ITS Application Specialist II ​/ ITS Revenue Cycle Systems

Location Detail: 9 Farm Springs Rd Farmington (10566)
Work where every moment matters.
Every day, over 40,000 Hartford Health Care colleagues come to work with one thing in common:
Pride in what we do, knowing every moment matters here. We invite you to become part of Connecticut’s most comprehensive healthcare network.
The creation of the HHC System Support Office recognizes the work of a large and growing group of employees whose responsibilities are continually evolving so that we and our departments now work on behalf of the system as a whole, rather than a single member organization.
With the creation of our new umbrella organization we now have our own identity with a unique payroll, benefits, performance management system, service recognition programs and other common practices across the system.

Position Summary The ITS Application Specialist II supports and maintains all aspects of the Epic Cadence and Referrals modules, with a primary focus on production support and operational stability. This role is responsible for ensuring optimal system performance, timely issue resolution, and alignment between Epic functionality and operational workflows.
The Specialist maintains deep expertise in application functionality and the clinical and revenue cycle workflows supported by Cadence and Referrals, including registration, scheduling, referrals, and work queues. While the role may participate in workflow discussions and configuration activities, the primary emphasis is break/fix support, system maintenance, optimization, and end‑user support.
This position follows internal Care Connect build standards, change control, and issue management procedures and works closely with the Revenue Cycle Systems group, application teams, technical services, and vendors to resolve incidents and support enhancements.
Focus Areas

• Cadence
• Referrals
• Registration
• Scheduling
• Work queues

Position Responsibilities Key Areas of Responsibility Production Support & Operations

• Provide Tier 2/3 production support for Epic Cadence and Referrals applications
• Troubleshoot, research, and resolve application, workflow, and integration issues
• Perform in-depth investigation and documentation of incidents, service requests, and system behavior
• Identify root causes of recurring issues and recommend sustainable solutions
• Provide on-call support and support during go-lives, including evenings and weekends as required

Application Maintenance & Configuration

• Perform ongoing maintenance and support for Epic Cadence and Referrals build
• Maintain and modify application work queues, reports, dashboards, and application-level security
• Ensure system configuration aligns with operational needs and approved workflows
• Document and maintain system design, build specifications, and standard work processes

Change, Upgrade & Testing Support

• Test and validate Epic releases, upgrades, patches, and build changes prior to promotion to production
• Participate in unit, system, and integrated testing activities
• Assist with post-upgrade validation and stabilization
• Follow Care Connect change control and release management processes

Workflow & Operational Partnership

• Understand operational workflows well enough to effectively represent end-user needs
• Participate in workflow analysis, validation sessions, and limited design/build activities as needed
• Collaborate closely with the Revenue Cycle Systems team on department-specific enhancements
• Anticipate issues and present practical solutions to operational leaders

Collaboration & Communication

• Work closely with vendors, consultants, technical services, and other application teams
• Actively participate in weekly team meetings to discuss incidents, changes, priorities, and updates
• Support team members by sharing application knowledge and best practices
• Maintain strong customer focus and commitment to service excellence

Qualifications Required

• Associate’s degree or equivalent knowledge gained through education, training, and healthcare IT experience
• Experience supporting Epic applications or healthcare information systems
• Strong troubleshooting, analytical, documentation, and customer service skills
• Proficiency with Microsoft Office
• Ability to work…