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Meet Emma

We've added something new to the phones here at MFM Health, and we wanted to take a minute to tell you about it.

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When you call us, you'll now be greeted by Emma, an AI assistant who can help you take care of a few things right then and there. She's not here to replace our team. She's just here to help when you need something straightforward done.

Here's how Emma can help you:

  • Schedule appointments with:

    • Adult Primary Care and MFM Express/ Urgent Care, 

    • Dermatology

    • Gastroenterology

    • Sports Medicine/Orthopedics

  • Confirm existing appointments across all departments

  • Request a prescription refill

  • Look up your upcoming visit details

  • Take and send a message to your care team

  • Connect you with any other department

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Emma is available during our regular phone hours. If you call after hours, our nurse triage line is there for anything urgent.

Tips for Speaking to Emma

Talking to Emma is simple. Just say what you need, for example:

  • "I need to make an appointment with dermatology." 

  • "I'd like to reschedule my primary care visit." 

  • "Can you connect me with women's health?"

  • “I need to refill a prescription.”

 

If you need to reach a specific department, mentioning it by name helps Emma get you there faster.

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Need to speak with someone directly? Just tell Emma who you're trying to reach. The more specific the better — something like "I need to speak with someone in billing" or "can you connect me with the dermatology team" helps make sure you get to the right person on the first try, without any extra back and forth.

FAQs

Is Emma a real person?

No, Emma is an AI assistant, but she's been set up specifically for MFM Health and knows our services well. If you'd prefer to speak with a staff member at any point, just say so and she'll connect you.


What if she doesn't understand me?

Just repeat yourself or try rephrasing. Emma is patient and will keep listening. You can also say "I need to speak with someone" at any time and she'll get you to the right person.


What if I speak slowly or have an accent?

That's completely fine. Emma is designed to understand a wide range of accents and speech patterns. Taking your time actually helps. There's no rush.


Can Emma access my medical records?

Emma is connected to our patient portal through Athena, so she can look up appointment information on your behalf. She does not have access to your full medical records, and everything is fully HIPAA-compliant.

 

What can Emma actually do?

Quite a bit. She can schedule appointments for Adult Primary Care, MFM Express (Adult Urgent Care), Dermatology, Gastroenterology, and Sports Medicine. For all other departments she can confirm your existing appointments but not schedule new ones. She can also request prescription refills, look up upcoming appointment details, send messages to your care team, and connect you with any department at MFM Health.


What if I just want to speak with someone?

Absolutely, just let Emma know who you're trying to reach. Telling her the department or reason for your call helps her connect you to the right person on the first try. "I need to speak with someone in billing" or "can you connect me with the dermatology team" works perfectly. That way you're not connected to one person only to be passed along again.

 

When is Emma available?

During our regular phone hours. After hours, our nurse triage line is available for urgent needs.


Is my information safe?

Yes. Emma runs through Athena, our secure patient portal system, and is fully HIPAA-compliant.

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