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.
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.
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.
Operations Manager
Director of Project Management
Sr. Project Manager/Analyst
Sr. Project Manager/Analyst
Director of Recruiting
Project Manager/Analyst and Compliance Manager
Project Manager/Analyst
Project Manager/Analyst
Business Intelligence Consultant
Project Manager/Analyst and Manager of Onboarding
Project Manager/Analyst
Project Manager/Analyst
Project Manager Analyst
Project Manager/Analyst
Accounting and Benefits Manager
Project Manager Analyst
Project Manager/Analyst
Lead CATI Phone Survey Quality Control Consultant
Surveyor Operations Manager
Surveyor Onboarding Coordinator
CATI Phone Survey Quality Control Consultant
CATI Phone Survey Quality Control Consultant
CATI Phone Survey Quality Control Consultant
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.