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Quality Oversight Committee

Mission

The Quality Oversight Committee (QOC) committee is charged with setting and enforcing standards regarding sourcing of content, ethical standards and acceptable levels of performance. The committee meets quarterly to:

  • Ensure that all content owned by Krames StayWell (KSW) is reviewed no later than 24 months from the posting date in the Unified Content Repository.

  • Ensure adherence to URAC guidelines and NCQA standards for review, update and usability testing for material and interactive tools.

  • Ensure commitment to KSW's standard that health communication solutions are developed based on evidence-based medicine, as well as being user friendly and behavior-change focused.

  • Monitor initial and ongoing compliance with standards outlined in policies, procedures and agreements.

  • Approve new policies and procedures, and revisions to existing policies and procedures.

Duties

Members will:

  • Meet by telephone and e-mail regularly, at least once a quarter.

  • Review site performance indicators based on URAC guidelines and NCQA standards.

  • Review feedback and complaints received from clients and end users.

  • Implement interventions, as needed, to improve site operations and in situations that pose a threat to health/welfare of users.

About our committee

The following lists the credentials and background committee members

CHAIRPERSON

DAPHNE PIERCE-SMITH

Coordinator, Quality and Accreditation

Daphne manages the accreditation and quality assurance processes for KSW and serves as the chairperson for the Quality Oversight Committee. Ms. Pierce-Smith has over 25 years of professional experience in health care and has held several leadership and educator positions – Clinical Nurse Manager, Research Manager & Educator, Change-Agent, Research Chairperson, Pediatric Nursing Instructor, and adjunct faculty for Clinical Research. Daphne has a Master of Science degree in Nursing - Family Nurse Practitioner track and has been certified as a Clinical Research Coordinator for 15 years. In 2008, she completed a two-year certification program in health care management. Ms. Pierce-Smith was a guest researcher at the Centers of Disease Control and Prevention (CDC) and co-authored numerous abstracts, manuscripts, and medical and nursing articles while employed at Emory University School of Medicine (EUSOM). Daphne sat on several regulatory, academic, state, and national boards, as well as EUSOM’s Institutional Review Board. For several years, Ms. Pierce-Smith sat on the Commission for Nursing Practice for Georgia Nurses Association and wrote articles for their official publication. She is published and has been a contributing author in three gastroenterology (GI) textbooks and one clinical GI handbook since 2001.

MEMBERS

LOUISE (Lu) AKIN

Coordinator, Medical Review and Clinical Content

Lu manages the medical review processes and a staff of clinical content coordinators for Krames StayWell’s division of digital content. Ms. Akin has over 16 years of professional experience in health care. She worked primarily in a cardiovascular (CV) surgical step-down unit and an intensive care unit (ICU) at a major teaching hospital  in Atlanta, Ga. Ms. Akin served on the Residency Preceptor CV Department Representative for Joint Commission Survey and mentored new nurses in the CVICU. As department Safety Representative, Louise was responsible for coordinating staff education for Joint Commission Surveys. She has worked as a Telephone Triage nurse in the cardiovascular area providing patient education and management of pro-times in CVICU, as well as directed staff orientation and the development of the Right Heart Cath program and services. Louise is a member of Sigma Theta Tau, Nursing Honor Society.

DAVID BENNETT

Executive Vice President and Chief Technology Officer

Dave was the former Director of Web Resource Services at the Medical University of South Carolina (MUSC). He also served as the Chairman of the Web Committee for Health Sciences South Carolina (HSSC). Mr. Bennett is a member of HIMMS, Society of Healthcare Strategy and Market Development (SHSMD) and the American College of Healthcare Executives (ACHE). Prior to joining the Medical University in 2003, Dave was the former Vice President for Business Development at Bio-Reference Laboratories (BRLI) and also served as a Vice President at BRLI’s wholly owned subsidiary, CareEvolve.com. Dave currently serves as a consultant to several other healthcare organizations and companies, including MediCorp Health System and the Yul Brynner Head and Neck Cancer Foundation. Mr. Bennett also consults for Elsevier/International Medical News Group, one of the world’s leading publishers of science and health information on building Web 2.0 strategies to engage physicians. He holds Bachelor of Science degrees from The Citadel and the Medical University of South Carolina. Dave also holds a Ph.D. in Business Administration and Finance from the Warwick Business School.

