time controls, and Track care-management time (3) to turn Care Time on. - In the left sidebar, click Settings. In the settings menu, under Care, click Care Plans. - In Chronic Care Management, turn on Track care-management time. - Set Minimum billable minutes for the calendar-month threshold your practice uses. - Set Place of service code for the two-digit CMS place-of-service code that should go on CCM claim lines. Changes save on this page as you make them. If you have not changed them, Minimum billable minutes starts at 20 and Place of service code starts at 11. One quirk to know: neither field shows a validation error. Type something that is not a whole number, or a place-of-service code that is not two digits, and it simply is not saved - the previous value stays. Reload the page if you want to be certain what stuck. Before you bill anything, set amounts for your CCM codes in Fee Schedule. To get there, in the left sidebar, click Settings. In the settings menu, under Billing, click Fee Schedule. If a billed CCM code has no active fee schedule entry, the close can block that patient. For fee schedule setup, see Fee schedules. #### How do I log care-management time for a patient? In the left sidebar, click Patients, then open the patient. In the patient sidebar, under Billing, click Care Time to log work done between appointments. You can also start the same timer from an open visit: in the left sidebar, click Visits, open the visit, then use the care-time dock at the bottom of the screen. The Care Time tab on a patient record shows the month's progress, enrollment status, and logged time entries. - Open the patient's Care Time page. - To add time without a timer, click Log time. - To time work as you do it, click Start in the care-time dock at the bottom of the screen, then click Stop & Log when you finish. - In Log care management time, choose Activity, enter Minutes, and set When only if you need to backdate the work. - If Whose time is shown, choose the member whose work you are logging. - Add a Note, then click Log time. The entry is saved to the patient's month and appears in the entries list. A few fields matter more than the rest: - Activity changes reporting. It does not choose the price. - Minutes must be whole minutes from 1 to 480. - When can be left blank for now. If you enter a future date, the field shows “Can't be in the future.” - Whose time is available to owners, admins, and staff to choose the member whose work they are logging. Clinicians log only their own time. - The billed-as panel is not editable. It is derived from the selected member's role and decides which CCM code ladder the minutes are priced against. If you start the timer from a patient or visit, the same dock follows you across the dashboard until you log or discard the time. A recent refresh restores a running timer. An older running session comes back paused so it does not keep counting while you were away. Stop & Log fills the dialog with rounded whole minutes, with a minimum of one minute. Closing the dialog does not save the time, and the timed session is cleared only after the entry is saved. If you discard a running timer, Ona asks you to confirm with Keep timing or Discard. Billing periods follow your organization's timezone. If no timezone is set it falls back to UTC, which can push a late-evening entry into the next month. To review that setting, in the left sidebar, click Settings. In the settings menu, under Practice, click Organization. #### How do I see whether a patient is billable this month? In the left sidebar, click Patients, open the patient, and under Billing click Care Time to review the current month's progress before closing billing. 1Billable minutes2Staff and clinician split3Entries list Use the Billable minutes (1) summary to see the total for the month against your practice threshold. Read the Staff and clinician split (2) as carefully as the total, because staff time and clinician time are priced on separate CCM ladders. Use the Entries list (3) to review what was logged and whether an entry is marked Claimed, Voided, or Not billable. The page can show Threshold met when total minutes clear your organization's minimum and still fail cleanly at close. That happens when minutes are split across roles and neither role reaches a code on its own. For example, 15 staff minutes and 15 clinician minutes clear a 20-minute practice threshold, but neither role reaches its own CCM rung. Read the split, not just the total. Time totals count only non-voided, billable entries. Voided and non-billable entries stay visible as history, but they do not count toward the month's billable total. #### How do I enroll a patient in chronic care management? In the left sidebar, click Patients, open the patient, and under Billing click Care Time to enroll the patient on their active care plan. Owners, admins, and staff can enroll or unenroll. Clinicians cannot. Time can be recorded before enrollment, but it cannot be billed until the patient is enrolled. - In the enrollment card, click Enroll. - In Enroll in care management, choose a Signed consent. - If you want to record the responsible clinician, choose a Designated practitioner. - Click Enroll. After the save, the card changes to Enrolled in care management. Enrollment needs two things: - An active care plan. If there is no active plan, the page says the patient needs one before they can be enrolled, though time logged now still counts once they are. - A signed consent whose type is Care Management. If none is available, the dialog shows No signed CCM consent yet and offers Go to Consents. The stock Chronic Care Management Enrollment consent in the consent library covers the required attestations, including the single-practitioner acknowledgement and cost disclosure. Designated practitioner is optional and recorded for documentation. Enrollment belongs to the active care plan, not to the patient as a whole. The monthly close reads the active plan only. Ending a plan ends the enrollment, and the replacement plan starts unenrolled. If you replace or rebuild a patient's plan, re-enroll them on the new active plan. For help creating plans, see Building care plans. #### How do I unenroll a patient from chronic care management? In the left sidebar, click Patients, open the patient, and under Billing click Care Time to stop billing future Care Time on the active plan. 1Enrollment status2Unenroll Review the Enrollment status (1) area first so you know which active plan is enrolled. Then use Unenroll (2) to stop billing Care Time on that plan. - Confirm the card shows Enrolled in care management. - Click Unenroll. After the save, the card returns to Not enrolled in care management. Unenroll is the clinic's side only. It stops the billing; it does not withdraw the patient's consent, which is theirs to revoke. #### What do staff time and clinician time bill to? In a patient's Care Time page and in the main Care Time close preview, Ona keeps staff time and clinician time separate because they bill to different CCM code ladders. Owners, admins, and clinicians log on the clinician ladder. Staff-only members log on the staff ladder. When owners, admins, or staff use Whose time to log for someone else, the selected member's role is what matters. 1Activity2Whose time3Billed as clinician time4Log time Code Who it applies to When it starts Add-on rule 99490 Staff time 20 minutes Base staff CCM code 99439 40 minutes One unit per further 20 minutes, capped at 2 units 99491 Clinician time 30 minutes Base clinician CCM code 99437 60 minutes One unit per further 30 minutes, capped at 2 units So 25 staff minutes bills 99490 alone; 45 bills 99490 plus one unit of 99439; 100 still bills 99490 plus two units, because the add-on caps. Only one base code can be billed per patient per month. When both role ladders qualify, Ona bills the clinician code and flags the result Both roles qualified - review. The close result also explains: only the clinician code was billed, and the staff minutes were still marked claimed. These thresholds reflect the long-standing CCM structure and are a starting point. Verify them against the fee schedule for the year you're billing. #### How do I close a month into draft CCM claims? In the left sidebar, under Admin, click Care Time to review unbilled time and close a billing period. Owners, admins, and staff can use this page. Clinicians cannot. Use Billing period (1) to switch to the month you want to review. The Unbilled time area (2) shows which patients still have minutes left to bill. Run preview (3) checks the period before you close it, and Close period (4) drafts the claims when the preview shows at least one claimable patient. - In the left sidebar, under Admin, click Care Time. - Choose the month in Billing period. - Review Unbilled time to see which patients still have minutes left to bill. - Click Run preview. - Review the preview results and fix any blocked rows using Enroll, Care plan, Consents, or Fee schedule. - When the preview shows at least one claimable patient, click Close period. - In the confirmation dialog, click Close period again. Ona drafts insurance claims and marks the underlying time Claimed so it can no longer be voided or edited. These are draft insurance claims - not invoices, not superbills. The close creates one claim per patient, dated the last day of the period, carrying up to four diagnosis codes taken from the plan's health concerns and a service line per resolved CPT code. From there, they are ordinary draft claims. See How claims move through Ona. Two close rules matter: - Run preview is required first. You cannot close for real until you have previewed the period. - The real close unlocks only when the preview found at least one claimable patient. The page defaults to the previous month. Ona also runs the monthly close automatically at 03:00 UTC on the 2nd for the previous month. Anything blocked on the page is skipped by that automatic run until someone fixes it. Closing twice is safe. Patients already claimed come back as skipped and nothing is written. #### What blocks a close? In the left sidebar, under Admin, click Care Time, then click Run preview to see why a patient was claimed, skipped, blocked, or failed. Common reasons include: - “Patient has no active care plan” - create and activate a care plan. - “Patient is not enrolled in CCM” - enroll the active care plan. - “No signed, in-effect CCM consent for this period” - send or collect the right Care Management consent. - “No fee schedule entry for 99490” - add the missing fee schedule amount. - “Below the 20-minute threshold” - skipped, not blocked. There was not enough time for the month. - “This period has already been claimed” - skipped. That patient's month is already closed. Blocked rows sort to the top of the preview so the patients you can still fix are the first ones you see. That last skip has a sharp edge. If time is backdated into a month after that patient was already claimed for the month, it sits there unbilled. The period cannot be reopened, and a re-run reports the patient as already claimed. If you know time is still coming in, close later rather than twice. #### What can't I do here? Care Time is limited in these ways: - Staff and clinicians cannot change practice-wide Care Time settings in Care Plans. - Clinicians can log their own time, but they cannot use the main Care Time page to close a billing period. - Clinicians cannot enroll or unenroll patients in care management. - On an archived patient's chart, Log time, Enroll, Unenroll, and Void entry… are disabled. - A visit for an archived patient does not offer a Care Time timer. - A single time entry must be whole minutes from 1 to 480. - You cannot log a future date in When. - You cannot close a period for real until you have run Run preview first. - You cannot close a period for real if the preview found nothing claimable. - Claimed time is frozen. Once time is on a claim, it cannot be voided or edited from Care Time. - A closed period cannot be reopened. #### Common questions #### Does logging time enroll the patient? No. Logging time and enrolling the patient are separate. Time can be recorded before enrollment, but it cannot be billed until the patient is enrolled. #### What does Both roles qualified - review mean? It means both the staff ladder and the clinician ladder qualified for the month. Ona bills the clinician code and still marks the staff minutes claimed, so that row is worth reviewing. #### Can I remove a time entry? Not by deleting it. Before the month is claimed, use the entry's ⋯ menu and choose Void entry…, then enter a Reason. The entry stays in history as Voided. Voiding cannot be undone, and claimed entries no longer show the row action menu. #### What happens if the patient changes care plans mid-month? A mid-month plan switch splits the patient in two, with each plan checked against the threshold on its own. Fifteen minutes on the old plan and fifteen on the new plan still bills nothing. #### What happens if the patient withdraws Care Management consent mid-month? That month is still billable, and later months are not. Related guides Building care plansBuild a reusable protocol once, apply it to any patient, and publish a plan they follow between visits - goals, recommendations, patient steps and shared photos, with every published version kept.15 min readFee schedulesSet global CPT fees, add payer-specific rates, manage self-pay cash rates, and import a fee schedule spreadsheet from Insurance settings.10 min readHow claims move through OnaUnderstand the claim lifecycle in Ona, from draft claim data through submission, payer responses, payments, secondary claims and patient billing.8 min readSending forms and consents to patientsSend forms and consents to patients, schedule form sends, fill a form in the clinic, resend links, cancel scheduled forms, and share one-time completion links when a patient cannot be notified.9 min read ### Building care plans - Help Center URL: https://ona.health/help/care-plans Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Building care plans Build a reusable protocol once, apply it to any patient, and publish a plan they follow between visits - goals, recommendations, patient steps and shared photos, with every published version kept. Care programs15 min readUpdated October 22, 2026 What you can do here - Import a starter protocol - hypertension, type 2 diabetes, weight management, post-operative recovery - Build your own reusable template and apply it to any patient - Publish a plan the patient reads in their portal, with a downloadable PDF - Track goals to an outcome, with targets and review dates - Give the patient steps they can tick off themselves - Share a photo or video from their chart You’ll need: an owner or admin to turn Care Plans on in Settings. Everything after that is open to your whole clinical team. A care plan is the forward-looking half of a patient's record. A note says what happened; a plan says what happens next - the concerns you're treating, what you're aiming for, what the patient should do, and what they need to tick off before you see them again. It is the one clinical document written to be read by the patient rather than about them. That changes how it behaves. A plan has a draft you edit privately and a published version the patient sees, and the two only meet when you decide they do. Everything in this article follows from that split. #### Turning care plans on In the left sidebar, click Settings (at the bottom). In the settings menu, under Care, click Care Plans. The page description reads "A forward-looking, patient-facing plan of care." The Care Plans toggle includes "Reusable protocols your team can apply to any patient." The Care Plans settings page, with the feature toggle and the chronic care management options below it Only owners and admins can reach this page. Save changes in the dock at the bottom of the page. With the feature off, care plans aren't half-available, they're invisible: Care Plans disappears from the Library section of the sidebar, the tab vanishes from every patient record, and the patient portal loses its Care Plan page. Going to any of those URLs directly sends you somewhere sensible rather than showing an error. The Chronic Care Management block underneath is a separate decision - see Care Time and chronic care management. You can run care plans without it. When it is on, you can set Track care-management time, Minimum billable minutes and Place of service code. #### The template library In the left sidebar, click Library, then click Care Plans - "Reusable care plan templates your team can apply to any patient." Your own templates sit at the top in the Your care plans view; the starter templates are grouped below in the catalog by shelf, with search across the library. Use Library (1) and Care Plans (2) in the sidebar to open the page, New care plan (3) to create your own template, Search the library (4) to find a starter protocol, and Import (5) in the preview dialog to bring one into your care plans. 1Library2Care Plans3New Care Plan4Search templates5Import Four starter protocols ship. Use Search the library or filter by All, Chronic care, Weight management and Post-operative: - Chronic care - hypertension. One concern (ICD-10 I10), two goals, three recommendations, two patient steps. Marked CCM by default. - Chronic care - type 2 diabetes. One concern (E11.9), three goals, three recommendations, three patient steps. Also CCM by default. - Weight management. A free-text concern rather than a diagnosis code, two goals, three recommendations, two patient steps. - Post-operative recovery. Two goals and three recommendations covering activity restrictions, wound care, and when to seek urgent help. CCM by default means the imported template arrives with Enroll in care management by default switched on: "Automatically enrolled in CCM. Only takes effect when care management is enabled for your organization." Two things about the library are worth knowing before you start clicking. Starter protocols open a preview first. Select a row to open a preview dialog with the shelf, goal count, recommendation count, CCM default, and patient-facing title. Use Import there when you're ready to bring it into your care plans. Import is one-way. The button goes Import → Imported and stays there. You get one copy per starter protocol, and after that it's yours to edit. If you want a second variant, duplicate the one you imported. If a filter has no matches, the library says "No starter templates in this category." These are starting points, not protocols. Two of the post-operative recommendations literally say "Replace this text with them before sharing the plan." Every target figure and review interval in all four is a placeholder a clinician is expected to overwrite. Read the whole thing before you apply it to anybody. #### Building a template On the same page, select New care plan to open New Care Plan Template. The line under the title is the most important sentence on the page: "Applying this template snapshots its content onto a patient's draft plan - later edits here never change a plan a patient is already following." 1Name2Patient-facing title3Add concern4Add goal A template is a rubber stamp, not a live link. Fix a typo in a template and the forty patients already on it keep the typo, because their plans are copies. That's the right trade - you don't want a clinic-wide edit silently rewriting a document a patient is following - but it means template edits only ever affect future applications. Three fields sit above the content: - Name - internal. What your team sees in the list. "e.g. Chronic care - hypertension (internal name)" - Patient-facing title - what the patient reads at the top of their plan, like "Your blood pressure plan". Falls back to the internal name if you leave it blank. - Description - internal, "Internal note about when to use this protocol." The patient never sees it. Then four lists: - Health concerns - "Why you're treating." Either an ICD-10 diagnosis or a plain-language concern. Whatever you type in the description is read by the patient, so write it as a person would say it. - Goals - "What success looks like." Each takes a baseline, a target, and a term of short or long. A linked health concern can be cleared and reset to Not linked. - Recommendations - "What the patient should do. Order here is the order the patient sees." Categorised as Activity, Nutrition, Supplement, Medication, Education or Custom, with a title and a body that supports Markdown. - Patient steps - "Checklist items added to the patient’s plan when this template is applied." Dates in a template are day offsets, not calendar dates - "so the same template works for any patient." A goal with a target of 90 and a review of 30 resolves to ninety and thirty days after the plan's start date, whenever that turns out to be. A template needs at least one health concern and one goal before it can be applied. Until it has both, the card warns "Needs a health concern and a goal before it can be applied." and the template won't appear in the apply menu at all. Templates can be Deactivated - "Template can no longer be applied to patients." They stay on the page greyed out, so the plans built from them still make sense. Duplicate gives you a "(Copy)" to fork from, and every save bumps the version number shown on the card. The overflow menu also has Delete. Delete Template warns that deletion cannot be undone and says to deactivate the template instead if care plans have already been created from it. #### Putting a plan on a patient In the left sidebar, click Patients, then click the patient's name. In the patient chart, click Care Plans. New plan offers Blank plan or From template. Use Care Plans (1) to open the patient's care plans and New plan (2) to choose how to start. 1Care Plans2New plan 1Care Plans2New plan3Blank plan4From template Applying a template creates a draft. Nothing has happened to the patient yet - as the sheet says, "Creates a draft. The patient sees nothing until you activate it." Plans are grouped in the left rail as Active, Drafts and Past. The plan itself reads top to bottom: - Summary - the description, the first thing the patient reads. A plan applied from a template starts without one; write it for the individual. - Health concerns and Goals - each goal carries a status (Not started, In progress, Achieved, Not achieved, On hold), a term, a target, a target date and a next-review date. A linked health concern can be cleared and reset to Not linked. - Recommendations - in the order you set. A recommendation copied from a template is marked From template; one pulled in from a chart note is marked From chart note, and tells you if the note is unsigned or has been edited since. - Attachments - photos and videos from the patient's chart. - Patient steps - the checklist. - Versions - the publishing history. Patient steps are patient-facing by definition. Use Add step to add a Step to the plan. If there are no steps yet, the section says "No steps on this plan yet." Completed rows show whether they were Ticked by the patient or Ticked by the care team. New steps show the warning "Steps reach the patient straight away - they do not wait for the plan to be published." #### Activating and publishing On the same page, open Care Plans in the patient chart. Activate turns a draft into the live plan. Three things happen at once: any plan the patient was already on is superseded, this plan becomes active, and version 1 is published automatically. A patient has exactly one active plan, so activating a second one always ends the first. If Activate is unavailable, the reason is written underneath - "Add at least one health concern to activate." or "Add at least one goal to activate." After that, editing and publishing are separate acts. Change anything a patient can see and an amber banner appears: This plan has unpublished changes - "The patient is still seeing version 2. Publish to share your edits." It can only be dismissed by publishing. It's driven by comparing the actual content of the plan against what was last published, not by timestamps, so it appears when something the patient reads has genuinely changed - and stays away when you tick a patient step. Each published version is frozen: the content, a hash of it, and the exact PDF bytes the patient was given. That's what makes the history worth anything six months later when someone asks what the patient was actually told. Each row in Versions has its own PDF button that downloads that version. You can download the plan as it stands at any point, but an unpublished working copy comes out stamped "Working copy - not the published plan" so it can't be mistaken for the document the patient holds. #### Ending a plan Deactivate… cancels a plan and requires a reason - Goals met, Patient request, Transferred, No longer appropriate, Created in error, or Other. The dialog is blunt: "will be cancelled and the patient will stop seeing it. This cannot be undone." Superseded and Cancelled are terminal. There is no reopen. Clone is the way back: it copies the concerns, goals and recommendations into a fresh draft with today's start date and brand-new ids. Two things a clone deliberately leaves behind: attachments, because those documents were shared under the old plan, and care management enrollment, because that needs its own consent decision. If the patient is enrolled in CCM, cloning is the moment that lapses - see Care Time and chronic care management. Nothing is ever deleted. Archive hides a plan from the list without destroying it, and an active plan can't be archived at all - deactivate it first. #### Sharing photos and videos On the same page, click Care Plans, then open the plan. Use Upload new (1) to add a file to the patient's chart, Choose media (2) to pick a photo or video from that chart, and Attach disabled (3) to see that the plan will not attach anything until you select a file. 1Upload new2Choose media3Attach disabled The Attachments section shares media from the patient's own chart: "Photos and videos already on this patient's chart. The patient sees what you attach once the plan is published." Images and video only. There is no way to attach a PDF or a document to a care plan today. Upload new puts a file on the chart and then you select it - two steps on purpose, so nobody shares something with a patient by accident. Removing an attachment takes it off the plan and leaves it on the chart. Adding or removing one counts as a change the patient can see, so the plan will need republishing before it reaches them. #### What the patient sees Open a patient's care plan (in the left sidebar, click Patients, then click the patient's name, then click Care Plans) to compare it with the patient's Care Plan page in their portal, which appears only when they actually have an active plan - not merely because your clinic turned the feature on. A patient with no plan sees no tab and no tile, rather than an empty page. The patient's view of their care plan in the portal The plan is rewritten into their language. Sections are headed Your steps, What we're working towards, What to do, What this plan is for and Shared documents. The clinical vocabulary softens: a goal marked Not achieved reads as "Still working on it", Education recommendations appear under "Good to know", and Custom ones under "From your team". Patients tick their own steps, and that flows straight back to Patient steps on your side. They can also Download PDF. They only ever see the last published version. A half-finished edit is never visible, and neither is anything you kept to the care team - your internal notes, which template the plan came from, and the CCM enrollment behind it are all structurally excluded from what gets sent. #### Who can do what In the left sidebar, click Library, then click Care Plans for templates; click Patients, then click the patient's name, then click Care Plans for patient plans; or click Settings (at the bottom), then under Care, click Care Plans for the feature setting. Use Library (1) to work with templates, Care Plans (2) to open the care plans area, and Settings (3) to turn the feature on or off. Anyone on your clinical team - owner, admin, staff or doctor - can build templates, create plans, activate them and publish to a patient. Only owners and admins can turn the feature on or off in Settings. 