My PHIN Story is a series highlighting the people who make our organisation great.
Emma Alho, Product Owner, shares how she got into healthcare and what her role involves.
What was your career like before PHIN, and what led you here?
I studied psychology in South Africa before starting my career in research for a charity supporting street children. Alongside the research, I found myself writing website content and working with local media, which sparked my interest in communications.
That led me into copywriting, SEO and technical writing before I spent around 15 years in the technology sector, first as a technical writer and later as a business analyst.
After moving to the UK, I worked for a healthcare technology company, helping customise CRM systems for sales and customer service teams. I was really enjoying learning about the healthcare sector, so when the opportunity at PHIN came along, it felt like a good fit. I'd been working across lots of different countries and markets, and I liked the idea of focusing on the UK and getting into the detail of the data.
What attracted you to PHIN?
The role itself appealed to me because it meant working closely with a development team. In previous roles I'd become much more of a consultant and worked across lots of different projects, whereas this role offered the chance to work with a team and be involved in the whole process, from requirements through to testing and delivery.
I was also drawn to the fact that PHIN is a not-for-profit organisation. It felt a bit like going back to my roots after starting out in the charity sector. It was nice to do something that wasn't so commercial and that helps people make informed decisions about their healthcare.
How would you describe your role to someone outside PHIN?
The simplest way to describe it is that I sit between the business and the technology team.
A Product Owner helps bridge that gap by understanding what the business needs and then translating those requirements into something that can be delivered by the development team.
We'll look at a process or a feature that needs to be built, work with stakeholders to understand exactly what's required, then break that work down into smaller pieces that the developers can deliver.
A lot of the role is about communication. Sometimes I describe it as being a translator because you're constantly helping different groups understand each other and work towards the same outcome.
What do you enjoy most about your role?
I think it's the fact that there's always something new to learn.
You're never going to know everything. It's a bit like peeling another layer of the onion. Every time you think you've got to the bottom of something, there's another question to answer or another area to explore. I'm quite a curious person, so that really appeals to me.
What I find particularly interesting is understanding what people really need. Sometimes it's not just listening to what they're saying, it's picking up on what they aren't saying. Often there's a requirement sitting behind the conversation that people don't always know how to put into words themselves.
I really enjoy that challenge.
Has there been a standout project or highlight since joining PHIN?
For me, it was the physician fees project.
I joined while that work was underway, so it became a great way of learning how everything at PHIN fits together. It gave me a complete view of the process, from how information is collected, to how it's managed in the portal, how consultants interact with it and ultimately how it appears on the website.
It was a fantastic onboarding experience because it helped me understand the organisation end-to-end rather than just one small area of the system.
It also felt meaningful. You could see the value of what was being delivered and understand why it mattered.
How would you describe the culture at PHIN?
One of the things I've loved about being here is that it's a really transparent organisation. And because we're relatively small, there isn't a huge amount of red tape.
I also think it's a learning environment. People can be honest with each other, learn from mistakes and grow. Nobody claims to know everything, and people are always willing to share knowledge or listen to different opinions.
There's a strong sense of collaboration, which I really enjoy.
What advice would you give your younger self or someone starting their career today?
I'd say be open to opportunities.
Don't get too focused on fitting into a specific role or career path. If somebody asks you to do something outside your comfort zone or outside your job description, give it a try. That's often how you discover what you enjoy and where your strengths are.
It's also important to be open to change. Every organisation changes, industries change and technology changes. Sometimes people can see change as something negative, but it doesn't have to be. Being willing to learn and adapt is one of the most valuable skills you can develop.
Finally, what advice would you give someone joining PHIN?
Don't be scared to ask questions.
When you first join, there are lots of systems, processes and terms to learn, and nobody expects you to understand everything straight away.
The best thing you can do is stay curious, ask questions and give yourself time to learn.
Bit by bit, everything starts to make sense.
