Our goal is for patients to receive the right care at the right time. Alongside our Clinical Quality team, our Patient Programs team partners with providers to ensure safe, ethical, patient-centered care, especially when care becomes complex.
Patient Programs is your go-to resource for patient safety and clinical risk, care coordination, and clinical grievances, helping you navigate challenging situations with clarity, compassion, and compliance with best practices.
What Patient Programs Covers
Patient Safety and Clinical Risk
Our Patient Safety and Clinical Risk (PSCR) team helps:
- Identify, evaluate, and respond to suicide/ homicide risk, interpersonal violence, severe psychiatric symptoms, hospitalizations, and other adverse events including patient or provider death.
- Provide specialized individual or group consultation and support to providers with high-risk patients.
- Triage and follow-up with providers on patient crisis hotline utilization.
- Complete patient safety chart reviews and share practical recommendations.
- Provide resources for best practices in proactively managing clinical risk such as safety planning, risk assessments, and level-of-care decisions.
How to contact
- Submit the PSCR Form to report an adverse event/incident or to request a Patient Safety consultation. A specialist will respond within one business day for moderate to high risk situations.
Care Coordination
Our Care Coordination team helps:
- Support patients to connect to Higher Levels of Care (HLOC) including IOP, PHP, and/or community resources including support groups.
- Educate patients and providers on care options within Rula and in the larger healthcare system.
- Develop relationships with Preferred Partners to facilitate care coordination and step-up/down.
How to contact
- Submit the Provider Referral Form to request internal referrals within the Rula network and external referrals outside of the Rula network.
Clinical Grievances
Our Clinical Grievances team helps:
- Investigate and respond to patient or payor grievances concerning professionalism, discrimination, clinical quality, or breaches of confidentiality.
- Provide non-judgemental, feedback and professional support to providers.
- Educate patients about clinical care and assist patients to rematch to another Rula provider.
How to contact
- Contact Rula Support if you have questions or need to file a complaint or grievance.
The Patient Programs Team Members
Susan Foosness, MSW, MPP, Director of Patient Programs
Susan is a clinical leader with a foundation in direct practice and more than 20 years of experience advancing behavioral health care. Trained as a child and family therapist, Susan spent the early part of her career delivering care in community-based and school settings, specializing in trauma, family systems, and culturally responsive approaches. Her clinical work continues to inform her leadership philosophy and her commitment to supporting both patients and providers.
Susan holds master’s degrees in Social Work from the University of Washington and Public Policy from Duke University. At Rula, she serves as Director of Patient Programs, where she oversees patient safety, clinical escalations, and care coordination throughout the patient journey. Susan is especially focused on strengthening support for high-risk patients, optimizing patient-provider matching, and ensuring that clinical quality is embedded across the care experience.
Greg Hale, PsyD - Sr. Patient Programs Manager (he/him)
Dr. Hale has been a mental health clinician for over 30 years, working in both clinical and administrative mental healthcare roles, including diverse settings and diagnostic focus. Having a passion for patient safety and clinical risk in telemental healthcare, Dr. Hale is the guru of Patient Safety at Rula. His role includes oversight of the patient safety clinical risk programs, with emphasis upon ensuring the highest level of patient safety and provider support. He holds a PsyD and M.A. in Psychology, B.S. dual degrees in Psychology and Business Management, with undergraduate degrees in aerospace technology and management. He is a Licensed Mental Health Counselor, patient safety clinical risk manager, forensic evaluator, PTSD expert, US military veteran, and licensed pilot.
Kristy Paterson, LMFT, Patient Programs Manager (she/her)
Kristy is a seasoned clinical leader and licensed Marriage and Family Therapist dedicated to advancing a culture of patient safety and clinical integrity within telebehavioral health services. She holds a BS in Psychology, Health and Wellbeing from Chapman University of Orange County and an MS in Psychology from California Polytechnic State University.
Kristy came to Rula in 2024, with over a decade of experience in building clinical teams, supporting provider growth, and embedding evidence-based practices and patient safety across care delivery. As the Patient Programs Manager, she continues to focus on supporting clinicians and building provider-friendly systems/ tools to drive measurable improvements in patient outcomes.
Outside of work, you’ll likely find her outdoors, lost in a heartfelt book, or enjoying a nourishing meal with her husband and their two children.
Bettina D'Andrea, NP, Psychiatric Patient Programs Specialist, (she/her)
Bettina is a board-certified Psychiatric Mental Health Nurse Practitioner and experienced clinical leader with expertise in advancing quality of care, improving patient outcomes, and supporting provider growth through evidence-based practice and compassionate collaboration. She holds a Bachelor of Arts in Biology with a minor in Philosophy from Mount Holyoke College, a Bachelor of Science in Nursing from Johns Hopkins University, and a Master of Science in Nursing with specialization as a Psychiatric Mental Health Nurse Practitioner from Eastern Kentucky University.
In 2025, Bettina joined the Patient Program Specialist Team at Rula, bringing more than a decade of experience spanning inpatient psychiatry, outpatient care, and telehealth leadership. Prior to Rula, she served as Lead Inpatient Psychiatric Nurse Practitioner in Baltimore City, where she led clinical quality initiatives, implemented care protocols, and mentored new clinicians. She also continues her passion for teaching as Adjunct Clinical Faculty preparing the next generation of PMHNPs.
Outside of her professional roles, Bettina is typically found planning her next travel adventure, exploring nature with her husband and St Bernard, or spending time with family.
Renee McClellan, LMFT, Patient Programs Specialist (she/her)
Renee is a Licensed Marriage and Family Therapist (LMFT) with over ten years of experience in community mental health. She brings clinical leadership and a deep understanding of quality assurance, with a particular focus on proactive risk mitigation, process improvement, and operational efficiency.