1Library2Care Plans3Settings See Roles, licences, and permissions. #### Details that matter In the left sidebar, click Library, then click Care Plans to review templates; click Patients, then click the patient's name, then click Care Plans to review patient plans; or click Settings (at the bottom), then under Care, click Care Plans to review settings. Use Library (1) to review templates, Care Plans (2) to move into the care plans area, and Settings (3) to reach the feature toggle and organization settings. - Templates are stamps, not links. Editing one never changes a plan already applied from it. - A template needs a concern and a goal before it can be applied to anybody. - Starter protocols import once, and can't be previewed first - import, read, retire if it's wrong. - One active plan per patient. Activating a second supersedes the first, automatically. - Activating publishes version 1. Every edit after that needs a deliberate Publish. - Patient steps reach the patient straight away. They do not wait for the plan to be published. - Superseded and Cancelled are terminal. Clone into a fresh draft - and remember the clone drops attachments and CCM enrollment. - Attachments are photos and videos only. No PDFs, no documents. - Care plans archive, templates can be deactivated or deleted, and versions are permanent. Related guides What patients see in the portalUnderstand the patient-facing portal and public Welcome page so your team can answer questions about visits, forms, records, shared files, care plans, messaging and payments.13 min readCare Time and chronic care managementTurn on Care Time, log care-management work for a patient, enroll them in chronic care management, and close a month into draft CCM claims. This article also explains thresholds, role-based CCM codes, and the reasons a close is blocked or skipped.15 min read ### Ordering labs through Junction - Help Center URL: https://ona.health/help/ordering-labs-through-junction Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Ordering labs through Junction Place electronic lab orders from the patient chart, follow each order from requisition to result, share matched orders with patients, and unstick orders that stop updating. Orders & prescriptions7 min readUpdated October 13, 2026 What you can do here - Order lab panels and a la carte tests electronically, without leaving the patient chart - See each test's collection method, turnaround and lab fee before you add it - Track an order from Ordered to Completed, with its requisition and ABN attached when available - Share a matched order with the patient, cancel an order, or ask Junction to resend updates when an order looks stuck You’ll need: the Owner, Admin, Doctor or Staff role, and your practice connected to Junction. Junction is Ona's electronic lab ordering route. The order goes straight to the lab. Its status updates on its own as the sample is collected and processed, and the results come back into the patient's chart as a lab report. You don't need to fax or re-key anything. #### Connecting Junction An Owner or Admin sets Junction up once for the practice: 1Settings2Junction Use Settings (1) at the bottom of the left sidebar to open Settings, then use Junction (2) under Dispensary in the settings menu to open the Junction setup page. 1Provisioning2Status3Patient messaging Use Provisioning (1) to check whether the clinic is provisioned, Status (2) to review webhook status, and Patient messaging (3) to control whether Junction messages patients. - In the left sidebar, click Settings (at the bottom). In the settings menu, under Dispensary, click Junction. - Review Provisioning (1) and Status (2) on the Junction settings page, and use Patient messaging (3) to control whether Junction messages patients. - Select Provision clinic in Junction. When the card reads Ready and the webhook shows Registered, anyone with an ordering role can place orders. Connecting Junction and Fullscript covers setup in detail. If lab ordering is unavailable when you try to order, an Admin can select Open lab settings from the error message and finish setup. If the page says the deployment has no Junction credentials, contact Ona support. That part is configured on our side. #### Placing an order In the left sidebar, click Patients, then click the patient's name. In the patient sidebar, click Lab Orders. Ona syncs the patient to Junction, then opens the ordering panel inside the chart. For archived patients, the launch page still opens but stays read-only. - Select Order labs. The Order labs menu, offering Order via Junction, Connect Fullscript and Lab Requisition If the menu shows Connect Junction instead, the practice isn't connected yet (see above). The launch page is labeled Lab orders. For archived patients, the ordering flow is read-only, so you can review the page but not start a new order. The Junction New Order flow, with a Labcorp filter, a test search, a CMP panel card and the order rail on the right If Junction needs to refresh the embedded session, the page title is Resuming lab ordering and the screen says Resuming your Junction session… before returning to ordering. When you submit the order in Junction, Ona records the order and opens its detail page. #### If the order won't open Message What to do Complete patient profile Select Complete patient profile. Junction needs a few patient details before lab ordering can open. Closing the patient sheet tries the launch again. Lab ordering is unavailable Junction isn't fully set up for the practice. An Admin can select Open lab settings and finish setup. You can't order labs for this patient Your role can't order labs. Ask an Owner or Admin. Couldn't start lab ordering Select Retry. Couldn't load Junction ordering Select Retry. If your browser keeps blocking it, Order in Junction instead opens Junction directly, when your practice allows it. Don't place an order twice If you see "Order placed in Junction", but Ona couldn't record it, the order was placed. It appears in the patient's lab orders as soon as Junction's update arrives. Don't place it again. #### Following an order In the left sidebar, click Patients, then click the patient's name. In the patient sidebar, click Lab Orders to see the patient's Junction lab orders. The Lab Orders tab, listing Junction orders by month with Received and Completed statuses and Results ready badges, and two requisitions below Each row shows the tests, lab, marker count, collection method, status, ordering clinician, ordered date and last update. A red Action required badge means Junction needs something from you, such as a missing answer or a redraw. The ordering clinician is also notified. #### The order page In the left sidebar, click Patients, then click the patient's name. In the patient sidebar, click Lab Orders, then select an order to open it. A completed Junction lab order, showing results ready with 23 markers, the tests ordered, a status timeline, order details, documents and the Resend updates button The order header shows the order status and any Action required badge. Depending on the order, it can also show these actions: - Share shares the order with the patient when the order is matched to a patient. After sharing, it changes to Shared. Open the Shared menu to see the share date or select Stop sharing with patient. - Mark draw completed is available for on-site collection orders that are not terminal. - Cancel order is available until the order is completed, cancelled or failed. On an archived patient's chart or visit page, these actions are disabled, but the order details stay visible. The page is organized into cards: - Results: Awaiting results until the lab reports. After that, it shows Results ready, Partial results in or Critical value to review, with the marker count and when the results arrived. Select Open lab report to read them. See Reviewing lab reports. - Tests & markers: what was ordered, the lab and sample type, and whether fasting is required. - Timeline: every status change from Junction, newest first. For example, Ordered, Requisition created, Partial results, Completed. - Details: collection method, lab, who ordered it and when, origin when available, the Junction order ID, and when it last synced. - Appointment: appointment status, time and provider when Junction sends appointment details. - Documents: the Requisition from Junction, plus an ABN when the lab issued one. The Requisition is disabled until Junction creates it. - Related orders: redraws or related orders that share the same Junction transaction. For orders with no matched patient, results can appear inline on the order page. A critical result shows Critical result - acknowledge now with Acknowledge for clinicians. A final result can be marked with Mark as reviewed, and View lab report opens the lab report PDF when one is available. #### Cancelling an order In the left sidebar, click Patients, then click the patient's name. In the patient sidebar, click Lab Orders, select the order, select Cancel order, then confirm Cancel order in the Cancel this lab order? dialog. Select Keep order to leave without cancelling. Cancel order is offered until the order is completed, cancelled or failed. Junction decides whether the order can still be cancelled. Once the sample is at the lab, it usually can't be. If Junction refuses, its reason is shown. #### When an order looks stuck In the left sidebar, click Patients, then click the patient's name. In the patient sidebar, click Lab Orders, then select the order. If an order hasn't moved in a while, but you know the sample was collected, an Owner or Admin can select Resend updates under Admin on the order page. On an archived patient's chart or visit page, Resend updates is disabled. Junction redelivers the order's latest status, and the timeline catches up. #### Notifications Junction events notify the ordering clinician in Ona. If Ona can't find that clinician, the practice owners are notified instead. - Lab results ready: final results are in, and every marker is within range. - Abnormal lab result: final results include values outside the reference range. - Critical lab result: review and acknowledge now. Clinicians are re-paged every 15 minutes until someone acknowledges it. - Lab order needs attention: the order has an Action required issue. - Lab order cancelled or failed: no results will arrive. - Lab order placed outside Ona: someone ordered for this patient directly in Junction. It still appears in the patient's Lab Orders. Related guides Reviewing lab reportsRead parsed lab values next to the original report, acknowledge critical results, mark reports reviewed, and follow markers over time.4 min readGenerating lab requisitionsCreate a PDF lab requisition, filled in from the patient record, then fax it, print it, or share it with the patient in the portal.5 min readOrdering labs through FullscriptOrder labs from the Fullscript catalog inside the patient chart, and open the results PDF when it comes back.4 min read ### Recommending supplements - Help Center URL: https://ona.health/help/recommending-supplements Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Recommending supplements Recommend supplements through Fullscript from the patient chart, and keep every recommendation on the record. Orders & prescriptions4 min readUpdated September 28, 2026 What you can do here - Recommend supplements through Fullscript without leaving the chart - Keep recommendations attached to the patient, so the next clinician sees what was advised - Create reusable supplement templates your team can chart on any patient in one step - Import starter templates from the Library and review them before use You’ll need: a Fullscript connection, and an email address on the patient. The supplement dispensary runs through Fullscript. You build the protocol in Fullscript's catalog, the recommendation is attached to the patient in Ona, and the patient orders through Fullscript. Reusable supplement templates are managed from Library → Supplements and can be applied to patients later. #### How do I recommend supplements? In the left sidebar, click Patients, then click the patient's name. In the patient chart, under Dispensary, click Supplements. You can also click Visits in the left sidebar, click the visit, then click Supplements under Dispensary in the visit sidebar. 1Supplements in the visit sidebar2Open Fullscript Open Fullscript launches the catalog, where you build a protocol and recommend products to the patient. Keep supplement recommendations in the record, not only in conversation with the patient. A charted recommendation shows up on the patient's summary under Recommendations. The next clinician sees what was advised, and the patient has it in writing. #### How do I create a supplement template? In the left sidebar, click Library, then click Supplements in the Library menu. Use templates when your team recommends the same group of supplements often and wants to chart them on a patient in one step. 1Search2Add3Cancel - Select New template. - Enter the template name. - Use When to use for internal guidance. This text is shown when choosing a template and is not copied onto a patient's chart. - Select Add supplement. - Search for a product or ingredient, or enter a custom supplement, then select Add. - Add dose, unit, frequency, instructions or a note if needed. - Select Create template. The template is saved and can be applied from any patient's Supplements page. #### How do I manage supplement templates? In the left sidebar, click Library, then click Supplements in the Library menu. Each template appears as a card with its supplements and actions. - Select a template card to edit it. - Open the template's actions menu for more options. - Select Duplicate to create a copy. - Select Retire to hide an active template when applying a template, or Restore to put a retired template back in the template picker. - Select Delete to remove the template, then select Delete again to confirm. Deleting a template removes it from the library. Supplements already charted from it stay on those patients' charts. #### How do I import a starter template from the Library? In the left sidebar, click Library, then click Supplements in the Library menu. The Library area contains starter templates you can preview, import and then adjust for your practice. 1Search2Category chips3Preview4Import - Use the Library search or category chips to find a starter template. - Select Preview to review its supplements, doses, instructions, notes and references. - Select Import. - Open the imported template and review its supplements before using it. After a starter template is imported, its card shows Open. In the preview dialog, Open template opens your practice's copy. #### The Fullscript connection The patient Supplements page and the Library → Supplements template page appear once an Owner or Admin turns on Supplements under Dispensary. To get there, click Settings at the bottom of the left sidebar, then click Supplements under Dispensary in the settings menu. Recommending through Fullscript also needs the practice connected to Fullscript. An Owner or Admin sets it up by clicking Settings at the bottom of the left sidebar, then clicking Fullscript under Dispensary in the settings menu and signing in to the practice's Fullscript practitioner account. The same connection is used for ordering labs through Fullscript. 1Settings2Supplements Fullscript matches patients by email. If a patient has no email on their record, their recommendations won't sync to Ona. Related guides Ordering labs through FullscriptOrder labs from the Fullscript catalog inside the patient chart, and open the results PDF when it comes back.4 min readManaging inventoryTrack catalog items, stock levels, movements, alerts and consumption protocols across practice locations. Receive, transfer, adjust and write off stock from Inventory.9 min readAdding a patientCreate a patient from the Patients list, decide whether to send a portal invitation, and complete the patient record from Details & Settings.6 min read ### Ordering labs through Fullscript - Help Center URL: https://ona.health/help/ordering-labs-through-fullscript Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Ordering labs through Fullscript Order labs from the Fullscript catalog inside the patient chart, and open the results PDF when it comes back. Orders & prescriptions4 min readUpdated October 13, 2026 What you can do here - Browse the Fullscript lab catalog and order tests without leaving the chart - See Fullscript lab orders in the same list as your other orders - Open the results PDF from Fullscript once it arrives You’ll need: the owner, admin, staff, or clinician role, a Fullscript connection, and an email address on the patient. Fullscript's lab catalog includes both routine panels and specialty tests, such as DUTCH hormone testing. The order, and any payment for it, is handled in Fullscript. Ona keeps the order in the patient's Lab Orders list and links through to the results. #### How do I connect Fullscript? 1Settings2Fullscript 1Connected status2Reconnect Fullscript In the left sidebar, click Settings (at the bottom). In the settings menu, under Dispensary, click Fullscript. Use Settings (1) and Fullscript (2) in the screenshot to follow that path. - Select Connect Fullscript and sign in to your Fullscript practitioner account. The Connection Status card shows Connected (1) and, when available, the Practitioner ID. The same connection powers supplement recommendations. Reconnect Fullscript (2) opens the authorization again if the connection lapses. Disconnect Fullscript asks you to confirm, and Disconnect removes the practitioner connection until you connect again. Patients need an email address Fullscript matches patients by email. If the patient has no email on their record, their Fullscript orders and recommendations won't sync to Ona. Add an email in Patient Information first. #### How do I place an order? In the left sidebar, click Patients, then click the patient's name. In the patient sidebar, under Dispensary, click Lab Orders. - Select Order labs → Order via Fullscript. If the menu shows Connect Fullscript instead, the practice isn't connected yet. On archived patients' charts, this action is blocked. The Fullscript catalog opens in a full-screen sheet. The Fullscript lab catalog is open in a full-screen sheet over the patient record, with search, company and sample-type filters, and an Add to order button beside each test - Search the catalog, or narrow it with Company, Health category, Sample type, Category, Favorites and Specialty tests. - Select Add to order next to each test. The price is shown on each row. - Select Review draft to check the plan, then activate it in Fullscript. Once the plan is activated, Ona syncs it, and the order appears in Lab Orders labelled Fullscript. If it doesn't show up straight away, use the refresh button, or Full sync with Fullscript, in the Lab Orders header. On archived patients' charts, the Lab Orders panel also blocks Review in Fullscript. #### Unordered recommendations If you recommended labs in Fullscript, but the patient hasn't ordered them yet, a banner on Lab Orders shows how many are outstanding. Review in Fullscript opens them. On archived patients' charts, this action is blocked. #### Statuses and results In the left sidebar, click Patients, then click the patient's name, then click Lab Orders under Dispensary in the patient sidebar to review Fullscript order statuses and results. Fullscript orders show their current order status until results are attached. Orders with an aggregated result show Final or Pending. Use Report status (1) to read the order's status, and use Trends (2) to see the section for recent analyte results. 1Report status2Trends When a results PDF is available, open it from the order. The results PDF opens in a dialog with Download. Want parsed values and trends? Fullscript results arrive as a PDF only, so they don't feed the Trends view. To chart the values over time, download the PDF and upload it in Lab Reports. See Reviewing lab reports. Related guides Ordering labs through JunctionPlace electronic lab orders from the patient chart, follow each order from requisition to result, share matched orders with patients, and unstick orders that stop updating.7 min readRecommending supplementsRecommend supplements through Fullscript from the patient chart, and keep every recommendation on the record.4 min readGenerating lab requisitionsCreate a PDF lab requisition, filled in from the patient record, then fax it, print it, or share it with the patient in the portal.5 min read ### Sending a prescription - Help Center URL: https://ona.health/help/sending-a-prescription Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Sending a prescription Open DoseSpot from any patient chart to write a prescription - or, on a proxy account, prepare one and queue it for a prescriber to review and send. Orders & prescriptions6 min readUpdated October 13, 2026 What you can do here - Open DoseSpot from a patient chart or an open visit - Write and send a prescription as a prescriber - Prepare a prescription on a proxy account and queue it for a prescriber - Know which prescriber's queue you are writing into - Read the messages that stop DoseSpot from opening You’ll need: DoseSpot set up for your clinic and a DoseSpot account of your own (Setting up DoseSpot). A DEA number on file for controlled substances. Prescribing starts from the patient, not from a separate application. DoseSpot loads inside the chart you're already in, on the patient you're already looking at. On a phone, you can open it full screen in its own tab or choose to use it in Ona instead. What you can do once it opens depends entirely on which kind of DoseSpot account you were given. A prescriber writes and sends. A proxy prepares and hands off. The screens differ, and it's worth knowing which one you're on before you start typing. #### Opening DoseSpot In the left sidebar, click Patients, then click the patient's name. In the chart sidebar, choose DoseSpot under E-Prescribing. You can also open a visit: in the left sidebar, click Visits, then click the visit and open its DoseSpot prescribing page when DoseSpot prescriber access is enabled. Archived patients stop here instead: they show This patient is archived and Restore them to prescribe. DoseSpot loads in place. It's normal for it to sit blank for a couple of seconds before the chart appears. 1Patients2DoseSpot Use Patients (1) in the left sidebar to open the chart, and then DoseSpot (2) under E-Prescribing to launch prescribing. #### Syncing happens on its own Open a patient in DoseSpot (in the left sidebar, click Patients, then click the patient's name and choose DoseSpot under E-Prescribing in the chart sidebar). The first time anyone opens a patient in DoseSpot, Ona pushes that patient's details across automatically - you'll see Syncing patient for a moment. There's nothing to press, and no sync step in settings. Medications and allergies entered in DoseSpot are pulled back into Ona when the DoseSpot frame closes, including when you leave the page, switch patient, change prescriber, retry, close the tab, or reload. When the patient's record isn't good enough for DoseSpot to accept, you get one of three screens instead: - "Complete patient profile" - DoseSpot needs the patient's name, date of birth, gender, phone, and a full US address with a two-letter state code. The screen lists exactly what's missing under Required by DoseSpot, and the button opens the patient profile. Closing it retries the sync for you. - "DoseSpot rejected this patient" - the record is complete but something in it was refused, itemised under Reported by DoseSpot. This is usually a wrong value rather than a missing one - an implausible date of birth, an address DoseSpot can't resolve. - "Cannot sync inactive patient" - re-activate the patient before prescribing for them. The demographics matter beyond just opening the chart: they're what Surescripts matches the patient on. A profile that's complete enough to load DoseSpot but wrong in a detail can still return an empty medication history for a patient who definitely has one. #### Prescribing as a prescriber On the same page, open a patient in DoseSpot (in the left sidebar, click Patients, then click the patient's name and choose DoseSpot under E-Prescribing in the chart sidebar). On a prescriber account DoseSpot opens straight onto the patient's chart, and you write the prescription there. Ona hands off to DoseSpot for the transmission; DoseSpot sends it to a real pharmacy. Treat it with the same care as any clinical order - the right patient, the right drug, the right pharmacy. The clinical responsibility stays with you, and once it's transmitted it's out of Ona's hands. Controlled substances additionally need a DEA number on file (Setting up DoseSpot) and DoseSpot's own EPCS two-factor prompt when you sign. That prompt is required by the DEA and is entirely separate from Ona's own two-step verification - turning one on or off changes nothing about the other (Two-step verification). Before you write, it's worth checking what the patient has actually been dispensed elsewhere. The same DoseSpot chart holds that record - see Viewing a patient's medication history. #### Preparing a prescription as a proxy On the same page, open a patient in DoseSpot (in the left sidebar, click Patients, then click the patient's name and choose DoseSpot under E-Prescribing in the chart sidebar). A proxy account has no prescription queue of its own, so before the chart opens you're asked whose queue you're writing into. The prescriber picker shown to a proxy account before the DoseSpot chart opens "Queue for which prescriber?" - "What you prepare is staged in their queue for them to review and send." The list is every team member linked as a Prescriber, by name. Pick one and DoseSpot opens. You choose every time, on every chart. Nothing is remembered, and that's deliberate rather than an oversight: staff routinely cover several clinicians in a shift, and a remembered default is exactly how work ends up in the wrong clinician's queue. Once DoseSpot is open, a banner sits above it for the whole session: "Queue prescription - queueing for {name}. They review and send it." with a Change button. Read that banner. DoseSpot itself never shows whose queue you're in, so once you're inside the chart, the banner is the only place a wrong choice can be caught. On narrow screens, the banner wraps instead of truncating so the prescriber's name stays visible. What you prepare then appears in that prescriber's own DoseSpot chart, awaiting their approval. They review it and they transmit it. A proxy cannot send, cannot sign, and cannot prescribe controlled substances - there's no NPI and no DEA registration behind the account to do it with. #### When DoseSpot won't open Open a patient in DoseSpot (in the left sidebar, click Patients, then click the patient's name and choose DoseSpot under E-Prescribing in the chart sidebar). The message on screen tells you which piece is missing: - "DoseSpot is not set up" - the organisation isn't connected yet. An Owner or Admin completes Settings → DoseSpot. - "DoseSpot is not set up for your account" - the clinic is connected but you aren't linked. An Owner or Admin provisions you in Step 2 - Provision prescribers and proxies. - "Could not load prescribers." - you're on a proxy account and Ona couldn't load the prescriber list. Use Retry. - "No prescribers connected" - you're on a proxy account and nobody in the practice is linked as a prescriber, so there's no queue to write into. An admin links a prescriber first. - "This patient is archived" - restore the patient before prescribing for them. - "Could not open DoseSpot" - something failed on the way in. Retry first. On a proxy account you also get Choose a different prescriber, which is the fix when the prescriber you picked has been unlinked since the list was drawn. On a phone, you may also need to choose between Open DoseSpot and Use it here instead before the workspace opens. For anything else, see Setting up DoseSpot and Troubleshooting. Related guides Setting up DoseSpotConnect your clinic to DoseSpot, link prescribers and proxy staff, set a clinician fax number, and manage DEA registrations for controlled substances.11 min readViewing a patient's medication historySee what a patient has actually been dispensed - including prescriptions written outside your practice - from the Medication History view inside DoseSpot.6 min readCreating and running a visitCreate a visit, attach services, interviews, and consents, work the visit workspace, and manage visit billing items such as services, copays, and superbills.10 min readTroubleshootingA symptom-first index of the most common why-is-this-not-working moments, each traced to the upstream setting that fixes it.8 min read ### Generating lab requisitions - Help Center URL: https://ona.health/help/generating-lab-requisitions Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Generating lab requisitions Create a PDF lab requisition, filled in from the patient record, then fax it, print it, or share it with the patient in the portal. Orders & prescriptions5 min readUpdated October 13, 2026 What you can do here - Generate a signed PDF requisition for any lab, with no integration needed - Pull patient, provider and insurance details from the record automatically - Fax the requisition to the lab, download and print it, or share it with the patient in the portal You’ll need: the Owner, Admin, Doctor or Staff role. Faxing needs fax enabled for your practice. A requisition is the paper route. Use it when the lab isn't reachable through Junction or Fullscript, or when the patient is taking the order to a lab of their choice. Ona builds the PDF, and you send it. Junction orders have tracked status and results; PDF requisitions do not, so upload the report when it arrives (see Reviewing lab reports). #### Creating a requisition 1Lab Orders In the patient chart, click Patients, then click the patient's name. In the patient menu, under Dispensary, click Lab Orders. Use Lab Orders (1) to open this page. - Select Order labs and then Lab Requisition. If Junction is available, the same menu can also include Order via Junction for tracked status and results. If your practice has no lab integration, the button reads New lab request. - Fill in the New lab requisition sheet: - Destination lab (required): the lab's name, for example Quest Diagnostics. - Tests & panels (required): type each test, and press Enter or comma to add it. - Diagnoses (ICD-10): add codes for medical necessity. The description is optional. - Collection date: the date is validated, so an invalid or incomplete date shows an inline error. - Instructions to the lab (for example, "Fasting required") and Comments. - Select Generate requisition. To generate the PDF and show it in the patient's portal at the same time, open More ways to generate and select Generate & share with patient. The requisition appears in Lab Orders as Generating, then Share, Send and View appear once the PDF is ready. #### Optional details Two collapsed sections hold details you usually don't need to touch: 1Destination lab details2Patient, provider & signature - Destination lab details (1): the lab's address, phone, fax and NPI, kept with the requisition for reference. - Patient, provider & signature (2): override the patient's name, date of birth, sex (as printed) or MRN; the ordering provider's name and NPI (it defaults to you); and the signature name (it defaults to the ordering provider). The overridden Date of birth is validated, so an invalid or incomplete date shows an inline error. #### What's on the PDF A generated lab requisition PDF, showing the clinic header, provider NPI, patient information, insurance information, diagnosis codes, tests ordered and electronic signature - Header: your practice name, address and phone, with the ordering provider's name and NPI. - Patient information: name, MRN, date of birth, sex, phone numbers and address. - Insurance information: primary and secondary coverage (policy holder, group number, member ID), taken from the patient's insurance on file. - Requisition: diagnosis codes, tests ordered, instructions and comments. - Electronically signed by the ordering provider. Check the record before generating Every detail on the PDF comes from the patient record at generation time. A missing insurance card or an out-of-date address prints as blank. Fix it in Patient Information first: in the left sidebar, click Patients, click the patient's name, then select Patient Information. #### Sending it In the patient chart, click Patients, then click the patient's name. In the patient menu, under Dispensary, click Lab Orders. 