VIVA Medicare: Untangling Medicare Enrollment

VIVA Medicare needed to simplify enrollment for agents and brokers but their process was doing the opposite. Agents were bogged down by paperwork and forced to navigate clunky, outdated systems that made enrollment slow and frustrating. With the experience falling short again and again, CCG was brought in to streamline the process and create a smoother path from start to finish.

The Challenge

Disconnected Tools and Time-Draining Processes

VIVA Health’s enrollment process relied on disconnected tools, slow communication, and manual workarounds. Sales agents, call center representatives, and external broker partners struggled to manage forms and resources efficiently. Instead of focusing on customers, teams were bogged down by bottlenecks — wasting time and limiting business growth.

The Transformation

Designing with Agents at the Center

CCG applied a user-centered design approach, engaging VIVA’s sales agents, FMOs, and call center teams to uncover pain points and workflow gaps. Through stakeholder interviews, iterative prototypes, and usability testing, the experience was refined step by step. By deeply understanding operations, CCG created a solution tailored to how agents actually work, while building a foundation for future scalability.

The Solution

A Purpose-Built Agent Portal

The result was a streamlined Agent Portal built exclusively for Medicare enrollments. Free from distractions like marketing content or administrative tools, the portal provided agents with intuitive, task-focused workflows that worked seamlessly in both field and phone environments.

The Results

Faster Enrollments, Sustainable Growth

The Agent Portal transformed VIVA Health’s enrollment process:

Efficient Workflows: Agents could complete enrollments quickly on tablets or desktops.
Compliance Built In: Telephone agents followed a structured, CMS-compliant script.
Scalable Design: Features could be added over time without retraining, ensuring easy adoption.

The portal improved productivity, strengthened compliance, and allowed agents to spend more time with customers. As VIVA Health expanded, the platform evolved alongside it — ensuring long-term efficiency and growth.