---
title: "AI assistant questions at Sutter Health"
description: "Get answers to common questions about Emmie, the AI-powered chat assistant in My Health Online. Learn what Emmie can do, how to opt in or out, and how your privacy is protected."
url: "https://www.sutterhealth.org/patient-resources/my-health-online/help-center/emmie-ai-assistant-questions"
---

1.  [Home](https://www.sutterhealth.org/) /
2.  [Patient resources](https://www.sutterhealth.org/patient-resources) /
3.  [My Health Online](https://www.sutterhealth.org/patient-resources/my-health-online) /
4.  [Help center](https://www.sutterhealth.org/patient-resources/my-health-online/help-center) /
5.  Emmie - AI assistant FAQs

# Emmie - AI Assistant Questions

**Section menu**

-   [Help center](https://www.sutterhealth.org/patient-resources/my-health-online/help-center "Help center")
    -   [Account and technical FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/account-technical-questions "Account and technical FAQs")
        
    -   [Billing and insurance FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/billing-and-insurance-questions "Billing and insurance FAQs")
        
    -   [Care and clinical FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/care-and-clinical-questions "Care and clinical FAQs")
        
    -   [Emmie - AI assistant FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/emmie-ai-assistant-questions "Emmie - AI assistant FAQs")
        
    -   [Sansum patients FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/sansum-patients "Sansum patients FAQs")
        
    -   [Video Visit FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/video-visit-questions "Video Visit FAQs")
        

-   [Help center](https://www.sutterhealth.org/patient-resources/my-health-online/help-center "Help center")
    -   [Account and technical FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/account-technical-questions "Account and technical FAQs")
        
    -   [Billing and insurance FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/billing-and-insurance-questions "Billing and insurance FAQs")
        
    -   [Care and clinical FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/care-and-clinical-questions "Care and clinical FAQs")
        
    -   [Emmie - AI assistant FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/emmie-ai-assistant-questions "Emmie - AI assistant FAQs")
        
    -   [Sansum patients FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/sansum-patients "Sansum patients FAQs")
        
    -   [Video Visit FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/video-visit-questions "Video Visit FAQs")
        

Getting Started

**What is 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.

**Is Emmie available to all patients?**

Yes. Emmie is available to all patients. You can access Emmie directly from the homepage of [My Health Online](https://myhealthonline.sutterhealth.org/mho/Authentication/Login "My Health Online")after you sign in.

**Where does Emmie appear in My Health Online?**

Emmie appears on the [My Health Online](https://myhealthonline.sutterhealth.org/mho/Authentication/Login "My Health Online") homepage after you sign in.  There’s no separate app or download.

Capabilities

**What kinds of questions can Emmie help with?**

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.

**What can’t Emmie do?**

Emmie can’t schedule or cancel appointments, send messages to your care team, diagnose you or replace a provider or care team.

**Can Emmie give medical advice?**

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.

**Is Emmie replacing human support or care teams?**

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.

Feedback & Support

**What should I do if I disagree with an answer Emmie gives me?**

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.

**How is feedback collected?**

Patients with access can submit feedback directly in Emmie using thumbs‑up or thumbs‑down, which is reviewed as part of ongoing improvement.

**What if I need technical support while using Emmie?**

Call [800-4-SUTTER](<tel:\(800\) 478-8837>) if you have questions or need support.

Privacy & Security

**Can Emmie see everything in my chart?**

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.

**Does Emmie work with proxy accounts?**

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.

**Is Emmie safe and secure?**

-   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. 

**Can my provider see my chat history with Emmie?**

No, Emmie chat logs aren’t stored as part of your legal medical record and your provider won’t see them.

Emmie - Billing

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**.

**Where does Emmie for Billing appear in My Health Online?**

For billing related help, navigate to the **View & Pay Bill** activity in [My Health Online](https://www.sutterhealth.org/patient-resources/my-health-online), locate the guarantor account you have questions or concerns about, and click the button that says "**Get help from Emmie**".

**What is Emmie for Billing?**

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](https://www.sutterhealth.org/patient-resources/my-health-online).

**What can Emmie for Billing help with?**

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.

**Can Emmie explain my bill?**

Yes. Emmie can help explain balances, charges, billing information, and common billing terms displayed in [My Health Online](https://www.sutterhealth.org/patient-resources/my-health-online).

**Can Emmie help me make a payment?**

Yes. Emmie can help patients complete bill payment transactions through available payment options in [My Health Online](https://www.sutterhealth.org/patient-resources/my-health-online).

**Can Emmie help me set up a payment plan?**

Yes. Emmie can help eligible patients explore and establish available payment plan options.

**Can Emmie tell me why I owe a balance?**

Yes. Emmie can explain common reasons for patient balances, including deductibles, copays, coinsurance, and insurance processing outcomes.

**Can Emmie answer questions about my insurance and billing?**

Yes. Emmie can provide general explanations about insurance-related billing topics and how insurance impacts patient responsibility.

**Can Emmie help me find financial assistance information?**

Yes. Emmie can provide information about available financial assistance programs and help patients find additional resources.

**Can Emmie answer questions about multiple bills?**

Yes. Emmie can explain why patients may receive separate bills for different services or providers.

**Can Emmie provide account-specific billing information?**

Yes. Emmie can use billing information available within [My Health Online](https://www.sutterhealth.org/patient-resources/my-health-online) to help answer questions about a patient's account.

**Can Emmie update my billing account or insurance information?**

No. Patients should contact Customer Service for account updates, insurance changes, or corrections that require staff review.

**Is my billing information secure when using Emmie?**

Yes. Emmie operates within [My Health Online](https://www.sutterhealth.org/patient-resources/my-health-online) and follows the same privacy and security protections as the rest of the platform.

**Can billing staff see my conversation with Emmie?**

No. Emmie conversations are not part of the patient's medical record and are not visible to billing staff.

**What happens if Emmie cannot answer my billing question?**

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.

We're here to help

### Visit our help center

Find answers to frequently asked questions.

[View help center faqs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center)

### Chat with us

Get help with technical support questions. Available weekdays, 7:00 am – 7:00 pm.

### Call us

Call 800-4SUTTER. Available weekdays, 7:00 am – 7:00 pm.

[800-4SUTTER](tel:+18004788837)

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