1Share with patient2Send fax3View PDF - View (3) opens the PDF, with Download to save it and Open to print it from a new tab. On archived patients, View stays available. - Share (1) shows the order in the patient's portal lab records. No notification is sent. After sharing, the button changes to Shared; open it to see the shared date or select Stop sharing with patient. On archived patients, Share and Stop sharing with patient are disabled. - Send (2) faxes it. Choose a saved fax contact, or type the lab's fax number (for example +12125551234), then select Send fax. Track delivery under Faxes → Sent: in the left sidebar, click Faxes, then open Sent. On archived patients, Send is disabled. If fax isn't enabled for your practice, Send takes you to Fax & Referrals in Settings to set it up. See Faxes and referrals. #### Reading Junction orders in Lab Orders In the patient chart, click Patients, then click the patient's name. In the patient menu, under Dispensary, click Lab Orders. Junction orders can appear in the same Lab Orders timeline as requisitions. They show a Junction source label and open with View order instead of opening a generated requisition PDF. 1Lab Orders timeline2Order row details3View order A Junction row can show Action required when someone needs to follow up. It can also show Results ready for final results or Partial results for partial results; use the results link to open the patient's lab results. Use the Lab Orders timeline (1) to scan the list, the Order row details (2) to review each order's labels and statuses, and View order (3) to open the Junction order. Junction statuses can include Completed, Received, Collecting sample, At lab, Cancelled and Failed. Related guides Ordering labs through JunctionPlace electronic lab orders from the patient chart, follow each order from requisition to result, share matched orders with patients, and unstick orders that stop updating.7 min readSending and receiving faxesSet up faxing, work incoming faxed documents, send outgoing faxes, link faxes to patients, and manage the fax archive from Faxes.8 min readReviewing lab reportsRead parsed lab values next to the original report, acknowledge critical results, mark reports reviewed, and follow markers over time.4 min read ### Viewing a patient's medication history - Help Center URL: https://ona.health/help/medication-history Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Viewing a patient's medication history See what a patient has actually been dispensed - including prescriptions written outside your practice - from the Medication History view inside DoseSpot. Orders & prescriptions6 min readUpdated October 13, 2026 What you can do here - Open a patient's medication history from inside DoseSpot - See fills from other prescribers and other practices, not just your own - Use it to reconcile what a patient is actually taking - Record the medications that matter on the Ona chart You’ll need: DoseSpot set up for your clinic and for your account, and the patient's demographics complete. The patient's authorisation before you pull their history. What a patient tells you they're taking and what they've actually been dispensed are often two different lists. Medication history closes that gap: DoseSpot can show you what has been filled, including scripts written by clinicians who have nothing to do with your practice. It's the same integration you prescribe through, so if DoseSpot is already working for you, medication history is already available - see Setting up DoseSpot if it isn't. On a visit, archived patients now show This patient is archived and Restore them to prescribe. when you try to open the prescription surface. #### Opening a patient's DoseSpot chart In the left sidebar, click Patients, then click the patient's name. In the chart sidebar, choose DoseSpot under E-Prescribing. The same item sits in the sidebar of an open visit, so you can reach it mid-consultation without leaving the note. Use DoseSpot (1) to open the workspace where you can view medication history. If you are linked as a proxy, choose the prescriber whose queue you are preparing prescriptions for before DoseSpot opens. What you prepare is staged in their queue for them to review and send. After DoseSpot opens, the banner shows who you are queueing for; use Change if you need to choose a different prescriber. On a phone, DoseSpot first asks whether to open in a separate tab or use the embedded frame. Choose Open DoseSpot to use the full-screen tab, or Use it here instead to stay inside Ona. 1DoseSpot #### Viewing the history In the left sidebar, click Patients, then click the patient's name. In the chart sidebar, choose DoseSpot under E-Prescribing. On the DoseSpot screen, next to Patient Overview, click Medication History. DoseSpot asks you to confirm that the patient has authorised the request before it will retrieve anything. Once you've confirmed, choose to show the history and the results load into the panel. The request is made live at the moment you ask for it, so a patient's history is never sitting in the chart waiting to be read - you pull it when you need it. #### Where the data comes from Open the patient's DoseSpot chart (in the left sidebar, click Patients, then click the patient's name; in the chart sidebar, choose DoseSpot under E-Prescribing) and DoseSpot retrieves the history in that workspace. That reach is the point. A patient who saw a cardiologist last spring, or who filled something at an urgent care while travelling, shows up here even though none of it touched your chart. It is not, however, a complete list. Fills paid in cash, pharmacies that don't participate, and plans that don't share claims data simply won't appear, and there's no way to tell from the screen that something is missing. Read it as strong evidence rather than the whole truth, and keep asking the patient. #### Consent Open the patient's DoseSpot chart (in the left sidebar, click Patients, then click the patient's name; in the chart sidebar, choose DoseSpot under E-Prescribing). The confirmation you tick before pulling a history is an attestation by you, the prescriber, that the patient has authorised it. The patient is not notified - nothing is sent to them and nothing appears on their side when you request their history. Because of that, don't treat the checkbox as the consent itself. Capture authorisation in writing where you can point to it later - a consent form the patient signs at intake covers every future request in one go. See Building consent forms. #### It doesn't fill in the chart Surescripts medication history is read-only, and it stays in DoseSpot. It does not flow into the Medications section of the Ona patient record - nothing from that history appears on the chart, in a note, or in the patient's clinical records afterwards. Medications and allergies entered in DoseSpot are different. Ona pulls those back into the patient's chart when the DoseSpot session closes. So when the Surescripts history tells you something worth keeping, chart it. Open the patient (in the left sidebar, click Patients, then click the patient's name), then open the patient's Medications section and use Add medication to record it properly, with dose, frequency and dates. That's the version that trends over time, shows up for the next clinician, and carries into your notes. See Creating a patient record. The upside of the split is that your medication list stays deliberate. Twelve months of pharmacy claims includes a lot of noise - a one-off course of antibiotics, something started and abandoned - and none of it lands in the chart unless you decide it belongs there. #### When history won't open Open the patient's DoseSpot chart (in the left sidebar, click Patients, then click the patient's name; in the chart sidebar, choose DoseSpot under E-Prescribing). Everything that blocks prescribing blocks medication history too, since both need the same DoseSpot session. The message on screen tells you which step is missing, or whether the patient is archived. For DoseSpot settings, an Owner or Admin clicks Settings at the bottom of the left sidebar, then clicks DoseSpot under E-Prescribing. - "DoseSpot is not set up" - the organisation isn't connected yet. An Owner or Admin completes Settings → DoseSpot. - "DoseSpot is not set up for your account" - the clinic is connected but your account isn't linked to DoseSpot. An Owner or Admin links you as a prescriber or proxy in Step 2 - Provision prescribers and proxies. - "Complete patient profile" - DoseSpot needs the patient's name, date of birth, gender, phone, and a full US address with a two-letter state code. The screen lists exactly what's missing under Required by DoseSpot. - "Cannot sync inactive patient" - re-activate the patient before opening prescriptions. - "This patient is archived" - restore the patient before you prescribe. The demographics one is worth dwelling on, because it has a second effect. Those same fields are what Surescripts matches the patient on, so a profile that's complete enough to open DoseSpot but wrong in a detail - a misspelled name, an old address - can return an empty history for a patient who definitely has one. If a history comes back blank and that surprises you, check the demographics before concluding there's nothing there. When you open DoseSpot in a separate tab on a phone, medication and allergy changes sync back to Ona when you return to the app. For anything else, see Setting up DoseSpot and Troubleshooting. Related guides Setting up DoseSpotConnect your clinic to DoseSpot, link prescribers and proxy staff, set a clinician fax number, and manage DEA registrations for controlled substances.11 min readSending a prescriptionOpen DoseSpot from any patient chart to write a prescription - or, on a proxy account, prepare one and queue it for a prescriber to review and send.6 min readAdding a patientCreate a patient from the Patients list, decide whether to send a portal invitation, and complete the patient record from Details & Settings.6 min read ### Reviewing lab reports - Help Center URL: https://ona.health/help/lab-reports Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Reviewing lab reports Read parsed lab values next to the original report, acknowledge critical results, mark reports reviewed, and follow markers over time. Orders & prescriptions4 min readUpdated September 29, 2026 What you can do here - Get results from Junction automatically, or upload any lab report to have its values extracted - Read each value against its reference range, beside the original document - Acknowledge critical results, and mark reports reviewed - Follow a marker across reports in Trends You’ll need: a patient record open. Acknowledging a critical result needs the Owner, Admin or Clinician role. Lab Reports is where results live, whichever way the test was ordered. In the left sidebar, click Patients, then click the patient's name. In the patient record, under Dispensary, click Lab Reports. #### Where reports come from - Junction orders: results arrive on their own, tagged Junction. See Ordering labs through Junction. - Faxes: lab results that come in by fax are added for you. - Uploads: anything else, such as a requisition result, a Fullscript results PDF, or a report the patient brings in. #### Uploading a report 1Lab Reports - In the left sidebar, click Patients, then click the patient's name. In the patient record, under Dispensary, click Lab Reports. - Select Upload report. - Drop in the file. PDF, Word, JPEG, PNG and HEIC are accepted, up to 25 MB. - Give it a Title (for example, "CMP - Quest, April 2026"). You can also add the Lab / ordering provider, the Specimen collection date and an Internal note. - Select Upload & parse. The report shows Queued, then Parsing, while Ona extracts the values. It then moves to Needs review. If extraction fails (Parse failed), try uploading a clearer copy. #### Reading a report In the left sidebar, click Patients, then click the patient's name. In the patient record, under Dispensary, click Lab Reports. Select a report to open it. A reviewed Junction lab report, with the original Labcorp PDF on the left and parsed values for albumin, alkaline phosphatase, ALT and AST on the right, each marked Normal - Original document, on the left, is the report exactly as the lab issued it. - Parsed values, on the right, are grouped into Needs attention, Normal and Other. Each value shows its LOINC code, the result and unit, and a flag: Normal, Low, High or Critical. Where the lab gave a numeric range, the value is plotted on it. - Select Accept on a value to confirm it was read correctly. For Junction reports, the header shows Final or Partial - more pending, and View order takes you back to the order. A partial result isn't final, so don't act on values that are still missing. #### Critical results A report with a critical value opens with Critical result - acknowledge now. An Owner, Admin or Clinician selects Acknowledge to record that it's been seen. For Junction orders, an unacknowledged critical result alerts the ordering clinician again after 15 minutes. #### Reviewing and archiving In the left sidebar, click Patients, then click the patient's name. In the patient record, under Dispensary, click Lab Reports. When you've checked the values, select Mark report reviewed. The bar then shows who reviewed it and when. Junction reports can only be marked reviewed once the final result is in. Archive moves a report out of the list, for example a duplicate upload. You can also archive selected linked results with the report, or leave them in the chart. Restore brings the report back, along with any results archived with it. Archived reports can be permanently deleted; when you delete one, you can also delete selected linked results, and any results you keep lose their report link. Use the filters at the top of the list (All, Needs review, Parsing, Failed, Reviewed) to find what's still waiting for a clinician. #### Trends Open Lab Reports by clicking Patients in the left sidebar, then clicking the patient's name. In the patient record, under Dispensary, click Lab Reports. Trends charts every marker across the patient's reports, so a cholesterol or vitamin D level reads as a line over time, not as scattered numbers. Search for a marker with Search analytes…, and select a point to open the report it came from. Values are matched by LOINC code, which is what lets results from different labs line up. #### What patients see Reports appear in the patient portal under Lab reports. A report shows as Pending review until a clinician marks it reviewed, and then as Results ready. Related guides Ordering labs through JunctionPlace electronic lab orders from the patient chart, follow each order from requisition to result, share matched orders with patients, and unstick orders that stop updating.7 min readGenerating lab requisitionsCreate a PDF lab requisition, filled in from the patient record, then fax it, print it, or share it with the patient in the portal.5 min readAdding a patientCreate a patient from the Patients list, decide whether to send a portal invitation, and complete the patient record from Details & Settings.6 min read ### Adding supplements and using supplement templates - Help Center URL: https://ona.health/help/supplements-and-supplement-templates Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Adding supplements and using supplement templates Add supplements to a patient chart, apply reusable supplement templates, and manage supplement template catalog rows and starter library imports. Orders & prescriptions7 min readUpdated October 22, 2026 What you can do here - Add a supplement to a patient chart from an NIH supplement label product, an ingredient, or typed text - Record source, status, dose, route, dates, instructions and notes - Apply a supplement template to add several supplements at once - Create, edit, duplicate, retire, restore and delete supplement templates - Import starter templates from the library catalog, then review and adjust them for your practice You’ll need: a clinic member role and the supplements feature enabled for your organization. Supplements are chart records you can add from a patient's Supplements page (in the left sidebar, click Patients, then click the patient's name) or from the Supplements section inside a visit (open the visit from Visits). Templates are reusable groups of supplements for protocols your team recommends often; in the left sidebar, click Library, then click Supplements. The page uses a catalog layout with your templates and starter library shelves. #### How do I add a supplement to a patient chart? 1Supplements2Add supplement Use Supplements (1) to open the patient chart's supplement section, and Add supplement (2) to start a new supplement. - In the left sidebar, click Patients, then click the patient's name. In the patient chart, open Supplements. - Select Add supplement. - If the template picker opens, select Single supplement. - Search for an ingredient, brand or product from the NIH supplement label database. - Choose a product, choose an ingredient, or use your typed text as a custom entry. - If you choose an ingredient that has products, choose a product or select Chart as the ingredient without a product. - Select Next. - Fill in Status and Source. Add dose, route, frequency, dates, instructions and a note as needed. The supplement appears in the patient's Supplements section. If you add it from a visit, it is linked to that visit. When you choose a product, Ona shows supplement facts from the NIH label when available. It may prefill dose and route from the product's serving and form, so review those fields before saving. #### How do I apply a supplement template to a patient? - In the left sidebar, click Patients, then click the patient's name. In the patient chart, open Supplements. Templates appear from Add supplement when your practice has active supplement templates. - Choose a template under Templates. - Review the supplements in the template. - Clear the checkbox for any supplement you do not want to add. - Set Source and Start date for the supplements you are adding. - Select the Add 1 supplement or Add n supplements button. Ona adds the selected supplements to the chart. If a selected template item is already on the chart as a current supplement, it is skipped and the confirmation tells you how many were added and skipped. A supplement counts as current for this check when its status is Active, Intended, On hold or Unknown. Ona matches by product label code when available, then ingredient code, then supplement name. #### How do I edit or archive a supplement on the chart? In the left sidebar, click Patients, then click the patient's name. In the patient chart, open Supplements. Open a supplement's detail card to see its actions. Open the supplement's detail card. Select Edit. Change the supplement, status, dose, dates, instructions or note. Select Change if you need to replace the product, ingredient or custom entry. Select Save changes. To archive the supplement, open its detail card, choose the archive action and confirm. Saved edits update the supplement record. Archiving uses a confirmation dialog before the record is archived. #### How do I create a supplement template? In the left sidebar, click Library, then click Supplements. The template page uses a catalog layout with Your templates and starter library shelves. Select New template. Enter the template name. Add When to use if your team needs context when choosing the template. Select Add supplement. Search for a product, ingredient or custom supplement and select Add. Add the dose, unit, frequency, instructions and note for that item. Repeat for each supplement in the template. Select Create template. The template becomes available from Add supplement on patient charts and visit supplement sections. When to use is internal and is not copied to the patient's chart. A template must have a name and at least one supplement before you can save it. #### How do I edit, duplicate, retire or delete a supplement template? - In the left sidebar, click Library, then click Supplements. Use the catalog rows to edit a template or open a row's actions menu. - Select a catalog row to edit it, or open its actions menu. - Select Edit to change the template name, When to use, supplements, order, doses, instructions or notes. - Select Duplicate to create a copy named with (Copy). - Select Retire to hide an active template when applying templates, or Restore to make a retired template available again. - Select Delete to remove a template, then confirm with Delete. Retired templates stay on the templates page and are greyed so you can restore them. Deleted templates are removed from your templates. Supplements already charted from a deleted template stay on those patients' charts. #### How do I import a starter supplement template from the library? - In the left sidebar, click Library, then click Supplements. Starter templates appear in Library as catalog rows on shelves below your practice's templates. 1Supplements2Reference3Import Use Supplements (1) for the template's supplement list, Reference (2) for its cited source, and Import (3) to copy it into your templates. - In Library, use the shelves or search to find a template. - Open a library row to review its supplements, doses, instructions, notes and references. - Select Import. - Open the imported template. - Review the supplements and doses, and make any needed edits. - Select Save if you make changes. Imported starter templates become your practice's templates. If a library template is already imported, the row shows Open instead of importing it again. #### Supplement sources and statuses Use Source to show whether the supplement is patient-reported or practice-recommended. Source What it means Patient takes it The patient reported taking the supplement. This is the default when adding a single supplement. Recommended by us Your practice is recommending it. This is the default when applying a template. Use Status to choose how the supplement should appear in the patient's record. Status Active Intended On hold Completed Stopped Not taken Unknown Entered in error When applying a template, Active, Intended, On hold and Unknown are treated as current for duplicate checking. #### What can't I do here? In the patient chart and in supplement template management, supplement access is limited in these ways: - A template cannot be saved without a name and at least one supplement. - Retired templates do not appear when applying a template to a patient. - Applying a template does not add another copy of a supplement that is already current on the chart. - If supplements are not enabled for the organization, the supplement template page redirects to the dispensary supplements settings page. #### Common questions #### Can I add a supplement that is not in the NIH database? Yes. Search for the supplement name, then use the typed text as a custom entry. Custom entries do not include NIH product facts. #### Why did my template skip a supplement? The patient already has a matching current supplement on the chart. Ona skips current matches when applying a template so the chart does not get duplicate current recommendations. #### Does a template description copy to the patient chart? No. When to use is internal guidance shown when choosing or editing the template. It is not copied to the patient's supplement record. #### Can I change the product after a supplement is added? Yes. On the patient chart, open Supplements. Open the supplement, select Edit, then select Change to search for a different product, ingredient or custom entry. #### What happens to patient charts if I delete a template? Deleting a template removes it from your templates. Supplements already charted from it stay on those patients' charts. Related guides Recommending supplementsRecommend supplements through Fullscript from the patient chart, and keep every recommendation on the record.4 min readFinding your way around the patient chartLearn how the Patients page and patient chart fit together, including the chart sidebar, Summary, timeline, Details & Settings, guardians and the authorized person area. Understand why some chart sections depend on role or enabled features, and how owners, admins and staff can bulk archive or restore patients and visits from lists.11 min readCarrying records forward between visitsBring active chart diagnoses, medications and allergies into a visit from the visit Records page instead of re-entering them.5 min readManaging inventoryTrack catalog items, stock levels, movements, alerts and consumption protocols across practice locations. Receive, transfer, adjust and write off stock from Inventory.9 min readConnecting Junction and FullscriptConnect Fullscript for supplement and lab workflows, and manage Junction setup for lab ordering. Owners and admins can connect or disconnect Fullscript, provision Junction, check readiness, and choose whether Junction messages patients.9 min read ### Sending outgoing referrals - Help Center URL: https://ona.health/help/sending-outgoing-referrals Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Sending outgoing referrals Generate referral letters from a visit, attach chart documents, save drafts, and sign and send referrals by fax. Referrals & letters7 min readUpdated October 13, 2026 What you can do here - Generate a referral letter from a visit - Choose the fax recipient and add instructions for the draft - Attach chart documents to the referral packet - Review and edit the letter before it goes out - Save a draft, or sign and send the referral by fax You’ll need: a visit to work from. Owners, admins and doctors can use Sign and send. Outgoing referrals are created from a visit in Outgoing referrals. In the left sidebar, click Visits, then click the visit. In the visit, open Outgoing referrals. Ona drafts the letter from that visit, then you review the content, choose the fax recipient, and send the referral by fax. The outgoing referrals card uses the updated header and content layout, but the labels and actions stay the same. #### How do I generate a referral letter? In the left sidebar, click Visits, then click the visit. In the visit, open Outgoing referrals when you want Ona to draft a referral letter from the visit. On an archived patient's visit, Generate referral and New are disabled. 