About Us

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 Robledo

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

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

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.

 

Chris Copeland, Operations Manager

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.

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Lisa Marie Morse, Director of Analytics and Compliance

Lisa directly manages the team of Project Manager Analysts at The Crossroads Group. She is an expert user of the various analytical and software products used to support the delivery of reports and analytics for clients on a range of platforms. She also oversees the quality review process for the organization as well as the company dashboard metrics. Lisa also manages several ongoing and special projects. In her spare time, Lisa enjoys spending time with her husband and son, running, caring for pets, and dabbling in other activities such as rock climbing, stretching, and running.
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Wendy Lu, 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. 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.
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Sarah ``Danni`` Beatty, Project Manager/Analyst

Sarah “Danni” Beatty earned a B.A. from the University of Alabama with a major in Advertising and Consumer Specialization and earned an almost-perfect 3.97 GPA.  Following two internships, one of which was with the West Alabama Chamber of Commerce, Sarah transitioned into the role of Market Research Manager & Analyst with EthniFacts, a firm near Dallas, TX. In early 2022, Sarah joined the team at The Crossroads Group and quickly immersed herself in a lead role for a wide array of important client projects, managing all aspects of the data collection, analysis, and reporting process as well as the client relationships.

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Barbara Connell

Barbara Connell manages a range of activities related to ensuring that the highest standards are met in relation to CATI bilingual survey data collection by phone and/or by mail. In addition to managing standard patient survey projects from our Keller, TX call center, Barbara also manages CAHPS Health Plan Surveys and special projects.

Barbara brings a wealth of experience in areas ranging from Facility Administration for Emergency Departments, serving as a Patient Care Coordinator, and coding. Barbara also has extensive experience with telephonic outreach, having facilitated marketing and recruiting telephonic outreach. Barbara has a very high attention to detail and a passion for ensuring that the highest standards of compliance and quality are always realized.

Barbara is outgoing, and energetic, and enjoys working with both clients and staff. In her spare time, Barbara enjoys spending time with her family.

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Breanna Thomson, Project Manager/Analyst

Breanna Thomson is an honors graduate of Texas Women’s University with a graduate degree in Computer Science. Her background in mathematics and coding, with experience using C/C++, Java, CSS5, Perl, and Python, has made Breanna and valuable and well-rounded member of the Crossroads Group team.  Breanna also assumes a lead role in strategic planning retreat preparation as well as strategic indicators and special projects. Breanna has experience managing a broad array of client projects in both areas related to patient experience and employee engagement and has been with the firm since January 2019.

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Katie Ward, Project Manager/Analyst

Katie is a graduate of The University of Texas with a B.S. degree in Mathematics Sciences- Statistics (cum laude graduate). Katie has academic and/or field experience with programming, computer science, actuarial modeling, and quantitative business analysis. Katie is the lead in-house Power BI project developer. Katie is a gifted communicator and currently manages several community health center patient survey projects. In her spare time, Katie enjoys dancing, working out, and spending time with family.

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Katie Musick, Project Manager/Analyst

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.
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Catherine Lindley, Project Manager Analyst

Cathy attended Purdue University Calumet as a Chancellor’s Scholar and earned her Bachelor’s degree in Marketing and Information Systems Management. She also earned her Master’s of Business Administration from the University of Southern Indiana with a concentration in Data Analytics.

Cathy has over 8 years of experience in analytics, beginning her career as a Marketing Analyst with a large event marketing corporation. She transitioned to healthcare in 2017 supporting a hospital Quality department with data analysis including ad hoc and standing quality, safety, and performance improvement reports. She was also involved in the collection and submission of the chart abstracted clinical data for the Hospital Inpatient Quality Reporting Program to the Center for Medicare & Medicaid Services.

Currently, Cathy is a Project Manager and Analyst at the Crossroads group where she manages 12 patient satisfaction and experience projects with over 7,000 surveys completed each quarter. She oversees all aspects of the survey projects from phone interview training, client relationship management, report design, analysis, and presentation of results.

While not immersed in survey research and analytics, Catherine enjoys spending time with her family and with friends.

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Molly Jones, Project Manager/Analyst

After graduating from the University of Alabama with a B.S. in Business Administration, Molly served in a variety of Operations and project roles with Valent Partners, The University of Alabama, and the Presbyterian Home Thrift Store. Molly is particularly skilled in areas related to compliance, client relationship management, training and SOP creation,  and HubSpot. At Crossroads Group, Molly specializes in leveraging all of these skillsets and experiences to help ensure high-quality patient survey results in reporting and actionability across all organizational stakeholders.

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Zachary Harper, Project Manager and Analyst

 

Academically, Zach is a graduate of Texas A&M University (College Station), with a B.S. from the College of Engineering while demonstrating leadership as the President of his fraternity. Prior to joining The Crossroads Group, Zachwas recruited by Ryder Integrated Logistics and was rapidly promoted into the role of Transportation Analyst. In this role, Zach fine-tuned proficiencies in Power BI and Excel to conduct pricing analyses and visualizations for Fortune 500 company clients. Zach is also proficient in R and Python as well as the Encore ERP System. While not working, Zach is an avid golfer, tennis player, and chef and enjoys spending time with his family.