MIKE GEORGE

Vice President, 

Technology

Mike is the lead technical resource at Krames StayWell and is responsible for the application development, quality assurance, and technical operations teams as well as the Project Management Office.  He is a seasoned software developer with experience in software and security development methodologies and ethical hacking techniques. Mike currently acts as the company's Security Officer and leads the HIPAA Security Team. Since joining the organization in 2001, he implemented the Security Development Lifecycle (SDL), which was an organization-wide shift in how the company views security and privacy issues.  He has led the development efforts to build secure, highly available applications for a customer base of millions of unique users.  Mike's technical certifications include Microsoft Professional Developer: Web Development (MCPD), Certified Ethical Hacker (CEH), and Certified Information Systems Security Professional (CISSP).  He holds a Master of Science degree in Statistics from Brigham Young University.

IAN FRANK

Director, Client Services

 


 

Ian is director of clinical interactive client services at Krames StayWell (KSW), where he brings more than 18 years of experience in healthcare, business consulting, and IT management. In his role, Ian provides consultation to provider market clients in their adoption of KSW interactive content and applications. He leads a team of account managers that provide day-to-day service for clients, including assisting with implementation, managing retention and providing superior customer service. Additionally, Ian manages the Tier 1 Helpdesk, which serves interactive clients’ technical support needs with KSW products. Prior to KSW, he worked as a Sr. Consultant with KPMG Consulting serving federal agencies in their adoption of IT systems. Previously, Ian worked as an Account Executive with Gold Standard, where he sold software to the clinical pharmacy market. Ian holds a Bachelor of Arts in Political Science from University of California, Santa Barbara, and a Master of Business Administration from the University of Florida.

CYNTHIA GODSEY

Director, Clinical Content

 


 

Cynthia is the director of clinical content for KSW and from 2000 to 2007 she was the director of Product Content for HealthInk, Medimedia. Ms. Godsey has a master’s degree in Advance Practice Nursing and in Health Education. She also has a master’s certificate in Clinical Informatics. In addition to Cynthia’s work with KSW, she has 17 years' experience as an APRN (advance practice registered nurse) in primary and specialty care clinics; 11 years as a director and planner for nonprofit organizations and multiple State, Federal Public Health Programs; and five years' experience as an RN. Ms Godsey lived in Botswana Africa for two years and during the past eight years, she has worked with a Utah based voluntary organization to plan and conduct sustainable health programs in Mexico, Peru, and most recently, in Nepal.

AMY HUDSON

Director, Client Services

 


 

Amy is director of interactive client services at KSW, where she brings more than 20 years of experience in health care, insurance, and wellness and health management. In her role, Amy provides consultation to health plans on health and wellness programming and leads a team of account managers that provide day-to-day service for clients, including assisting with implementation, managing retention and providing superior customer service. Prior to Krames StayWell, Amy was the director of national account sales for Wellmark, Blue Cross Blue Shield of Iowa. At Wellmark, Amy supervised the management of national accounts, including PPO, HMO, health benefit programs, wellness, care management, federal employee program, dental, vision and ancillary/voluntary products. She was appointed to the Blue Cross Blue Shield Plans National Consortium Account Management Advisory Committee, where she collaborated with other Blue plans on developing market standards for the national account purchasing environment to include account management, reporting and analytics, administrative cost controls and vendor and data integration and management. At Wellmark, Amy also held positions of director of key account sales and field sales manager for Farm Bureau. Previously, Ms. Hudson served as vice president of key account sales and account management for United Healthcare. In this role, she directed new sales and account management strategies for both direct and brokered distribution strategies in the Iowa market. She also managed ancillary and voluntary product vendors. Amy began her career in wellness and health management, managing the wellness department at Marshalltown Medical and Surgical Center in Marshalltown, Iowa. In this role, she managed wellness, cardiac rehabilitation, and industrial medicine programs. Amy holds a Master of Science in exercise physiology from Iowa State University. She earned her Bachelor of Science in health and exercise science from Truman State University. She is a Certified Health Consultant (CHC), completed the Group Benefits Administrator (GBA) designation of the Certified Employee Benefits Specialist (CEBS) and is a certified Professional in the Academy of Healthcare Management (PAHM).