1Visits2Referrals Use Visits (1) to open the visits area, then Referrals (2) to open the visit's referrals section. - In Outgoing referrals, select Generate referral. If the visit already has outgoing referrals, select New. - Choose a Recipient from your fax contacts, if you know who should receive it. - Add Instructions for what the letter should include. - Add Attachments if supporting chart documents should go with the fax. - Choose Custom Template if you want to draft from one of your templates. - Select Generate referral. Ona shows Generating referral… while it drafts the letter, then opens Edit referral letter for review. #### How do I review and edit a referral before sending? In the left sidebar, click Visits, then click the visit. In the visit, open Outgoing referrals before you send it. The editor keeps the recipient, attachments and letter content in one panel. On an archived patient's visit, the recipient, attachments and letter body are read-only. - Open the referral draft from Outgoing referrals. - Confirm or change the Recipient. - Review Attachments and add or remove documents if needed. - Edit the letter body. - Select Save as draft if you want to keep changes without sending. Save as draft is available only when the draft has changes and the letter has content. After saving, the panel closes and the referral stays in Outgoing referrals as a draft. #### How do I attach chart documents to an outgoing referral? In the left sidebar, click Visits, then click the visit. In the visit, open Outgoing referrals when supporting documents should be faxed behind the letter. On an archived patient's visit, Attachments is read-only. - In the referral panel, open Attachments. - Use the search field or type chips to find documents in the patient's chart. - Select the documents to include. - Select Done. - Use the remove button next to a document if you picked the wrong one. The picker groups documents from This visit separately from Earlier chart documents when both are available. If nothing in the patient's chart can be attached yet, the picker says so. When the attachment limit is reached, the picker stops adding more documents. #### How do I sign and send an outgoing referral? In the left sidebar, click Visits, then click the visit. In the visit, open Outgoing referrals after you review the letter and choose a recipient. On an archived patient's visit, Sign and send is hidden or disabled through the read-only state. - Open the referral draft. - Confirm the Recipient. - Review the letter and attachments. - Select Sign and send. Ona saves the latest content, records your signature on the letter, and starts faxing it. The panel closes, and the referral may show Sending while the fax is in progress. Owners, admins and doctors can sign and send. Staff do not see Sign and send. #### How do I use the Share menu instead of signing? In the left sidebar, click Visits, then click the visit. In the visit, open Outgoing referrals when you need to export the referral packet or prepare it for fax without using Sign and send. On an archived chart, the Share menu no longer offers fax sending. - Open a referral in the editor. - Open the Share menu in the panel header. - Choose the export or fax option shown there. The Share menu uses the current letter content, selected attachments and recipient name to prepare the packet. If you choose a fax option, the fax dialog opens with the referral packet attached. #### How do I delete an outgoing referral? In the left sidebar, click Visits, then click the visit. In the visit, open Outgoing referrals when it should be removed from the visit's outgoing referral list. - Find the referral in Outgoing referrals. - Select Delete referral on that referral row. Ona removes the outgoing referral. If the referral was open in the side panel, the panel closes. #### Outgoing referral statuses In the left sidebar, click Visits, then click the visit. In the visit, open Outgoing referrals. The Outgoing referrals card shows the status of each referral on the visit. Status What it means Draft The referral letter has been generated and can still be edited. Sending The signed referral is being faxed. Sent The referral was sent. The letter is kept as it went out. Failed The send failed. If a failure reason is available, it appears on the referral row. A referral row also shows who it is addressed to, a short preview of the letter, the creation date, and an attachment count when attachments are included. A signed referral shows Signed next to its status. #### What can't I do here? In the left sidebar, click Visits, then click the visit. In the visit, open Outgoing referrals. Outgoing referrals are limited in these ways: - On an archived patient's visit, outgoing referrals are read-only, and Generate referral and New are disabled. - You cannot select Sign and send until the letter has content and a recipient is selected. - Sent and sending referrals are locked. You can view them, but you cannot edit the Recipient, Attachments or letter content. - Sent referrals show the signature record when a signature is available. - Staff do not get the Sign and send button. - You cannot add more documents once the attachment picker reaches its limit. - You cannot add attachments when the visit is not linked to a patient chart, or when the patient chart has no attachable documents. - On archived charts, the Share menu does not offer fax sending. #### Common questions #### Can I save a referral without sending it? Yes. After the letter is generated, edit it and select Save as draft. The referral remains in Draft status. #### Do I have to choose a recipient before generating the draft? No. You can generate the letter without a recipient, then choose the Recipient while editing. You need a recipient before you can use Sign and send. #### Can I change attachments after generating the letter? Yes, while the referral is still editable. Open the draft, change Attachments, then save or sign and send. #### Can I edit a referral after it is sent? No. Sent and sending referrals are locked and kept as they went out. #### Why don't I see Sign and send? Only owners, admins and doctors can sign outgoing referral letters. The button also stays disabled until the letter has content and a recipient is selected. Related guides Sending and receiving faxesSet up faxing, work incoming faxed documents, send outgoing faxes, link faxes to patients, and manage the fax archive from Faxes.8 min readFax contactsManage the shared fax directory your practice uses for labs, clinics, pharmacies, referrers and other fax recipients. Add contacts, name unidentified senders, organize contacts with tags, and keep contact details up to date from Faxes.6 min readManaging incoming referralsWork the incoming referral inbox, review parsed referral details, link referrals to patients, archive referrals, and monitor processing status from Referrals.8 min readBuilding note templatesBuild reusable note skeletons with placeholder syntax, or import from the 18-template library - SOAP, DAP, intake, and referral letters.4 min readPatient media and documentsUpload, preview, organize, rename, move, share, download, archive and restore files in a patient's Media section or a visit's Media section. Share files and folders with the patient portal when the patient should be able to see them, and delete files permanently after they are archived.10 min read ### Signing documents for fax - Help Center URL: https://ona.health/help/signing-documents-for-fax Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Signing documents for fax Sign an incoming fax and send it back or forward it from the Faxes inbox. Learn who can open the inbox, who can sign, and when the signed copy can be saved to a patient's chart. Referrals & letters5 min readUpdated October 13, 2026 What you can do here - Sign an incoming fax and send it back with Edit & Reply - Forward an incoming fax to another destination, with or without a signature when signatures are optional - Save the transmitted signed PDF to the linked patient's chart - Understand who can open the Faxes inbox and who can sign a fax You’ll need: the Owner, Admin or Staff role to open the Faxes inbox. Owners, admins and doctors can sign faxed documents when the signing controls are available. Use Faxes to review incoming documents, return signed forms, and track the signed copy under Sent. The signing panel shows the fax document beside the sending controls so you can review the document before you apply your signature. #### How do I sign and reply to an incoming fax? In the left sidebar, click Faxes. Open the fax you need to return, then use Edit & Reply from the fax actions. Use Edit & Reply (1) to start a reply, or Forward… (2) to send the fax on to another destination. 1Edit & Reply2Forward… - Open the incoming fax in Faxes. - Select Edit & Reply. - Review the fax in the document preview. - Confirm the To destination. Replies start with the number the fax came from. - Use your stored signature, or draw a signature if the panel asks for one. - Select Sign & reply. Ona queues the signed fax and shows it under Sent. If the fax is linked to a patient and the save-a-copy checkbox is selected, the PDF exactly as sent is filed under that patient's Documents. If the fax is not linked to a patient, the signing panel cannot save the signed copy to a chart. Link the fax to a patient before sending if you want the signed copy filed automatically. #### How do I sign and forward a fax? In the left sidebar, click Faxes. Open the fax you need to send onward, then use Forward… from the fax actions. In the dialog, use To (1) to choose the destination, check Signature (2), place it with Where to sign (3), and select Sign & forward (4) when you're ready. 1To2Signature3Where to sign4Sign & forward - Open the fax in Faxes. - Select Forward…. - Choose a destination in To. You can choose a fax contact, add a new contact, or enter a fax number when the picker offers that option. - Select Sign & forward. Ona queues the forwarded fax and tracks it under Sent. If signing is turned off for this fax, the button changes to Forward fax and the fax is sent without a signature. #### What happens when signatures are required for faxes? In Settings → Fax & Referrals, open the fax configuration from the left sidebar by clicking Settings (1) at the bottom, then Fax & Referrals (2) in the settings menu. When your organization requires signatures for outgoing faxes, the signing option stays on in the reply or forward panel. You cannot send the fax from that panel until the signature is ready. 1Settings2Fax & Referrals If the signature cannot be applied, the panel shows an error. Fix the signature issue and send again. #### What can't I do here? In Faxes, fax signing and inbox access are limited in these ways: - Owners, admins and staff can open the Faxes inbox; doctors do not see the full inbox. - Doctors can sign faxed documents when the signing controls are available to them. - Staff can open the Faxes inbox, but fax signing is available to owners, admins and doctors. - Only owners and admins can open Settings → Fax & Referrals. - A signed copy can be saved to a chart only when the fax is linked to a patient. - If the organization requires signatures, you cannot send the fax without signing. #### Common questions #### Can doctors sign faxes? Yes. Doctors are allowed to sign faxed documents when the signing action is available to them. A doctor who only has the Doctor role does not see the full Faxes inbox. #### Can staff sign faxes? No. Staff can open the Faxes inbox, but fax signing is available to owners, admins and doctors when the signing controls are available. #### Can I use my stored signature? Yes, if your profile has a stored signature. If no stored signature is available, draw your signature before sending. #### Where does the signed copy go? The signed fax appears under Sent. If the original fax is linked to a patient and the save-a-copy checkbox is selected, Ona files the transmitted signed PDF under that patient's Documents. #### What if the signed fax sends but does not save to the chart? In Sent, open the fax and choose Save to chart to try again. Related guides Sending and receiving faxesSet up faxing, work incoming faxed documents, send outgoing faxes, link faxes to patients, and manage the fax archive from Faxes.8 min readFax contactsManage the shared fax directory your practice uses for labs, clinics, pharmacies, referrers and other fax recipients. Add contacts, name unidentified senders, organize contacts with tags, and keep contact details up to date from Faxes.6 min readSending outgoing referralsGenerate referral letters from a visit, attach chart documents, save drafts, and sign and send referrals by fax.7 min readPatient media and documentsUpload, preview, organize, rename, move, share, download, archive and restore files in a patient's Media section or a visit's Media section. Share files and folders with the patient portal when the patient should be able to see them, and delete files permanently after they are archived.10 min readRoles, licenses, and permissionsUnderstand how team member roles, invitation status, and your organization’s subscription status affect what a person can do in Ona.9 min read ### Discharge and termination letters - Help Center URL: https://ona.health/help/discharge-letters Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Discharge and termination letters Set clinic-wide wording for discharge and termination letters, then compose, preview, sign, download or fax a final letter from a patient's chart. Referrals & letters9 min readUpdated October 4, 2026 What you can do here - Set the practice wording used in discharge and termination letters - Choose the reasons doctors can select when ending care - Compose a patient-specific letter with dates, reasons, provider details and optional medication list - Preview the PDF before signing or issuing it - Sign the letter electronically, or issue it for hand signature - Download or fax a final letter, and void one that needs to be replaced You’ll need: the owner, admin or doctor role to work with patient letters. Owners and admins can manage letter settings. Discharge and termination letters are formal notices that end care. Owners and admins manage the clinic-wide wording by clicking Settings in the left sidebar, then clicking Discharge Letters under Configuration. A patient letter opens from the patient's chart and uses those settings as its starting point. #### How do I set up discharge and termination letter defaults? In the left sidebar, click Settings (at the bottom). In the settings menu, under Configuration, click Discharge Letters to control the parts of the letter your clinic can edit. These settings apply to letters signed from now on; they do not change letters that are already signed. 1Settings2Discharge Letters 1Wording2Contents3Reasons offered - In the left sidebar, click Settings (at the bottom). In the settings menu, under Configuration, click Discharge Letters. - In Wording, enter Service name if the heading should name the type of care your practice provides. - Set Grace period. This controls how long emergency care and refills continue, and sets the default effective date on new letters. - Enter Records request phone if patients should call a specific number for records. - In Contents, turn Current prescriptions on if the letter should print active medications from the chart. - In Closing text, update Emergency support and Closing paragraph if your clinic needs custom language. - Select Save. The page shows Discharge letters updated. Letters signed from now on use the saved settings. #### How do I choose the reasons clinicians can select? In the left sidebar, click Settings (at the bottom). In the settings menu, under Configuration, click Discharge Letters to decide which reasons appear when someone writes a discharge or termination letter. If you select no reasons, the full list is offered. - Find Reasons offered. - Check each reason clinicians should be able to choose. - Select Offer all if you want to clear your selections and make the full list available again. When a clinician writes a letter, only reasons that match the letter type appear. Switching between Termination and Discharge removes any selected reasons that do not apply to the new type. #### How do I add continuity-of-care resources? In the left sidebar, click Settings (at the bottom). In the settings menu, under Configuration, click Discharge Letters to add organizations or websites that help patients find another provider. These resources print in the letter. 1Continuity of care2Add resource3Resource name4Optional link - In Continuity of care, select Add resource. - Enter the resource name. - Add a link if you want one printed with the resource. - Select Add resource again for additional entries. If there are no resources, the letter asks patients to find a new provider without listing specific organizations. #### How do I write a discharge or termination letter for a patient? In the left sidebar, click Patients, then click the patient's name. In the patient chart footer, select Export, then select Discharge letter…. A draft starts when the sheet opens. If the patient already has an open draft, the sheet reuses it instead of creating another one. 1Export2Discharge letter - Under Letter, choose Termination when the practice is ending the relationship, or Discharge when care has concluded. - Set Date of letter and Effective date. Care continues until the effective date. - Under Reasons for termination or Reasons for discharge, select at least one reason. Only selected reasons print. - Review Current prescriptions if that section is turned on. The list comes from the chart and is not edited in the letter. - In Printed details, review the patient's address and the provider's Provider, Credentials and NPI. Changes here apply to this letter only. - Add an Additional paragraph if this letter needs patient-specific wording. The draft saves when you preview, sign, or generate the letter. You cannot generate a letter until the dates are valid and at least one reason is selected. #### How do I preview and sign a letter? Use Preview before signing when you want to read the generated PDF at full page size. Signing stores the PDF on the patient's chart and freezes the letter. - In the left sidebar, click Patients, then click the patient's name. In the patient chart footer, select Export, then select Discharge letter…. - Set valid Date of letter and Effective date. - In the discharge letter sheet, select Preview. - Review the PDF that opens in a new tab. - Return to the letter sheet and make any needed edits. - Select Generate and sign. - In Sign the discharge letter, draw your signature, or leave it blank to sign with the signature saved on your profile. - Select the signing button. It reads Sign with drawn signature after you draw, or Sign letter if you leave the pad blank. The page shows Letter signed. The signed PDF is stored on the patient's chart, and the letter becomes read-only. #### How do I issue a letter for hand signature? Issue an unsigned letter when it needs to be printed and signed by hand. This is final in the same way as an electronically signed letter: the letter becomes read-only, and you must void it to replace it. - Complete the letter details and select at least one reason. - Choose the option to issue the letter for hand signature. After you issue it, the page shows Letter generated. Print it and sign by hand. The PDF is stored on the patient's chart. #### How do I download or fax a final letter? In the left sidebar, click Patients, then click the patient's name. In the patient chart footer, select Export, then select Discharge letter…. 1Download PDF2Discharge letter A letter can be shared only after it is signed or issued for hand signature. Drafts and voided letters cannot be downloaded or faxed from the share control. - Open the patient's chart, then open a signed or issued letter. - Use the share control on the final letter to download the stored PDF. - If faxing is enabled for your organization, use the share control to prepare the PDF for faxing. If the fax attachment cannot be sent, the page tells you before opening the fax dialog. #### How do I correct a signed or issued letter? Signed and issued letters are frozen. To correct one, void it and start a new letter. - Choose the option to void the letter. - Enter a reason if you want it recorded. - Confirm the void. - Start a new letter for the patient. The page shows Letter voided. The signed copy stays on the chart as a record, and the replacement letter starts as a new draft. #### What can't I do here? Discharge and termination letters have these limits: - Doctors can write patient letters, but only owners and admins can manage discharge letter settings by clicking Settings in the left sidebar, then clicking Discharge Letters under Configuration. - You cannot generate a letter until at least one reason is selected and Date of letter and Effective date are valid. - You cannot preview, sign, or issue a letter until Date of letter and Effective date are valid. - You cannot edit a signed, issued or voided letter. - You cannot share a draft letter. Finalize it first by signing it or issuing it for hand signature. - You cannot share a voided letter from the share control. - You cannot edit Current prescriptions in the letter. Update medications on the chart instead. - Settings changes apply to letters signed from now on. They do not rewrite letters already signed. #### Common questions #### What is the difference between Termination and Discharge? Choose Termination when the practice is ending the relationship. Choose Discharge when care has concluded, such as goals met or care transferred. The available reasons change based on the type. #### What does the grace period do? Grace period controls how long emergency care and refills continue. It also sets the default Effective date on new letters. Required notice varies by state. #### Can an office manager sign for a provider? The letter records the signer separately from the provider details printed on the letter. Owners, admins and doctors can sign discharge letters. #### What happens if the patient has no active medications? If Current prescriptions is turned on and there are no active medications, the letter prints that there are no active prescriptions on record. #### How do I update my NPI before sending letters? You can edit the NPI in Printed details for one letter. To update your saved provider details, see Your NPI and individual insurance details. Related guides Patient media and documentsUpload, preview, organize, rename, move, share, download, archive and restore files in a patient's Media section or a visit's Media section. Share files and folders with the patient portal when the patient should be able to see them, and delete files permanently after they are archived.10 min readSending and receiving faxesSet up faxing, work incoming faxed documents, send outgoing faxes, link faxes to patients, and manage the fax archive from Faxes.8 min readYour NPI and individual insurance detailsAdd or update the rendering provider NPI used for your insurance claims. Clinicians manage their own NPI, while owners and admins manage organization insurance setup from Insurance settings.5 min readRoles, licenses, and permissionsUnderstand how team member roles, invitation status, and your organization’s subscription status affect what a person can do in Ona.9 min read ### Using tasks - Help Center URL: https://ona.health/help/using-tasks Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Using tasks The shared to-do board for everything that is not a visit - follow-ups, chasing forms, onboarding steps - assigned and tracked. Working with your team5 min readUpdated October 15, 2026 What you can do here - Track your team's work on a shared board that becomes a tabbed list on smaller screens - Move tasks through Backlog, Todo, In Progress, Done, Cancelled - Tag and assign tasks, and filter by member or tag - Set reminders so nothing is forgotten You’ll need: nothing - a starter set of tasks ships with your workspace. Tasks are the shared to-do board for your practice. Anything that needs doing but isn't a visit - following up on a result, chasing a form, onboarding steps - lives here so it doesn't live in someone's head. #### The Tasks board In the left sidebar, click Tasks to open the board. It manages and tracks your team's work. 1Task title2Deadline3Reminder chip4Task options Use the Task title (1) to identify the card, the Deadline (2) to see when it is due, the Reminder chip (3) to see that a reminder is set, and Task options (4) to open the card menu. Tasks are a kanban board with five columns on larger screens, each showing a count: - Backlog - captured, not yet scheduled. - Todo - ready to start. - In Progress - being worked on. - Done - finished. - Cancelled - dropped. Below md, the board collapses into a tabbed list that shows one status at a time. The tabs still cover the same five statuses, and the list keeps the status count next to each tab. Drag a card between columns as work moves. You can also use the Move to submenu in the card menu to change status. The + on each column header opens a new task panel for that column; the task is created once you enter its title. Open a card to view and edit its details without leaving the board. The task detail panel includes the title, status, assignee, tags, description, creation details, and delete action. You don't have to be on this page to add one. ⌘K → New task captures a task from anywhere in Ona - assigned to you, dropped into Todo - so a thought you have mid-visit doesn't wait for you to navigate here. See Using the command menu. #### Cards On the same page, the board is already open. Each card shows the task title, linked patient when present, deadline, reminder indicator, linked-record and watcher indicators, and the assignee avatar. The seeded workspace uses tasks as an onboarding checklist - "Set your availability", "Invite your team", "Configure your services" - which doubles as a tour of the setup steps. 1Completion toggle2Task title3Deadline and reminders4Linked records and watchers5Task options menu Use the Completion toggle (1) to mark the task done or reopen it, the Task title (2) to identify it, Deadline and reminders (3) to read the due date and reminder indicators, Linked records and watchers (4) to see what is attached to the task, and Task options menu (5) to open Edit, Move to, Duplicate, or Delete. #### Filtering and reminders On the same page, above the board, you can filter and review reminders: 1Search tasks2All Members3All Tags4Manage tags5Reminders Use Search tasks (1) to find tasks by title, All Members (2) to filter to one person's tasks, All Tags (3) to filter by tag, Manage tags (4) to edit the tag set, and Reminders (5) to review your task reminders. - Search tasks… - find by title. On the full Tasks page, you can also press / to focus it. - All Members - filter to one person's tasks. - All Tags - filter by tag. - Task tags - manage the tag set. - The Reminders button - review your task reminders. On a shared board, tags and assignees are what keep it usable as it grows. A board where every card is untagged and unassigned becomes noise; filtering only helps if the cards carry the labels to filter on. The reminder popover uses presets for common times and a custom date and time picker when you choose Custom…. Validation appears after you touch the date field, and the message changes based on what needs fixing: Pick a date., Pick today or a later date., or Pick a time at least a minute in the future. The recipient chips use avatars, so you can tell at a glance who will be notified. #### Tasks elsewhere in Ona In the left sidebar, click Patients, then click the patient's name. In the patient sidebar, click Tasks for work tied to that specific person. The board here is the practice-wide view; the patient record view is scoped to one patient. A task picks up that link when you set Patient on it, whichever way you create it. 1Patients2Open command menu Use Patients (1) to open the patient list, and Open command menu (2) to jump to or create tasks from the command menu. The command menu works in both directions: it creates tasks, and it finds them. Typing part of a task's title into ⌘K jumps straight to the card without a trip to the board. Related guides Managing leads and converting them to patientsTrack prospective patients in Leads, assign follow-ups, log activity, export matching leads as CSV, and convert qualified leads into patient records.8 min readNotifications and remindersSet practice-wide email and SMS notification defaults, choose when visit intake is sent and when patients are reminded to finish it, schedule visit reminders, and edit notification message templates. Manage your own bell notifications from the same page.10 min readMentioning teammatesType @ to tag a colleague in a note, task, or lead - they get an in-app notification that takes them straight to what you wrote.3 min readUsing the command menu and snippetsOpen the command menu from any dashboard screen to search records, open pages and settings, create tasks, and insert saved snippets. You can also create, edit, share, and delete snippets from the same menu.10 min read ### Opening panels side by side - Help Center URL: https://ona.health/help/working-in-split-view Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Opening panels side by side Use split view on desktop to keep supported panels open beside your main workspace. Learn how to close and resize the panel while you work. Working with your team5 min readUpdated October 4, 2026 What you can do here - Keep a supported panel open on the right while you continue working in the main dashboard - Close the panel with Close panel or Escape - Resize the panel on desktop and use the same width next time - Understand why split view is not available on smaller screens You’ll need: access to the patient or page you want to work in. Split view is available in the dashboard on desktop-sized screens. It docks supported panels to the right edge of Ona so the main page stays visible beside them. #### How do I open a panel side by side? In the left sidebar, click Patients, then select the patient you want to work with. From the patient chart, open a supported panel, such as patient information. On a desktop-sized screen, Ona docks that panel on the right instead of covering the page. 1Patients2Patient row 1Patient Information2Side panel - In the left sidebar, click Patients. - Select the patient you want to work with. - Open a supported panel from the patient chart. - Continue working in the main chart while the panel stays open on the right. The main page narrows to make room for the panel. If you open another supported panel, it replaces the current one in the same right-side space. For more on the patient chart itself, see Finding your way around the patient chart. #### How do I close a split-view panel? Open a patient (in the left sidebar, click Patients, then select the patient you want to work with). From the patient chart, open a supported panel. Close the right-side panel when you want the main page to return to its full width. 1Close panel - Find the panel on the right side of the dashboard. - Select Close panel in the panel header. The panel closes and the main workspace returns to its full width. You can also press Escape when you are not typing in an editable field. If a menu or dialog inside the panel is open, Escape closes that first. #### How do I resize the split-view panel? Open a patient (in the left sidebar, click Patients, then select the patient you want to work with). From the patient chart, open a supported panel. Resize the panel when you need more room for the panel content or more room for the page behind it. The resize handle is on the left edge of the right-side panel. 