Erin Shipley

Vice President of Consumer Experience Cooper University Health Care

Erin Shipley is the Vice President of Consumer Experience at Cooper University Health Care, bringing over 25 years of expertise as a registered nurse and executive coach across the United States and Canada. Since joining Cooper in 2021, Ms. Shipley has led Cooper’s Patient and Consumer Experience strategy and coaching, as well as oversight of Patient Relations, Volunteer Services, Pastoral Care, Linguistics, and the Welcome Desk. Her leadership is instrumental in driving excellence for team members, providers, and patients, and she serves as a co-champion for strategic planning and innovation to enhance the “Cooper Experience.” Prior to her current role, Ms. Shipley was an executive coach for Huron Consulting Group (formerly Studer Group), where she guided more than 150 health care organizations in Consumer Experience and Team Member Engagement Strategies. Her background as an Emergency Department nurse and leader in outpatient, ambulatory, and inpatient settings enables her to develop leaders and teams at all levels, fostering creativity and collaboration to break down interdepartmental barriers. Erin is the Co-Executive Sponsor of the Cooper University Health Care IDD Program as well as the Digital Strategy Lead for Inpatient and Emergency Department Innovation.

Day 2: From Insight to Impact: Operationalizing Patient Experience

9:00 AM Panel: From Silos to Synergy – Embedding PX From the Top - Down

Creating an exceptional patient experience takes more than a passionate team—it requires alignment across departments, from the C-suite to the front line. This panel explores how leading health systems are breaking down silos and embedding patient experience into the core of organizational strategy. Learn how to secure executive buy-in, drive cross-functional collaboration, and empower every team member to take ownership of the experience.

Establish executive-level accountability for PX across departments and functions
Foster cross-functional collaboration and break down communication barriers
Empower teams at every level to contribute to a unified, organization-wide PX vision

Day 3: Sustaining the Momentum: Embedding PX Into Culture and Practice

9:00 AM Ask Me Anything Panel: Unfiltered PX Insights from the Experts

Back by popular demand, this interactive panel gives you the chance to ask what’s really on your mind. Using Slido, attendees can anonymously submit and upvote questions in real time—no topic is off-limits. Our expert panelists will tackle the most popular and provocative questions as we kick off two days of honest, action-driven conversations.

Last year’s top questions included:

• How do you navigate a culture where leadership doesn’t walk the talk?

• What’s the best way to deal with difficult physicians?

• What initiatives haven’t worked—and why?

• How do you keep staff motivated when morale is low?

So… what’s on your mind for 2025 and beyond?

Check out the incredible speaker line-up to see who will be joining Erin.

Download The Latest Agenda