About Ochsner
Ochsner Health is the leading nonprofit healthcare provider in the Gulf South. Ochsner inspires healthier lives and stronger communities through our mission to serve, heal, lead, educate and innovate.
Ochsner's AI virtual assistant is a tool that works alongside our scheduling team to help you get the care you need. When you call Ochsner’s contact center, the virtual assistant can help route, confirm, book, reschedule, or cancel appointments, and answer common questions that do not require medical or health advice. If it can't resolve your request, it will connect you with a member of our team right away.
The AI virtual assistant works alongside our scheduling team to help with appointments and common questions that do not require medical or health advice. It does not review symptoms, give medical advice, or decide how quickly you need care. Whenever your request needs a human touch, it connects you with a member of our team.
Ochsner introduced the AI virtual assistant to give patients a self-service option for scheduling-related requests. The virtual assistant answers inbound patient calls and can help you book, verify, reschedule, or cancel appointments, or answer common questions that do not require medical or health advice.
The virtual assistant first listens to identify why you are calling. Then, it will either complete your request directly, connect you to a person on our scheduling team if your request is more complex and needs human expertise, or connect you to the right team who can help with your request.
Ochsner uses a few different AI assistants that help teams and patients with specific tasks. Mia and Clara are AI-powered health agents that help patients stay connected to their care between visits. Mia helps the primary care team follow up with patients and stay coordinated with their care plan. Clara helps patients pick up medications and collects information to help pharmacists resolve barriers to accessing medication. The AI virtual assistant is built specifically to help you schedule appointments; it does not provide medical or health advice.
We recognize many patients face unnecessary friction when reaching out for care or scheduling. The virtual assistant helps simplify your experience and frees our team to focus on patients’ scheduling needs that require a greater level of human expertise and judgment.
The virtual assistant can verify, reschedule, and cancel appointments across all service lines based on patient preferences. It can also schedule new appointments, right now for primary care, with other service lines to follow soon.
The virtual assistant offers available appointments based on the preferences you share for timing, location, and physician or advanced practice provider.
Yes, depending on your visit type and preferences, the virtual assistant can offer available appointment options across virtual and in-person formats.
No. The virtual assistant does not make clinical decisions or provide medical advice. If you have a clinical question or concern, the virtual assistant will connect you with a member of the Ochsner team who can help.
The virtual assistant will connect you with a live contact center representative if it can't locate the appointment you're asking about, you have a clinical question, or your request is more complex than routine scheduling. The virtual assistant will also connect you with a contact center representative if you request it.
Right now, the virtual assistant communicates in English. We plan to offer more languages in the future.
We want to hear from you and encourage you to share your feedback with your care team so we can ensure the AI virtual assistant delivers the best possible experience for our patients. You can also call Ochsner directly at 1-866-624-7637 or fill out this survey to share your feedback.