1Resize handle2Side panel - Open a supported panel in split view. - Move your pointer to the panel’s left edge until the resize cursor appears. - Drag left to make the panel wider, or right to make it narrower. - Release the pointer when the panel is the width you want. Ona keeps the panel between 400 and 600 pixels wide. The width is saved in your browser and used the next time you open split view. If browser storage is unavailable, Ona uses the default width. You can also focus the resize handle and use ← or → to adjust the width. #### Why did split view close or change on a smaller screen? Open a patient (in the left sidebar, click Patients, then select the patient you want to work with) and open a supported panel from the patient chart. Split view is a desktop layout. When the dashboard becomes narrower than a desktop-sized screen, Ona closes the docked panel. Supported features can then use their smaller-screen layout instead. This can happen when you: - Resize your browser window. - Move Ona to a narrow split-screen window. - Use a tablet or phone-sized viewport. The panel closing during a screen-size change does not change the patient record. Reopen the panel after returning to a desktop-sized window. #### What can't I do here? Open a patient (in the left sidebar, click Patients, then select the patient you want to work with) and open a supported panel from the patient chart. Split view has a few layout limits: - Split view is not available on smaller screens. - You cannot make the panel narrower than 400 pixels or wider than 600 pixels. - Escape does not close the panel while you are typing in an editable field. - Only one split-view panel is active at a time. Opening a different panel replaces the current one. #### Common questions #### Can every team member use split view? Split view itself is available to owners, admins, staff and clinicians in the dashboard when they open a supported panel from a place they can access. What you can open still depends on your access to that page or patient record. #### Does split view change patient data? No. Opening, closing or resizing split view only changes your workspace layout. Any changes to patient data happen through the forms and actions inside the panel or chart. #### Why does the panel sometimes open at the same width as before? Ona saves your last split-view width in your browser. The next supported panel opens at that saved width. #### Can I keep two panels open at once? No. The dashboard has one right-side split-view area. Opening another supported panel replaces the panel that is already open. #### Can I use split view on mobile? No. Split view is not available on smaller screens. Supported panels use their smaller-screen layout instead. Related guides Finding your way around the patient chartLearn how the Patients page and patient chart fit together, including the chart sidebar, Summary, timeline, Details & Settings, guardians and the authorized person area. Understand why some chart sections depend on role or enabled features, and how owners, admins and staff can bulk archive or restore patients and visits from lists.11 min readAdding a patientCreate a patient from the Patients list, decide whether to send a portal invitation, and complete the patient record from Details & Settings.6 min readPatient statuses and tagsUse this reference to understand patient status badges, patient tags, visit tags, and the filters that use them.6 min readArchiving, restoring and exporting patient dataArchive a patient record when it should no longer be active, restore an archived patient when you have the right role, and export patient data from the patient chart.6 min readUsing the command menu and snippetsOpen the command menu from any dashboard screen to search records, open pages and settings, create tasks, and insert saved snippets. You can also create, edit, share, and delete snippets from the same menu.10 min read ### Mentioning teammates - Help Center URL: https://ona.health/help/mentioning-teammates Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Mentioning teammates Type @ to tag a colleague in a note, task, or lead - they get an in-app notification that takes them straight to what you wrote. Working with your team3 min readUpdated September 28, 2026 What you can do here - Tag a teammate by typing @ in notes, tasks, and leads - Pick from your organization's members as you type - Send them a notification that links back to the exact spot - Keep the question and its context in the same place You’ll need: nothing - mentions work for every active member of your organization. Work rarely belongs to one person. A note needs a second opinion, a task needs whoever actually owns it, a lead needs the person who spoke to them last. Mentions are how you pull someone in without leaving what you're working on: you tag them where the context already lives, and Ona tells them. #### How do I tag someone? - Open a place where mentions are available: in the left sidebar, click Patients, then click the patient's name and click Notebook; or click Tasks and open the task. - Type @ and a picker opens under your cursor. Keep typing to narrow it - it matches on name and email. The picker shows each matching member's avatar or initials, name, and email. The mention picker open in a task description, showing matching team members - ↑ and ↓ move through the list - Enter or Tab inserts the highlighted person - Esc dismisses the picker and leaves your @ as ordinary text - Or just click a name Ona shows Searching members… while it searches, and No members found. when no active member matches. Only active members are suggested. Someone you've invited who hasn't accepted yet won't appear until they do - see Inviting your team and roles. #### What a mention looks like The inserted mention is a highlighted chip carrying the person's name. A saved task description containing a highlighted mention chip The chip is part of the text, not an attachment to it. It saves with everything else, survives later edits, and is still there when someone reads the note next month. Backspace removes it in one press. #### Where you can mention people - Patient notes - the Notebook on any patient record - Task descriptions - both when you create a task and in the detail panel afterwards (Using tasks) - Lead notes - the Notes field on a lead - Lead activity - the notes, calls, and other entries you log on a lead's timeline (Managing leads) #### What the person you mentioned sees The notification arrives in the bell at the bottom of the sidebar, on the Notifications card on their dashboard, and as a brief pop-up if they're already working in Ona. It usually lands within a minute. The notifications panel showing a mention notification Opening it takes them to the exact place - the task, the lead, or that note in the patient's Notebook - and clears the notification from the list. #### When a notification is sent, and when it isn't Ona only announces new mentions: - Editing around a mention doesn't send it again. Notes and task descriptions save as you type; the person is told once, when you first tag them. - You're never notified for mentioning yourself. - Removing a mention and adding it back does notify again - treat that as a deliberate second nudge. - Deactivated members aren't notified, though their chip stays readable in older notes. A mention doesn't grant anyone access. It points someone at something their role already lets them see - see Roles, licences and permissions. #### Using mentions well A mention is a claim on someone's attention, and attention is finite. Tag the one person who needs to act rather than everyone who might be curious: a note naming four people tells none of them it's theirs. Write the ask next to the name, too. "@Dana - can you confirm this dosage before Thursday?" does work that a bare "@Dana" leaves to guesswork. And when something genuinely concerns the whole team, a mention is the wrong tool - that's what notification settings and shared channels are for (Notification settings). Related guides Using tasksThe shared to-do board for everything that is not a visit - follow-ups, chasing forms, onboarding steps - assigned and tracked.5 min readNotifications and remindersSet practice-wide email and SMS notification defaults, choose when visit intake is sent and when patients are reminded to finish it, schedule visit reminders, and edit notification message templates. Manage your own bell notifications from the same page.10 min read ### Glossary - Help Center URL: https://ona.health/help/glossary Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Glossary Definitions for common Ona terms, including product names, navigation labels, roles, settings areas, and integration names. Reference14 min readUpdated October 19, 2026 What you can find here - Look up common Ona product terms and navigation labels - See the product name to use when an internal or older name is different - Understand role names, dashboard areas, patient chart sections, Settings, and integrations This glossary defines terms used across the Ona dashboard, patient charts, visits, billing, communication, and Settings. Use the left sidebar to open dashboard areas; click Settings at the bottom of the left sidebar to open Settings areas. #### Product names and internal names Use these product names when you talk about Ona features. Some features also have internal or older names. In the left sidebar, click Visits to open the visit list. In the left sidebar, click Patients, then click the patient's name to open a patient chart. Use Visits (1), Patients (2), Omnichannel (3), and Settings (4) as the sidebar entries that open the areas named in this section. 1Visits2Patients3Omnichannel4Settings Product term What it means Internal or older name Visit A clinical encounter with a patient. Visits appear in the left sidebar as Visits and inside a patient chart as Visits. Consultation Care Time Time tracked for care management work. It appears in Billing when the feature is enabled and can also appear in a patient chart. Care management, CCM Omnichannel Phone, SMS, and email in one place. It appears in the left sidebar and in the patient chart communication section. Threads Dashboard The main workspace after signing in as a clinic member. Settings Personal and organization configuration. Owners and admins see organization Settings; other team members see personal settings such as Profile, Calendar Sync, and Security. #### Roles A team member can have one or more roles. When someone has multiple roles, their access combines. Use Owner (1), Admin (2), Staff (3), and Clinician (4) to match the role names in the screenshot. 1Owner2Admin3Staff4Clinician Role Owner Has administrative access to organization settings, team management, and billing configuration. Owners also have the full operational dashboard. Admin Has administrative access to organization settings, team management, and billing configuration. Admins also have the full operational dashboard. Staff Has the operational dashboard for front-desk and back-office work, without organization Settings access. Clinician Has a dashboard scoped to their own patients and visits. If a clinician also has Owner or Admin, they see the admin dashboard. If a clinician also has Staff, they see the staff dashboard. For more detail, see Roles, licenses, and permissions. #### Main dashboard areas These are the main items that can appear in the left sidebar. Use the left sidebar to open these areas. Some appear only for certain roles or when a feature is enabled. Use Dashboard areas (1) to open the main sidebar groups, then Visits (2), Omnichannel (3), and Settings (4) as examples of the areas you can open there. 1Dashboard areas2Visits3Omnichannel4Settings Term The starting page for your workspace. Leads Lead management. It appears for owners, admins, and staff. Patients The patient list and entry point to patient charts. Visits The visit list. This is the product name for consultations. Calendars Team calendars for owners, admins, and staff. Calendar A doctor's personal calendar. Services Services and packages. Inventory Stock tracking and inventory work. It appears for owners, admins, and staff when enabled. Tasks The dashboard task area. Library The sidebar group for reusable clinical and intake content. Phone, SMS, and email in one place. Faxes Fax work. It appears for owners, admins, and staff when enabled. Referrals Referral work. It appears for owners, admins, and staff when fax is enabled. Claims Insurance claim work. It appears for owners, admins, and staff when enabled. Invoices Patient billing and invoices. Care management time tracking. It appears when CCM is enabled. Reports Practice reporting. Timesheets Team time tracking. It appears for owners and admins when enabled. Configuration for your account and, for owners and admins, your organization. #### Library terms In the left sidebar, click Library to open reusable content. Some items appear only when the related feature is enabled. Use Library (1) to open reusable content, then Consents (2), Forms (3), and Interviews (4) to match the screenshot labels. 1Library2Consents3Forms4Interviews Consents Consent content in the Library and patient Intake area. Forms Forms in the Library and patient Intake area. Templates Reusable templates in the Library. Interviews Interview content in the Library and patient Intake area. Care Plans Patient-facing goals, recommendations, and protocols. Supplements Supplement templates. Procedures Injections and minor procedures, with templates. #### Patient chart terms In the left sidebar, click Patients, then click the patient's name. A patient chart has its own sidebar with clinical, communication, intake, dispensary, billing, settings, and activity areas. Use Patient sections (1) to move through the chart, then Patient Information (2), Details & Settings (3), and the Export and MRN footer (4) to find the details and actions shown in the sidebar. 1Patient sections2Patient Information3Details & Settings4Export and MRN footer Summary The patient chart landing section. Visits for that patient. Cases Episodes of care with goals. Patient-facing goals, recommendations, and protocols in the patient chart. Notebook The patient notebook. Tasks connected to the patient chart. Patient details A panel with patient demographic and contact details. Details & Settings Patient-specific settings and details. Log The admin-only footer button that opens record activity. MRN Medical record number. The patient chart can show an MRN in the sidebar footer. Profile setup link A setup link banner that can appear when a patient profile is incomplete. Patient balance A balance indicator shown in the patient chart sidebar. For a tour of the chart, see Finding your way around the patient chart. #### Communication terms Communication terms appear in the left sidebar, patient chart, and Settings. In the left sidebar, click Omnichannel to open the inbox. In the left sidebar, click Patients, then click the patient's name, then use the patient chart sidebar to open patient communication. In the left sidebar, click Settings at the bottom to open Settings communication areas. Use Omnichannel (1), Faxes (2), Referrals (3), and Fax & Referrals (4) to match the communication areas in the screenshot. 1Omnichannel2Faxes3Referrals4Fax & Referrals Phone, SMS, and email in one place. This is the product name for threads. The mobile tab that opens Omnichannel. Fax work for the practice or a patient. Referral work. Fax & Referrals The Settings area for provisioning a fax number and setting up email forwarding. AI Receptionist Settings for auto-replies and the intake bot. Notifications Email and in-app alert preferences. For the inbox, see The omnichannel inbox. #### Dispensary and prescribing terms In the left sidebar, click Settings at the bottom, then use the Dispensary section. Dispensary and prescribing features appear when enabled for your organization or connected through an integration. Use Dispensary (1) as the settings group, then Labs (2), Supplements (3), and DoseSpot (4) for the items shown there. 1Dispensary2Labs3Supplements4DoseSpot Dispensary The Settings group for labs and supplements features. It includes Labs, Supplements, and, when available, integration setup. Labs Settings for lab reports and lab orders on patient and visit pages. Lab Reports Lab results in the patient chart. Lab Orders A patient chart timeline for native lab requisitions, Fullscript orders, and Junction orders. Charted supplements, plus Fullscript plans and orders when connected. Junction An integration for lab ordering, notification routing, and link-out. Fullscript An integration for syncing supplement protocols and orders. DoseSpot The e-prescribing integration for clinic prescribing and patient sync. E-Prescribing The Settings group for DoseSpot. #### Billing and insurance terms Billing and insurance areas appear based on your role and enabled features. Open billing areas from the left sidebar; open billing and insurance settings by clicking Settings at the bottom of the left sidebar. Use Invoices (1), Claims (2), Care Time (3), and Settings (4) to match the billing and insurance areas in the screenshot. 1Invoices2Claims3Care Time4Settings Insurance claims. Claims appear for owners, admins, and staff when insurance claim workflows are enabled. Insurance Settings for payer and claim defaults. For non-admin team members, it can also mean individual NPI and insurance details. Clearinghouse Settings for choosing and managing your clearinghouse. Billing Rules Claim scrubbing rules and per-payer overrides. Fee Schedule The billed amount for each CPT code. Stripe The payment connection used to accept patient payments. Memberships Recurring patient billing. Promo Codes Discount codes for patients. Cancellation Fees Cancellations, reschedules and no-shows. Auto-charge Charge the patients automatically. Time tracked for care management work. Also referred to as care management or CCM. For Care Time, see Care Time and chronic care management. #### Settings terms In the left sidebar, click Settings at the bottom. Settings include personal settings for all team members and organization settings for owners and admins. Use Settings (1) to open the page, Settings menu (2) to move through the settings sections, and Locations (3) as one of the items in that menu. 1Settings2Settings menu3Locations Profile Your name, photo, and professional details. Owners and admins see this as My Profile. Organization Logo, contact, and branding details. Team Members Invite, manage roles, and remove staff. Locations Sites, rooms, and their hours. Subscription Plan, billing, and payment history. Website Widgets Settings for the chat widget and enquiry forms you embed on your own website. Online Booking Your booking page and website widget. Choose which notifications reach your bell. Calendar Sync A personal setting to connect Google Calendar for two-way sync. Security Two-step verification for your account. Activity Log The org-wide access log for who opened or changed patient records. Settings to change the statuses leads move through. Charting Sections Settings for choosing which charting sections your organization uses. Settings to group visits into episodes of care with goals. Settings for patient-facing goals, recommendations, and protocols. Discharge Letters Discharge letter settings. Stock tracking, catalog, and consumption settings. Food Journal Settings to enable patient meal logging. Settings for clock in/out and payable time per member. Recurring plans billed to patients. #### Common abbreviations These abbreviations appear in clinical, billing, and patient chart areas. Open billing areas from the left sidebar. In the left sidebar, click Patients, then click the patient's name. Use MRN (1), Patient details (2), and Details & Settings (3) to match the footer labels in the screenshot. 1MRN2Patient details3Details & Settings Abbreviation Meaning CCM Chronic care management. In Ona, related time tracking appears as Care Time. DOB Date of birth. Medical record number. NPI National Provider Identifier. SMS Text messaging. CPT Current Procedural Terminology code, used with the Fee Schedule and claims. Related guides Finding your way around the patient chartLearn how the Patients page and patient chart fit together, including the chart sidebar, Summary, timeline, Details & Settings, guardians and the authorized person area. Understand why some chart sections depend on role or enabled features, and how owners, admins and staff can bulk archive or restore patients and visits from lists.11 min readFinding your way around a visit"Understand the visit page in Ona: where clinical charting, intake, billing, insurance and visit-specific tools appear, including the mobile top bar, chip strip, drawer and Records flow. Archived patients’ visits are read-only, and the header shows coverage and balance at a glance."11 min readCare Time and chronic care managementTurn on Care Time, log care-management work for a patient, enroll them in chronic care management, and close a month into draft CCM claims. This article also explains thresholds, role-based CCM codes, and the reasons a close is blocked or skipped.15 min readThe omnichannel inboxUnderstand how Ona brings patient, lead, external contact, and team conversations into one inbox across secure messages, SMS, email, groups, and internal notes.10 min readRoles, licenses, and permissionsUnderstand how team member roles, invitation status, and your organization’s subscription status affect what a person can do in Ona.9 min read ### Seeing what's new in Ona - Help Center URL: https://ona.health/help/whats-new-in-ona Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Seeing what's new in Ona Use Dashboard to review new release announcements, change the dashboard time range, and customize your desktop widget layout. Reference7 min readUpdated October 19, 2026 What you can do here - Open new-release announcements from the sidebar - Dismiss a release announcement after you have seen it - Use Dashboard to see the work that matters to your role - Change the dashboard time range for reporting widgets - Customize your desktop dashboard by adding, removing, moving and resizing widgets Dashboard is your home base in Ona. On desktop, it shows a customizable grid of widgets. On phones and smaller screens, it shows a mobile schedule view instead of the widget grid. New-release announcements appear in the left sidebar when there is an unseen Ona update for you. #### How do I see what's new in Ona? In the left sidebar, look near the bottom for the New release announcement when Ona has a new release for you. - In the left sidebar, near the bottom, select the New announcement. - Hover over or focus the announcement if the sidebar is expanded. - Select the announcement. The release note opens in a new browser tab. Ona marks the announcement as seen for you. If your sidebar is collapsed, the announcement appears as a compact New chip. Select the chip to open the release note. #### How do I dismiss a release announcement? In the left sidebar, find the New release announcement near the bottom when you do not need to read it now. - Hover over or focus the announcement if needed. - Select Dismiss. The announcement is hidden and marked as seen for you. In the collapsed sidebar, open the announcement instead; the compact chip does not show Dismiss. #### How do I use Dashboard? In the left sidebar, click Dashboard to open Dashboard. Dashboard greets you by name and shows either your desktop widget grid or the mobile schedule view, depending on screen size. Use the dashboard overview to orient yourself on desktop: Dashboard time range (1) changes the reporting window, Customize (2) opens edit mode, and My Schedule (3) is one of the widgets on the page. 1Dashboard 1Dashboard time range2Customize3My Schedule On desktop, dashboard widgets are shaped by your role and by the features enabled for your organization. Owners and admins see the administrative dashboard surface. Staff see the operational dashboard without Settings access. Doctors see a dashboard scoped to their own patients and visits. On narrower desktop grids, widget resize controls stay hidden until you widen the window. On mobile, Dashboard focuses on your schedule. It includes upcoming visits from today forward and recently finished visits behind Past. #### How do I change the dashboard time range? In the left sidebar, click Dashboard when you want reporting widgets to summarize a different window. Schedule, inbox and task-style widgets do not use this range. The time range control offers 1D (1), 7D (2), 30D (3), 90D (4), and 12M (5). 11D27D330D490D512M - In the left sidebar, click Dashboard. - In the dashboard header, choose 1D, 7D, 30D, 90D or 12M. Widgets that aggregate over time update to the selected range. The selected range stays selected when you refresh the page. #### How do I customize my desktop dashboard? In the left sidebar, click Dashboard when you want your widget grid to match how you work. Changes stay in a draft until you select Done. In customize mode, Customize (1) opens or closes editing, Remove widget (2) takes a widget off the dashboard, and Resize widget (3) appears on widgets you can resize. 1Customize2Remove widget3Resize widget - Select Customize. - Drag widgets to reorder them. - Select Remove widget to take a widget off the dashboard. To resize widgets, widen the window first, then use the lower-right resize handle. - Select Done. Your dashboard layout saves for your member account. Select Cancel instead to leave edit mode without saving. #### How do I add a dashboard widget? In the left sidebar, click Dashboard when you want to add widgets on desktop. The catalog only shows widgets available for your role and your organization's enabled features. - Select Add widget. - Use Search widgets or the category filters to find the widget. - Drag the widget card onto the dashboard. The widget is added to your draft layout. It is saved after you select Done. A widget can appear more than once. #### How do I reset my dashboard layout? In the left sidebar, click Dashboard when you want to return to the default layout for your role. Use Reset (1) to restore the default layout in edit mode, then Done (2) to save it. 1Reset2Done - Select Reset. If you save the default layout, Ona treats it as your standard dashboard instead of a custom layout. #### What can't I do here? Dashboard home has a few limits: - The customizable widget grid is for desktop screens. On smaller screens, Ona shows the mobile schedule view instead. On narrower desktop grids, resize controls stay hidden until you widen the window. - You cannot add more widgets after the dashboard reaches its widget limit. - You can only add widgets available to your role and enabled organization features. - Staff and doctors do not get administrative Settings access from Dashboard. - The compact New release chip in a collapsed sidebar can be opened, but it does not show Dismiss. #### Common questions #### Why is my dashboard different from another team member's? Your dashboard is shaped by your roles and enabled organization features. Owners and admins get the administrative surface, staff get the operational surface without Settings access, and doctors get a dashboard scoped to their own patients and visits. #### Does changing the time range affect every widget? No. The time range affects widgets that summarize activity over time. Widgets shaped around current work, such as schedule, inbox or tasks, ignore it. #### Can I have the same widget more than once? Yes. The widget catalog shows when a widget is already on the dashboard, but it does not block you from adding another copy. #### What happens if I open a release announcement? The release note opens in a new browser tab and the announcement is marked as seen for you. #### Can I customize Dashboard on my phone? No. The customizable widget grid is for desktop screens. On smaller screens, Dashboard shows the mobile schedule view. Related guides Your dashboardUse Dashboard to see your day, change the reporting range for dashboard widgets, and customize the widgets shown on your desktop home page.7 min readUsing the command menu and snippetsOpen the command menu from any dashboard screen to search records, open pages and settings, create tasks, and insert saved snippets. You can also create, edit, share, and delete snippets from the same menu.10 min read ### Troubleshooting - Help Center URL: https://ona.health/help/troubleshooting Getting startedTeam & accessScheduling & online bookingPatientsForms & consentsCommunicationFaxes & referral inboxBilling & paymentsInsurance & claimsPractice operationsClinic configurationYour accountYour dayVisitsPatient chartCharting & notesAI toolsInterviewsCare programsOrders & prescriptionsReferrals & lettersWorking with your teamReferenceTroubleshooting #### Troubleshooting A symptom-first index of the most common why-is-this-not-working moments, each traced to the upstream setting that fixes it. Troubleshooting8 min readUpdated October 5, 2026 What you can do here - Find the cause behind the most common "why isn't this working?" moments - Fix problems at their real source, which is usually a setting upstream Most issues in Ona trace back to a setting elsewhere, not the screen in front of you. This guide is organized by symptom. #### A clinician can't create a visit The Add New Visit button is disabled. Hover over it to see why. 1Settings2Subscription 1Add New Visit Licences are assigned automatically, so a disabled button almost always means your organization's subscription isn't active. The reason names the problem, such as a trial that has ended or a failed payment. An Owner or Admin fixes it in the left sidebar by clicking Settings (at the bottom), then under General, clicking Subscription. See Roles, licences, and permissions. #### A clinician sees an empty patient list Everything looks set up, but their patient list is blank. 1Settings2Organization Your organization is likely set to Assigned Patients Only. An Owner or Admin can check it in the left sidebar by clicking Settings (at the bottom), then under General, clicking Organization and checking Patient Visibility. That's working as intended - the clinician sees only patients assigned to them. Either assign them patients, or switch the org to All Clinicians See All Patients. #### A service, appointment type, or slot won't appear when booking A slot shows only when both of these allow it: 1Calendars - Clinician availability - in the left sidebar, click Calendars. Clinicians may see Calendar instead. Open the clinician's availability from there. - The service's booking rules - in the left sidebar, click Services, click the service, then open Booking: buffer, notice, window and any custom weekly schedule. Organization opening hours don't affect booking. If a whole service is missing from the booking page, check that Show on booking page is on for it. Check the service's Booking section first, because a narrow custom schedule is the usual culprit, not the calendar. See Setting up services and Setting up your calendar and availability. #### The public booking page shows nothing Two possibilities. Either booking pages are switched off - in the left sidebar, click Settings (at the bottom), then under Scheduling, click Booking Page and check Enable the booking page - or there are no bookable slots because of the scheduling rules above. The Booking Page settings only decide whether booking is on at all; what's bookable comes from services and availability. 