Welcome to
Crossroads Group

Mark Robledo is the founder and President of The Crossroads Group, a business specialized in meeting all the survey needs of Federally-Quality Health Centers. Mark has been designing and implementing survey projects for over 25 years and holds a master’s in business administration and is six-sigma trained.
Mark started his healthcare journey in the late 1990s as a process improvement consultant for hospitals before working with FQHCs representing HRSA as a TA consultant focused on improving service excellence and processes for patients in the early 2000s. Recognizing the broader need among FQHCs to improve their patient and employee survey data collection and survey reporting efforts, Mark directed the focus of The Crossroads Group towards providing high-quality, actionable, cost-effective measurement of the patient experience and employee engagement specifically tailored towards the unique needs of FQHCs and other safety net providers and supportive of the dual goals of being both providers and employers of choice.

Breanna McClure joined The Crossroads Group in January 2019 and plays a key role in leading and supporting the project management team. In her role, she oversees and mentors project managers, manages compliance reporting and training, and leads internal survey initiatives to help measure and improve organizational performance. She also maintains and enhances special language questionnaires within Crossroads’ question bank, ensuring accuracy and accessibility across diverse patient populations. In addition, she has contributed to several strategic planning retreats and special projects, helping drive innovation and continuous improvement across the organization. She holds a bachelor’s degree in Computer Science from Texas Woman’s University, where she was part of the Honors Program, with a strong foundation in mathematics and coding. Outside of work, Breanna enjoys staying active and adventurous. She is an avid rock climber and has a passion for bucket-list experiences such as skydiving, snowboarding, and scuba diving. Breanna is also a published author and enjoys exploring new challenges both professionally and personally.

Wendy Lu is the Director of Analytics at CG, where she has led analytics and reporting initiatives since joining the company in 2015. She oversees the analytics team responsible for designing and maintaining real-time dashboards and reporting solutions that help clients better understand survey results and effectively monitor service performance.
Her expertise includes econometrics, data analysis, correlation analysis, regression modeling, and data visualization. She is also experienced in Python programming, database management, and Power BI development, leveraging these tools to transform complex data into actionable insights that support informed business decisions and operational improvements.
Wendy earned a Master’s degree in Economics, specializing in econometrics and data analysis, from Texas A&M University and holds the SAS Certified Advanced Programmer credential. When not working with data, she enjoys cooking, mountain biking and tennis.

Lisa Duesterheft serves as the Director of Project Quality at The Crossroads Group where she focuses on ensuring quality and consistency across all aspects of project management and client implementation. She also works closely with special projects and supports the onboarding and startup of new clients and survey initiatives.

Lisa joined The Crossroads Group in 2014 as a Project Manager and has held several leadership and operational roles throughout her career with the organization, including work in analytics, project management leadership, and is currently serving as the lead for the company’s CMS and NCQA CAHPS survey programs and certifications. Her broad experience across departments has provided her with a strong understanding of survey operations, quality standards, client relations, and healthcare research methodologies.

Lisa earned her degree in Environmental Studies and Sociology from Southwestern University. Prior to joining The Crossroads Group, she worked as a Research Analyst for a local health department, where she gained experience in research, data analysis, and public health initiatives.

As Director of Operations at Crossroads Group, Chris Copeland leads operational strategy and process improvement initiatives across the organization. Since joining the company in 2020, he has helped strengthen operational performance through workflow optimization, technology solutions, strategic planning, and data-driven decision-making.
Chris combines strong operational leadership with a technical background in Python and SQL, leveraging automation, dashboards, and analytics to improve workflows, increase visibility, and enhance organizational performance. He graduated at the top of his class from the University of Texas at Arlington Executive MBA program and earned a Bachelor of Science degree in Mathematics from The University of Texas at Austin. Outside of work, Chris enjoys spending time with his two daughters, running, and perfecting his homemade guacamole recipe.

Andrew Grant is the Director of Strategic Innovation at the Crossroads Group, where he leads the technical strategy and development behind the company’s core survey and reporting platforms. Since joining in 2021, Andrew has become the lead developer of FeedbackFusion, Crossroads’ client-facing reporting portal, as well as the internal systems and tools that power the organization’s operations.
Before joining Crossroads, Andrew applied his mathematical background to academic research in infectious disease.
Andrew holds a Bachelor of Arts in Mathematics from Winthrop University in Rock Hill, SC. He brings that same analytical rigor to his work at Crossroads, combining expertise in data infrastructure, cloud systems, and application development to build scalable solutions for healthcare survey operations. He is passionate about improving the client experience through technology and driving meaningful innovation across the Crossroads platform ecosystem.
Outside of work, Andrew enjoys mountain biking, sailing, and reading.

