Quality Oversight Committee
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.
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
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.
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.
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. Mike serves in the Chief Privacy Officer role for the QOC.
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.
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.
Senior, Account Manager
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.
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.
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: November 2013