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. Mr. Robledo has been invited to speak on topics ranging from service excellence, PCMH, and employee engagement and retention at numerous conference. 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, cycling, and mountain biking.
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 Duesterheft
Director of Analytics and Compliance
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
Flor E. Robledo
Director of Recruiting
Breanna Thomson
Project Manager/Analyst
Katie Ward
Project Manager/Analyst
Tyler Rohrs
Project Manager/Analyst
Marshall MacNabb
Business Intelligence Consultant
Katie Boyce
Project Manager/Analyst/Training Specialist
Katie Boyce 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, Ms. Boyce 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, Ms. Boyce 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.
Lauren Tidman
Project Manager/Analyst/Electronic Survey Research Specialist
Chelsie Bell
Project Manager/Analyst/Behavioral Health Specialist
Chelsie Bell is a graduate of the West Virginia University with a B.S. Degree in Psychology. Ms. Bell has also earned a M.Ed. Masters of Education in curriculum and instruction from George Mason University (Fairfax, VA). Building on her academics, Ms. Bell is a Registered Behavioral Health Technician with extensive experience working in a behavioral health clinical setting interacting with patients and using advanced analytical techniques to measure treatment outcomes, which include Applied Behavioral Analysis.
Scott Hektner
Project Management and Business Development Specialist
Jackie Fink
Contracting Coordinator
Roberta Soria
Human Resources Administrator
Denise Agramonte
Lead Quality Control
Erika Rodriguez
Quality Assurance and Coaching
Nancy Echevarria
Quality Assurance and Coaching
Lucy Gonzalez
Quality Control and Questionnaire Standardization Support
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.