Whole-Person, Team-Based Care: Transforming Delivery with BHI Advisory Group Member Dr. Neftali Serrano

Visionaries in Action Series

Members of the California Quality Collaborative (CQC)’s Steering Committee and other committees comprise a diverse group of stakeholders from the health care industry — representing providers, health systems, payers, purchasers, government and advocacy organizations — whose leadership provides strategic direction and guidance for CQC’s quality improvement work to transform the delivery system. These stories offer a glimpse into some of the innovative work of these visionaries.

Dr. Neftali Serrano, Chief Executive Officer of the Collaborative Family Healthcare Association (CFHA), is a leading national advocate for team-based care, particularly in integrating medical and behavioral health providers into a cohesive care team. With over two decades of experience in clinical practice and program development, Dr. Serrano is dedicated to creating a more cohesive and patient-centered health care delivery system. As a member of the California Quality Collaborative (CQC)’s Behavioral Health Integration (BHI) Advisory Group, Dr. Serrano plays a vital role in shaping strategies to accelerate integration of behavioral health into primary care settings for independent California-based practices through CQC’s Behavioral Health Integration Initiative.

A Personal Commitment to Transformative Care

Dr. Serrano’s dedication to integrating behavioral health into primary care is driven by his personal journey and professional experiences. As a Hispanic immigrant from Queens, New York, who grew up in a working-class family without health insurance, he understands the challenges that vulnerable communities face when navigating a fragmented health care system. His early career as a behavioral health provider in a primary care clinic serving underserved families in Chicago highlighted the transformative potential of integrated, team-based care to provide patients with comprehensive medical and behavioral care in a single setting.

“When I started working in a primary care clinic with underserved populations in Chicago, it became clear to me—the power of operating in teams that facilitated seamless service delivery,” Dr. Serrano said. “Patients could see their physician and psychologist in the same visit, in the same room, and we could communicate together about what was needed.”

These experiences have deeply influenced his work at CFHA — an organization focused on supporting health care professionals in integrating physical and behavioral health — and his involvement in the BHI Advisory Group, where he advocates for health care models that are coordinated, accessible, and designed to meet the needs of all patients, especially those from marginalized communities.

Overcoming Challenges in Behavioral Health Integration: California’s Progress

The journey to fully integrating behavioral health into primary care settings in California has been fraught with challenges. Dr. Serrano points to several persistent barriers, including entrenched systems, insufficient training in team-based care and cultural resistance to change within practices and health systems. However, he remains optimistic about the progress being made. Through initiatives like CQC’s CalHIVE BHI improvement collaborative, CFHA, as a technical assistance partner to CQC, is working to address these challenges head-on, starting at the service delivery level and gradually building the necessary infrastructure and training programs to support integrated care. Dr. Serrano believes that making team-based care the centerpiece of health care delivery is key to achieving meaningful and lasting change for patients and providers.

Leveraging Technology for Better Care

A self-proclaimed tech enthusiast, Dr. Serrano is a strong advocate for leveraging digital tools to enhance team-based care. He sees tremendous potential in emerging technologies like artificial intelligence documentation software, which could automate administrative tasks and allow health care providers to spend more time focusing on patient care. Dr. Serrano also emphasizes the need for better measurement tools in behavioral health to enhance care quality. To support the broader adoption of integrated care models and improve patient outcomes across California, CFHA promotes investment in health technology infrastructure. In partnership with CQC, CFHA is advancing these efforts through the Cal-IN Peer Group, a virtual space in which professionals integrating behavioral health into primary care settings in California meet quarterly to connect, share and collaborate.

Looking to the Future: Long-Term Goals for Behavioral Health Integration

Looking ahead, Dr. Serrano is committed to supporting the long-term goals of CQC’s BHI Initiative, which include workforce training, aligning common solutions to support integration implementation and strengthening relationships with managed care organizations. He is particularly excited about CQC’s efforts to align payment and administrative requirements across various payers, a strategy he believes is essential to sustain team-based care. Dr. Serrano views these efforts as a critical step toward creating a more inclusive and effective healthcare system that truly meets everyone’s needs.

Guidance for Providers Seeking to Integrate Behavioral Health

To effectively navigate the complexities of integrating behavioral health services into primary care, Dr. Serrano offers several key recommendations for provider organizations:

• Start small. Implement pilot programs that can be scaled up as they prove successful.
• Build strong partnerships. Collaborate with stakeholders, including health care providers, payers and community organizations, to create a unified approach.
• Secure dedicated funding. Ensure sustainable integration efforts by obtaining financial support specifically allocated for these initiatives.
• Emphasize persistence and patience. Understand that the journey to integrated care is challenging but ultimately rewarding, requiring long-term commitment and resilience.

To learn more about Dr. Serrano’s work and CFHA’s initiatives, visit cfha.net.