Amanda Wilson-Capers
Sanford
Summary
Results-driven healthcare leader with over 10 years of experience optimizing patient access, managing front-line operations, and driving process improvements in multi-specialty clinic and hospital settings. Proven track record of improving patient experience, increasing front-end revenue collections, and ensuring compliance with HIPAA and Joint Commission standards. Expert in Epic scheduling, access operations, and team development. Passionate about delivering equitable, high-quality access to care across diverse populations.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Service Access Manager
Duke University Health
Durham, NC
06.2025 - Current
- Led daily operations for patient transport services across multiple hospital units, ensuring timely, safe, and respectful movement of patients between clinical areas
- Supervised and scheduled a team of 30+ transport staff while maintaining service-level standards and improving response times by 20%
- Implemented access strategies to improve communication and coordination between patient care units, reducing patient wait time for transport and procedures
- Developed and enforced workflow protocols aligned with Duke Health’s policies, Joint Commission standards, and patient safety initiatives
- Collaborated with nursing leadership, bed management, and ancillary services to prioritize critical care transfers and discharges
- Monitored transport metrics using Epic and internal reporting tools, addressing bottlenecks and reallocating resources to high-demand areas
- Trained staff on hospital wayfinding, safe patient handling techniques, HIPAA compliance, and service recovery methods
- Received high ratings in internal audits for access coordination and service excellence, contributing to improved HCAHPS scores in patient experience
- Served as primary liaison between transport services and administrative departments, fostering a culture of efficiency, accountability, and patient-centered care
Administrative Supervisor
Tulsa Health Department
Tulsa, OK
06.2023 - 04.2025
- Lead operations for 4 clinical departments, supervising 20+ front-desk and clerical staff across TB, STI, Family Planning, and Adult Health programs
- Streamlined front-end workflows, reducing patient intake time by 25% and boosting same-day appointment availability
- Ensured accurate scheduling, insurance verification, and compliance documentation for 200+ patient visits weekly
- Facilitated policy revisions to align with Medicaid redetermination and CMS telehealth flexibilities
- Conducted monthly staff audits and led quarterly training, improving scheduling accuracy by 35%
Office Manager
D. A. C. Trucking & Delivery, LLC
Tulsa, OK
06.2021 - 06.2023
- Oversaw scheduling and dispatch coordination for 25+ drivers and improved workflow efficiency by 40%
- Developed filing, tracking, and communication systems that enhanced regulatory compliance
- Designed and led onboarding for new hires, reducing administrative errors and turnover by 20%
- Produced weekly operational reports and managed vendor relationships, purchase orders, and inventory
Patient Services Supervisor
Saint Francis Healthcare System
Tulsa, OK
10.2019 - 06.2021
- Supervised access operations in a high-volume outpatient setting, managing check-in/out, copays, and insurance eligibility for 300+ daily patient visits
- Collaborated with Revenue Cycle to reduce claim denials by 18% through improved front-end accuracy
- Developed training materials and shadowing programs to onboard 15+ access representatives
- Enhanced patient satisfaction scores by 22% through improved service recovery and workflow redesign
Clinic Coordinator/ Supervisor
OSU Medical Center (managed by St. Francis)
Tulsa, OK
10.2018 - 10.2019
- Coordinated patient scheduling, optimizing clinic flow and reducing wait times.
- Implemented electronic health record systems, enhancing data accuracy and accessibility.
- Trained and mentored new staff, fostering a collaborative team environment.
- Managed inventory levels for medical supplies, ensuring timely availability for operations.
- Acted as primary liaison between patients, providers, and billing teams, ensuring seamless care coordination
- Scheduled procedures, managed referral authorizations, and monitored provider templates in Epic
- Supported prescription refills, medical record indexing, and insurance communications.
Pediatric Patient Services Rep. Lead
Warren Clinic Pediatrics
Tulsa, OK
04.2012 - 10.2018
- Managed patient inquiries, providing timely information and resolving concerns efficiently.
- Coordinated appointment schedules, optimizing workflow to enhance patient experience.
- Facilitated communication between patients and healthcare providers, ensuring clarity and understanding of services.
- Implemented process improvements to streamline patient check-in procedures, reducing wait times.
- Delivered front-line access support including check-in, scheduling, financial counseling, and Epic documentation
- Balanced daily deposits and reduced patient wait time through workflow enhancements
- Fostered positive family interactions and resolved escalated service issues with compassion and speed.
Education
Bachelor of Science - Healthcare Management
University of Phoenix
Tempe, AZSkills
- Patient Access Management
- Revenue Cycle & Insurance Verification
- Epic EMR & Scheduling
- Staff Training & Leadership
- Registration Workflow Optimization
Core Competencies
- KPI Tracking & Performance Audits
- Front-End Collections & Copays
- Regulatory Compliance (HIPAA, CMS)
- Call Center & Multi-Clinic Oversight
- Conflict Resolution & Service Recovery
Certification
Red Cross CPR-June 2025
American
Timeline
Service Access Manager
Duke University Health
06.2025 - Current
Administrative Supervisor
Tulsa Health Department
06.2023 - 04.2025
Office Manager
D. A. C. Trucking & Delivery, LLC
06.2021 - 06.2023
Patient Services Supervisor
Saint Francis Healthcare System
10.2019 - 06.2021
Clinic Coordinator/ Supervisor
OSU Medical Center (managed by St. Francis)
10.2018 - 10.2019
Pediatric Patient Services Rep. Lead
Warren Clinic Pediatrics
04.2012 - 10.2018
Bachelor of Science - Healthcare Management
University of Phoenix