Across the healthcare ecosystem, hybrid behavioral health care models are rapidly emerging as a way to integrate behavioral health into the full continuum of care. For San Clemente, California–based Crossover Health, this hybrid approach isn’t just a trend—it’s central to their mission and service delivery.
Founded in 2010, Crossover Health has built a comprehensive care model that connects patients with interdisciplinary teams of therapists, psychologists, health coaches, and other care providers. These services are delivered through a blend of in-person visits and telehealth, offering patients flexible, personalized options to access care. Since its inception, Crossover has raised an impressive $281.5 million in funding, underscoring investor confidence in its integrated approach to health care.
Employer Partnerships and Nationwide Reach
Crossover primarily serves patients through employer health plans, operating 34 employee campus clinics across the United States, along with eight shared locations in California, New York, and Texas. But its reach extends well beyond physical clinics—its telehealth services are available in all 50 states, making hybrid behavioral health care accessible regardless of geography.
Michael Boroff, Crossover’s mental health program manager, emphasized the importance of choice and accessibility: “What the virtual team and our physical centers allow for is people to choose how they want to access service. We think that’s what people want and will continue to want moving forward.”
Plans for individual users range from $200 for 30 days of services up to $1,500 for a full-year membership. Crossover has built strong partnerships with major employers including Apple, Amazon, Microsoft, Comcast, and CVS Health, helping hundreds of thousands of employees and their families access integrated care.
The Growing Demand for Behavioral Health Services
With approximately 430,000 eligible members, Crossover reported that mental health visits accounted for 14% of all healthcare visits in 2021. This reflects a growing demand for behavioral health services as awareness increases and stigma lessens.
Since 2017, Crossover has maintained a steady growth rate of about 30% annually, illustrating both rising utilization and the company’s expanding footprint.
Boroff spoke to the importance of a holistic approach to health: “Mental health doesn’t occur in a vacuum. What happens with our physical health impacts our mental health and vice versa. That’s why integrating behavioral health into primary care and the broader continuum is essential, and why hybrid behavioral health care is so effective.”
Addressing Gaps Highlighted by the Pandemic
The COVID-19 pandemic further exposed gaps in behavioral health care, with estimates showing that 55% of individuals experiencing mental health issues during the onset went untreated. Much of this was due to primary care providers lacking the time, resources, or training to properly address behavioral health concerns.
Boroff noted the challenges when care teams don’t communicate: “When the different care team members aren’t able to actively collaborate around care, it’s not a great care experience for the patient, and outcomes suffer.”
Since the pandemic, telehealth has played a pivotal role in Crossover’s behavioral health services. Between 80-85% of mental health visits now occur via telehealth—a number expected to grow. This shift reinforces the value of hybrid behavioral health care models that blend virtual and in-person options.
“One of the nice things about mental health is it transitions pretty seamlessly to virtual,” Boroff explained. “I do have folks that just really want to be back in the room with other human beings. But virtual is going to continue to play a big role for mental health in particular.”
Personalized, Collaborative Care Journeys
In 2021 alone, over 5,000 patients received behavioral health services through Crossover. The care team comprises roughly 90 therapists and 30-35 health coaches, forming a collaborative network focused on total health.
Starting care is simple: patients book appointments online and can either self-refer to specific services or receive warm handoffs to programs based on their needs. This smooth onboarding encourages early engagement.
Boroff highlighted how integrated care helps combat the stigma often associated with behavioral health: “Your primary care doctors can develop relationships with a therapist and say, ‘Hey, this therapist would actually be a great fit for you. Let’s get you set up with them.’”
This connection is crucial because siloed mental health solutions tend to reach only those already motivated to seek help. “When you lose integration, you lose the ability to work with people who are maybe a little more ambivalent and hesitant about mental health services,” Boroff said.
Patients undergo comprehensive screenings for common conditions like anxiety and depression, which guide care team assignments. For some, starting with a health coach or even an acupuncturist can be an easier entry point, gradually building trust and engagement.
Demonstrating Value with Measurable Outcomes
Crossover emphasizes value-based care, aiming to improve patient outcomes while reducing overall healthcare costs. According to the company, its integrated services have led to a 15% reduction in total healthcare costs for its members.
Patient satisfaction is high, with over 90% of members reporting that they “love” Crossover’s services. To substantiate these outcomes, Crossover partners with digital health company Tridiuum, which provides tools to track and analyze patient progress.
A key instrument used is the Behavioral Health Index (BHI), a six-question tool that assesses mental health status over time. Using the BHI, Crossover has found that its patients experience three times greater improvement in mental health compared to other care settings.
Boroff explained the importance of these metrics: “We really want to be able to show that the investments in mental health services yield outcomes—that people are getting better, and they’re getting better efficiently.”
Looking Forward: Expanding Hybrid Behavioral Health Care
In 2022 and beyond, Crossover plans to deepen its employer partnerships and expand coaching and virtual service offerings. Boroff believes hybrid behavioral health care will continue to be a cornerstone of their approach.
“The virtual team and our physical centers allow for people to pick and choose how they want to access service,” he said. “That’s what people want and will continue to want moving forward. That hybrid approach will continue to be a core part of what we do.”
As healthcare continues evolving toward more patient-centered, integrated models, Crossover Health’s hybrid behavioral health care approach stands out as a promising example. By seamlessly blending in-person and virtual care, connecting interdisciplinary teams, and using data-driven methods to track outcomes, Crossover is advancing the future of total health care.
