Who We Are
Since 2003, the mission of The Crossroads Group is simply to help organizations hear and respond the voice of the customer/stakeholder and report findings in manner which facilitates effective follow-up action at all levels (from senior leadership to front-line staff).
Initially specializing in healthcare (and now serving almost any industry), The Crossroads Group has designed and implemented hundreds of client and employee survey projects over fifteen years. We currently administer over a hundred ongoing survey projects across the country and enjoy a client-retention rate of over 90% for patient and employee survey projects. This loyalty can only result from personalized service (we listen to our clients), a quality survey product at all levels (from questionnaire design to reporting), combined with a great value in terms of cost. We also adapt to the ever-changing needs of our clients.
The Crossroads Group also is experienced in providing services for pharmacies, specialty care centers (e.g. Nephrology), Emergency Rooms, and hospitals. The Crossroads Group also is experienced working with health plans and health plan surveys and has provided services in other industries such as education, residency programs, and banking and has implemented several custom surveys to assess special programs or grant-funded projects.
How Are We Different?
Just as important as what we do, is how we operate, according to core values which are unchanging and are fueled by a genuine desire to serve our clients.
Personalized Service
Healthcare Industry Experience
Actionable Reporting
Our Founder
Mark E. Robledo, MBA
Founder & President
Mark served as an organizational development and process improvement consultant as Vice-President of a highly-regarded consulting firm and for HRSA prior to founding the The Crossroads Group in 2003.
Through engagements with clients in a wide range of industries, Mark recognized the need for actionable client, stakeholder, and employee survey feedback process. Over many years, this led to the development of unique measurement and reporting approach which actually provided valid, reliable, and actionable feedback. Mark has been a frequent speaker for primary care associations (pre-COVID) as well as the Commonwealth Purchasing Group on a range of topics related to patient and employee experience and also support client with strategic planning. Mark also assumes a lead role in custom questionnaire design, scripting, and testing as well as special projects. In his spare time, Mark enjoys traveling with his wife and three daughters, working out, cycling, and mountain biking.
Our Survey Project Administration Team
Chris Copeland
Director of Operations
Lisa Marie Duesterheft
Director of Project Management
Wendy Lu
Business Intelligence Manager
Wendy is a Texas A&M graduate who earned her Master’s degree in Economics and Research and has corporate market research experience prior to joining the Crossroads Group. Wendy manages over 16 individuals handling 14 ongoing patient and employee survey projects across 4 languages. She plays a key role in ensuring that randomized sampling sequences are built into project-specific sampling procedures and macros and oversees quality control for Mandarin and Cantonese language survey projects. Wendy is also assuming a lead role in database platform management and integration with online reporting, as well as sampling roster macro programming. In her spare time, Wendy enjoys reading, staying fit, playing tennis, and cooking.
Sarah “Danni” Beatty
Project Manager/Analyst
Barbara Connell
Call Center Operations Manager
Breanna Thomson
Sr. Project Manager/Analyst and Compliance Manager
Katie Ward
Sr. Project Manager/Analyst
Katie Musick
Project Manager Analyst Training & Onboarding Manager
Katie is a graduate of Tarleton State University with a B.S. degree in Mathematics. Following a brief period focusing on mathematics instruction at the secondary school level, Katie transitioned into a Project Manager Analyst role at the Crossroads Group in 2019 and is currently managing several projects. Merging her knowledge and experience with instructional design and education, strong people skills, with her analytical, statistical, and mathematical abilities, Katie has been highly effective in her role as a Project Manager Analyst and in the role of training new Project Manager Analysts and developing/facilitating a training program.
Catherine Lindley
CAHPS Project Manager Manager/Analyst
Molly Jones
Project Manager/Analyst
Zachary Harper
Project Manager Analyst
Andrew Grant
Innovation & Applications Manager
Krislyn Bramwell
Accounting and Benefits Manager
Meagan Yarbrough
Project Manager Analyst
Sarah DeGarmo
Project Manager/Analyst
Denise Agramonte
Lead CATI Phone Survey Quality Control Consultant
Lucy Gonzalez
Surveyor Operations Manager
Melinda Duran
Surveyor Onboarding Coordinator
Sarah Elena Harper
Project Manager Analyst
Crystal Guerrero
CATI Phone Survey Quality Control Consultant
Geneva Rodriguez
CATI Phone Survey Quality Control Consultant
Andrea Samaniego
CATI Phone Survey Quality Control Consultant
Not Shown: a team of over fifty individuals dedicated to providing quality interviews of healthcare patients in five languages.
Our Commitment to Your Privacy
Protecting your privacy is an important priority to The Crossroads Group, Inc. We realize that health is a personal, private subject matter, and we want you to be comfortable while engaging with our representatives. All information collected and stored by The Crossroads Group, Inc. is considered Protected Health Information (“PHI”) and is governed by laws that apply to that information, such as the Health Insurance Portability and Accountability Act (HIPPA). No mobile phone information or other personal health information will be shared with any third parties for any purposes other than for the completion of surveys and/or market research related activities; this includes text messaging originator opt-in data and consent and personal information. SMS Terms and Conditions:
The Crossroads Group, Inc. sends survey requests and short surveys used to rate performance in a healthcare environment with consent from the patient. Text messages are not sent without prior consent from the patient. Message frequency varies. Message and data rate may apply. Reply STOP to cancel. Text HELP to 817-566-5804 for help. Carriers are not liable for delayed or undelivered messages.
For Text Message: All mobile phone numbers are obtained by clients with usage and acquisition governed by the policies and procedures of the client organization and compliant with requirements related to the handling of protected-health information under the terms of HIPAA.
For more information, please do not hesitate to contact for a free no-obligation needs assessment and quote.