Shelley joined The Crossroads Group in 2024 as Director of Accounting and Human Resources, bringing a strong background in financial management, organizational operations, and employee support. She holds a Master of Science in Accounting and oversees the company’s accounting functions, payroll, benefits administration, compliance, and human resources operations.
With a detail-oriented and collaborative approach, Shelley is dedicated to maintaining financial accuracy, improving operational efficiency, and fostering a positive workplace culture. She works closely with leadership and staff to support the organization’s continued growth and commitment to excellence.
Outside of work, Shelley enjoys gardening, relaxing at the beach, and spending time with family and friends.

Danni joined the Crossroads Group in 2022 and has worked as a Project Manager & Analyst since then. She studied advertising and psychology at the University of Alabama, graduating Summa Cum Laude with a Bachelor of Arts in Communication and Information Sciences. Prior to joining the Crossroads Group, Danni worked in market research, with a focus on representing multicultural voices and experiences. She brings years of experience managing survey projects with varying objectives, complex sampling plans, and customized reporting. She manages a mix of ongoing and ad-hoc patient surveys, often working with clients to design custom surveys and reporting. Outside of work, Danni enjoys baking, listening to music, and spending time with her cats. When not home, she loves to explore her new home of Philadelphia with her friends.

Kate joined The Crossroads Group in 2026 as a Project Manager and Client Relations Specialist. She holds a Master of Public Health in Healthcare Management and a Bachelor of Science in Public Health from West Chester University of Pennsylvania. She brings six years of experience in healthcare quality improvement, value-based care initiatives, and data-driven performance management across primary care settings. Her background includes working with Medicare, Medicaid, and commercial health plans, as well as quality programs such as HEDIS, STARS, PCMH, and NCQA. She is passionate about improving patient outcomes and supporting high-quality, coordinated care. Outside of work, Kate enjoys gardening, exploring local flea markets, and spending time with her family and her two dachshunds.

Katie joined The Crossroads Group in 2019 as a Project Manager Analyst. She is a graduate of Tarleton State University and holds a bachelors degree in Mathematics. In this role, Katie has contributed to the successful planning and execution of projects while also dedicating time to training and mentoring new Project Managers, helping them develop the skills needed to thrive. Outside of work, she enjoys spending time with family and friends, valuing connection and balance alongside her professional responsibilities.

My background is in mathematics, and I have been with the company since 2019. In my role as a Project Manager & Analyst, most of my time is spent working with data and building reporting dashboards to help keep teams informed and on track. As an introvert, I enjoy spending my free time recharging with a good book.

Lindsay joined The Crossroads Group in 2024 as a Project Manager. She holds a Bachelor of Science in Education with a minor in Music from Texas Woman’s University. Her professional background includes experience in SaaS within the charitable giving space, where she has contributed to both product and project management initiatives. In her current role, Lindsay supports the successful execution of a high volume of projects while also developing training resources and materials for both new and existing team members. Her work plays a key role in supporting new initiatives and the company’s continued growth. She is particularly passionate about streamlining operational processes to drive high-quality, efficient outcomes. Outside of work, Lindsay enjoys music, reading, and spending time with her family.

Mikayla Caerbert joined CG in 2026 with a strong foundation in data analytics and project management. She holds a Bachelor of Science in Business Analytics from the University of Tennessee and brings proficiency in R and the full Microsoft application suite to every engagement — translating data into actionable insights that keep projects on track and teams aligned.
At CG, Mikayla serves as a Project Manager, where her analytical mindset and meticulous approach to organization enable her to guide complex initiatives from conception to completion with confidence and precision.
Outside of the office, Mikayla enjoys spending time with friends and family, exploring the outdoors, and staying active on the pickleball court.

Sarah started with Crossroads Group in 2021 and now is the Project and Online Applications Manager, specializing in employee surveys. She holds two degrees in Wildlife Biology, and from this, brings several years of analytical experience working with various types of data. This background has allowed her to effectively navigate working directly with clients to provide data-driven feedback. In her free time, Sarah enjoys reading, spending time with her cat, dog, and turtle, and volunteers with wildlife rehabilitation centers.

Sarah Elena serves as a Project Manager and Client Relations Consultant at The Crossroads Group, where she supports client relationships, business development initiatives, and survey project management for healthcare organizations across the United States. She joined The Crossroads Group in 2015 as a surveyor and has grown within the organization through years of hands-on experience and dedication to client success. Sarah can frequently be seen representing the company at conferences and trade shows.

Sarah Elena earned her degree in Business Management and Analytics from Grand Canyon University in Phoenix, AZ. Throughout her time at The Crossroads Group, she has managed a wide range of standard and customized survey projects, helping organizations improve patient experience, engagement, and satisfaction.

