Customer Requisition to Payment Manager

University of Washington Medical Center•Seattle, WA

3d•Remote

About The Position

The Customer Requisition to Payment Manager is responsible for overseeing the Shared Environment Customer Requisition to Payment (CR2P) team, which handles Workday management of customer contracts, billing schedules, invoicing, and accounts receivables management. This role plays a critical part in centralizing and standardizing CR2P across all departments in SoM, driving process improvements, and ensuring accurate revenue reporting as per UW policies and procedures. The Customer Requisition to Payment Manager will report directly to the Shared Environment Director and is responsible for supervising Shared Environment supervisors. This person will also serve as departmental liaison between UW central finance offices and other stakeholders. It demands strong personal initiative, problem-solving abilities, as well as advanced interpersonal skills for effective communication with faculty, academic staff, employees, and the public. This role is critical in ensuring School of Medicine (SoM) compliance with University of Washington, State, and funding agency policies and procedures across the full Customer Requisition to Payment (CR2P) lifecycle. The Customer Requisition to Payment Manager supports accurate revenue recognition and reporting, which improves operational efficiency and reduces financial and audit risk.

Requirements

Bachelor’s degree in business, finance, or related field.
Four to five years of experience in progressively responsible experience in customer requisitions and administrative related processes.
A track record of successfully managing multiple projects and delivering projects on schedule.
Excellent written and verbal communication skills for a variety of audiences.
Ability to lead meetings, give presentations, work with facts and be able to tell a story with numbers.
Demonstrated success in building and sustaining positive customer and other relationships.
Commitment to working within an organizational framework of continuous process improvement.
Proficiency with Microsoft Office Suite.

Nice To Haves

Experience with an ERP system.
Proficiency with Workday.
Familiarity with University of Washington processes and procedures regarding customer requisitions.

Responsibilities

Oversee the SE supervisors and provide direct support in training and standardization of CR2P transactions, ensuring timely and accurate processing of transactions across the School of Medicine.
Ensure all transactions comply with policies and regulations from the University of Washington, State, funding agencies, and the School of Medicine as well as ensure that relevant documentation is complete and accessible.
Review and standardize the training materials developed and maintained by the SE supervisors to ensure alignment of CR2P training and best practices.
Utilize reporting tools to monitor transactions to ensure they are fully processed and approved in a timely manner maintaining accountability and efficiency.
Perform analysis of transaction volumes and utilize the findings and trends to balance workload distribution across the team.
Drive process improvement initiatives in all CR2P tasks including billing schedules, invoicing, compliance review, customer service ticketing, accounts receivable, and more.
Report on data and trends to ensure relevant information is shared throughout the CR2P team.
Monitor and report on team-wide key performance indicators (KPIs) to evaluate operational effectiveness and highlight opportunities for training, support, or recognition.
Share findings with SE supervisors and Director to inform staff development efforts and guide staffing recommendations.
Ensure all record retention practices adhere to UW policies and Washington State laws, optimizing both efficiency and audit readiness.
Serve as a liaison between SE supervisors, departmental stakeholders, dean’s office business unit partners, central finance offices, and SE leadership to resolve escalated issues and ensure service quality in the CR2P program.
Act as a subject matter expert for CR2P systems, procedures, contacts, and policies.
Assist users with escalated requests that are highly technical and complex related to overdue balances, customer contracts, billing, and receivables.
Periodically run reports on ad-hoc banking transactions by SoM departments and analyze outliers to identify if Workday invoicing can be used to record such revenues.
Coordinate with SoM departments on overdue balances and work with UW central finance offices as needed to resolve aged receivables.
Communicate policy updates to relevant stakeholders to promote awareness and ensure compliance.
Collect and evaluate stakeholder input on the customer requisition process experience to continually review and refine best practices.
Communicate updated procedures to SE supervisors and oversee the updates of their training materials.
Facilitate the customer requisition systems’ onboarding process by setting up access and accounts for new hires, ensuring a smooth start for staff within SoM.
Provide education and guidance to department users on best practices and conduct regular drop-in or formal training sessions.
Maintain strong, effective relationships with the end users, UW central finance offices, stakeholders, and leadership to ensure cohesive collaboration and mutual understanding.
Attend meetings with other units in SoM and UW to align procedures, goals, and strategic initiatives, promoting interdepartmental teamwork and cooperation.
Act as communication bridge between UW central finance staff and end-users in SoM departments when there is a change in process, ensuring clarity and minimizing inefficiencies that could impact operations or workflows. This may include change management, conducting office hours, etc.
Supervise a team of SE supervisors, who supervise teams of SE specialists.
Provide coaching, mentorship, and performance evaluations of direct reports.
Lead recruitment, onboarding, and training efforts for new supervisors.
Participate in recruitment activities, including reviewing resumes, participating in interviews, and contributing to the selection process of CR2P roles to contribute to team cohesion and performance.
Foster a collaborative, inclusive, and high-performing team culture.
Act as backup to the supervisors by overseeing the team, approving timesheets, managing absence requests, and ensuring smooth operations in the supervisor’s absence.
Provide input and feedback for personnel evaluations and the annual review process for specialists.
Provide timely and actionable feedback to new and existing employees to foster their growth and performance.
Consult Human Resources to engage in the corrective action process as necessary.
Connect supervisors with Human Resources to engage in performance management of SE specialists as needed.