M MARK JOSEPH ZAPATA, RN, MS

2665 Almeda Subd. Dela Paz City of Binan Laguna

+639.917.887.6554
ma r k j osephz a pa ta @gma il.com

PROFILE
Highly motivated, well-organized, and dedicated professional, offering strong educational background and
extensive training in all aspects of medical, clinical, and health care operations. Equipped with in-depth
knowledge of general nursing procedure and techniques. Expert at providing safe and quality patient care, with
a positive can-do attitude and genuine compassion for others. Adept at assessing and advocating patient needs,
complemented with the ability to develop and implement nursing care plans, and maintain medical records. A
people-person; effective in building and cultivating positive relationships with patients, family members,
physicians, and other medical professionals. Reliable, ethical healthcare provider with the aptitude to stay calm
and intervene during crises. Articulate communicator; Bilingual in English and Tagalog.

KEY STRENGTHS

Clinical Administration and Functions Human Resource

Coordination and Team Collaboration Government Statutory and Benefits
Employee Service and Benefits Regulatory Compliance and Standards

EDUCATION
MASTER OF SCIENCE MAJOR IN CLINICAL PROGRAMS DEVELOPMENT: 2012
University of Perpetual Help System Laguna Sto. Nio, Bian, Laguna
Thesis Title: Program Plan to Address the Common Health Disorders Among Call Center Agents

BACHELOR OF SCIENCE IN NURSING: 2008

University of Perpetual Help System Laguna Sto. Nio, Bian, Laguna
National Licensure Examination (Board Passer: November 2008)
Full Time scholarship (Mayor Boy Perez MBP)
Top Scholars of Laguna (TSL) Governor Ningning Lazaro

PROFESSIONAL TRAINING
BASIC OCCUPATIONAL HEALTH AND SAFETY (40-HOUR TRAINING COURSE): NOVEMBER 2011
PEME Consultancy Inc., (DOLE Accredited No. 1030-07012011-0035)
TeleTech Customer Care Management Phils Inc. Robinsons Cybergate Plaza, Mandaluyong City

HIPAA TRAINING PRIVACY AND SECURITY: FEBRUARY 2014

Evacare Management Consultancy Inc Makati City

1|P a g e
M MARK JOSEPH ZAPATA, RN, MS
2665 Almeda Subd. Dela Paz City of Binan Laguna
+639.917.887.6554
ma r k j osephz a pa ta @gma il.com

CAREER OVERVIEW

Quality Management Clinician

Interpret and implement quality assurance standards
Maintains the transaction monitoring for the process, which involves total production of the process,
quality scores, attendance, system down time, total number of full time employees and attrition
Provides coaching/feedback to 20+ auditors as well as review the work being audited
Conducts Quality Huddle to 100 FTEs every week
Analyze data to identify areas fro improvement by the use of basic QC tools (Pareto, Box Graph, RCA,
Fishbone etc.)
Prepare reports to communicate outcomes of quality activities
Identify training needs and organize training intervention to meet quality standard based on the service
level agreement
Evaluate audit findings and implement appropriate corrective actions
Initiate projects that would reduce the handling time of each case while achieving the same quality in
accordance to the compendium

Senior Compliance Specialist

Critically analyzed electronic health information reports and identifies or relate data with patients
medical conditions
Sound knowledge on medical terminologies, CPT codes and ICD9 coding
Skill in sorting, reviewing, completing, distributing, and/or filing routine documents such as audit
reports
Maintained confidentiality and privacy of patient health information
Audits clinical documentation of licensed nurses

o Database Project Manager- Compliance Log Database (Designer)

Serves as lead point of contact on the Audit Log Database project and takes charge of all aspects of
project management.
Collaborates on the maintenance and development of the database to the IT and Managers
Serves as team leader for organization's efforts to understand its constituent data by guiding
analysis and segmentation efforts.
Takes lead on all augmentation / cleanup of existing data sources and ensures constituent data is
fresh, current and as enhanced as possible to ensure the most effective use of all the information
available.
Implements and reports on Policies and Procedures, Risk Management Planning, Deployment
Planning, Mitigation and Contingency Planning and more which is related to all aspects of work
with constituent data.

