Becker’s Healthcare Podcast Erin Shipley, CEN, MSN, RN, Vice President of Consumer Experience at Cooper University Health Care
Mar 9, 2026
Erin Shipley, CEN, MSN, RN, Vice President of Consumer Experience at Cooper University Health Care, is a registered nurse with 15 years in patient and consumer strategy. She talks about launching an ED-focused experience program. She explains patient ambassador rounding, giving staff Epic and tablet access, and priorities for improving access, throughput, digital growth, and mobile care for patients with IDD.
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Transforming The ED With Patient Ambassadors
- Erin launched the Cooper Experience Excellence Program to redesign the ED experience for patients, families, clinicians, and partners.
- They added patient ambassadors, focused on leader standard work and multi-role rounding, documenting 125,000+ rounds and raising likelihood-to-recommend above the 79th percentile.
Nonclinical Support Drives Clinical Experience Scores
- Nonclinical roles can materially boost clinical perception metrics by closing communication and comfort gaps.
- Despite ambassadors not being clinical, physician communication scores rose to the 95th percentile and LWTR moved from below 40th to above 79th percentile within a year.
Equip Nonclinical Staff With Clinical Tools
- Give nonclinical support staff direct access to clinical tools and information to close communication gaps.
- Erin provided tablets and Epic tracking board access and had ambassadors shadow RNs and physicians so they could proactively update families and assist throughput.