VIVA Agent Portal

VIVA HEALTH is a regional provider of Medicare Advantage plans in Alabama and a long time partner of CCGs. Once upon an AEP, VIVA was concerned that big national carriers were aggressively marketing in their service area — even more so than normal — and threatening their opportunity for growth. CCG got to work creating a targeting, multi-channel strategy that could compete.

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.