Johnson & Johnson: Streamlining Patient Document Workflows Across Immunology Programs

About the Company

Johnson & Johnson is a global healthcare leader committed to advancing human health through pharmaceutical, medical device, and consumer health products. With operations in more than 60 countries, the company develops and delivers therapies across multiple areas, including oncology, immunology, neuroscience, infectious disease, and cardiovascular health. Known for its focus on innovation, quality, and regulatory excellence, Johnson & Johnson partners with healthcare providers and institutions worldwide to improve access, outcomes, and patient well-being at scale.‍

Overview

Within Johnson & Johnson’s immunology division, patient service coordinators support multiple drug programs by managing enrollment and coverage documentation. These documents—often containing PHI—were submitted by healthcare providers via fax. Coordinators then had to manually open each fax, discard irrelevant pages, classify the content, and attach the documents to the appropriate patient records in Salesforce.

This manual approach slowed down onboarding for new patients, introduced risk of misfiling, and made it difficult to scale operations as the number of drug programs and volume of faxes grew. There was also no structured system for sending faxes back to providers or insurance companies. High-volume events like drug launches or HIPAA-related compliance migrations further exposed the limitations of the process.

Approach

To streamline fax-based workflows, Johnson & Johnson selected Zpaper, a document automation solution integrated into Salesforce. SPAR Solutions led the implementation.

The implementation required close coordination with J&J IT, J&J vendors (the Salesforce implementation partner), and the Zpaper team. 

Phase 1 focused on enabling inbound fax handling. Coordinators were given access to a shared queue within Salesforce where they could preview faxes, discard unnecessary pages, classify documents by type, and attach them to patient records—all from within the platform. This was rolled out across six to eight immunology drug programs.

Phase 2 introduced outbound fax capabilities, allowing coordinators to send documents directly to providers and payers without leaving Salesforce. This helped close communication loops efficiently and securely.

Phases 3 and 4 included onboarding new drug programs and implementing bulk fax functionality. This was especially important during large-scale events. Bulk faxing included delivery tracking and the ability to resend failed messages, reducing the need for manual follow-up.

Conclusion

The Zpaper implementation significantly improved how Johnson & Johnson’s immunology coordinators handled fax-based documentation. What was once a slow and manual task became a more structured and efficient process within Salesforce. Coordinators could triage documents faster, reduce errors, and maintain clear audit trails.

The project demonstrated strong cross-vendor coordination and a thoughtful approach to compliance.The Zpaper deployment served as a meaningful operational upgrade across several high-impact drug programs and laid the groundwork for scalable document handling.