1Settings2Website & Widget #### A charting section (e.g. Procedures) is missing from a visit It's turned off. Procedures is off by default. In the left sidebar, click Settings (at the bottom). Under Configuration, click Charting and enable the section. Existing data isn't deleted when a section is hidden - turning it back on restores it. See Choosing which charting sections appear. 1Settings2Charting #### Can't create a superbill In the left sidebar, click Visits, then click the visit and open its billing area. The Create superbill button is disabled when the visit must be Completed first. And with the Note required per visit billing rule on (the default), completing the visit needs a signed note. The order is: sign the note → complete the visit → create the superbill. See From signed note to superbill and claim. 1Billing #### A claim was rejected In the left sidebar, click Claims, click the claim, open the claim's History tab, and click View response for the payer's exact reason. Common causes: 1Claims2Open a claim - No diagnosis - the superbill/claim has no linked diagnosis code. Chart a diagnosis on the visit. - Rendering NPI not found - the Insurance settings page flags "Not found in the NPPES registry." Correct the NPI. - Format/eligibility issues - add or adjust a billing rule to catch it before submission. Remember: Rejected means fix and resubmit (it never adjudicated); Denied means appeal or bill the patient (it did). See The claims queue. #### Can't collect a payment Stripe isn't fully connected. In the left sidebar, click Settings (at the bottom). Under Billing, click Stripe. Both Charges and Payouts must be enabled - a partial state is normal during Stripe's verification, but you can't take payment until both are on. See Connecting Stripe. 1Settings #### Can't submit a claim / no clearinghouse Claim submission needs the full chain configured. Owners and admins start in the left sidebar by clicking Settings (at the bottom), then use Insurance, Clearinghouse, and Billing Rules under Insurance: Insurance (NPIs, Tax ID) → Clearinghouse (Stedi or Claim.MD) → Enrollments (per payer) → Billing Rules. Enrollments are gated on insurance setup and take weeks with payers, so start them early. See Setting up your clearinghouse. #### A clinician can't prescribe Prescribing has its own requirements beyond role and licence. In the left sidebar, click Settings (at the bottom). Under E-Prescribing, click DoseSpot. The clinician must be provisioned in DoseSpot (Step 2 - Provision prescribers and proxies), and controlled substances additionally need a DEA number on file (Step 3). Check the DoseSpot access badge on their row too: a clinician linked as a Proxy can prepare a prescription but never send one. See Setting up DoseSpot. 1Settings2Connect DoseSpot #### A signed note has a mistake In the left sidebar, click Visits, then click the visit. Signed notes are locked - there's no edit or amend. Add a new note on the same visit with the correction and sign it, so both are in the record. For a wrong-patient error, contact your administrator. See Correcting a signed note. 1Notes2Add a note #### An eligibility check says Ineligible or Unknown In the left sidebar, click Patients, click the patient's name, then use Patient Information or Details & Settings to check the details on file against the patient's insurance card. Usually the member ID or date of birth doesn't match the payer's records, or coverage lapsed. A transposed digit in the member ID is the most common cause. Re-run the check; results also expire (see the Valid until date). See Reading eligibility results. 1Details & Settings2Patient Information #### SMS messages aren't reaching patients Your toll-free number may not be verified. US carriers filter unverified toll-free traffic. In the left sidebar, click Settings (at the bottom). Under Communication, click Omnichannel and check that Toll-Free Verification shows Verified. See Omnichannel messaging. 1Settings2Omnichannel #### "Page not found" A bad or moved URL under /dashboard shows a "Page not found" screen with a link back to the dashboard. Navigate via the sidebar rather than a saved URL - some settings pages use different URL slugs than their menu labels suggest. 1Page not found2Go to dashboard #### When in doubt The pattern across almost all of these: the symptom is on one screen, the cause is a setting on another. Owners and admins can start in the left sidebar by clicking Settings (at the bottom). Before assuming something is broken, trace back to the setting that feeds it - role and subscription for access, availability and services for scheduling, insurance and clearinghouse for claims, DoseSpot for prescribing. Related guides Roles, licenses, and permissionsUnderstand how team member roles, invitation status, and your organization’s subscription status affect what a person can do in Ona.9 min readHow claims move through OnaUnderstand the claim lifecycle in Ona, from draft claim data through submission, payer responses, payments, secondary claims and patient billing.8 min read ## Release notes ### Ona drafts your templates, and you choose what patients fill in | Ona Release Notes URL: https://ona.health/release-notes/template-drafts-and-patient-intake Release notesLatestOctober 22, 2026·v2026.10.22·New · Fixed #### Ona drafts your templates, and you choose what patients fill in Describe a form, consent or note template, or drop in a PDF, and Ona drafts it for you to refine. Choose what patients must give before they finish setup, photo ID included. Plus: attachments sent with your claims, a rebuilt template library and intake reminders of their own. 5 min read 5 min read· New #### Templates #### Describe it, or drop in the PDF Start a new form, consent or note template on the Forms, Consents or Templates page, and describe what you need in the bar at the bottom of the builder. Or drop in the PDF you use today, and Ona turns it into a template. Once there's something on the page, tell Ona what to change, and the change lands in place. Restore previous version takes it back. Nothing is saved until you save the template. Say what to change, and Ona changes it in place. #### Also in templates - One library, on shelves. The library pages for consents, forms, note templates, interviews, care plans, procedures and supplements now list your own first, such as Your consents, with the Library below it, sorted into shelves you can search. A template you import from now on shows Added instead of Import. #### Patient intake #### Ask for what you actually need Under Settings → Patients → Patient Intake, tick what patients must give before they can finish setting up their account or book online, from Phone number to Address, Emergency contact or Pharmacy. Name and email are always required. Date of birth and Phone number are ticked to start with, so untick them if you'd rather not ask. Require insurance and Require a payment method are on the same page too, and still on the Insurance and Stripe pages. Everything patients must give, on one page. #### Photo ID before the first visit Tick Photo ID on the same page, and patients upload the front and back of their driver's license or state ID as they set up, whether in the patient portal, while booking online or from a one-time profile link. Your team sees both sides under Photo ID in the patient's info panel, and can add or replace one in the patient's settings, such as a scan made at the desk. Their ID, right beside the rest of their details. #### Also in patient intake - Set up before they book. New patients who sign up on your booking page now give their details, plus insurance or a card if you require them, in a Details step before they confirm. Before, they could book first and set up later. Visits your team or the AI receptionist books aren't affected. #### Insurance #### Records that travel with the claim Open a draft or rejected claim on Claims and add documents in the new Attachments card: drop in a PDF or image, or choose Attach a visit note to add one of the patient's signed notes. Label each with what it is, such as Progress report or Referral form, and it goes to the payer with every electronic submission, resubmissions included. This works when your clearinghouse is Ona, not Claim.MD. When a payer doesn't take electronic attachments, the card tells you, so you can fax or mail them instead. The records the payer needs, sent with the claim. #### And more #### Notifications - Intake reminders, on their own. Reminders to finish forms, consents and interviews have moved out of visit reminders into their own Intake card under Settings → Notifications, and they go out even with visit reminders off. A service can set its own in its Intake row. #### Fixed - Calls ringing in the browser. Incoming calls now ring in your dashboard however long the tab has been open. Before, a tab left open for more than about five minutes could stop ringing. - Cancellation and no-show fees. A fee is now charged only when your team confirms it. Before, one could be charged without asking if the fee preview failed to load, when a visit that had already happened was set to cancelled, or when a visit was marked a no-show before it started. - Auto-charge. An invoice is now charged automatically at most once, so Don't charge stays put, and a patient with a second insurer isn't charged until that insurer pays. Before, a later payment from the payer could undo Don't charge or charge the card again. ### Recurring visits, and a body map for the chart | Ona Release Notes URL: https://ona.health/release-notes/recurring-visits-and-body-map Release notesOctober 20, 2026·v2026.10.20·New · Improved · Fixed #### Recurring visits, and a body map for the chart Book a run of visits in one go and change or end them together, and pin pain, wounds and other findings to a body map. Plus: a second Stripe account for a second business, payer payments to reconcile, billing through cases, clearer required questions for patients, and invoice search. 7 min read 7 min read· New #### Recurring visits #### Book the whole course in one go When you create a visit, set Repeat to Daily, Weekly or Monthly, pick the days, and choose when it Ends: after a number of visits or on a date. Every date is listed with whether it fits availability, so you can Skip a holiday before you book. A series holds up to 52 visits within a year. The patient gets one message listing them all instead of one per visit, and intake goes out with the first visit unless you turn on Every visit for something they fill in each time. Every date checked before you book, and the holiday skipped. #### Change the rest without touching the past Every visit in a series shows where it falls, such as Visit 3 of 10, with the whole series a click away. Choose Edit this and following visits to change the time, clinician, location or schedule from that visit on, while visits already behind you stay as they are. Cancelling one asks whether you mean This visit or This and following visits. End series cancels what's left without a fee, and the patient gets one message about it. The patient's Visits page lists their Recurring visits with the next one coming up. Where this visit falls, and every other one in the series. #### Also in visits - Saving a visit is quicker. A new visit saves straight away. The insurance check, draft claim, intake and notices follow a few seconds later, instead of holding the dialog open while a payer takes its time. - Closed hours, shaded. The calendar now shades the hours a location or room is closed. When you book, the schedule preview greys out time outside the practice's, location's, room's, clinician's and service's hours, not just the clinician's. #### Body map #### Point to where it hurts Turn on Body map under Settings → Charting → Charting Sections, and a front and back figure joins the patient's chart and every visit. Click the body to place a pin: Pain, Numbness & tingling, Skin lesion, Wound, Injury, Scar & marks, Treatment or Note, each with the details that kind needs, such as intensity, size or wound bed. Each pin is named after the spot, down to the left knee. A visit shows what was charted in it. Earlier visits brings back past pins, and Chart again carries one into today's visit. Choose which kinds your clinicians can pin under Findings on the same settings page. Today's findings, with last visit's still in view. #### Billing #### A second Stripe account for a second business If part of your practice is its own business, such as a lab or a second clinic, it can now take payments into its own Stripe account. Under Settings → Billing → Stripe, choose Add billing profile, give it the Name patients see and an Invoice prefix, then create or connect its account. Services, packages and membership plans each name the profile they're paid through, and visits and invoices follow them. Your existing account keeps its invoice numbers and stays the Default billing profile. Auto-charge after insurance pays is paused while more than one is connected. #### Also in billing - Find any invoice. Search Invoices by patient name or invoice number from the box at the top of the filters. - Invoices grouped by what's next. Invoices now sit under what needs doing, such as Ready to send, Overdue, Awaiting insurance and Refund due, and each says how long it has waited. Claims show how long they've been unbilled or with the payer, and why one was rejected or denied. #### Insurance #### Payer payments, matched to your bank Every check or EFT a payer sends now has its own row. On Claims, open the ERAs card and switch to Payments to see each payment's claims, its ERAs, and why the deposit differs from the claims. When the money reaches your bank, choose Mark reconciled and add the deposit date, or select several payments that arrived as one deposit. Payments still open a week after the payer paid are marked Overdue, and Export downloads the list. #### Bill a case through the case A case can now carry its own billing. In the case's Billing section, choose how to Bill visits as, the insurance, the authorizations and the referring provider, and for injuries whether it's work-related or an auto accident. Claims for the case's visits are filled from it. The case shows what's been Charged, what Insurance paid, what's Awaiting payer and what the Patient owes. Workers' comp and auto cases warn you when the claim number or injury date is missing. Cases are turned on under Settings → Care → Cases. Improved #### Consents and forms #### Patients know exactly what's left When a patient reaches the end of a form or consent with required questions still open, it now says how many and names them, and Go to it takes them straight there. Each one gets a red outline and a hint, such as "Write an answer to continue." While they scroll, Next unanswered jumps to the next gap. Before, the button simply stayed grey. #### Also in consents and forms - Whose form it is. Forms and consents now show the patient's name and date of birth at the top, with their phone and email partly hidden. Exported PDFs of forms, consents and notes print the patient's details in full. - Blank copies of any template. Choose Print blank copy or Download blank copy from a template's menu in the library to get a paper version with lines for the patient's name and date of birth. #### And more #### Practice branding - Your icon in the browser tab. Upload a square icon under Settings → Practice → Organization → Logo and icon, and it replaces Ona's in the browser tab on your booking page, form links, sign-in pages and patient portal. #### Faxes - Sign before you send. In Send a fax, open an attached PDF in the same editor as Edit & Reply to fill it in and drag your signature onto the line, then Sign & send. #### Fixed - Long recordings. In-person recordings over about 100 MB now save, with a progress bar while they upload. Before, a long visit's recording failed to save. Upload a recording now takes files up to 800 MB. - Patient names in reminders. Reminders, confirmation requests and cancellation and reschedule notices now greet patients by the name on their profile. Before, a patient booked without a name was greeted "Hi undefined,". - Package visits on cancel. Cancelling a visit now gives it back to the patient's package. Before, it stayed used up. A no-show still uses it. - Service facility on claims. A claim for a visit with no location now uses the service's location as the service facility (Box 32), and visits booked online or by the AI receptionist keep the service's location. Before, it was blank. - Summaries that never came. A form or interview without an AI summary now says "No summary available for this form." instead of showing "Generating insights…" forever. ### New optional charting sections, and Ona Assistant beside your work | Ona Release Notes URL: https://ona.health/release-notes/patient-history-and-ona-assistant Release notesOctober 17, 2026·v2026.10.17·New · Improved · Fixed #### New optional charting sections, and Ona Assistant beside your work New optional charting sections for hospital stays, surgeries, family and social history, OB/GYN history and vaccines, with Ona suggesting what it hears. Ask Ona Assistant to dig up any record, and keep it docked beside your work. Plus: mark as unread, recordings that survive a crash, and no dead end after a form. 6 min read 6 min read· New #### Charting #### The whole backstory, in new optional charting sections There are seven of them, all off until you switch them on under Settings → Charting → Charting Sections: Hospitalizations, Surgical history, Family history, Social history, OB/GYN history, Vaccines and Reason for visit. Turn on the ones your practice actually asks about. History belongs to the patient, so the chart's Summary and every visit share one list, and nobody types in the same gallbladder twice. Reason for visit is kept per visit, and the chart lists the Recent visit reasons. Vaccines are coded with CDC CVX, including ones given elsewhere or politely declined. Everything that came before, without digging through old notes. #### Ona takes the history, you have the last word When Ona charts a visit, an intake form or an interview, the history it picks up arrives as a suggestion. A new hospital stay, surgery, relative or vaccine waits with a sparkle until you Confirm or Dismiss it. For social and OB/GYN history, Ona tells you what it changed, such as "Ona updated tobacco and alcohol.", and Dismiss puts the earlier answers back. Ona only fills the sections you've turned on, so it won't start a family tree you didn't ask for. #### Also in charting - Your sections, your order. Drag the rows under Settings → Charting → Charting Sections into the order the chart and visits should use. Changed your mind? Default order puts them back. - Procedures moved in. The Procedures switch now lives on Charting Sections with the others, with a link to your Procedure templates once it's on. The separate Procedures settings page is gone. #### Ona Assistant #### Ask Ona to dig it up Open Ona Assistant from the bottom-right corner of the dashboard and ask the way you'd ask a colleague: which visits are coming up this week, which faxes are still unread, which claims got denied. Ona searches patients, visits, faxes, referrals, claims and invoices, and answers with links that open the record in place, with the Assistant still open. It only reads, so it can't book, send, sign or change anything, however nicely you ask. Clinicians only see their own visits and the patients they can open. Ask like you'd ask a colleague, then click straight through. #### Pull up a chair for Ona Choose Open in side panel in the Assistant's header and Ona docks to the right of whatever you're working on. It already knows what's on your screen: the fax, claim, referral or note you have open, or the part of the chart you're in, so there's nothing to copy and paste. What it can see shows as a chip above the message box, which you can remove. Open in floating window sends it back to its corner. Ona already knows which patient you mean. #### Also in Ona Assistant - Ask about a passage. Select text in a draft note and choose Ask to bring it to the Assistant as a quote. The note stays exactly as it was. Improved #### Omnichannel #### Unread, on purpose Opened a conversation too early? Choose Mark as unread from its menu, or press U, and it waits for you as if you'd never seen it. Mark all as read in the list's toolbar clears the lot in one go. Read and unread are yours alone, so your teammates keep their own. The list's filter is now a single Unread toggle. #### Also in omnichannel - Texts counted the way carriers count them. The counter under a text now shows the real limit: 1,530 characters, or 670 once a single emoji or another character outside the SMS alphabet sneaks in. Hover it to see how many parts it goes out in. Curly quotes and long dashes quietly become plain ones, so they no longer eat into the limit, and a text that's too long can't be sent. The templates under Settings → Notifications warn you the same way. #### Visits #### Recordings that survive a crash Browser gave up mid-visit? While you record an in-person visit, Ona keeps the audio in your browser until it's saved. If the upload fails, the page reloads or the browser closes, the recording is waiting in the recording bar the next time you open the dashboard in the same browser, ready to Save recording or Discard. Signing out or wandering off mid-recording keeps it too. #### Consents and forms #### No dead end after the last question When a patient finishes a form, consent or interview from an emailed link, the last screen now lists what else they have open, starting with the same visit. One button starts the next one, such as Start next form, so there's no waiting for another email. They can also Sign in to your patient portal from there. #### And more #### Sign-up - Confirmation emails from your practice. When someone signs up on your booking page or another of your patient pages, or accepts an invitation to your team, the email asking them to confirm their address now comes in your practice's name, with your logo and colors. Before, it came from Ona, a name your patients may never have heard. #### Fixed - Merging patients. Merge records in Potential duplicate patients now moves everything on the duplicate chart, including visits, conversations, calls, claims, credits and lab orders. Before, some of it got left behind on the archived chart. Stragglers from earlier merges are moved over too. - Unread badge. The Omnichannel badge now counts only conversations waiting for you. Before, notes and archived conversations could keep it lit with nothing left to read. - Height and weight in DoseSpot. DoseSpot now gets the patient's latest height and weight from their vitals. Before, it only got what was typed on their profile. - Mentions in a new note. Mentioning someone in a new note and choosing Add and send now sends one note. Before, you also got a bonus empty one. ### Auto-charge after insurance, spam numbers and a bigger consent and form library | Ona Release Notes URL: https://ona.health/release-notes/auto-charge-and-spam-numbers Release notesOctober 15, 2026·v2026.10.15·New · Improved · Fixed #### Auto-charge after insurance, spam numbers and a bigger consent and form library Charge the patient's share automatically once insurance pays, collect copays by payment link, send spam numbers to their own folder, and start from hundreds of new consents and forms. Plus: connect the Stripe account you already have, a reschedule fee, and a more natural AI receptionist. 6 min read 6 min read· New #### Billing #### Charge the patient's share once insurance pays Turn on Charge the patient's share automatically under Settings → Billing → Auto-charge. When a paid claim leaves a balance, Ona emails the patient a notice, then charges their saved card instead of waiting for you to send the invoice. You choose the Notice period and the Most to charge. Larger balances and denied claims wait for you, as before. It only applies to patients who agreed to it, in the patient portal or with Charge after insurance pays on their card. A notice first, then the charge, up to the limit you set. #### Collect the copay by card or by link Collect payment on a visit now offers Paid onsite, Card on file and Payment link. A payment link comes with a QR code the patient can scan at the desk, or a link to copy and text them. A card payment no longer waits for the claim. The money is held on the patient's account until the payer decides, then goes toward what they owe. At the desk, from the saved card, or by a link. #### Credit that waits on the patient's account A patient's Invoices page now shows their Balance: what's Outstanding, what's On account and any Refund due. Money held for them, such as a copay collected before the claim settles, is listed under Credit on account, where you can Apply it to an invoice or Refund it. When an invoice is overpaid, choose Keep on account instead of refunding. Switch to Activity to see every payment, credit and refund, day by day. #### Bring the Stripe account you already have Already take payments with Stripe? Under Settings → Billing → Stripe, choose Connect existing account to link it and keep its history, payouts and bank details. Create new account sets up a new one, as before. #### Also in billing - Save the card when they pay. Turn on Offer to save the card under Settings → Billing → Stripe, and patients who pay an invoice online can keep that card on file. You can also hide Stripe Link when patients add a card. - Ready to send. When the payer pays, Ona adds the claim's lines to the visit's invoice and issues it without emailing the patient. It waits under Ready to send until you choose Send to patient. - Invoices as a board. Switch Invoices to Board to see a column per status, with its totals. - Admin, not Billing. In a patient's chart, Invoices, Claims and Care Time now sit under Admin in the sidebar. The saved card has its own Payment Method section in the patient's settings. #### Spam numbers #### Keep robocalls and spam texts out of the inbox Choose Mark as spam from a conversation's menu, or add a number under Settings → Omnichannel → Spam numbers. Texts from that number go to a Spam section without notifying anyone or creating a lead, and its calls are rejected before they ring. You can still text or call it yourself, and Not spam undoes it. If the number is saved on a patient, Ona tells you before it comes off their record. Out of the inbox, without a single notification. Improved #### Consents and forms #### Hundreds of consents and forms to start from The library on the Consents and Forms pages now holds more than 250 consents and 150 forms, from registration and medical history to specialty questionnaires. Narrow it by Specialty and Category, or search. Consents marked Varies by state need checking against your state's rules. Forms marked Clinician completes are for your team to fill in, not patients. Filtered to your specialty, ready to add. #### Cancellation fees #### A fee for late reschedules Turn on Charge a reschedule fee under Settings → Billing → Cancellation Fees, with its own Reschedule window and amount. When your team moves a visit inside the window, Ona asks whether to charge it. Patients who move their own visit, in the portal or with the AI receptionist, hear or see the fee first. Changing only the clinician, room or length is free. #### AI receptionist #### A receptionist that sounds more natural The AI receptionist now answers in shorter sentences, with a warmer voice. It works in your practice's time zone, so it names the right day for every opening, and it says whether a visit is in person or by video. When Register as a patient is chosen under New callers, it also asks for the caller's email and home address. #### And more #### Leads - Export to CSV. On the Leads page, choose Export as CSV to download every lead that matches your filters. #### Online booking - Straight to a time. A patient who passes a service's screening now goes straight to picking a time, without a message in between. When they don't qualify is the only message left to write. #### Fixed - Recordings on sign-out. Signing out or going back while a visit is recording now asks first. Before, the recording was lost. - Invoices with nothing to pay. An invoice with nothing left to pay, such as one the payer covered in full or a $0 visit, is now marked paid, and its visit and claim are closed. Before, it stayed open. - CCM codes. Closing a CCM billing period now produces codes for practices using the default code ladder. Before, it produced none. ### Cancellation fees, promo codes and your practice's colors | Ona Release Notes URL: https://ona.health/release-notes/cancellation-fees-and-practice-colors Release notesOctober 12, 2026·v2026.10.12·New · Improved #### Cancellation fees, promo codes and your practice's colors Charge for late cancellations and no-shows, offer promo codes, and show your practice's colors on every page patients see. Plus: copy forward a past note, ask Ona about any passage, loop and matrix blocks in templates, one place for the copay, and full history for archived patients. 