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Andrew Grant, Innovation & Applications Manager

Andrew Grant joined the Crossroads Group in 2021 and provides outstanding service to clients while leading the company towards innovative process improvement and system applications. Andrew also plays a key role in managing the company’s OSMS platform for survey management. Leveraging both AI tools and other skill sets, Andrew has helped to develop new applications that have a direct and consequential impact on survey operations and reporting. Many of these innovations are piloted with projects that Andrew is directly managing.

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Krislyn Bramwell, Accounting and Benefits Manager

Krislyn is an experienced Accounting professional with extensive bookkeeping and accounting experience. Krislyn has specialized as a Senior Accountant, a Cost Accountant, a Controller, and an Auditor while serving in various roles. Krislyn is also a certified QuickBooks ProAdvisor who combines her professional acumen with strong inter-personal skills and teamwork and handles a wide array of responsibilities for the company.

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Meagan Yarbrough, Project Manager and Consultant

To Be Added Soon 

One of the newer members of the team, Meagan brings with her a B.S. Degree in Sociology with training in research methods, social data analysis, advanced statistics, and psychology. Prior to joining the Crossroads Group team, Meagan leveraged her experience in a Pediatrics practice coordinating insurance benefits between patients, providers, and insurance carriers. Meagan was also involved with the patient experience in all facets of care ranging from scheduling to check-out while ensuring compliance with HIPAA regulations. Meagan is a perceptive, personable, and innovative member of the team who loves to merge data and analytics with client relationship management and internal team support.

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Sarah DeGarmo, Project Manager and Analyst

Sarah joined Crossroads Group in 2021, having both clinical and administrative experience. Specifically, Sarah has extensive experience in science, analytics, supply chain management (aviation industry), project management, and client relationship management. In her spare time, Sarah enjoys spending time reading, with family, and with her pets.

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Denise Agramonte, Lead Quality Control

Denise has played a key role as both a surveyor and a trusted quality consultant for the Crossroads Group since 2012, leveraging attention to detail with outstanding communication and writing skills. Denise assumes a leadership role in developing quality control standards for live-person telephonic phone interviews in English and Spanish, developing metrics for evaluating quality control outcomes, communication methods between quality control and project management, as well as training materials for both quality control reviewers as well as surveyor interviewers. The attention to quality, integrity, and commitment to quality has been key in the establishment the survey culture for the organization. Denise has continued to further her professional studies and enjoys spending time with her family.

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Lucy Rodriguez, Quality Assurance & Coaching & Questionnaire Quality Control

Lucy began working with The Crossroads Group in 2017 and was quickly recognized for outstanding work in the area of patient survey interviewers. Lucy also supports the team with quality review of questionnaires to ensure consistency across languages. Her speed, professionalism, reliability, flexibility, and positive attitude resulted in her assuming a lead role in the evaluation of quality for other surveyor interviewers in 2019. Lucy also supports the company with the review of the organizational question bank and questionnaire standardization in English and Spanish and supports the Surveyor Onboarding team when needed. In her spare time, Lucy enjoys spending time with her family and serving in her church community.

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Melinda Duran, Surveyor Interviews and Onboarding

Melinda is a valuable member of the Crossroads Group team and the first person whom many prospective surveyors interact with. Melinda plays a key role evaluating the talent, interest, and character of new prospective surveyors, and guiding them through the process to ensure that our rigorous quality and productivity standards are met.

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Sarah Elena Harper

Sarah Elena worked for many years as a surveyor interviewer and quickly differentiated herself for her skillsets related to primary market research and designing communication content for clients and other stakeholders. Following graduation from Grand Canyon University with a B.S. degree in Management with a Minor in Analytics, Sarah Elena joined the Crossroads Group as a Project Manager Analyst in 2023. Sarah Elena is very well-rounded and has excelled in balancing quantitative analytical skills with strong interpersonal skills working with clients and team members. Sarah Elena is also an accomplished vocalist and musician, serving on the worship team in her church.  In her spare time, Sarah Elena also enjoys outdoor activities, travel, and playing the guitar.

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Crystal Guerrero, Quality Consultant

Crystal joined Crossroads Group in 2019 as a surveyor and was over time recognized for her reliability, quality, and professionalism.  Prior to joining The Crossroads Group, Crystal served for six years in the role of Supervisor for a bilingual research services firm. In that role, Crystal reviewed data obtained from interviewers from completeness and accuracy, making her a natural fit for the role in which she currently serves. Crystal is not only a great coach, but very efficient, conducting hundreds of quality reviews for the firm and helping to ensure that high quality standards are consistently applied across all interviews.

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Geneva Rodriguez, Quality Consultant

A certified interpreter with over five years of customer service experience (some in healthcare), Geneva joined Crossroads Group in early 2021 as a member of the contracting team and was quickly recognized for her reliability, quality, and attention to detail and became a certified Quality Assurance Coach and Reviewer in 2021. Prior to joining The Crossroads Group, Geneva served as a Customer Service Associate at American Specialty Health, handling high volume inquires and service recovery.

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Andrea Samaniego, Quality Consultant

Andrea joined Crossroads Group in 2021 as a surveyor and was quickly recognized by the quality team as well as project managers for her excellence in that role.  After completing thousands of interviews and consistently scoring at the top of the benchmark for quality, Andrea was invited to join the quality team. Prior to serving The Crossroads Group team, Andrea served in the Verizon customer service department managing customer accounts, resolving customer issues, supporting the live chat function, and otherwise supporting the team. Andrea also served an insurance company as a Virtual Customer Service Representative prior to joining Verizon.

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