Employee Spotlight: Dave D’Agostino, Chief Operations Officer

We recently sat down with Dave D’Agostino, Chief Operations Officer at Command Direct. As a valued team member since 2009, Dave plays a critical role in overseeing our operational teams and ensuring our technology, production, client services, and compliance functions work seamlessly together. Take a moment to get to know Dave!

What do you do at Command Direct, and what’s your favorite part of the job?

Dave D'Agostino, Chief Operations Officer

As Chief Operations Officer, I oversee all operational areas at Command Direct outside of sales and marketing, including technology, production, client services, and compliance. My focus is ensuring our teams, systems, and workflows operate smoothly so we can deliver consistent, high-quality solutions for our Health Plan partners.

My favorite part of the job is solving complex operational challenges. I enjoy streamlining workflows, strengthening compliance processes, and modernizing how member communications are produced and delivered.

What's one industry shift that will have the biggest long-term impact?

The most significant shift is the move toward personalized, omnichannel communication. Health Plans are focused on delivering the right message, in the right format, at the right time — across print, digital, and mobile channels.

Members now expect simple, personalized experiences similar to top consumer brands, and Plans that personalize outreach see improved satisfaction and stronger CAHPS outcomes. At the same time, growing requirements around accessibility, language access, and timeliness make targeted communication essential.

What is the biggest challenge Health Plans face with member engagement?

Health Plans are navigating complexity on both sides. Internally, fragmented systems and manual workflows make consistent communication difficult. Externally, members are overwhelmed with information and may struggle to understand what’s most important — especially within multilingual or high-need populations.

Effective engagement requires simplifying communication strategies and ensuring messages are clear, accessible, and relevant.

How is Command Direct supporting evolving Health Plan needs?

Command Direct is modernizing communication workflows through advanced automation, integrated multichannel capabilities, and stronger accessibility and language-support processes. We’re also enhancing secure data-handling to improve speed, accuracy, and audit readiness — helping Plans deliver compliant, member-friendly communications more efficiently.

What compliance shift should organizations prepare for?

Health Plans should prepare for stricter standards around accessibility and language access, including ADA and Section 508 compliance, culturally appropriate communications, stronger documentation, and increased scrutiny around timeliness and consistency.

Investing now in scalable, well-documented compliance workflows will position organizations for long-term success.

Thank you for your contributions to the team, Dave!