Thomas Raffio assumed the role of president & CEO of Northeast Delta Dental, a role he has held since 1995. Before that, he was Senior Vice President of Delta Dental of Massachusetts and Director of Group Healthcare Management Reporting at John Hancock Insurance. Northeast Delta Dental is a tax-exempt, nonprofit organization (dental insurance company) with high brand recognition and a reputation of providing world-class customer service. It’s located at Two Delta Drive, Concord, New Hampshire and has been in business for over 50 years. Northeast Delta Dental includes offices in Concord, New Hampshire (headquarters), Saco, Maine, and Burlington, Vermont.
Accomplishment Highlights
In 1995, the company administered the dental benefits of more than 1,005,000 with a retention rate of 98%. Revenue has grown from $57 million to more than $422 million in 2021. Tom’s commitment to the principles of continuous quality improvement led to the creation of its Guarantee Of Service ExcellenceSM (GOSE) program, backing up seven facets of service with customer refunds—the first such comprehensive program in Northern New England. The company evolved into an industry leader recognized for its outstanding business practices.
Under its CEO’s leadership, Northeast Delta Dental has grown from 50 to 200 employees, earning a reputation as “Employer of Choice” based on best practices and numerous awards. It’s certified for offering flexible work schedules and being age friendly, and offers a thorough onboarding of new employees and development opportunities, including tuition reimbursement. It was named one of the 25 Best Small Companies to Work for in America for five consecutive years, and one of the Best Companies to Work For in New Hampshire for nine years.
Tom is a hands-on leader, regularly meeting with new and seasoned employees for “Coffee with the Coach” to get their feedback. During Tom’s presidency, the Northeast Delta Dental network of participating dentists grew from 935 in 1995 to 1,798 in 2022. He spearheaded the creation of the Northeast Delta Dental Foundation, which supports oral health programs in Maine, New Hampshire, and Vermont, each year by investing several hundred thousand dollars. To address a shortage of dentists in under-served communities, he stimulated the funding of scholarship programs at two schools of dental medicine, and annual contributions to dental education loan repayment programs encouraging dental students to practice in Northern New England.
Civic Leadership
Tom is an engaged civic leader. He is currently a member of the Board of Trustees of Dartmouth-Hitchcock, member of the Delta Dental Plans Association Board of Directors, Chair of the New Hampshire Coalition for Business and Education, Chair of the Arthritis Leadership Council of Northern New England, a member of the Business and Industry Association, a Board Member and former Chair of the Board of Early Learning New Hampshire, Chair of the Franklin Pierce College of Business Advisory Board, and a member of the Conference Board’s Committee for Economic Development. He is Incorporator and Chair of the Board of ExcellenceNorth Alliance, Board Member and Chair of New Hampshire Business Committee for the Arts, Chair of the Bow Schools Foundation, member of the New Hampshire Scholars Leadership Board — which he also serves as a Champion — and member of the Fisher Cats Foundation.
Tom is a member of the Safety Alerts for Education (SAFE) Foundation, a member of the Executive Leadership Council for Making Strides Against Breast Cancer, and a member of the Mt. Washington Hall of Fame Committee. He is also an active Big Brother for Big Brothers Big Sisters of New Hampshire.
Tom served as former Chair of the New Hampshire State Board of Education and former Chair of the New Hampshire Symphony Orchestra. Prior board memberships include the New Hampshire Historical Society’s Democracy Project Advisory Committee, the State Workforce Investment Board, Groundwork Concord, American Red Cross, NH Comets, Opera NH, New Hampshire Foundation for Teaching and Learning, New Hampshire Humanities, and The Palace Theatre. He also served as Campaign Chair for the United Way of Merrimack County and the following Advisory Committees: The Capital Area Race Series, Brattleboro Retreat, Bow Alcohol and Drug Coalition, I-93 Task Force, Pittsfield School District’s Community Advisory Council, New Hampshire Food Bank, Concord Area Colleges, NH Forum on the Future, Friends of the Bridges House, and the NH Institute of Politics at St. Anselm College.
Awards and Recognition
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Arthritis Foundation’s Champion Award (2022)
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Campus Compact for New Hampshire Presidents’ Community Partner Award (2022)
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Easterseals New Hampshire awarded Tom the David P. Goodwin Lifetime Commitment Award for his dedication to the community (2020)
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The Baldrige Foundation, the Foundation for the Malcolm Baldrige National Quality Award, bestowed a Leadership Excellence Award in his name of the Healthcare Sector (2020)
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New Hampshire Business Review included Tom in the first edition of New Hampshire 200, a publication spotlighting the 200 most influential people in New Hampshire’s private sector (2019)
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City Year New Hampshire awarded its Lifetime of Service Award (2014)
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Juvenile Diabetes Research Foundation (JDRF) honored Tom at its 13th annual Granite Gala, and the Business and Industry Association of New Hampshire presented its Above and Beyond award (2014)
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University System of New Hampshire awarded its Granite State Award at Granite State College’s commencement (2011)
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Massachusetts College of Pharmacy and Health Sciences awarded a Doctor of Science, honoris causa (2011)
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The Association of Chamber of Commerce Executives and Business NH Magazine named him Business Leader of the Year (2004) and Business Leader of the Decade (2010)
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NHTI, Concord’s Community College awarded an honorary associate of science degree, and New England College awarded an honorary Doctor of Humane Letters degree (2010)
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Daniel Webster Council Boy Scouts of America presented its Distinguished Citizen of the Year Award (2010)
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Greater Concord Chamber of Commerce named Tom Outstanding Citizen of the Year (2009) and Governor Lynch proclaimed November 16, 2009, as “Tom Raffio Day.”
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Pastoral Counseling Services of Manchester awarded a Good Samaritan Award (2008)
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National Alliance on Mental Illness (NAMI–NH) awarded the Samuel Adams Community Leadership Award (2007)
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New Hampshire Business Committee for the Arts awarded the Leadership in the Arts Award (2005)
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Patrick Jackson Award — by the Yankee Chapter (Maine, New Hampshire, and Vermont) of the Public Relations Society of America for the successful use of public relations principles by an individual not in the public relations field (2004)
Publications
- Tom Raffio with Diane Schmalense, Prepare For Crisis – Plan To Thrive, 2021
- Tom Raffio, “The Baldrige and I,” Baldrige Foundation Institute for Performance Excellence White Paper 2021-01, May 15, 2021
- Annabel C. Beerel and Tom Raffio, Mindfulness: A Better Me; a Better You; a Better World. Self, 2018
- Tom Raffio with Barbara McLaughlin and Dave Cowens, There Are No Do-Overs; The Big Red Factors for Sustaining a Business Long Term. Curran Pendleton Press, 2013
Education/Training
Tom earned an undergraduate degree at Harvard University, an MBA from Babson College, and designation as a Fellow of the Life Management Institute (FLMI). He is proud to be a 1997 graduate of Leadership New Hampshire.
Family
Tom lives in Bow, New Hampshire with his wife Ellen, granddaughter Havanna and his beloved pets: German Shepherd Kolton and two cats. Between both of them they have seven adult children and four grandchildren. When Tom is not at work you can find him running with his wife Ellen or working out at the gym.
