Staff approvals

The queue

One at a time, longest wait first

Letters, claims, appeals and bills the Agents prepared wait here for the person whose role decides them. Each shows what the Agent proposes, why it needs a person, and what is still missing.

Approve, edit, send back with a note, or skip.
Left waiting, it is re-sent, then raised to the clinic admin.
Every decision is kept with its name and time.

Screen recording of Sona Pro on the web; only waiting is cut.

Appeals

The appeal, drafted from the record

When a payer turns a claim down, the Claims Agent drafts the appeal from the signed note and the files on record. Each ground points at its source. Nothing is filed until billing approves it.

Screen recording of Sona Pro on the web; only waiting is cut.

Work the queue

Decide one, the next opens

Rebuilt from Approvals in Sona Pro. Approve, reject or skip with the buttons, or with A, R and S on a keyboard. Nothing you decide here is sent.

Up next 4Decided today 0

0 of 4 reviewed, oldest first

Care answers AgentHigh risk

Draft visit summary for Nur Aisyah binti Rahman

Why A summary for a patient always needs a person.

Record entryVisit note, 9 Nov 2026

ApproverClinician

Summary

You came in with discomfort in your upper stomach after meals for a week. It is gastritis, an irritated stomach lining. Your medicine: Omeprazole 20 mg, once a day before breakfast, for 14 days.

Waiting 1 day. Re-sent, then raised to the clinic admin.

The queue is clear

Every decision is kept with your name and the time.

Try it

Hold to approve

On iPhone an Approval is a press and hold, then Face ID. Let go early and nothing is sent. Try the hold here.

Proposed by the Care answers Agent

Draft visit summary

For Nur Aisyah binti Rahman. A summary for a patient always needs a person.

You came in with discomfort in your upper stomach after meals for a week. It is gastritis, an irritated stomach lining. Your medicine: Omeprazole 20 mg, once a day before breakfast, for 14 days.

Press and hold, or hold Space.

Approved

On iPhone, Face ID confirms it next. Then the Agent sends the summary to Nur Aisyah, in her portal.

Screen recording of Sona Pro on iPhone; only waiting is cut.

Approval rules

Your clinic decides what runs on its own

One rule per Skill: Auto runs on its own, Ask waits for a person, Off stops it. Anything that changes the clinical record or moves money is locked on Ask; no clinic can switch it off.

Screen recording of Sona Pro on the web; only waiting is cut.

In settings

The clinic admin sets each rule

A rule can be narrower than on or off: booking can run on its own only for free time within 7 days and only for existing patients, and wait for the front desk otherwise.

Book appointmentApprover: front desk

Auto

Auto only if Free time within 7 daysExisting patients only

Try a request

The Agent finds a slot
Within 7 days?YesNoNot checked
Existing patient?YesNoNot checked

Books on its ownKept with its name and time

Waits for front deskAn Approval in the queue

Rebuilt from Approval rules in Sona Pro settings. Nothing you try here is booked.

Your staff approve every risky step

Submit guarantee letter for Khoo Li Ying

One at a time, longest wait first

The appeal, drafted from the record

Decide one, the next opens

Draft visit summary for Nur Aisyah binti Rahman

Hold to approve

Draft visit summary

Your clinic decides what runs on its own

The clinic admin sets each rule

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