Clinical Instructor/Professor
Demonstrates and teaches patient care in classroom and clinical units to nursing students and instructs
students in principles and application of physical, biological, and psychological subjects related to nursing:
Lectures to students, conducts and supervises laboratory work, issues assignments
Supervises student nurses and demonstrates patient care in clinical units of hospital.
Prepares and administers examinations, evaluates student progress, and maintains records of student
classroom and clinical experience.
Participates in planning curriculum, teaching schedule, and course outline.
Cooperates with medical and nursing personnel in evaluating and improving teaching and nursing practices.

2|P a g e
M MARK JOSEPH ZAPATA, RN, MS
2665 Almeda Subd. Dela Paz City of Binan Laguna
+639.917.887.6554
ma r k j osephz a pa ta @gma il.com

Specializes in specific subject Nursing Informatics or in type of nursing activity, such as nursing of medical
or surgical patients.
May conduct classes for patients in health practices and procedures

Healthcare and Clinical Functions

Demonstrated expertise in performing daily nursing care, encompassing measurement of vital signs and
direct assistance with and/or provision of personal care based on age and needs.
Worked collaboratively and coordinated with 13 TeleTech sites during the following activities such as
Annual Physical Examinations, Random Drug Testing, FLU and Cervical Vaccinations, Lectures and Health
Awareness, Grand Wellness Activities, Blood Donation Program, and First Aid Training/Basic Life Support
Training.
Proficiently executed healthcare tasks, such as monitoring vital signs and administering medication.
Assumed responsibility in handling and dispensing clinic medicine medically or as needed.
Efficiently accomplished duly assigned tasks, which included recording on flow sheets of intake/output and
completing brief progress notes.
Closely monitored and submitted clinic medicine stock level and inventory to the management.
Ensured accurate documentation and maintenance of patients medical data gathered during consultations
and treatment.
Applied keen attention to details in validating and verifying submitted medical certificates of the
employees.

Human Resource and Admin Functions

Assists in the efficient administration of all government mandated benefits (SSS, Philhealth, Pag-ibig)
and company benefits.
Conducts orientation to new hire of the company benefits.
Ensure speedy processing of employee benefits to meet employee expectations.
Maintain the 201 file and employees database.
Filing, answering phone calls and doing clerical works.
Administration and processing of Insurance, HMO benefits for employees and their qualified
dependents.
Processing and validation of prescription medicine reimbursement

WORK CHRONOLOGY
EXL SERVICE PHILIPPINES
Quality Management Clinician July 2014 Present
PAMANTASAN NG LUNGSOD NG PASIG- UNIVERSITY OF PASIG
Clinical Instructor/Professor (PART TIME) February 2013 May 2014
EVACARE MANAGEMENT CONSULTANCY INCORPORATED MAKATI CITY, METRO MANILA
Senior Compliance Specialist August 2012 April 2014

TELETECH CUSTOMER CARE MANAGEMENT PHILIPPINES (BPO) TAGAPO, STA. ROSA, LAGUNA
Company Nurse/HR Staff May 2009December 2011

3|P a g e
M MARK JOSEPH ZAPATA, RN, MS
2665 Almeda Subd. Dela Paz City of Binan Laguna
+639.917.887.6554
ma r k j osephz a pa ta @gma il.com

PROFESSIONAL AFFILIATIONS
Philippine Nurses Association (PNA)
Professional Regulation Commission, Manila (PRC)
Philippine Association for Graduate School(Chapter IV-Region)
Bachelor of Science in Nursing Alumni Association, University of Perpetual Help Laguna
Philippine National Red Cross, Laguna Branch (PNRC)

SEMINARS ATTENDED
DEPARTMENT OF HEALTH PROGRAM (DOH) PROGRAM IN RESPONSE TO THE MILLENNIUM DEVELOPMENT GOAL: 2011
College of Midwifery and Nursing Assistant, University of Perpetual Help - Medical University

PHILIPPINE ASSOCIATION FOR GRADUATE EDUCATION (REGION IV-A CHAPTER): 2011

8th Regional Convention, Severino De Las Alas Auditorium, De La Salle University- Dasmarinas, Cavite

NATIONAL TEACHER TRAINING CENTER FOR THE HEALTH PROFESSIONS: 2011

Theme: Development of Research Framework
University of the Philippines- Manila

PHILIPPINE ASSOCIATION FOR GRADUATE EDUCATION (REGION IV-A CHAPTER): 2010

7th Regional Convention, Queen Margaret Hotel, Lucena City

4|P a g e