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Date: October 8, 2025
Time: 9:00 – 10:00 a.m. PT
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.
Having problems joining the webinar?
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For additional assistance and other inquiries, email CHA’s Education Department at education@calhospital.org.