CoxHealth names Heather Swearengin as vice president of consumer experience

Heather Swearengin has been named as CoxHealth’s first vice president of consumer experience. In her new role, she will be responsible for the Office of Patient Experience and contact centers, as well as designing and implementing a comprehensive training program for all customer-facing employees to promote a patient-centered approach.

“Our Customer Experience strategic pillar places the customer and caregiver perspectives front and center in all of our consumer interactions,” says Amanda Hedgpeth, CoxHealth’s executive vice president and chief operating officer. “I am confident in Heather’s abilities to ensure our organization achieves our ambition of a frictionless consumer experience from end to end.”

The VP of consumer experience is a new role, created to meet the evolving needs of our customers. In recent years, health care has seen a monumental shift in customer expectations. CoxHealth has created this role to prioritize, centralize and strengthen our customer service efforts. The new role will ensure that our customers and caregivers remain the top priority in everything we do.

Swearengin will lead the development and execution of strategies to enhance the digital consumer experience across various platforms, while analyzing data and customer feedback to drive systematic improvements.

Swearengin has worked at CoxHealth for 21 years, in a variety of roles where she served as a liaison between our consumers and CoxHealth by listening to the voice of our customers and working with operational leaders to remove barriers, enhance services, and resolve issues.

For the last 13 years, she has served as Administrative Director of Business Development. Over the course of her career at CoxHealth, she has implemented several programs, including telehealth services, WorkComplete, Physician Relations services, and secret shopper programs. Swearengin has also been responsible for the administration of CoxHealth’s customer relationship manager software.

She received her bachelor’s degree in Human Services at Evangel University and is currently completing her master’s in business administration at Louisiana State University.

Swearengin will step into the new role effective Sept. 1, 2023.

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