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 workqueues. 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 CareConnect 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
• Workqueues
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 workqueues, 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 CareConnect 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 effectively in a fast-paced production support environment

Preferred

• Epic Cadence and/or Referrals certification or proficiency
• Experience supporting non-acute Epic applications (Cadence, Prelude, Referrals)
• Bachelor's degree in Information Systems, Business, or a clinical discipline
• 5+ years of experience in a complex healthcare environment
• Knowledge of patient registration, scheduling, referrals, authorizations, and insurance verification
• Experience supporting integrated systems and revenue cycle workflows

Core Competencies & Professional Qualities:

• Strong production support mindset with attention to detail
• Demonstrated accountability and follow-through
• Ability to prioritize and manage multiple concurrent issues
• Clear and effective communication skills
• Collaborative, team-oriented approach
• Continuous improvement mindset
• Conducts themselves in alignment with Hartford HealthCare values: Caring, Excellence, Safety, and Integrity

We take great care of careers:
With locations around the state, Hartford HealthCare offers exciting opportunities for career development and growth. Here, you are part of an organization on the cutting edge - helping to bring new technologies, breakthrough treatments and community education to countless men, women and children. We know that a thriving organization starts with thriving employees-- we provide a competitive benefits program designed to ensure work/life balance. Every moment matters. And this is your moment.