When Empathy Is Out of Network

The killing of UnitedHealthcare CEO Brian Thompson sparked striking reactions on social media. Comments like “My empathy is out of network” and “The claim for compassion is denied” flooded timelines. Some even offered refuge to the suspect rather than accept reward money for turning him in. While these responses may seem heartless at first glance, they reflect deeper frustrations with systems that prioritize profit and power over people’s basic needs.

The healthcare industry’s failures are glaring. UnitedHealthcare, under Thompson’s leadership, reportedly denied up to 90% of claims filed by its members. Stories of people being denied critical care, often with devastating consequences, are astonishing. But know, these aren’t isolated healthcare incidents—they’re symptoms of various systems that prioritize profits over people.

A Systemic Crisis

Across industries—tech, civic leadership, education, and even faith-based organizations—people are losing whatever hope they have left in systems designed to serve the privileged few.

In technology, companies create groundbreaking innovations while leaving entire communities without access to broadband, locking them out of opportunities for education, healthcare, and economic growth. Civic leaders pour resources into wealthy neighborhoods while poorer ones fall into disrepair.

Even in education and faith spaces—where equity and compassion should reign—imbalance persists. School districts prioritize certain schools and communities, leaving others to languish. Faith leaders target marginalized groups, turning worship centers into arenas of exclusion.

When systems consistently fail to meet people’s needs, trust erodes. And when trust erodes, people disengage—or worse, retaliate.

I know this firsthand. When I worked in manufacturing leadership, there were times when I didn’t center the needs of people in my decision-making. The people screamed, "FOUL!" Thankfully, I was part of a corporation that prioritized being people-centered. They called me out and redirected me, teaching me the value of aligning systems and decisions with empathy and fairness. That lesson stayed with me. Unfortunately, many systems today aren’t set up to redirect leaders—they’re set up to reward inequity.

Building Empathy Back Into the System

Rebuilding trust and equity isn’t easy, but it’s necessary. Empathy—when it’s actionable and deliberate—is the bridge between outrage and change. Leaders across industries can take these steps to bring empathy back into the system:

1. Acknowledge the Problem Start by recognizing where your organization or institution has fallen short. Denial only deepens distrust. Transparency and accountability are essential for rebuilding confidence.
2. Prioritize Equity Direct resources to the communities that need them most. Expand access to broadband in digital deserts, invest in underserved schools, and create healthcare systems that treat vision, dental, and pre-existing conditions as standard care.
3. Engage the People You Serve No system can thrive without listening to the people it impacts. Create opportunities for community voices to guide decisions, whether through town halls, advisory boards, or direct outreach.
4. Lead with Integrity Empathy isn’t just about feelings—it’s about fairness. Ensure that your actions reflect the values your organization claims to stand for.

A Final Call to Leaders

Right now, we’re being told “violence is not the answer” while our country spends hundreds of billions on wars abroad, upholds the death penalty, and lets gun violence run unchecked. These contradictions aren’t lost on the people who feel the brunt of systemic failure every day.

If we want to prevent another Brian Thompson situation—or another Luigi Mangione situation—we have to act like we care about human decency. We have to rebuild systems that work for everyone, not just the wealthy few.

We don’t have to choose between outrage and indifference. Empathy is the bridge between anger and action. Are we ready to cross it?