Patient insurance and card scanning

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.

1. In the left sidebar, click Patients, then click the patient's name.
2. In the insurance section, select Add insurance.
3. Choose the payer and enter the member ID.
4. Fill in the subscriber, plan and address details you have.
5. 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 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.

How do I scan an insurance card?

Use Scan the insurance card while adding or editing patient insurance. Scanning fills what Ona can read, and the form stays editable.

1. In the left sidebar, click Patients, then click the patient's name. In the insurance section, select Add insurance, or select the edit button on an existing insurance row.
2. In Scan the insurance card, add a Front photo.
3. Add Back (optional) if you have it.
4. Select Scan and fill.
5. Review the filled fields against the card.
6. 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.

How do I edit insurance or view the card on file?

Edit an insurance entry from the patient's insurance list when a payer, member ID, subscriber or address detail changes.

1. In the left sidebar, click Patients, then click the patient's name.
2. Select the edit button on the insurance row.
3. If card photos are saved, review them in Card on file.
4. Select a Front or Back thumbnail to enlarge it.
5. Update the insurance details.
6. Select Save changes.

The row updates with the payer name and member ID. Insurance entries can also show Complete or Incomplete.

How do I remove insurance from a patient?

Remove insurance from the patient's record when that coverage should no longer be on file.

1. In the left sidebar, click Patients, then click the patient's name.
2. Select the remove button on the insurance row.
3. Read the confirmation message.
4. 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. The Patient intake section appears when insurance features are enabled.

1. In the left sidebar, click Settings at the bottom. In the settings menu, under Insurance, click Insurance.
2. In Patient intake, turn on Require insurance.
3. Let the setting save.

When Require insurance is on, patients must add at least one plan before they can finish intake. There is no skip option shown for self-pay patients, so they must contact the clinic.

What can't I do here?

Patient insurance and insurance settings have a few limits:

• You cannot save a blank insurance entry. Add insurance details before saving.
• You cannot scan a card without a Front image. Back (optional) is not required.
• You cannot upload card images larger than 10 MB.
• Scanning does not replace values already filled in on the form.
• 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 details counted by Ona's insurance completeness check. In the left sidebar, click Patients, then click the patient's name. Open the row and review the insurance details.

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.

Does scanning save the card photo?

When you save the insurance after scanning, the card photos are saved with that insurance entry. They appear under Card on file 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.