Employee Spotlight: Donna Elfers, Director of Client Success
- 2 hours ago
- 3 min read
We recently sat down with Donna Elfers, Director of Client Success at Command Direct. With more than 25 years of experience across client service, operations, and leadership, Donna leads our account teams and oversees the overall client experience. She partners closely with health plans to address complex operational, regulatory, and member-engagement challenges, with a focus on simplifying workflows and delivering meaningful, compliant communications. Get to know Donna and learn more about her perspective below!
What do you do at Command Direct, and what’s your favorite part of the job?
As Director of Client Success at Command Direct, I manage all account teams and oversee the overall client experience. My favorite part is partnering with clients to solve complex challenges, especially finding innovative ways to simplify processes and improve member experiences. I love seeing the impact of our work when clients achieve better engagement and compliance outcomes.
What’s one shift or trend in the health plan industry that you believe will have the biggest long-term impact, and why?
The biggest long-term shift is the move toward omni-channel engagement supported by AI-driven automation. Health plans must deliver seamless, personalized experiences across multiple platforms while meeting strict compliance standards. This trend will fundamentally change how plans operate, making technology and strategic partnerships essential for success.
What is the biggest challenge health plans face when it comes to member engagement?
The biggest challenge is cutting through complex, internal, and fragmented systems. Manual workflows are slowing down communication. Externally, members are inundated with information and struggle to understand what matters. Add to that, the need for personalization, accessibility, and digital adoption. It’s notable that simplifying processes and delivering clear, relevant messages is critical for effective engagement.
What new technologies or approaches is Command Direct embracing to support the evolving needs of health plans?
Command Direct brings print and digital communications together to improve member experience. Through embracing automation, multi-channel engagement, and compliance-driven frameworks to help health plans meet regulatory requirements while improving member experience. From advanced workflow integration and return mail digitization to scalable production and digital delivery, these innovations ensure accuracy, efficiency, and flexibility in a rapidly evolving healthcare landscape.
From your perspective, what are the biggest challenges your health plan clients are dealing with today, and how does your team proactively support them?
Across our client base, we hear several consistent themes emerge during our discussions. Health plans are navigating a blend of operational, regulatory, and member‑engagement challenges. Many are managing multiple systems, file formats, and manual processes, which leads to inefficiencies and slower turn times. Because workflows often differ across departments and downstream vendors, standardization is difficult. To address this, we help clients streamline and unify their processes through automated print, data, and template management solutions.
Health plans are also under increasing pressure to meet strict turnaround requirements, with deadlines that evolve quickly and directly affect compliance and star ratings. To support them, we maintain audit‑ready reporting through tools like the RAS, giving clients the visibility, proof of delivery, and compliance oversight they need.
At the same time, many of our clients are dealing with tighter budgets. We work closely with them in strategic cost‑reduction sessions to identify savings opportunities such as postage optimization, digital opt‑in expansion, and streamlined data workflows.
At the end of the day, our goal is to simplify complexity and act as a proactive partner that helps health plans stay compliant, reduce costs, and deliver a better experience for their members.