Sutter Health’s Behavioral Health Transformation – Solutions to Reduce ED Boarding
A complimentary, members-only webinar
October 8, 2025 | 9:00 - 10:00AM PT
Join Hospital Council — Northern & Central California for an exclusive webinar spotlighting the groundbreaking work of Sutter Health’s Mental Health Patient Access Center. Discover how this innovative initiative is transforming behavioral health care delivery through a strategic blend of technology, centralized coordination, and data-driven decision-making.
This session will explore how Sutter Health has implemented a real-time patient access center to streamline psychiatric patient flow, significantly reduce emergency department boarding times, and enhance operational efficiency. Attendees will gain insights into the tools and strategies used to improve staff collaboration, implement transparent reporting systems, and foster a culture of continuous improvement across multiple sites.
Key takeaways:
How centralized operations and predictive analytics are reshaping behavioral health care.
Practical strategies for improving psychiatric patient throughput.
Lessons learned in building a scalable and transparent reporting infrastructure.
The impact of technology-driven collaboration on staff effectiveness and patient outcomes.
Don’t miss this opportunity to learn from one of California’s leading health systems as they share a replicable model for innovation in behavioral health.
Troy Nelson Senior Director Mental Health Access Sutter Health Troy Nelson brings over 25 years of health care leadership experience to his role as Senior Director of Mental Health Access at Sutter Health. He oversees the Mental Health Patient Access Center and telepsychiatry program, managing care coordination for more than 51,000 patients experiencing acute psychiatric crises annually across Sutter’s 21 emergency departments. Known as an “air traffic controller” for behavioral health, Troy leads system-wide initiatives that integrate technology, improve patient flow, and enhance staff efficiency. His work has been instrumental in reducing psychiatric emergency department boarding and fostering a culture of continuous improvement in behavioral health operations.
Shana Palmieri, LCSW(Moderator) Co-Founder & Chief Clinical Officer XFERALL, LLC Shana Palmieri is a licensed clinical social worker and Co-Founder of XFERALL, a national healthcare technology company improving access to behavioral health care through real-time digital coordination. With over 20 years of experience in emergency psychiatry, crisis intervention, and health care leadership, Shana has led significant initiatives to streamline psychiatric care and reduce ED boarding.
Katrina Tuioti-Falatea Operations Manager, Enterprise Contact Center After Hours & Sutter Mental Health Sutter Health Katrina is an Operations Manager for the Enterprise Contact Center, currently supporting Sutter Mental Health and the After Hours answering service for multiple divisions, including Greater East Bay & San Francisco, Sacramento, Central (Gould), and Silicon Valley. With over 20 years of contact center and management experience, Katrina has dedicated the last 12 years to Sutter Health, where she has cultivated a profound expertise in clinical access and behavioral health services. Her work has focused on refining processes, building strong cross-functional relationships, and driving strategic improvements that enhance both the customer and employee experience.
Members $0 (no tuition fee)
While this event is free for CHA members you must register to attend. Registration includes all webinar materials.
Special Accommodations or Questions: If you require special accommodations pursuant to the Americans with Disabilities Act, or have other questions, please call (916) 552-7637.
