Farhana Majid Binti Irfaan Hamid
Senior Analyst
Summary
Dynamic Senior Analyst at AIA Berhad with a proven track record in claims evaluation and policy interpretation. Enhanced client retention through exceptional service and analytical problem-solving, while minimizing losses by identifying fraudulent claims. Adept at cross-functional teamwork, mentoring junior staff, and streamlining claims processing for operational efficiency.
Overview
13
13
years of professional experience
5
5
Certifications
Work History
Senior Analyst
AIA Berhad
03.2023 - Current
- Maintained compliance with industry regulations and standards by staying current on relevant laws, policies, and best practices for handling insurance claims.
- Boosted company reputation by delivering exceptional customer service during claim investigations and settlements.
- Maximized client retention by addressing concerns promptly and professionally, consistently demonstrating empathy and understanding during difficult situations.
- Minimized financial losses by identifying and addressing fraudulent claims through rigorous investigation and analysis.
- Sharpened professional expertise through continuous learning opportunities such as attending workshops, conferences, and pursuing industry certifications related to insurance claims management.
- Facilitated inter-departmental collaboration to address and resolve claim disputes, leading to smoother operational flow.
- Improved claims processing efficiency by meticulously reviewing and validating each claim for accuracy and completeness.
- Maintained up-to-date knowledge of regulatory changes, ensuring compliance in all claim handling procedures.
- Upheld a high level of accuracy by consistently double-checking figures, data entries, calculations, before finalizing any settlement documents or payments.
- Improved overall efficiency of the department by mentoring junior staff members on best practices in insurance claims handling and resolution techniques.
- Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
- Developed and conducted training sessions for new hires on best practices in claims processing, elevating team performance.
- Generated ad-hoc reports to evaluate specific business requirements.
- Collaborated with cross-functional teams to identify areas of improvement, leading to increased operational effectiveness.
- Developed strong working relationships with staff, fostering a positive work environment.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
Analyst
AIA Berhad
05.2020 - 03.2023
- Providing medical training for GL team members
- In charge of monthly scheduling
- Pre-certify cases for issuance of Additional guarantee letters, Additional procedure and Additional doctors in compliance to Company’s requirement and guidelines
- Ensure guarantee letters that are issued by GL team are accurate and correct
- Ensure that cases of fee dispute are handled and resolved within the TAT
- Follow up on the pending cases
- Training newcomers and refresher courses for Minor Claim system (individual portfolio)
- Advisory for GL Team on issuance of GL for certain diagnosis according to international standards (AETNA, CIGNA, JNCC, Etc)
Associate Claim Management (GL Team)
AIA Berhad
08.2017 - 05.2020
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Support Call centre customer service executive and hospital in the handling of guarantee letters and related matters.
- Ensure that cases of fee dispute are handled and resolved within the TAT
- Follow up on the pending cases
- Learned how to receive and check the claim forms
- Exposed to Minor Claims System in discharge department.
- Exposed in admission and discharge guarantee letter department.
Lab Intern
Prince Court Medical Centre
04.2016 - 08.2016
- Enhanced laboratory efficiency by streamlining sample preparation and data collection processes.
- Regularly calibrated instruments used during experiments to ensure validity of data collected throughout the internship period.
- Undertook additional responsibilities outside the scope of the internship, contributing to the overall success and advancement of lab operations.
- Efficiently managed lab inventory by organizing supplies, tracking usage trends, and ordering necessary materials as needed.
- Supported senior researchers with experimental setup, execution, and data interpretation tasks for successful project completion.
Pharmacist Trainee
Hospital Kuala Lumpur
01.2012 - 11.2012
- Responsible for providing prescribed medication to the patients
- Responsible for checking the written prescription from the doctors and to verify the medication and dosage given to the patient per processes and medical standards.
- Accountable for ensuring medical equipment are properly sterilized by the Autoclave
- Responsible for preparing eye drop solutions in a sterile room
- Accountable for preparing extemporaneous mixtures for patient
- Responsible for preparing external medication such as medicated creams, gargles and external solutions.
- Management and well communication with patients and handling their enquiries and concerns
- Responsible for preparing Therapeutic Parental Nutrition for patient
Education
Master of Science - Biomedical Science
Management & Science University
Malaysia 04.2001 -
Bachelor of Science - Biomedical Sciences
Management & Science University
Malaysia 04.2001 -
Diploma - Pharmacy
Mahsa Universy
Malaysia 04.2001 -
High School Diploma -
SMK (P) Pudu
Malaysia 04.2001 -
Skills
- Claims evaluation
- Policy interpretation
- Claims analysis
- Cross-functional teamwork
- Proficient in Microsoft Office
- Analytical problem-solving
- Proficient in prioritizing tasks
- Critical thinking skills
- Multitasking
- Decision-making
- Self motivation
- Reporting skills
- Claims processing
- Organizational skills
- Organizing and prioritizing work
Certification
Loma -FML1 ( LEVEL 1)
Timeline
Senior Analyst
AIA Berhad
03.2023 - Current
Analyst
AIA Berhad
05.2020 - 03.2023
Associate Claim Management (GL Team)
AIA Berhad
08.2017 - 05.2020
Lab Intern
Prince Court Medical Centre
04.2016 - 08.2016
Pharmacist Trainee
Hospital Kuala Lumpur
01.2012 - 11.2012
Master of Science - Biomedical Science
Management & Science University
04.2001 -
Bachelor of Science - Biomedical Sciences
Management & Science University
04.2001 -
Diploma - Pharmacy
Mahsa Universy
04.2001 -
High School Diploma -
SMK (P) Pudu
04.2001 -
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