6 min read 6 min read· New #### Practice branding #### Your colors on every patient page Pick an Accent and a Background color under Settings → Practice → Organization → Colors. Buttons, links, tabs and the page background take them on your welcome page, booking page, form links, sign-in pages and across the patient portal. Leave them unset and patients keep seeing Ona's coral. Ona won't save a background too dark to read text on. One accent and one background, for every page patients see. #### Cancellation fees #### Charge for late cancellations and no-shows Turn on Charge a late cancellation fee, Charge a no-show fee or both under Settings → Billing → Cancellation Fees. Set the Cancellation window, and make each fee a fixed amount or a percentage of the visit's self-pay price. Under Collecting fees, choose to leave the invoice as a draft, email it to the patient, or charge the card on file. Fees only apply from when you turn them on. Your policy, written out the way patients will read it. #### Confirm or waive it, visit by visit When you cancel a visit inside the window or mark it as a no-show, Ona shows the fee and asks you to confirm. Switch the charge off to waive it. The fee is its own invoice, shown on the visit's Billing tab and included in its Balance. If you un-cancel the visit, an unpaid fee is voided. Charge it or waive it, before the status changes. #### Promo codes #### Discounts patients enter when they pay Create codes under Settings → Billing → Promo Codes once Stripe is connected. A code can take a percentage or an amount off everything, or only off the services, packages and memberships you choose. It can also expire or have a usage limit. For memberships, choose whether it discounts the first payment or every one. Patients enter a code when they pay online: on your booking page, and on a self-pay invoice in the patient portal. The discount shows on the invoice as Promo code. When a code covers the whole price, the booking goes through with nothing to pay. Every code, its discount and how often it's been used. Applied at checkout, on the booking page. Improved #### Charting #### Start a note from a past one New note now opens one picker with three ways to start: a Blank note, a template for Ona to generate, or one of the patient's past notes to Copy forward. Search templates and notes together, and preview the highlighted one in full. Suggested puts the patient's last note and its template first. Copying forward puts the note's content, template and title in a new draft for this visit, and the original doesn't change. Blank, generated or copied forward, from one list. #### Ask Ona about any passage Select any text in a draft and choose Regenerate to rewrite it from the record, or Polish to tidy the wording. The selection can span paragraphs and mix your words with Ona's. The suggestion shows the original crossed out above the new text, for you to Keep or Discard. You can ask about several passages at once, then Keep all or Discard all. What changed, and why, before you keep it. #### Also in charting - Ona's words, marked in the margin. Text Ona wrote now reads like the rest of the note, with a coral bar in the margin beside it. Hover the line to see exactly which words are Ona's. - A tidier formatting toolbar. Text styles and lists are in their own menus. Underline, strikethrough and links are under More formatting. #### Templates #### Loops: one section per item Add a Loop to a note template to repeat a section for each item, such as each problem addressed or each knee. You can list the items under For each, or turn on Ona lists the items and say what Ona should look for in the visit. Each item gets its own heading and its own filled copy of the section. Write it once, filled for every item. #### Matrix questions Single choice matrix and Multiple choice matrix blocks ask several statements on the same set of answers, as a grid. In forms, you can score a single choice matrix statement by statement, with reverse scoring where you need it. Note templates have them too, and Ona answers each statement. When you import a PDF, a grid comes in as one matrix. Many statements, one set of answers. #### Follow-up questions, grouped Form blocks next to each other that share the same Show if now sit in one group, under a header like Shown when "Do you smoke?" is Yes. Click the header to change the condition for the whole group, and use Add to group to add another question. Existing forms are grouped for you. Patients see no change. One condition, set once for the whole group. #### Also in templates - One layout for every block. Blocks in the form, note and consent builders show only the settings that are on, such as Required or Show if, along their top. The rest appear when you point at the block. - Clinician answers. In note templates, Ona fills this is now Clinician answers, off by default. Turn it on for anything Ona should leave to the clinician. ### Calls to contacts, intake reminders and fax markup | Ona Release Notes URL: https://ona.health/release-notes/contacts-and-intake-reminders Release notesOctober 8, 2026·v2026.10.08·New · Improved · Fixed #### Calls to contacts, intake reminders and fax markup Call, text and email practices, payers and other non-patients from Omnichannel. Plus: reminders for unfinished intake, per-service visit notifications, tags on self-booked visits, visit previews in the month calendar, and typing on faxes. 2 min read 2 min read· New #### Omnichannel #### Contacts beyond your patients Keep the practices, payers, pharmacies, labs and vendors you deal with under Contacts in Omnichannel. Click New to start a conversation with a patient, a contact or someone on your team. You can also type any number or email to call, text or email it straight away. Conversations with a contact are grouped under their name, and calls and messages from their number or email are matched to them. #### Also in Omnichannel - Keyboard shortcuts. Use J and K to move between conversations, E to archive, R to reply, C to start a new conversation and / to search. Press ? to see them all. Improved #### Visits #### Intake reminders Add an Intake reminder to your visit reminders under Settings → Notifications. It resends the forms, consents and interviews a patient hasn't finished, with fresh links. Each reminder now goes out only on the channels you pick for it. #### Turn off notifications for a service In a service's Visit notifications card, switch notifications off to stop automatic booking, reminder, reschedule and intake messages for its visits. You can also Customize its intake timing and reminders instead of using the practice's. Anything your team sends by hand still goes out. #### Tag self-booked visits Turn on Tag online bookings under Settings → Scheduling → Online Booking, and every visit a patient books online gets the tags you choose. Tag receptionist bookings under Settings → AI Receptionist does the same for visits the receptionist books on a call. #### Also in visits - Visit previews in the month view. Hover a visit in the monthly calendar to see the patient, clinician, service, location, insurance and confirmation. From there you can change its status, edit it or open it. - Easier template picking. Adding forms, consents or interviews now uses one search field where you can pick several at once. Templates already sent for the visit are marked. #### Faxes #### Type on a fax before you reply Sign & Reply is now Edit & Reply. Add text, checkmarks, crosses and dates anywhere on the fax, drag your signature into place, and add a reply page before you send it back. #### And more #### Fixed - Voicemail beep. When the AI receptionist hands a call to voicemail, the caller now hears a beep before leaving their message. - Team phone numbers. A member's phone number can no longer be set to the practice's own number, which caused calls to loop. Settings → Omnichannel now lists each member's number and flags any that match the practice's. ### Guardian accounts, tabbed notes, clearer settings and more... | Ona Release Notes URL: https://ona.health/release-notes/guardian-accounts-and-note-tabs Release notesOctober 7, 2026·v2026.10.07·New · Improved · Fixed #### Guardian accounts, tabbed notes, clearer settings and more... Parents and caregivers can now act for a child or dependant from their own patient portal, and receive the emails meant for them. Plus: notes open in tabs next to the chart, clearer Settings, memberships, availability checks when booking, and benefits verification. 10 min read 10 min read· New #### Guardians #### A parent or caregiver on the patient's account Give a parent, legal guardian, caregiver or spouse access to a patient's portal. Open the patient's Details & Settings, go to Guardians & Family and click Add guardian. Pick someone already on file, or choose New person to add them and send a portal invitation in one step. A guardian can fill in and sign forms, consents and interviews, book and manage visits, pay invoices and see the patient's records. For a patient under 18, access ends on their 18th birthday. For everyone else, it lasts until you revoke it. Who they are, how they're related, and when their access ends. #### Everyone who looks after a patient, in one place Guardians & Family lists each guardian with their relationship, email and end date. It also marks invitations that haven't been accepted yet. Click the × on a guardian to revoke their access. Revoked and expired guardians stay on the list, greyed out, as a record. On a parent's own chart, Guardian of shows the patients they look after. Guardians sit with the rest of the patient's details. #### Forms reach the guardian when the patient can't When you send forms, consents or interviews to a patient who has no email or mobile number, the dialog tells you their guardian will see them. The documents appear in the guardian's portal under that patient's profile, and you still get a link you can share. You see who the form will reach before you send it. #### One sign-in for the whole family In the patient portal, a guardian finds a Family section on their home page, with a card for each person they look after showing what's left to do. Tapping a card switches to that profile. A banner stays at the top while they're acting for someone else, with Switch back to me. Messages and account settings stay with the patient. #### Emails go to the guardian When a patient has no email address, visit, form, invoice and quote emails go to each guardian who has Send notifications to this guardian turned on. The subject starts with the patient's first name, and a link in the email opens the portal straight on the patient's profile. Note Where to find it Anyone on your team who can edit a patient's details can add and revoke guardians from Details & Settings → Guardians & Family, or from Guardians & family in the chart's side panel. Patients can't add guardians themselves. Improved #### Charting #### Notes open in tabs, next to the chart Summary is now Charting. The Overview tab holds the patient's summary and records, and every note you open gets its own tab beside it. You can move between the chart and several notes without closing anything. To move a note from the side panel into a tab, click the expand button next to Share. Sign and share work the same in a tab as in the panel. Unsigned notes open as tabs the first time you open the chart. Your tabs stay open when you reload the page, and the note in front is part of the link, so you can share it. Visits get the same tabs, with the visit's canvas as the Overview tab. The chart, and every note you're working on, one click apart. #### Any note, from the plus button The + at the end of the tabs opens a list of the patient's notes, newest first, with a search box. Notes that are already open say Open in a tab, and signed notes are marked in green. New note is at the top, so pressing + and then Enter starts a note. Search, open, or start a new note. #### Also in charting - Nothing lost when you close a tab. Closing a note with unsaved changes asks whether to keep editing or discard them. Middle-click closes a tab, and the arrow keys move between tabs. #### Settings #### Clearer settings Settings now opens on an Overview of everything you can set up, grouped by area: Account, Practice, Team, Communication, Growth, Scheduling, Billing, Insurance, Charting, Care and Dispensary. Every setting, grouped and searchable. #### Also in settings - New pages. Scheduling → Availability and Scheduling → Online Booking replace the old Booking settings. Growth → Website Widgets replaces Website & Widget. Your logo and welcome page are now under Practice → Organization. - Fee Schedule moved to Billing. Clinics that don't bill insurance can now open it too, to set what self-pay patients are charged for each CPT code. #### Memberships #### Recurring plans for ongoing care Create membership plans on the Services page with New membership. A plan can include services, packages and custom items such as a supplement box, each refilled every month, every year or once in total. Choose whether it runs until cancelled or for a set number of payments. Patients join from your booking page and book their first visit straight away. Staff can enroll a patient from their chart with Enroll in a membership. Every payment is recorded as a paid invoice, such as "Gold membership · payment 2 of 6". Turn memberships on under Settings → Billing → Memberships once Stripe is connected. #### Scheduling #### Know when a visit is outside availability Set opening hours and booking rules under Settings → Scheduling → Availability: minimum notice, booking window, buffer, start times, visits per day and overlapping visits. Locations, rooms and services can each have their own hours, and Bookable times previews what patients will see online. When you book or move a visit, the dialog now tells you if it's outside availability or clashes with the calendar, and why. It might be outside opening hours, the clinician might already be fully booked that day, or they might be busy in Google Calendar. You can still book it with Book anyway. Patients booking online can't. #### Also in scheduling - Cap visits in a block of hours. Give a block of hours a Max visits in this block. Online booking closes once that many visits start in the block, and staff can still add more. - Booking on your website. Under Online Booking → Booking widget, embed booking on your site in the page, as a floating button or behind your own button. You can also start it on a specific service, membership, package or clinician. #### Insurance #### Benefits verification, before the visit A new Needs Verification dashboard widget lists insurance visits in the next two weeks that need attention, such as a copay that isn't confirmed, an authorization that's needed, or coverage that's changed or inactive. After a call with the payer, use Record benefits verification to save the confirmed copay, coinsurance and call reference. It can apply to all of the patient's visits, one visit type or a single visit. On a visit, you can also set the copay, waive it with a reason, or verify it again. When a patient's insurance changes, Ona runs a new check, and upcoming visits are checked again before the day. #### And more #### Leads and website - Contact widget. A new enquiry form you can embed on your website, set up under Settings → Growth → Website Widgets. Choose one column or two. Each enquiry becomes a lead, or is added to the lead or patient it matches. - Where website leads come from. Leads from your website now show the channel and platform, such as "From Google · Paid search", along with the campaign, keyword and the page they landed on. The new Website leads report in Reports breaks them down and shows how many converted. #### Documents and recordings - Blank paper copies. For a pending form or consent, choose Print blank copy or Download blank copy to hand a patient a paper version. Questions are numbered, follow-up questions say when to answer them, and consents include a signature line. - Archive recordings. In a visit's recordings, Archive moves a recording to the bottom of the list. From there you can restore it or delete it for good. Video visit audio now plays each participant on its own track, in sync with the transcript. #### Fixed - Claim units. Changing the units on a draft claim line now updates its charge. Procedures under a service booked for more than one unit are priced for every unit. - Signing in from an email. A link from an email that asks you to sign in now opens the page it pointed to, such as a specific invoice, after you sign in. It no longer drops you on the portal home. - Emails with only attachments. An email with attachments and no text now sends. Before, it failed. ### Vitals with height and BMI, and insurance intake on your terms | Ona Release Notes URL: https://ona.health/release-notes/vitals-and-insurance-intake Release notesOctober 2, 2026·v2026.10.02·Improved #### Vitals with height and BMI, and insurance intake on your terms A redesigned Vitals section with height, BMI and trends, and a switch for every vital. Plus: automatic texts and emails in Omnichannel, keyterms for the AI receptionist, required insurance card photos, a payer whitelist, and the copay up front. 4 min read 4 min read· Improved #### Vitals #### Every vital in one strip, with height and BMI Vitals now sit in one strip on the patient summary and in the visit: blood pressure, heart rate, SpO₂, temperature, respiratory rate, pain, weight, and now height and BMI. BMI is calculated for you from the latest weight and height. Open Trends under the strip to chart any vital over time. Height and BMI join the rest of the vitals. #### Only the vitals you take Under Settings → Charting, switch each vital on or off on its own. A vital that's off disappears from logging, the strip and trends. BMI needs both weight and height, so turning either off turns BMI off too. Choose US customary (°F, lbs, ft and in) or Metric (°C, kg, cm), and every vital is logged and shown in those units. #### Omnichannel #### Automatic texts and emails in the conversation The texts and emails Ona sends a patient on its own now show in their conversation, in the SMS or Email tab they went out on. That includes visit bookings, reminders, reschedules and cancellations. Each one is marked Automatic text or Automatic email and shows whether it was delivered. Click View message to see exactly what the patient received. What Ona sent, next to what your team sent. #### AI receptionist #### Keyterms the receptionist won't mishear Add the words callers say that are easy to get wrong: your practice and location names, your clinicians, services and the insurance payers you take. The receptionist listens for them on every call. Add up to 100 under Settings → AI Receptionist → Keyterms, pressing Enter or a comma after each. Names, places and payers, heard right. #### Insurance #### Require insurance card photos Turn on Require insurance card photos under Settings → Insurance → Patient intake, and patients must add a photo of the front and back of their member card before they can finish. It applies to self-registration and to one-time profile links, alongside Require insurance. No plan without both sides of the card. #### A whitelist of the payers you bill Add the payers your clinic works with to the Payers Whitelist under Settings → Insurance. Patients adding insurance pick only from those. Your team sees them first, with Show all payers for anyone else. Leave the list empty to offer every payer, as before. Patients choose from your payers, not the whole directory. #### The copay, first The copay now opens the eligibility panel, on the patient and on the visit. When it depends on the visit type, you see the range and the amount for each service. In a visit, the header shows the coverage and the expected copay from every page, one click from the full check. What the patient owes, before anything else. #### Also in insurance - Why a check can't run. When an eligibility check is missing something, such as the member ID or the payer, the panel says what's missing and where to add it, instead of a toast that disappears. ### A new Leads page, and phone calls that explain themselves | Ona Release Notes URL: https://ona.health/release-notes/leads-rebuilt-and-phone-calls-improved Release notesSeptember 30, 2026·v2026.09.30·New · Improved #### A new Leads page, and phone calls that explain themselves Leads is rebuilt around the way your team works a new enquiry: your own statuses, owners, follow-ups and tasks, every call and note in one panel, and a one-step convert to patient. Plus: an AI summary on every recorded call, and transcripts that name who's speaking. 7 min read 7 min read· New #### Leads #### Everyone who might become a patient, in one list Calls, texts, web forms, widget chats and emails from new people arrive in Leads on their own. Each row shows the lead's status, follow-up, open tasks, owner and how long ago they got in touch. Change any of them right in the row, without opening the lead. The right-hand rail keeps the views your team comes back to: Open, Mine, Follow-up due, Unassigned, Converted, Lost, Archived and All, each with its count. Below them, filter by status, owner and source, or open More filters for follow-up, referral, location and when the lead was created. Switch to Board to drag leads between status columns. Your leads, with the views and filters beside them. #### Everything about a lead in one panel Open a lead and the panel starts with How they reached you. When the AI receptionist took the call, that's its summary. Click through for the full call, with the recording and transcript, without leaving the lead. Call, Text and Email are at the top, next to Convert. Every detail below is edited in place: status, owner, follow-up, tasks, phone, email, how they heard about you, location, and insurance when your practice uses it. How they reached you, and every detail, a click away. #### Notes, and a history that writes itself Notes holds whatever the team should know about the lead. Activity is the lead's history: status changes, calls with their summaries, intake forms, archiving and restoring. Log what happened outside Ona as a Note, Call, Email or Referral, and press ⌘ Enter to add it. Log a call or a referral in the same place the note goes. #### Statuses that match your front desk Under Settings → Leads, set the statuses your team moves leads through. Add, rename, recolour and reorder them in three groups. Open is for leads still being worked, and new leads start in the first one. Converted is set when a lead becomes a patient. Lost is for leads that closed without becoming one. Each status shows how many leads it holds. Removing one that's in use asks where to move those leads first. Your statuses, grouped by what they mean. #### From lead to patient in one step Convert creates the patient from the lead, with the name split into first and last for you to check. Add an email and they get an invitation to the patient portal. Tick Book a visit next and the new visit form opens as soon as the patient exists. #### Also in leads - Where every lead came from. Each lead records its source: phone call, AI receptionist, web form, widget, SMS, email or added by hand. How they heard about you is kept separately. - One lead per call. When the AI receptionist answers a call, it fills in the lead that call created instead of adding a second one. - Follow-ups that stand out. A follow-up turns amber on the day it's due and red once it has passed, the same as task deadlines. Give it a time, or just a day. - Insights. New leads, conversions and conversion rate over 7, 30 or 90 days, with new leads per day, where they came from, calls from new callers and your open pipeline. - Act on many at once. Select leads to change their status or owner, archive them, or restore them. - Archive first, delete from the archive. Archiving takes a lead off your lists and keeps its history. Deleting for good is only possible from Archived. - Keyboard shortcuts. J and K move between leads, E archives, C adds a lead, / searches and ? lists them all. Note Where to find it Leads is in the sidebar for Owners, Admins and Staff. An Owner or Admin sets the statuses under Settings → Leads. Your current leads keep their statuses, so nothing needs setting up first. Improved #### Phone calls #### A summary of every recorded call Answered calls, AI receptionist calls and voicemails now come with a short AI summary. It shows on the call's card in the conversation, and in full at the top of the call's details, above the recording and transcript. You know what a call was about before you press play. The summary, the recording and the transcript, in that order. #### Transcripts that know who's talking Each voice in a transcript is named by who it is: your team member, the caller, Ona for the AI receptionist, or Voicemail greeting. A caller who asks the AI for a person and then leaves a voicemail reads as one conversation, from the AI's greeting to the message they left. Their voicemail card carries both marks, the AI receptionist's and the voicemail's, so you can tell it apart from a caller who went straight to voicemail. From the AI's greeting to the message left, every voice named. #### Also in phone calls - See what's still processing. Right after a call, its card shows the recording being processed, the call being transcribed and the summary being written. Each part appears as soon as it's ready, and if one fails, the card says so. - Calls on the lead. Every call with a lead shows in its activity, summary included. Open one to play the recording and read the transcript there. ### Supplements on the chart, and templates for procedures | Ona Release Notes URL: https://ona.health/release-notes/supplements-and-procedure-templates Release notesSeptember 28, 2026·v2026.09.28·New #### Supplements on the chart, and templates for procedures Chart any supplement from the NIH label database, with or without Fullscript, and chart a whole protocol in one step from a template. Plus: procedure templates with codes, injection maps and charting notes, and a starter library of both to import. 5 min read 5 min read· New #### Supplements #### Every supplement your patient takes, on the chart Supplements now sit in the chart next to medications, with no Fullscript account needed. Search an ingredient, a brand or a product from the NIH Dietary Supplement Label Database, which covers over 100,000 labels. Pick the ingredient to see every product that contains it, then narrow by brand or name. Charting an ingredient without a product works too. So does Custom entry, for anything the database doesn't have. Search the ingredient, then pick the product the patient takes. #### The label, one hover away Each supplement is coded: a product by its DSLD label, an ingredient by its FDA UNII. Hover it to see the label's Supplement Facts per serving, a link to the full label, and who recorded it, when, and at what dose. Supplements get their own section in the chart. Supplement Facts and the record's details, without leaving the chart. #### Chart a whole protocol in one step Build templates for the protocols you recommend under Library → Supplements. A template is a set of supplements with their doses, like a sleep stack or a gut protocol. Add supplement then offers your templates before the single-supplement search. Pick one, untick anything that doesn't fit, and chart the rest together. Anything the patient already takes starts unticked and is never charted twice. The picker tells you how many there are before you open the template. Your templates, with what's already on the chart counted. #### A starter library, with the evidence attached The library starts you off with 15 templates in six groups: foundations, women's health, deficiency, digestive, clinical and sleep & performance. They cover pregnancy and lactation, vitamin D and iron repletion, migraine prevention, life after bariatric surgery and more. Doses are filled in only where a guideline states them, and every template lists its sources. Templates name ingredients, never brands: import one, then swap in the products you stock. Your templates, and the library to start from. #### Also in supplements - Synced with DoseSpot. Charted supplements appear in DoseSpot as self-reported entries, and changes made there come back to the chart. - Fullscript is optional. A patient's Supplements page always lists what's charted. Fullscript plans and orders join the list when your practice is connected. - Part of the visit. Supplements charted during a visit are recorded in it, and ones already on the chart carry forward in one click. Note Turn it on An Owner or Admin turns supplements on under Settings → Dispensary → Supplements. That adds the Supplements page to patients and visits, and the Supplements section to the chart. The chart section can still be hidden separately under Settings → Charting. #### Procedure templates #### Start a procedure from a template Add procedure now opens with your templates. Search for one, and the procedure starts with the template's code, injection map and charting notes already in place. Start blank is still there for anything new. Pick a template, or start blank. #### Your procedures, written once Templates live under Library → Procedures. Each one holds a CPT code, injection points on the face or body map, default notes, and a line on when to use it. Save a procedure you've just charted as a new template from its ⋯ menu. Starting a procedure copies the template, so changing or deleting a template later never touches procedures already charted. #### 23 starter templates to import The library covers neurotoxin, dermal filler, medical neurotoxin, joints and soft tissue, skin and office procedures. Toxin doses and sites follow the onabotulinumtoxinA prescribing information, cited on each template. Filler volumes and steroid doses are left for the clinician. Your procedure templates, and the library to start from. Where to find it Procedure templates come with the Procedures feature, which now has its own switch under Settings → Procedures. ### An AI receptionist you set up around your day | Ona Release Notes URL: https://ona.health/release-notes/ai-receptionist-configuration Release notesSeptember 25, 2026·v2026.09.25·New · Fixed #### An AI receptionist you set up around your day Choose when the AI receptionist answers without ringing your team, let callers who ask for a person be put through to you, and write the first thing every caller hears. 