Renee has specialized in working with individuals experiencing crisis and homelessness, and she is passionate about supporting both clients and clinicians through conflict resolution and collaborative problem-solving. She enjoys the investigative aspects of clinical quality work and is dedicated to promoting safe, ethical, and effective care across the board.
Outside of her work at Rula, Renee enjoys playing recreational ice hockey, camping and spending time in nature and baking delicious sweet treats.
Emily Farabee, LCSW, Patient Programs Specialist (she/her)
Emily brings over a decade of clinical experience to her role supporting patients and providers. A native of Los Angeles, Emily completed her MSW at New York University where she worked in HIV health and pursued additional training in psychodynamic psychotherapy.
In the last several years, Emily has focused on ensuring quality care in the emerging mental health tech space. She also maintains a small private practice and is pursuing certification in Internal Family Systems. Emily loves travel, vintage treasures, jigsaw puzzles, and musical theater.
Precious Holmes, Sr. Care Coordinator, (she/her)
Precious has been with Rula for nearly five years, beginning as a Scheduling Specialist and transitioning into Care Coordination after two years.
Prior to Rula, Precious worked as a Project Coordinator at Tesla, overseeing a high volume of solar projects from contract signing through permission to operate. She also spent three years as a Personal Care Assistant, supporting children and adults with mental and physical disabilities in managing daily routines and household responsibilities. These experiences strengthened her compassion, empathy, and patience—qualities that continue to shape her client-centered approach. Precious enjoys partnering with patients and providers to navigate the mental health system and ensure each client is connected to the level of care that best meets their needs.
In her spare time, she enjoys playing tennis, solving puzzles, watching movies, attending live comedy shows and concerts, and spending time with friends and family.
Alejandra Gutierrez, Care Coordinator, (She/her)
Alejandra has been with R for nearly three years and brings several years of experience in mental health, including crisis support and case management. She’s passionate about meeting patients where they are in their journey and helping them take the next best step—whether that means connecting to a higher level of care or finding a better provider match.
Outside of work, Alejandra enjoys reading and experimenting in the kitchen, especially recreating her favorite restaurant dishes. She also prioritizes finding new ways to relax and recharge, helping her show up as her best self while supporting patients each day.
Jannalee Casas, Care Coordinator, (She/her)
Jannalee has proudly supported clients and providers at Rula for the past two years. She brings over seven years of experience in the mental health field, with a strong background in crisis intervention and family support.
Before joining Rula, Jannalee worked with children and families on a mobile response team, delivering on-the-ground crisis intervention. This experience deepened her appreciation for empathy, patience, and timely care when supporting individuals through their most challenging moments.
What she values most about this work is the opportunity to support clients who are struggling, offering compassion and understanding. She also takes pride in partnering with providers—facilitating effective communication, educating on higher levels of care, and fostering collaboration to keep care moving smoothly.
Outside of work, Jannalee enjoys spending quality time with her family and taking time to recharge, so she can continue showing up with care and dedication.
Humna Ali, Care Coordinator (she/her)
Humna is an associate social worker on Rula’s Care Coordination team and takes pride in supporting patients through every step of their care journey. With over 10 years of experience in the mental health field, she brings a thoughtful, patient-centered approach to help Rula clients succeed. Humna has worked with people from diverse backgrounds and life experiences, and she focuses on collaborating closely with patients and providers to overcome barriers to accessing care.
In her free time, she enjoys spending time with her family, reading, and taking road trips across the country.
Yema Caramba-Coker, Care Coordinator, (she/her)
Yema is the newest member of the Care Coordination team. She joined Rula after completing her Master’s in Social Work, where she focused on clinical practice and mental health advocacy. Prior to Rula, she worked in behavioral health and wellness settings, supporting patients through care coordination and group facilitation. She is passionate about making mental healthcare accessible and personalized for every patient.
Outside of work, Yema loves to travel and spend time with family and friends. She has also picked up coloring as a creative outlet to unwind at the end of the day.
Chelsey Roberts, MS, MSc, LPC, Patient Programs Specialist (she/her)
Chelsey brings a strong clinical foundation to her work supporting patients and providers. She holds dual master’s degrees in Clinical Mental Health Counseling and Women’s Health and has extensive experience working with trauma and addictions across diverse care settings.
Alongside her systems-focused role, Chelsey maintains a small private practice and remains deeply committed to thoughtful, ethical care. She values nuance, collaboration, and creating spaces where both clients and clinicians feel supported in complexity.
Outside of work, Chelsey is an avid reader of literary fiction, a devoted coffee enthusiast, and loves meaningful travel and discovering new places.
Liz Sakatos, LPC-MHSP, Patient Programs Specialist
Liz is a Licensed Professional Counselor with over 16 years of experience supporting adults navigating anxiety, depression, toxic family dynamics, and complex relationship patterns. As a Patient Programs Specialist, she brings more than a decade of experience supporting and navigating safety and quality virtual care to clients and clinicians across the United States.
In addition to running a private practice, Liz has supported and educated licensed providers by teaching continuing education courses and offering peer consultation on clinical cases. She is deeply passionate about supporting clinicians through challenging cases, safety concerns, and the ongoing work of balancing high-quality clinical care with building an ethically sound and sustainable practice.
Lauren Mollica LMFT, MS, Patient Program Specialist
Lauren Mollica is a Licensed Marriage and Family Therapist with 10+ years of experience supporting individuals, couples, and families. Lauren has years of experience partnering with providers in many clinical settings to navigate complex clinical cases, promoting safety, quality, and thoughtful decision-making. She has a background in trauma, attachment, and perinatal mental health and is especially passionate about helping clinicians feel confident and supported in their work.
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