CAREY HUTCHINS

Director, Implementation Services

Carey is a results-oriented professional with over 14 years of experience in client implementation, project management, needs analysis and training development. Ms. Hutchins brings proven abilities in strategic planning and the scoping of both internal and external projects. Carey provides additional expertise in improving productivity and processes, through the analysis of existing programs and operations, and implementation of strategies, processes, and technologies. Throughout Ms. Hutchins' career, she has been in various positions to streamline processes and increase efficiencies, while decreasing costs. Ms. Hutchins is responsible for all KSW client implementations to ensure on-time delivery of the product within scope and within budget. Carey holds a Bachelor of Science degree in Marketing and a master's degree in human resource development from Clemson University.

JEROME D. JABBOUR

Executive Vice President & General Counsel

 

MediMedia

Chief Privacy Officer

JONATHAN LAMBERT

Payor Director, Product Development

Jon has worked for in a number of roles within the health care industry for over 16 years. Prior to joining KSW, Jon was an IT director for a large managed health care company, where he was responsible for product development, complex implementation projects, and customer service. He has also worked in a national sales capacity. Jon received his bachelor’s degree from the University of Utah and also holds a Master of Public Health degree from the University of Utah School of Medicine.

STEPHANIE MANNING

Vice President, Digital Content

Stephanie joined KSW in November 2002 as the Vice President of Product Development. Since joining the company, she has grown the product line into robust suite of education products and services that improve patient outcomes and increase patient satisfaction. Prior to joining KSW, Stephanie was a founding member of the senior management team for Elsevier Science Inc.’s MD Consult, a leading online medical information service adopted by 95 percent of U.S. medical schools and used in more than 1,900 medical facilities worldwide by 300,000 physicians and other health professionals. Prior to MD Consult, Stephanie served for 12 years as an editor at Mosby, part of Elsevier Science, managing print and electronic publishing programs in primary care medicine, internal medicine, pediatrics, cardiology, emergency medicine and OB/GYN. Her early years at Mosby were spent as a New York City-based health science representative selling to medical, dental, nursing and allied health schools throughout the Northeast. Stephanie began her publishing career at Harper & Row in New York. She holds a bachelor’s degree in English from the University of North Carolina at Chapel Hill.

MELISSA TOBLER

Manager, Editorial

 


 

Melissa has served as served as an editor for consumer publications and Web sites for 14 years. For the past eight years, she has helped KSW and its clients distill clinical information for a broader consumer audience. Ms. Tobler also overseas KSW’s NCQA compliance partnership program, in which she consults with health plans and other health organizations on how they can meet standards involving health education and wide-scale communications. Ms. Tobler developed KSW’s first medical review process for print content and currently oversees the reviewers. Her NCQA expertise and involvement in medical review for the organization also helps guide KSW business practices and policies regarding content development. In her role of editorial manager, also helps work to improve internal business processes. In addition, she is part of team who develops and implements necessary staff training and advises staff on best practices for clients. Melissa has a Bachelor of Science in Journalism from Southern Illinois University. She holds a master’s in Teaching from National Louis University.

JOHN L. WALLER, MD

 

 

Chief Medical Officer

Approved by the Quality Oversight Committee, September 2012

Revised: February 2013