Zach is a Project Manager and Analyst at The Crossroads Group, where he has been a member of the team since 2023. He works to build and review Power BI reports for clients while also managing client relationships. Zach holds a degree in Industrial Distribution from the Texas A&M University College of Engineering. Outside of work, he enjoys playing tennis and fishing.

Lucila Gonzalez serves as Surveyor Operations Manager at Crossroads Group, Inc., where she oversees surveyor operations, softphone functionality, contractor coordination, training, and quality support initiatives. Since joining the company in 2017, Lucila has played an integral role in supporting operational efficiency and maintaining high standards across surveyor teams and project execution.

Prior to her current role, Lucila served in several positions within Crossroads Group including Surveyor, Quality Assurance Coach, and Contracting/Recruiter, giving her extensive knowledge of phone survey operations, quality assurance, and team development. Before joining Crossroads Group, she gained valuable administrative and operational experience working within the Irving Independent School District in multiple administrative support roles, as well as in office administration and payroll and bookkeeping positions.

Lucila is bilingual in English and Spanish and is experienced in operations management, customer service, training, translations, and administrative coordination. Outside of work, Lucila enjoys serving at church, spending time with her family, traveling, reading, and staying active through sports such as pickleball and volleyball.

Melinda is an experienced onboarding and coordination professional skilled in guiding new Surveyors through processes and training and company procedures. With strong communication and organizational abilities, I create a welcoming and supportive environment that helps new surveyors’ transition smoothly into their roles, known for attention to detail and relationship-building. Melinda is committed to improving onboarding experiences. I joined the Crossroads Grp as a Surveyor in 2016 and joined the team as a Surveyor Contracting Coordinator in January of 2022. Outside of work Melinda enjoys staying active at the gym and spending quality time with family, valuing balance, growth, and meaningful connections in both personal and professional life.

Karen Rodriguez is a Call Center Supervisor at Keller Call Center, where she oversees in-office surveyor teams and supports operational efficiency, quality standards, and performance across multiple projects. She joined the company in 2025 as a surveyor and quickly advanced into a leadership role.
Karen brings over four years of experience in the medical field, including work as a HEDIS Quality Coordinator alongside insurance providers such as UnitedHealthcare. She also has leadership experience in retail management, having been promoted to Store Manager at Buckle, and previously worked as a top-performing surveyor with The Crossroads Group. Karen completed her education in medical assisting, gained experience in medical coding and clinical settings. Outside of work, she enjoys spending time with her family.

Denise serves as the Quality Assurance (QA) Lead for The Crossroads Group (CG), where she oversees the Quality Team and the systems that support surveyor performance, consistency, and accountability.
She first joined CG in 2007 as a surveyor and returned in 2012 as a Project Manager. In 2013, she partnered with leadership to establish and formalize the company’s Quality Assurance function and its core standards and reporting processes.
With a background in operational leadership and organizational management, Denise focuses on strengthening accountability, maintaining quality standards, and supporting consistent performance across teams.
Prior to CG, she held confidential executive support and operational roles in both public and private sectors, including within a large California school district where she supported multi-department operations, managed large budgets, and contributed to board-level reporting and county-wide interview panels.
Denise holds a Bachelor of Science in Sociology & Psychology from Liberty University and an Associate of Arts degree and is a member of Phi Theta Kappa National Honor Society.
Known for her consistency, integrity, and reliability, Denise plays a central role in supporting quality and accountability across the organization.
Outside of work, Denise enjoys creating a peaceful and healthy home environment, staying active, traveling, and spending time with her family.

Andrea has spent her career helping people grow, learn, and deliver their best work. After earning her Associate’s degree in Business, she built a strong foundation in insurance training, customer service, and communications over ten years. She joined The Crossroads Group in 2021 as a surveyor and quickly found her passion for quality improvement, stepping into a Quality Assurance Coach role in early 2022. Today, she trains surveyors and partners with them to maintain high standards of performance, consistency, and data integrity. She is dedicated to helping teams deliver quality work and achieve strong, reliable scores.

Outside of work, Andrea is all about family life with her husband and three kids. When she’s not cheering them on or spending time together, you’ll probably find her crafting — crochet and diamond painting are her current favorites.

Crystal holds a Bachelor of Arts in Criminal Justice and brings more than a decade of leadership and operational experience to her role at The Crossroads Group. She spent six years supervising a surveying research company before transitioning into public safety, where she served as both a Sergeant and Lieutenant in a detention facility.
In 2019, Crystal joined The Crossroads Group as a surveyor, quickly establishing herself as a reliable and detail driven contributor. Her commitment to accuracy and process improvement led her to the Quality Team in January 2021, where she now serves as a Quality Assurance Coach.
In her current role, Crystal supports surveyors in maintaining high standards of performance, consistency, and data integrity. She is dedicated to helping teams deliver quality work and achieve strong, reliable scores.

