Emmie - AI Assistant Questions
Emmie for Billing is an AI-powered assistant that helps patients understand billing information, answer common billing questions, and find relevant billing resources within My Health Online.
Yes. Emmie is available to all patients. You can access Emmie directly from the homepage of My Health Onlineafter you sign in.
Emmie appears on the My Health Online homepage after you sign in. There’s no separate app or download.
Emmie can help you navigate My Health Online, answer general health questions, and find or summarize information already visible in your chart — such as notes, results, past visits or messages.
Emmie can’t schedule or cancel appointments, send messages to your care team, diagnose you or replace a provider or care team.
Emmie can help provide general health and wellness education and guidelines related to your care, but doesn’t give personalized medical advice or make care decisions. Emmie is not intended for use in the diagnosis of disease or other conditions, or in the cure, mitigation, treatment or prevention of disease. Emmie is also not intended to replace, modify or be substituted for a physician's professional clinical judgment.
No. Emmie is designed to help patients find information and navigate My Health Online more easily, not replace care teams or support staff. Depending on the situation, Emmie may suggest you schedule an appointment to talk with your care team.
You can use the thumbs‑up or thumbs‑down to provide feedback in Emmie. Follow up with your care team for any health‑related concerns.
Patients with access can submit feedback directly in Emmie using thumbs‑up or thumbs‑down, which is reviewed as part of ongoing improvement.
Call 800-4-SUTTER if you have questions or need support.
No. Emmie can only see information visible to you in My Health Online and follows all existing privacy, proxy and confidentiality rules.
Currently, Emmie can’t access chart information from non-Sutter organizations linked through Care Everywhere.
Yes. Emmie can only see what you can see, so if you have proxy access to another account, Emmie will help you within those same permissions.
- Emmie operates within My Health Online and follows the same privacy and security protections as the rest of the platform.
- Emmie doesn’t have the ability to add or update any information in My Health Online or your medical record.
- Emmie uses generative AI, a technology that can sometimes make mistakes. Talk to your provider before making decisions that could affect your health.
No, Emmie chat logs aren’t stored as part of your legal medical record and your provider won’t see them.
At the moment, Emmie for Billing and the Emmie on the main homepage are separate and can help with different types of questions. Use the main Emmie for medical questions and Billing Emmie for billing-related concerns.
For billing related help, navigate to the View & Pay Bill activity in My Health Online, locate the guarantor account you have questions or concerns about, and click the button that says "Get help from Emmie".
Emmie for Billing is an AI-powered assistant that helps patients understand billing information, answer common billing questions, and find relevant billing resources within My Health Online.
Emmie for Billing can answer billing questions, explain balances and billing terminology, help patients make payments, set up payment plans, and find financial assistance resources.
Yes. Emmie can help explain balances, charges, billing information, and common billing terms displayed in My Health Online.
Yes. Emmie can help patients complete bill payment transactions through available payment options in My Health Online.
Yes. Emmie can help eligible patients explore and establish available payment plan options.
Yes. Emmie can explain common reasons for patient balances, including deductibles, copays, coinsurance, and insurance processing outcomes.
Yes. Emmie can provide general explanations about insurance-related billing topics and how insurance impacts patient responsibility.
Yes. Emmie can provide information about available financial assistance programs and help patients find additional resources.
Yes. Emmie can explain why patients may receive separate bills for different services or providers.
Yes. Emmie can use billing information available within My Health Online to help answer questions about a patient's account.
No. Patients should contact Customer Service for account updates, insurance changes, or corrections that require staff review.
Yes. Emmie operates within My Health Online and follows the same privacy and security protections as the rest of the platform.
No. Emmie conversations are not part of the patient's medical record and are not visible to billing staff.
If Emmie cannot answer a question or complete a request, it will direct the patient to the appropriate Billing Customer Service team for additional assistance.