4d • General discussion
Founding Principle #1: What Matters Most
“The challenge is to create a shared view of what is important — what matters most.”
— Stephen Covey
It’s been a minute since I’ve posted here. I’ve been heads-down building — and what I was really building was clarity on where I want to take this community. So let’s recook.
When I first created this space, I saw it as a place for health insurance professionals to learn and grow together. That vision has evolved. Today, I believe the real opportunity is bringing together everyone who shapes the healthcare experience — providers, health insurance professionals, patient access, revenue cycle, case managers, care coordinators, employer benefits pros, patient advocates, healthcare leaders. All of us.
Each of us sees this system through a different lens, and that makes it easy to decide someone else is “the problem.”
Patients lean toward their doctors — until a bill doesn’t get fixed, and then the blame swings wildly between “healthcare is broken” and “insurance is a scam.” Health systems see payers as the obstacle. Payers see health systems as the obstacle. And underneath almost all of it is one belief: healthcare should just be free.
I’m not here to debate that today. I used to believe it too. My thinking on it has evolved — the same way I’d have to think differently about “food should be free.” That’s a real conversation, and one worth having. But not the one I’m starting with.
Here’s what I am starting with: each of those viewpoints reflects a real experience. Providers face barriers that delay care. Insurance professionals work inside policies that are often misunderstood. Patients and families are stuck navigating both while just wanting to feel well. Nobody in this is imagining their frustration.
So instead of asking who’s to blame, I want to ask a different question: what matters most?
For me, it’s this: a healthcare system where people get timely, appropriate care through better communication, stronger collaboration, and real understanding across every part of the journey. (We can tackle universal healthcare later — let’s fix this first. 😄)
That doesn’t mean every process works. It doesn’t mean every denial is right, or every provider or payer gets it right. There’s plenty to fix. But the fix won’t come from pointing fingers — it’ll come from building a shared understanding of what each of us is actually up against, and working the problem together.
That’s the direction for this collective. Not a place to pick sides. A place to bridge perspectives so outcomes actually improve.
Over the next couple of months, I’ll be piloting something I’m calling Bridge Conversations — sessions where we sit two different vantage points from this list side by side and just… listen to each other. Consider this post the front door to that.
So tell me: what do you believe matters most if we’re going to actually improve the healthcare experience for the people we serve?
Dinah
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Founding Principle #1: What Matters Most
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