Good people, flawed system

While the public conversation focuses on rising costs and care delays, a more nuanced story is emerging from within. This report explores the growing moral tension faced by payor employees: a workforce that believes in its mission but is increasingly uneasy about how that mission plays out in practice.

Based on a national survey, Good People, Flawed System reveals a surprising contradiction. Employees report high job satisfaction and strong alignment with their organizations’ values—yet they also voice concern over claim denials, access issues, and a system that often prioritizes profits over patients. These insights offer providers a powerful new lens for negotiating with payors and building more mission-aligned partnerships.