Newly created role reflects WebPT’s 2025 strategic focus on performance and delivering a five-star Member experience
WebPT, the leading rehab therapy platform empowering providers with innovative solutions to enhance patient care and drive business success, announces the appointment of Suzanne Cogan as its new chief customer officer. In this role, Cogan will lead WebPT’s customer-facing teams, including Member success, support, onboarding, and education, to elevate the Member experience and drive sustainable, long-term growth for the company.
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Reporting directly to CEO Andrea Facini, Cogan will be charged with unifying and scaling WebPT’s post-sale operations across more than 7,000 Member clinics. With more than two decades of leadership in healthcare technology, she brings deep operational expertise in customer excellence, implementation, and scalable service delivery.
“Suzanne’s appointment reflects our steadfast commitment to our Members, and marks a critical next step in our 2025 strategic priority to embrace our core mission and deliver a five-star Member experience,” said Facini. “Platform performance and Member experience are the foundation of everything we do this year. Suzanne’s proven ability to lead through transformation and deliver high-impact results makes her the right leader to carry this pursuit forward.”
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This new role is part of WebPT’s broader commitment to delivering an exceptional Member experience, from onboarding and everyday support to industry insights and thought leadership. Year to date, WebPT is proud to have achieved customer satisfaction (CSAT) scores exceeding 90%. The impact is already resonating with clinic teams, with Members describing their experience as completely turned around and the best onboarding experience they have ever had.
Prior to WebPT, Cogan most recently served as chief operating officer at Aspirion, a revenue cycle management company that assists in resolving complex medical claims. Her career also includes leadership roles in patient engagement, clinical documentation, and population health companies, where she led initiatives that improved client satisfaction and operational efficiency. At WebPT, Cogan will focus on accelerating WebPT’s progress in promoting a high-performing, data-driven culture of continuous improvement across the Member journey.
“I’m energized by WebPT’s vision and values, and excited to contribute to a mission that’s improving healthcare through rehab therapy,” said Cogan. “From onboarding to support and education delivering an excellent experience with our solutions, to actionable industry insights and advocacy, we’re focused on creating meaningful, lasting value for our Members and empowering them to better serve their patients. In my role, the company will be able to respond more quickly to feedback, innovate based on real-world insights, and create even more value for our Members.”
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Source – PR Newswire
