Mia: Primary Care AI agent

FAQs

• 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 is a secure and efficient way to enhance your healthcare experience. 

• What kinds 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 
  • help scheduling recommended care 
  • a few questions to help your care team prepare for an upcoming visit 

• Why is Ochsner introducing Mia?

  Our goal is to help patients stay connected to their care between visits and make it easier to stay on track with recommended screenings and follow-ups. 

• How does Mia work with my doctor?

  Mia helps extend care between visits by reinforcing care plans, reconnecting patients who may accidentally miss follow-ups, and collecting updates before visits. This can help make appointments more focused to address health needs. 

• 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.

  If you’re ever unsure, you can hang up and call Ochsner directly or leave a message for your care team. 

• 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. 

• 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. It is important to know that technology is part of Ochsner’s delivery of care and we encourage you to give Mia a try. 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 is designed to handle a wide range of inquiries, but if Mia is unable to assist, you will be transferred to the Ochsner Contact Center for live assistance. 

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

  No. Mia doesn’t diagnose or treat patients and does not replace our staff. We are using this AI tool to help us automate routine tasks, provide patients more connection points with their care team between visits, and give our team members more time to focus on the complex and human aspects of care. After each conversation, your care team will receive a summary of your call to stay informed. All decisions regarding your care remain with the physician and care team. 

• Why is Ochsner using AI like Mia?

  Mia helps us provide faster service to our patients while allowing our human representatives to focus on more complex or urgent needs. This means a better overall experience for everyone. 

• Will I be charged for interactions with Mia?

  No, there is no charge for interacting with Mia, and nothing will be billed to you or your insurance. Please note that standard text messaging fees may apply, based on your carrier plan.  

• Can I call Mia?

   Mia cannot support inbound calls and texts at this time but will be able to in the future.  

• What languages can Mia speak?

  For Mia’s initial launch, only English is available. Mia is capable of speaking multiple languages. We are actively working to establish a timeline for the introduction of additional languages. 

• 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. 

• Have I consented to receive calls from AI agents?

  Yes. When you complete 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’s 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’re interacting with an AI agent.
  • You can choose not to continue an AI conversation if you’d prefer to speak with a person directly.
  • Your consent ensures we can reach you in the most effective way possible, while still keeping you in control of how you receive information.