Mia: Primary Care AI Agent at Ochsner Health

Patient Frequently Asked Questions

• Who is Mia?

  Mia is an AI-powered health agent from Ochsner developed to support patients between visits through reminders, check-ins, and scheduling support. Mia helps you stay connected to your care. Mia supports your care. It does not replace your doctor or care team.

• What kind of things will I be contacted about?

  Mia may reach out about things like:

  • reminders for screenings, labs, or follow-up visits 
  • medication or symptom check-ins 
  • scheduling recommended care 
  • a few questions to help your care team prepare for an upcoming visit 

• Why is Ochsner introducing Mia?

  We are introducing Mia to help patients stay connected to their care and feel supported along the way. Mia helps your care team follow up, stay coordinated, and make it easier for you to stay on track with your care. 

• How does Mia work with my doctor?

  Mia will help improve your upcoming visit by connecting with you beforehand, letting your care team know exactly what is on your mind and what you want to address in the visit. This helps make visits more focused and meaningful. If you accidentally miss a follow-up, Mia will get you back on track. 

• How do I know this isn’t a scam? How will I be contacted?

  When Mia contacts you, you will receive phone calls or text messages from an Ochsner number: 504-842-2500. Please save this number as a contact - “Mia from Ochsner” - so you recognize the outreach.

  • Mia will identify herself as an AI health agent from Ochsner Health
  • Mia will ask you to confirm your date of birth to verify your identity with Ochsner
  • Mia will never ask for passwords, payment information, or sensitive financial details. 

• Is texting with Mia secure?

  Mia uses standard text messaging to reach you, and standard SMS is not a secure channel. This means there is a risk that unauthorized third parties could view or intercept these messages. We limit what Mia includes in text messages to reduce this risk, and we encourage you to use MyOchsner for any detailed health information. If you would prefer not to receive text messages from Mia, you can opt out at any time by replying STOP to any Mia text, or by contacting your Ochsner care team. 

• What kind of information does Mia have access to?

  Mia only accesses information your care team has specifically selected to support your care between visits. This may include:

  • Confirming your next appointment
  • Updating your current medications
  • Scheduling a screening or annual wellness visit  

  Mia does not access or use information beyond what is needed to support your care. All information is handled securely and in compliance with Ochsner privacy policies.

• Can I speak to a human instead?

  Yes. Interacting with Mia or any other AI agent at Ochsner is optional, and you can opt out at any time. Many patients are surprised at how natural, intuitive and helpful the experience feels. If you prefer to speak with a live representative, notify Mia and she will transfer you to the Ochsner Contact Center right away.  

• What if I ask a question Mia can’t answer? Can I ask Mia to transfer me to other departments?

  Mia can help with common questions. If Mia is not able to help, you will be connected to a member of our care team for support. You can also ask to be transferred to the Ochsner Contact Center for live assistance.

• How do I stop receiving messages or calls from Mia?

  You can opt out of Mia at any time. To stop text messages, reply STOP to any text from Mia. To stop phone calls, tell Mia during a call that you want to opt-out, unsubscribe, or describe that you no longer wish to receive these calls in the future, or contact your Ochsner care team directly. 

• Will Mia take the place of my doctor or nurse?

  No, Mia does not replace your doctor, nurse, or care team. Mia is an AI assistant that helps with simple, routine tasks like reminders and check-ins between visits. This allows your care team to spend more time focused on your care. Mia does not diagnose or treat patients. Your care team makes all decisions about your care and stays involved every step of the way. 

• What can't I use Mia for?

  Mia is designed to support reminders, check-ins, and scheduling between visits. Mia cannot be used to notify your provider of a change in personal information, such as a change of address, phone number, or insurance coverage. To make a change like this, please contact your provider's office directly or update your information in MyOchsner. Mia also cannot be used to file a formal complaint about a healthcare provider or staff member. For complaints, please use the channels listed on Ochsner.org or contact Ochsner Patient Relations directly. Mia is not for medical emergencies. If you are experiencing a medical emergency, call 911 or go to the nearest emergency room immediately. 

• How often will Mia contact me, and will I be charged?

  The number of messages or calls you receive from Mia depends on your care plan and the reminders your care team has set up for you. Message frequency varies. There is no charge to you or your insurance for using Mia, and nothing will be billed to you or your insurance. Message and data rates may apply based on your phone plan. For information on how Ochsner handles your personal information, please review our Privacy Policy.

• Can I call Mia?

  Mia cannot support incoming calls and texts at this time.

• What languages can Mia speak?

  Right now, Mia communicates in English. We are working to offer more languages in the future. 

• If I'm contacted by Mia before my appointment, will I still be prompted to complete ePre-Check in MyOchsner?

  Yes, ePre-Check is a separate process and will continue as it does today to collect important information, such as insurance updates, before your visit.

• Have I consented to receive calls from AI agents?

  Yes. When you sign Ochsner’s consent to treat form, you authorize us to contact you using a variety of methods, including pre-recorded messages, automated systems and AI agents. This consent allows us to share important reminders, instructions, or updates in ways that are timely and efficient.

  It is important to know that:

  • These tools are used only for communication and support tasks, not for diagnosing or replacing your care team.
  • You will always know when you are interacting with an AI agent.
  • You can choose not to continue an AI conversation if you would prefer to speak with a person directly.

  Your consent ensures that we can reach you in the most effective way possible, while still keeping you in control of how you receive information. 
   

• Who do I contact if I have questions or concerns about Mia?

  If you have questions about a message from Mia or want to speak with someone about your care, please contact your Ochsner care team directly, or call Ochsner at 1-866-624-7637. You can also email PrimaryCareofTheFuture@Ochsner.org for non-urgent questions about Mia.