08 Jan Taming the Flood of Faxes: How Axena Health Automates Intake with Offprem and Einstein IDP
Turning inbound faxes into structured records with far less manual effort
Axena Health, a women’s health company redefining the standard of care for pelvic health conditions through clinically proven, non-invasive treatments, receives a steady flow of inbound faxes: referrals, prior authorizations, clinical notes, insurance cards, medical orders, fax verification sheets, purchase orders, and other supporting documents. These faxes arrive as PDFs, and they’re rarely neat. A single fax from a prescribing clinician’s office often includes multiple document types, and sometimes multiple patients in the same file.
Before identifying a new solution, staff manually opened each PDF, figured out what it contained, split it into separate documents, labeled each piece, and keyed important details into Salesforce. The Axena team needed a smarter, scalable approach that could handle the company’s rapid growth and, ideally, would integrate with the AI tools already being used by the team.
Axena partnered with Offprem Technology to automate most of that intake process using Salesforce Einstein Intelligent Document Processing (IDP) and MuleSoft. The goal is simple: reduce manual sorting, accelerate intake, and keep attention on the exceptions that truly require human judgment – all while maintaining HIPAA compliant systems.
What makes fax intake hard
Inbound faxes create a specific kind of friction because they don’t follow predictable rules:
- Multiple document types in one file
A single fax might include clinical notes, an insurance card, and a medical order bundled together. - Inconsistent formatting
Different insurers, clinics, providers, and payers use similar forms, but not a consistent layout. - Occasional multi-patient faxes
Pages for more than one patient are sometimes sent in a single fax by the prescribing clinician’s office and require careful separation.
These patterns are common in healthcare fax workflows, and they’re exactly what make purely manual handling such a burden.
The solution in practice
Axena’s process now runs as an automated pipeline.
Einstein IDP reviews each inbound fax, identifies what kinds of documents are inside, and determines how the file should be separated. MuleSoft handles the splitting and routes each document through the right processing path. Key information is then captured in Salesforce, and the newly separated documents are organized into a consistent structure that Axena teams can work from.
“Manually processing thousands of files was a resource intensive task that didn’t provide value to our patients. Collaborating with OffPrem to implement and configure Salesforce Einstein IDP in conjunction with MuleSoft resulted in an immediate 2.2x improvement in the volume we can process per hour. This enables us to reallocate those resources toward advancing our core mission: delivering to women the highest standard of care and achieving the most optimal outcomes possible.” – David Millard, Director, Commercial Applications, Reporting & Analytics, Axena Health
Salesforce automation attempts to associate each processed document with the correct patient or provider record. When confidence is high, the system moves forward automatically. When confidence is low, the records are clearly flagged in Salesforce so users know a confirmatory review is needed.
Instead of people doing the whole job, the system does the repeatable work and asks for help only when it’s unsure.
What this enables for Axena
With this approach in place, Axena gets a more reliable, scalable intake flow:
- Faxes are split and categorized automatically in most cases
- Important data lands in Salesforce without re-keying
- Documents are organized and routed faster
- Users focus on edge cases, not routine sorting
The practical effect is that fax intake stops being a daily bottleneck and becomes a dependable front door for downstream care and administrative workflows.
“What really set OffPrem apart was how well they truly understood what we were trying to accomplish. Working with a team that speaks the same language and genuinely “gets it” makes a huge difference. Communication was clear, responsive, and effective throughout the project. It was impressive to watch their team elevate our files to the next level. They have some incredibly sharp people, and it was exciting to collaborate with them.” – Jennifer Young, Senior Administrator, Salesforce, Axena Health
Summary
Faxes may be a stubborn part of healthcare operations, but the work required to handle them doesn’t have to stay stubborn. By combining Salesforce’s Intelligent Document Processing with MuleSoft-driven orchestration, Axena converts messy inbound PDFs into usable, structured Salesforce records with far less manual effort, and a clear safety net for the cases that still need human eyes.
Interested in learning more? Contact Offprem today