Chris earned an Executive MBA degree from The University of Texas at Arlington, where he graduated in the top of his class. Chris also has an undergraduate degree in mathematics and prior to joining The Crossroads Group had experience in program management, management, process improvement, and education. Since joining Crossroads Group, Chris has made major contributions in a number of areas including project management, business development, IT cyber-security and infrastructure, and operations. Chris also serves as an in-house and external client-facing management consultant to help clients achieve measurable outcomes.

Chris earned an Executive MBA degree from The University of Texas at Arlington, where he graduated in the top of his class. Chris also has an undergraduate degree in mathematics and prior to joining The Crossroads Group had experience in program management, management, process improvement, and education. Since joining Crossroads Group, Chris has made major contributions in a number of areas including project management, business development, IT cyber-security and infrastructure, and operations. Chris also serves as an in-house and external client-facing management consultant to help clients achieve measurable outcomes.

Chris earned an Executive MBA degree from The University of Texas at Arlington, where he graduated in the top of his class. Chris also has an undergraduate degree in mathematics and prior to joining The Crossroads Group had experience in program management, management, process improvement, and education. Since joining Crossroads Group, Chris has made major contributions in a number of areas including project management, business development, IT cyber-security and infrastructure, and operations. Chris also serves as an in-house and external client-facing management consultant to help clients achieve measurable outcomes.

Chris earned an Executive MBA degree from The University of Texas at Arlington, where he graduated in the top of his class. Chris also has an undergraduate degree in mathematics and prior to joining The Crossroads Group had experience in program management, management, process improvement, and education. Since joining Crossroads Group, Chris has made major contributions in a number of areas including project management, business development, IT cyber-security and infrastructure, and operations. Chris also serves as an in-house and external client-facing management consultant to help clients achieve measurable outcomes.

Chris earned an Executive MBA degree from The University of Texas at Arlington, where he graduated in the top of his class. Chris also has an undergraduate degree in mathematics and prior to joining The Crossroads Group had experience in program management, management, process improvement, and education. Since joining Crossroads Group, Chris has made major contributions in a number of areas including project management, business development, IT cyber-security and infrastructure, and operations. Chris also serves as an in-house and external client-facing management consultant to help clients achieve measurable outcomes.

Chris earned an Executive MBA degree from The University of Texas at Arlington, where he graduated in the top of his class. Chris also has an undergraduate degree in mathematics and prior to joining The Crossroads Group had experience in program management, management, process improvement, and education. Since joining Crossroads Group, Chris has made major contributions in a number of areas including project management, business development, IT cyber-security and infrastructure, and operations. Chris also serves as an in-house and external client-facing management consultant to help clients achieve measurable outcomes.

Chris earned an Executive MBA degree from The University of Texas at Arlington, where he graduated in the top of his class. Chris also has an undergraduate degree in mathematics and prior to joining The Crossroads Group had experience in program management, management, process improvement, and education. Since joining Crossroads Group, Chris has made major contributions in a number of areas including project management, business development, IT cyber-security and infrastructure, and operations. Chris also serves as an in-house and external client-facing management consultant to help clients achieve measurable outcomes.

Chris earned an Executive MBA degree from The University of Texas at Arlington, where he graduated in the top of his class. Chris also has an undergraduate degree in mathematics and prior to joining The Crossroads Group had experience in program management, management, process improvement, and education. Since joining Crossroads Group, Chris has made major contributions in a number of areas including project management, business development, IT cyber-security and infrastructure, and operations. Chris also serves as an in-house and external client-facing management consultant to help clients achieve measurable outcomes.

Chris earned an Executive MBA degree from The University of Texas at Arlington, where he graduated in the top of his class. Chris also has an undergraduate degree in mathematics and prior to joining The Crossroads Group had experience in program management, management, process improvement, and education. Since joining Crossroads Group, Chris has made major contributions in a number of areas including project management, business development, IT cyber-security and infrastructure, and operations. Chris also serves as an in-house and external client-facing management consultant to help clients achieve measurable outcomes.

Chris earned an Executive MBA degree from The University of Texas at Arlington, where he graduated in the top of his class. Chris also has an undergraduate degree in mathematics and prior to joining The Crossroads Group had experience in program management, management, process improvement, and education. Since joining Crossroads Group, Chris has made major contributions in a number of areas including project management, business development, IT cyber-security and infrastructure, and operations. Chris also serves as an in-house and external client-facing management consultant to help clients achieve measurable outcomes.