The problem
Requests were fragmented, vendor assignment was manual, duplicates slipped through, and evidence quality varied. As volumes grew, the team needed one place to see what was happening and what should happen next.
What I did
I facilitated discovery with operations, risk, and compliance; mapped the verification lifecycle; defined request, routing, SLA, evidence, escalation, and account-update rules; and translated the model into requirements, dashboards, and UAT scenarios.
The system
- Validates duplicates while allowing legitimate re-submissions.
- Routes work by location and vendor workload.
- Reassigns requests when SLAs are breached.
- Requires valid, timestamped evidence before submission.
- Escalates failed cases for second-level review.
- Tracks vendor performance and payment calculations.
What changed
Operations gained faster routing, stronger evidence controls, clearer vendor visibility, and a scalable workflow that reduced coordination overhead.