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).
Specializing in healthcare, The Crossroads Group has designed and implemented hundreds of 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 (in other words, 9 out of 10 organizations which start with us continue with us for repeat-administrations of their survey). 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 Robledo, M.B.A: Founder and President of The Crossroads Group, Mr. Robledo served as an organizational development and process improvement consultant for many years prior to founding the The Crossroads Group in 2003. Recognizing the need for actionable patient survey feedback, Mr. Robledo developed and implemented the Rapid-Response Patient Survey SM in 2005 for a health center in Seattle, WA and shortly thereafter implemented a system for measuring and reporting employee satisfaction and engagement. Mr. Robledo currently speaks at primary care conferences on topics related to patient and employee experience, provides consulting services, and continues to be actively engaged with clients. In his spare time, Mark enjoys spending time with his wife and three children, working out, and cycling.
Our Survey Project Administration Team
Lance Rather
Director of Surveyor Operations
Lance Rather was a Summa Cum Laude graduate of Texas A&M University with a B.S. in Psychology. Since 2013, he has expanded his role and now oversees survey project and call center operations for over sixty ongoing survey projects, ensuring that project quality and reporting timeliness expectations are fulfilled. Mr. Rather is also an expert user of cloud server, webinar, call center, and advanced Excel applications as well survey reporting platforms. He assists with the operational start-up of survey projects in coordination with health center IT departments and Project Managers. Mr. Rather also manages several patient and employee survey projects as well as provider-retention survey projects. In his spare time, Lance enjoys working with his hands on varying projects related to his love for art work, from sculptural and watercolor to metal and wood working.
Lisa Marie Morse
Director of Analytics and Compliance
Lisa Marie Morse oversees the reporting and analytical quality of projects, compliance, and health center benchmarking. Ms. Morse is an expert user of the various analytical and software products used to support the delivery of reports and analytics for clients as well as Publisher. She also oversees the quality review process for the organization as well as the company dashboard metrics. She also manages over 12 individuals handling 7 ongoing patient and employee survey projects across 5 languages. She is also engaged in several special projects. In her spare time, Lisa enjoys running, taking care of her pets, and dabbling in other activities such as rock climbing, stretching, and running.
Wendy Lu
Sr. Project Manager/Analyst
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. Ms. Lu 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. In her spare time, Wendy enjoys reading, staying fit, playing tennis, and cooking.
Lezlie O’Bryant
Sr. Project Manager/Analyst
Brianna Findley
Project Manager/Analyst
Brianna Findley graduated from the University of Texas in 2014 with a B.S. Degree in Biology and Physics and partially completed as Master of Science in Computational Biology. She has also worked extensively as a Level II research technician at the University of Texas Southwestern Medical Center while also tutoring for two years at the Mathnaseum of North Dallas. In her spare time, Brianna enjoys volunteering at the Juvenile Diabetes Research Foundation. Her science research and mathematics background, combined with passion for serving the underserved and improving health-related outcomes, has enabled her to transition well into the arena of quality performance metrics and analysis for healthcare providers.
Samantha Bailey
Project Manager/Analyst
Mrs. Bailey is a graduate of The University of Texas with a B.A. in Mathematics and is a former active member of the Mathematics Association of America. She was also a member of the Phi Theta Kappa honorary society. Mrs. Bailey is a gifted communicator and currently manages seventeen community health center patient survey projects. In her spare time, Ms. Bailey enjoys spending time with her husband and children, reading, camping, and watching New England Patriots football.
Hannah Ligon
Project Manager/Analyst
Flor E. Robledo
Director of Recruiting
Marshall MacNabb
Business Intelligence Consultant
McKenzie Makovec
Project Manager/Analyst
McKenzie Makovec is a graduate of the University of Oklahoma with a B.S. Degree in Chemical Engineering and Business Administration (minor) and served as a Research Assistant working on a project to transform patient data into information supportive of research and field applications. Prior to her involvement at The Crossroads Group, Ms. Makovec gained valuable skills analyzing inventory for a manufacturing firm. Ms. Makovec currently manages several patient survey projects for The Crossroads Group and enjoys watching sports and reading in her spare time.
Alejandra Llanas
Surveyor Onboarding Coordinator
Karen Suesens
Finance
Denise Agramonte
Quality Control
Erika Rodriguez
Quality Control
Not Shown: a team of over fifty individuals dedicated to providing quality interviews of healthcare patients in five languages.
For more information, please do not hesitate to contact for a free no-obligation needs assessment and quote.