New York City-based outpatient mental health provider Resilience Lab has officially opened its headquarters in the Flatiron District, marking a significant step in the adoption of a hybrid therapy model. This model balances the convenience of telehealth with the personal connection of in-person visits, enabling the organization to offer flexible, accessible mental health care tailored to diverse patient needs.
Origins Rooted in Accessibility and Neighborhood-Based Care
Founded in July 2019, Resilience Lab began with a mission to make therapy more accessible by establishing a network of small, neighborhood-based offices throughout New York City’s boroughs. Co-founder and Chief Clinical Officer Christine Carville described this approach as a way to “integrate therapy into patients’ neighborhoods and routines.” By locating offices close to where patients live, Resilience Lab aimed to reduce barriers such as travel time and stigma, helping mental health care become a seamless part of daily life.
This hyper-local model was designed around the belief that mental health services should not be a burden or require long commutes but rather be easily reachable, encouraging consistent engagement and better outcomes.
Rapid Pivot to Telehealth During the Pandemic
In early 2020, as the COVID-19 pandemic gripped New York City—then the U.S. epicenter of the crisis—Resilience Lab was forced to reconsider its in-person approach. With the first wave hitting hard from March through June, and safety concerns paramount, the company quickly closed all physical offices and shifted 99.9% of its services to telehealth within just one week.
CEO Marc Goldberg recalled, “We just shut it down,” underscoring how swiftly the company reacted to ensure continuity of care amid lockdowns and social distancing mandates. This rapid telehealth transition was vital to protect patients and staff but also marked a significant departure from the original neighborhood-based care model.
Listening to Clinicians and Reintroducing In-Person Care
As the pandemic situation stabilized, Resilience Lab began conversations with its clinicians, carefully assessing their readiness and desire to return to in-person sessions. Over six months of dialogue, the clinical team expressed a strong preference to maintain some in-person presence, valuing the unique therapeutic benefits of face-to-face interaction.
Goldberg noted, “We talked to our clinician for six months. We said, ‘Do you want to come back? Do you believe that it’s important for us to have an in-person presence?’ And the message was yes. So we’re doing it.” This input was key in deciding to adopt a hybrid therapy model, one that integrates both telehealth and in-person care to provide comprehensive support.
Launching a Hybrid Therapy Model with the Flatiron Headquarters
The newly opened headquarters in the Flatiron District, featuring six therapy rooms, will serve as a central hub for in-person sessions. It is expected to facilitate approximately 20% of Resilience Lab’s New York sessions, while the remaining 80% will continue via telehealth. This balance reflects the company’s commitment to the hybrid therapy model, combining the strengths of each format.
By blending telehealth’s accessibility with the therapeutic depth of in-person care, Resilience Lab aims to provide flexible options suited to each patient’s needs, preferences, and circumstances.
Benefits of the Hybrid Therapy Model for Patients and Clinicians
Co-founder Christine Carville highlighted that the hybrid therapy model is particularly beneficial for certain populations. Young patients and those experiencing severe trauma, for example, often require more intensive, collaborative care that in-person sessions can better facilitate. Having both options available ensures a more patient-centered approach.
Additionally, physical office spaces allow clinicians to build stronger connections with patients, fostering trust and engagement in ways that can be more challenging through a screen.
Carville also noted that in-person environments promote a sense of community and collaboration not only among patients but within the clinical team itself. “So I see us having in-person environments as being another opportunity for us to create community and collaborate in a way that wasn’t available to us before,” she said.
Expanding Reach Across the Tri-State Area
Alongside reopening physical offices, Resilience Lab has expanded its coverage throughout New York, New Jersey, and Connecticut, now serving an estimated 33 million residents in-network with UnitedHealthcare and Humana. This regional expansion complements the hybrid therapy model by widening access to both telehealth and in-person services across a broad area.
Future Flexibility and Ongoing Adaptation
Goldberg emphasized that the future mix of telehealth and in-person care remains uncertain and will evolve with changing social patterns. “Telehealth utilization is linked to how people live their lives, which are in flux because of the pandemic,” he said. The hybrid therapy model provides the flexibility needed to adapt as the nature of work, urban living, and personal preferences continue to shift.
“We will see, we will iterate,” Goldberg added, signaling a commitment to ongoing evaluation and adjustment based on patient outcomes and needs.
Commitment to Quality Over Cost
While reopening offices entails additional expenses, Resilience Lab prioritizes quality of care over short-term financial considerations. Goldberg explained, “This is all leading to, ‘What are you building?’ Are you building for sustainability … Or are you building for short-term EBITDA? We’re building for quality of care whatever the cost is.”
The company views the hybrid therapy model as a long-term investment in better patient experiences and outcomes, not just operational efficiency.
Conclusion
Resilience Lab’s adoption of a hybrid therapy model reflects the evolving landscape of mental health care in a post-pandemic world. By blending telehealth’s convenience with the connection of in-person visits, the company is pioneering a flexible, patient-centered approach designed to meet diverse needs.
With its new Flatiron headquarters and regional expansion, Resilience Lab exemplifies how mental health providers can innovate thoughtfully—preserving accessibility, fostering therapeutic relationships, and building sustainable care models for the future.
This hybrid therapy model stands as a promising path forward, offering greater choice and quality for patients and clinicians navigating an ever-changing healthcare environment.