5 min read 5 min read· New #### AI receptionist #### Answer without ringing, when it suits you Until now every call rang your team first, and the AI receptionist picked up only if nobody answered. That's still the default, but you can now let it answer at once, at the times you choose. Outside opening hours hands evenings and weekends to the receptionist, going by the opening hours you've already set. Custom hours lets you pick the windows yourself, several a day if you need them: lunch, a busy afternoon, the evening shift. A Right now line under the hours shows who picks up if the phone rings this minute. Pick the hours the AI answers at once. Your team rings the rest of the time. #### Callers who ask for a person get one Turn on Transfer to staff on request and a caller who asks to speak to someone is put through. The receptionist says it's connecting them, the caller hears ringing, and your team's phones ring the way any call does: in the browser and on mobile. If nobody answers, the caller can leave a voicemail. They never end up back with the AI after asking for a person. Leave it off and the receptionist does what it always has: explains that nobody can take the call and offers to take a message. Everything about when the AI steps in, in one section. #### Know which calls the AI passed on Whoever picks up sees Transferred by AI on the incoming call, so they know the caller has already spoken to the receptionist. Afterwards, the call's details keep the receptionist's one-line note on why the caller wanted a person. A transferred call, and why the caller asked for a person. #### Write the first thing callers hear The Greeting section sets the receptionist's opening line, up to 500 characters. Leave it empty and callers hear the default, "Hi, this is Ona from" followed by your clinic's name, shown in the box so you always know what's being said. The opening line, in your clinic's words. #### Also in the AI receptionist - Hours in your clinic's timezone. Set the timezone under Settings → Organization → Opening hours; answer-first hours follow it. - Notifications moved here. Notify about AI-answered calls now sits with the rest of call handling instead of in Omnichannel. Note Nothing changes until you choose Every call still rings your team first, transfers stay off, and the default greeting keeps playing until you change them under Settings → AI Receptionist. #### Patient portal #### Patients can reschedule or cancel their own visits An upcoming visit in the portal now has Reschedule and Cancel visit buttons. Rescheduling shows open times with the same clinician. Cancelling withdraws any forms still waiting for that visit. Either way, the patient gets a confirmation and the clinician is notified. Changes are only possible before the visit starts. Moving or cancelling a visit, straight from the portal. Fixed #### Insurance from referrals #### The right coverage, with more of the card When a linked referral fills in a patient's insurance, it now checks which policy it's looking at. The same policy only has its blanks filled. A different one is added as another coverage instead of being written into the one already on file. Member IDs match however they're typed, so u859-191 and U859191 count as the same. - More of the card comes across. Plan name, policy number, and the subscriber's gender and address are read from the referral and shown on it. - Self-insured patients are complete. When the patient is the policyholder, the subscriber's date of birth, gender and address are taken from the patient's own details if the referral leaves them out. For anyone else's policy, only what's printed is used. - Your edits still win. Nothing already on a coverage is overwritten. ### Referrals, rebuilt around the patient - and discharge letters | Ona Release Notes URL: https://ona.health/release-notes/referrals-and-discharge-letters Release notesSeptember 24, 2026·v2026.09.24·New · Improved #### Referrals, rebuilt around the patient - and discharge letters Incoming referrals get a new inbox and a side-by-side reading view, their diagnoses and medications land in the chart once you link the patient, and every referring NPI is checked against the national registry. Plus: a Faxes page on every chart, and discharge and termination letters generated from it. 5 min read 5 min read· Improved #### Referrals, rebuilt #### An inbox that shows what still needs you Every referral is a row now: the patient, the reason, who sent it, their insurance, and whether it's been matched to someone in your practice. Urgent referrals are marked in red before you open anything. The panel on the right filters by status and by Linked or Unlinked, and Inbox health counts what's still waiting - so the number that matters, the referrals nobody has matched yet, is always in view. The whole inbox, and how much of it is still unmatched. #### The referral beside what Ona read from it Open a referral and the original document sits on the left, with what Ona pulled out of it on the right: the reason, urgency, specialty, what's being requested and the clinical summary. Every value carries the page it came from, so checking one is a glance, not a hunt. The source and the reading, side by side, each value tied to its page. #### Link the patient, and one click does the rest The Link control on each row suggests the patients who look like a match, searches everyone else, or creates a new patient from the referral's own details. Change your mind and it unlinks just as easily. #### Diagnoses and medications that land in the chart Ona now reads diagnoses, medications and allergies as coded records - ICD-10 and SNOMED, not just text - and the moment a referral is linked they appear in the patient's chart as suggestions. Each one says it came from a referral, and on which page. Confirm keeps it; Dismiss throws it away. Nothing becomes part of the record without you. An imported diagnosis, waiting for a clinician to confirm it. #### Every referring provider checked against the NPI registry The referring provider's NPI is looked up in the national NPPES registry as soon as you open the referral. A match shows Verified, along with the specialty, location and phone number the referral itself may have left out. When the number is misread, isn't registered, is deactivated or belongs to someone else, you're told straight away - rather than finding out weeks later from a denied claim. A verified NPI, filled out from the registry. New #### Faxes on the patient's chart #### Every fax about a patient, in one place The chart has a Faxes page now. It lists everything linked to the patient - received and sent together, with an arrow for which way each one went - and opens them in the same reader as the fax inbox. A fax sent with New fax from here is filed on the chart automatically, and still shows up under Sent in the fax inbox. A patient's faxes, on their chart. #### Discharge letters #### End care properly, in a few minutes When care is ending - because the goals were met, or because the practice is ending the relationship - start a letter from Export → Discharge letter… on the patient's chart. Choose discharge or termination, set the effective date, tick the reasons that apply, and sign on screen. The signed PDF is kept on the chart and can be downloaded or faxed from there. Start a letter from the chart's Export menu. Pick the kind of letter, the dates and the reasons, then sign. The letter, filled in from the chart. #### Also in discharge letters - Filled in from the chart. Patient details, address and active prescriptions come across on their own; change anything for this letter only. - Your practice's wording. Under Settings → Discharge letters, set the grace period, which reasons clinicians can pick, where patients are pointed for a new provider, and your own closing text. - Unsigned when you need it. Generate a letter to print and sign by hand, and void one that went out wrong - the original stays on the chart as a record. ### Note templates with blocks, and a draft Ona rewrites with you | Ona Release Notes URL: https://ona.health/release-notes/note-templates-and-ai-editing Release notesSeptember 22, 2026·v2026.09.22·New · Improved #### Note templates with blocks, and a draft Ona rewrites with you A note template is now the note itself, written on a canvas out of text and blocks - and in the draft, everything Ona writes arrives as a suggestion you keep or discard. 6 min read 6 min read· New #### Templates built from blocks #### The template is the note A note template used to be a form about a note. Now it is the note: a full-screen canvas laid out exactly as it will print, with the template's own settings tucked into a card on the left. Whatever you type prints as you typed it. Wrap a phrase in brackets - [what to write] - and Ona fills that line, and only that line. The document on the canvas, the template's settings in the card. #### When a line isn't enough, add a block Type / where you are writing, or use the + in the gutter. Blocks cover the things prose can't hold neatly: a paragraph Ona writes, a labelled answer, a question with options, a scale, a checkbox. Pick a block; it lands where you were writing. #### You decide who writes what Every block has a switch for who fills it - Ona or the clinician - and room for a private instruction that steers the fill without ever appearing in the note. It's how you tell Ona to leave a line out when it wasn't discussed, or to tick a box only if consent was said out loud. Each block says who writes it, and what it should say. #### Also in templates - See it before you use it. The Example tab writes a complete sample note from the template, so you can catch a field that reads ambiguously before a clinician meets it. - 34 templates in the library, reorganised into nine specialties, each showing where it came from. - One canvas for three builders. Note, form and consent templates now work the same way - learning one teaches the others. Note Your existing templates Nothing to redo. They came across as they were, [placeholders] and all, with any guidance you'd repeated after every placeholder lifted into one Instructions for Ona field. #### A draft you write with Ona #### The draft is that same document Open a generated note and you get the template's shape back, with real controls where the template asked a question. What Ona wrote sits under a light dashed underline that vanishes the moment you edit it, so you can always tell your words from its. The draft, in the shape the template gave it. #### Nothing Ona writes lands without your say-so This is the change that matters most. Ask Ona for anything inside a draft and it comes back as a suggestion - shown in place, with a line saying what it changed, and Keep or Discard next to it. Read it, then decide. Nothing reaches the record until you save. Regenerate, read it, then keep it or throw it away. #### Regenerate, Polish, Clear Three things to ask of any field, any card, or any sentence you select. Regenerate writes it afresh from the record. Polish keeps what it says - your edits included - and tightens it. Clear hands the line back to you. The same three verbs, wherever you are in the note. #### Write around what the template gave you The template sets the shape; the visit decides what actually needs saying. Add your own text between any two blocks or at the end of the note, and delete anything this visit has no use for. Answer cards with real controls, and room to keep writing. #### Also in notes - Signing checks for gaps. Sign a draft with fields still open and Ona names them first, so you can finish them or sign as it stands. - A draft never loses a line. A field Ona couldn't fill stays visible rather than quietly vanishing; it's dropped only when you sign. - Amendments work the same way, with the same blocks and the same actions. Tip A note you've signed Signed notes are amended, not edited - and Ona doesn't suggest inside an amendment, so the wording of a correction is always yours. #### Screening before booking #### Ask before the calendar appears A service can now ask a few questions before anyone picks a time. Turn on Screening in the service editor, choose a form, and say what qualifies someone to book: simply completing it, or reaching a score you set. A PHQ-9 above a threshold, a safety question answered the right way - whatever the visit needs. Patients answer it as a step in booking, before the calendar appears, and their answers arrive on the visit as a completed form. Nobody fills the same questionnaire twice. Choose the form, then what qualifies someone to book. For the patient, a step before the calendar. ### Tasks on a fax, and referrals that carry the chart with them | Ona Release Notes URL: https://ona.health/release-notes/tasks-in-faxes-and-attachments-in-referrals Release notesSeptember 18, 2026·v2026.09.18·New · Improved · Fixed #### Tasks on a fax, and referrals that carry the chart with them The follow-up a fax creates is now written down on the fax itself, and an outgoing referral can enclose notes, labs, consents and forms from the patient's chart in one fax. 2 min read 2 min read· New #### A fax arrives, a task comes with it Most faxes ask for something: call the patient, book a visit, get the results in front of a clinician. That follow-up used to live in your head. Now it lives on the fax. Every fax carries a tasks badge - press T or click it to read what's open and add to it. A task started here comes already linked to the fax and to its patient, so all you type is the title. Badge, New task, title. The fax and its patient are already linked. Amber down the list while work is open, green once it's all closed. Fixed #### Linking a fax to the right patient Link patient used to offer only the charts the fax itself pointed at - and on a fax that named nobody, it offered nothing at all. It now searches your whole patient list, with the fax's own matches first. If the chart doesn't exist yet, Create new patient builds it from what the fax carried. The patient chip also opens Go to patient and Unlink patient, for when a fax lands on the wrong chart. Search the whole list, or start the chart from the fax. #### A referral that carries the chart with it A referral letter rarely stands on its own - the specialist wants the note, the labs, the signed consent. The referral editor now has an Attachments field under Recipient, and what you put there is faxed with the letter as one document. Add more searches the patient's chart for notes, forms, consents, interviews, lab reports and incoming referrals, with everything from this visit grouped at the top. Only finished documents are offered, and anything that can't be faxed says why. Up to nine go out with a letter. Attachments under the recipient, with a counter and a one-line summary. ### A dashboard you arrange, and intake that goes out when you choose | Ona Release Notes URL: https://ona.health/release-notes/dashboard-and-intake-schedule Release notesSeptember 16, 2026·v2026.09.16·New · Improved · Fixed #### A dashboard you arrange, and intake that goes out when you choose The dashboard home is now a grid of widgets each member can add, move and resize, and the forms, consents and interviews attached to a visit can be held and sent a set time before it. 5 min read 5 min read· New #### A dashboard built from widgets The dashboard home is now a grid of widgets: My Schedule, Notifications, My Tasks, Week Capacity, visit and patient counts with trends, consent, form and interview progress, Birthdays, and, where your practice uses them, Eligibility, Claims in Flight and Leads Pipeline. Admins, clinicians and staff each start from a layout that suits their role, and only see widgets for the work they can do. The range picker in the header (1D, 7D, 30D, 90D, 12M) sets the period for every count widget at once, and each one compares that period with the one before it. Your day at the top: schedule, notifications and tasks. Further down: capacity, intake progress, eligibility and leads. #### Make it yours Choose Customize to rearrange the dashboard. Drag widgets to reorder them, drag the corner to resize, and remove any with ×. As a widget grows it shows more, so My Schedule moves from today's agenda to a multi-day calendar. Add widget opens a catalogue you can search or filter by My day, Clinical, Operations and Billing. Drag a card onto the grid where you want it. You can add the same widget more than once. Choose Done to save. Your layout is yours alone, and it follows you to every device you sign in from. Reset puts back the default for your role, and Cancel discards the changes. Customize: drag, resize, and add from the catalogue. #### Dashboard changes - Widgets by role. Admins, clinicians and staff each start from their own layout, and only see widgets for the work they can do. - One range for every count. Pick 1D to 12M once, and each count shows its change from the previous period. - Resize to see more. Widgets show more as they grow. - Saved per member. Your arrangement follows you across devices and doesn't change anyone else's. - Back to the default any time. Reset restores your role's layout. If you keep it, you'll also get later improvements to that layout. Note On smaller screens On phones and smaller tablets, the dashboard home keeps its simple list of upcoming and recent visits. #### Choose when visit intake goes out Settings → Notifications now has a Visit notifications section with an Intake timing setting. Choose When the visit is booked to send forms, consents and interviews with the booking confirmation. Choose Scheduled to hold them and send everything together a set time before the visit, for example three days. Held intake goes out as one email listing every item, plus a text for each form or consent where texting is on. Consents, forms and interviews each have their own timing, so consents can go out on booking while forms wait until three days before. Each service can override the practice setting under Notifications in the service editor. Turn on Customize intake timing, so a long-range follow-up can wait while a same-week consult still sends on booking. Practice-wide: send on booking, or a set time before the visit. Per service: override the practice's timing. #### Scheduled and cancelled intake Held items appear in a Scheduled group on the patient's Forms, Consents and Interviews tabs, with the time they will go out. Patients can't see them until then. Send now releases an item early, and Cancel in its menu withdraws it and keeps it listed under Cancelled. Pending items now show how the link reached the patient, such as Sent by email and SMS, or Link not sent. If a visit is rescheduled, its intake is rescheduled with it. If a visit is cancelled or archived, anything still waiting is cancelled. When you add forms, consents or interviews, the arrow next to the send option offers Send now, With the visit's intake, or Pick a time…. Scheduled, pending and cancelled, each in its own group. #### Intake changes - Visit notifications. "Appointment reminders" is now Visit reminders, grouped with intake timing. - One email, not five. Scheduled intake for a visit goes out together in one email. - Follows the visit. Rescheduling moves the send time. Cancelling or archiving withdraws what hasn't gone out. - Your call, per item. Send any scheduled item now, cancel it, or schedule a new one for any time. - Delivery at a glance. Pending items show whether the link went by email, SMS or not at all. Tip Changing the timing A new intake timing applies to visits booked after you save. Intake already scheduled keeps its send time. Fixed #### Online bookings now send the intake The forms, consents and interviews set on a service now go out when a patient books that service themselves, whether on your booking page or through the AI receptionist. Before, only visits booked by your team sent them. Patients get the same single email listing every item that a staff-booked visit sends. It follows your Intake timing setting like any other visit. For a service that takes payment at booking, nothing goes out until the payment goes through. ### A better way to order labs: from requisition to reviewed result without leaving the patient chart | Ona Release Notes URL: https://ona.health/release-notes/junction Release notesSeptember 14, 2026·v2026.09.14·New · Improved #### A better way to order labs: from requisition to reviewed result without leaving the patient chart Order lab panels through Junction without leaving the patient chart, follow every order from requisition to result, and review parsed values next to the original lab report. 5 min read 5 min read· New #### Order labs from the chart A patient's Lab Orders tab now has a single Order labs menu. Choose Order via Junction for an electronic order with tracked status and results, send the patient to Fullscript, or generate a downloadable Lab Requisition PDF as before. Ordering through Junction is three steps: confirm the patient, select the order set, then review and submit. Filter by lab, search tests by name or code, and switch between Panels and A la carte. The patient's zip code is applied for you, and every test shows its collection method, typical turnaround and lab services fee before you add it. The rail on the right keeps the patient details, the tests in the order and any Ask on Order Entry questions in view, so nothing is missing when you continue to review. One menu for every way to order. Search, add, review. The order builds up in the rail on the right. Improved #### Every order, from requisition to result The Lab Orders tab groups orders by month and filters them by In progress, Results and Requisitions. Junction orders show the lab, collection method, date and live status, with a Results ready badge the moment results arrive. Paper requisitions sit in the same list, with Send and View a click away. Open an order to see everything about it in one place: the results summary with marker count and when they were received, the tests and markers ordered, a timeline from Ordered through Requisition created and Partial results to Completed, and the order's details, including who ordered it and when it last synced. The requisition, labels and collection instructions are attached as documents. Junction orders and requisitions in one list, grouped by month. Results, timeline, details and documents for a single order. #### Results you can read at a glance Open lab report brings up the original document from the lab side by side with its parsed values. Each marker shows its code, value and unit against the reference range, flagged Normal or otherwise, so you can scan a 23-marker panel without reading the PDF line by line. Mark the report Reviewed when you are done, or archive it. View order takes you back to the order it came from. The original report on the left, parsed values on the right. #### Lab ordering changes - One menu to order. Junction, Fullscript and lab requisitions all start from Order labs. - Know before you add. Collection method, turnaround and fee are shown on every test, with the patient's zip code applied. - Status you don't have to chase. Each order carries a timeline that updates as the lab moves it along. - Documents on the order. Requisitions, labels and collection instructions live with the order they belong to. - Values against ranges. Results are parsed marker by marker and plotted against their reference ranges. - Unstick an order. If an order looks stuck, Resend updates asks Junction to redeliver its latest status. Note Setting up Junction Admins connect Junction under Settings → Dispensary → Connect Junction. #### Brand and generic names side by side Search for a medication by its brand or generic name. Add medication lists names first, each marked Brand or Generic. A brand shows its generic underneath, and a generic lists its brands. Choose a name to see its strengths and forms in the next column, with readable names like Adderall 10 mg Oral Tablet, so the wrong formulation or dose is harder to pick. The dose and route are filled in from the product you choose. If the strength isn't known, chart the name on its own. To correct a medication already on the chart, choose Change when editing it. Names on the left, strengths and forms on the right. #### Medication changes - Brand or generic, either way. Search by whichever name you know. Brands show their generic, generics list their brands. - Names, then strengths. Pick a name first, then its strength and form in the next column. - Readable products. Strengths read like Adderall 10 mg Oral Tablet, not a raw code. - Dose and route filled in. Both come from the product you choose. - Name only when you need it. If the strength isn't known, chart the name on its own. Tip Correcting a medication To swap a medication already on the chart for the right product, open it and choose Change. #### A simpler visit dock The dock at the bottom of a visit now shows what kind of visit it is, Video call or In person, with its status underneath: when a video call starts, when it's live, or that you're ready to record. To switch between video and in person, use Edit visit. You can record video visits too. The record button sits next to Join a call, beside the transcription setting and the button that copies the patient's link to the call. Hover over any of them for a short explanation. Video visits: record, copy the patient's link or join the call. In-person visits: one button to start recording. ### Diagnoses by the level, and a booking page that takes payment | Ona Release Notes URL: https://ona.health/release-notes/diagnoses-and-booking-page Release notesSeptember 13, 2026·v2026.09.13·New · Improved #### Diagnoses by the level, and a booking page that takes payment Adding a diagnosis is now a search-then-narrow flow through the ICD-10 hierarchy, and the public booking page has been rebuilt around three steps with pay-before-you-book for the services you choose. 3 min read 3 min read· New #### Pick a diagnosis level by level The add-diagnosis dialog is a different shape. Type a condition and the matches land in the first column; open one and its more specific codes appear in the next, and the next, until you reach the code you actually mean. The path you took stays visible, so "L70 → L70.3" reads as a decision, not a lookup. Every code carries its billability. Category headers are marked not billable and the leaves that can go on a claim are marked billable, so the code you send to the front desk is the one the payer will accept. The selection line at the foot of the dialog always shows the full code and its official description before you commit. Search once, then narrow column by column. Deeper codes open a third column; the chosen path is summarised at the bottom. #### Dialogs changes - Search, then narrow. Matches on the left, more specific codes to the right. Arrow keys move between rows, → opens a column, ↵ confirms. - Billable at a glance. Categories that cannot be claimed are labelled, so you don't discover it at scrubbing time. - Custom entry stays. For a condition without a code, or a code you already know, Custom entry in the search bar skips the columns. - One shell for every record. Diagnoses, observations, allergies and medications now share the same dialog frame and action bar, so the buttons are where you left them. Tip Keyboard first The hints along the bottom of the dialog are live: ↑↓ chooses, → opens, ↵ goes to the next step, ⌘↵ jumps straight to a custom entry. Improved #### A booking page that takes payment The public booking page is now three steps: what, when, confirm. Packages sit above single visits, each with its included visits and price, and services you have flagged pay upon book are collected before the visit exists. Once the patient reaches the confirm step their time is held for 30 minutes while they pay on Stripe; if they don't, the slot is released. The summary rail on the right follows the patient down the page and shows what is due now, so there is no surprise at the end. Packages and single visits on one page; pay-upon-book services are labelled. Clinician, day, time. The week strip keeps the whole month a click away. Confirm, sign in, pay. The slot is held while checkout runs. #### Booking page changes - Three steps, one summary. Service, date and time, confirm. The rail on the right is editable at every step. - Pay before you book. Mark a service or package as pay upon book and the patient is taken to Stripe Checkout; the visit is confirmed the moment payment lands. - Holds, not double bookings. A 30-minute hold protects the slot during checkout and expires on its own. - Choose what appears. Under Settings → Booking page, decide which services and packages are shown and drag them into the order you want. Note Paying without an account Patients sign in or create an account at the confirm step. Their choices survive that round trip, and the receipt goes to the email they signed in with. ### Introducing release notes | Ona Release Notes URL: https://ona.health/release-notes/introducing-release-notes Release notesSeptember 10, 2026·v2026.09.10·New #### Introducing release notes Ona now has a public changelog. Every meaningful change to the platform gets an entry here, written for the people who use it. 1 min read 1 min read· New #### One place for what changed Ona ships improvements every week, and until now most of them arrived quietly. From today, each release gets a short entry on this page: what changed, why it matters, and where to find it in your workspace. Entries are listed newest first and tagged new, improved or fixed, so you can tell at a glance what kind of change each one is. #### What to expect - Written for clinics. Each entry describes the change from the point of view of the person using it, with screenshots where they help. - Notable releases in the dashboard. When a release is worth knowing about, a short What's new card appears at the foot of the sidebar for your team. Dismiss it once and it stays dismissed, on every device you sign in from.