Angela M. Hoot
Rochester,USA
Summary
Experienced and dedicated Senior Patient Relations Specialist with over 25 years in healthcare operations, patient experience, and administrative support. Proven ability to navigate complex systems and deliver exceptional service to high-profile domestic and international patients. Technologically adept, detail-oriented, and committed to continuous improvement. Recognized for leadership, service recovery, and enhancing patient satisfaction across Mayo Clinic.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Senior Patient Relations Specialist – EDI
Mayo Clinic
01.2024 - Current
- Serve as liaison for ultra-benefactors, trustees, and high-influence patients.
- Lead end-to-end patient experience from intake to discharge.
- Collaborate with internal and external stakeholders to ensure seamless care.
- Solicit and analyze patient feedback to drive service improvements.
- Provide service recovery and uphold Mayo Clinic’s standards of excellence.
- Adapt to fast-paced, ambiguous environments including evenings/weekends.
Patient Relations Specialist – EDI
Mayo Clinic
01.2014 - 01.2024
- Coordinated care and logistics for high-profile patients.
- Delivered personalized support and resolved complex issues.
- Mentored new staff and contributed to team development.
- Ensured compliance with institutional policies and ethical standards.
Associate Research Coordinator
01.2013 - 01.2014
- Managed clinical research protocols and patient coordination.
- Conducted IRB submissions, patient consent, and data management.
- Trained new staff and ensured regulatory compliance.
Clinical Assistant – W15
01.2004 - 01.2013
- Supported physicians and allied health staff in ENT clinic.
- Scheduled appointments, roomed patients, and recorded vitals.
- Maintained equipment and mentored new assistants.
Patient Service Representative – W15
01.1998 - 01.2004
- Managed patient scheduling, check-ins, and administrative tasks.
- Used TIS/GPAS systems for calendar and appointment coordination.
Radiology Records Clerk
St. Mary’s
01.1997 - 01.1998
- Organized and tracked x-rays for surgeries and diagnostics.
- Provided timely support to physicians and staff.
Education
Master of Arts (MA) - Counseling and Psychological Services
SAINT MARY’S UNIVERSITY OF MINNESOTA
Winona, MNMaster of Science (MS) - Psychology, with a concentration in Industrial-Organizational and Forensic Psychology
SOUTHERN NEW HAMPSHIRE UNIVERSITY
Manchester, NH06.2020
Bachelor of Science (BS) - Business Management
CARDINAL STRITCH UNIVERSITY
Milwaukee, WI02.2013
Skills
- Patient Experience & Advocacy
- High-Profile Client Relations
- Service Recovery & Conflict Resolution
- Workflow Optimization
- Staff Training & Mentorship
- Healthcare Compliance & Ethics
- Cross-Functional Collaboration
- CRM & Mayo Clinic Systems
Affiliations
- Minnesota Counseling Association
- Mayo Clinic Patient Satisfaction & Safety Committees
- MCXRM-CRM Focus Team
Certification
- Quality Fellows Program - Silver and Bronze
- Pathophysiology, Pharmacology and Medical Terminology
- BLS Certified
- Certified Tourism Ambassador
Timeline
Senior Patient Relations Specialist – EDI
Mayo Clinic
01.2024 - Current
Patient Relations Specialist – EDI
Mayo Clinic
01.2014 - 01.2024
Associate Research Coordinator
01.2013 - 01.2014
Clinical Assistant – W15
01.2004 - 01.2013
Patient Service Representative – W15
01.1998 - 01.2004
Radiology Records Clerk
St. Mary’s
01.1997 - 01.1998
Master of Science (MS) - Psychology, with a concentration in Industrial-Organizational and Forensic Psychology
SOUTHERN NEW HAMPSHIRE UNIVERSITY
Bachelor of Science (BS) - Business Management
CARDINAL STRITCH UNIVERSITY
Master of Arts (MA) - Counseling and Psychological Services
SAINT MARY’S UNIVERSITY OF MINNESOTA