President and CEO, Northeast Delta Dental
Tom Raffio assumed the role of President & CEO of Northeast Delta Dental in 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, not-for- profit organization (dental insurance company) with high brand recognition and a reputation of providing world-class customer service. It's located at One Delta Drive, Concord, New Hampshire and has been in business for over 50 years, with offices in Concord, New Hampshire (headquarters),
Saco, Maine, and Burlington, Vermont.
In 2024, the company administered the dental benefits of more than 1,096,000 with a retention rate of 98.2%. Revenue has grown from $57 million in 1995 to more than $517 million in 2024. Raffio'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. Raffio also oversaw the launch of Health through Oral Wellness®, an oral health assessment program that provides additional benefits to qualified at-risk patients. 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 professional 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 twelve years.
Recently, the company was recognized with the Malcolm Baldrige National Quality Award (2024), recognizing Northeast Delta Dental's unwavering commitment to quality, service, and innovation. It was one of only five companies in the United States to receive this national award this year, and the first ever in New Hampshire.
Raffio is a hands-on leader, regularly meeting with new and seasoned employees for "Coffee with the Coach" to get their feedback. During his presidency, the Northeast Delta Dental network of participating dentists grew from 935 in 1995 to 1,935 in 2024. 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 over a million dollars. To address a shortage of dentists in under-served communities, he stimulated the funding of scholarship programs at schools of dental medicine, and annual contributions to dental education loan repayment programs encouraging dental students and practitioners to practice in Northern New England. He is equally committed to supporting non-oral health issues, overseeing donations of millions of dollars annually.
Raffio is an engaged civic leader. He is currently a member of the Board of Trustees of Dartmouth Health, 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 Board 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.
Raffio is also a member of the Executive Leadership Council for Making Strides Against Breast Cancer, a member of the New Hampshire Judicial Branch Steering Committee on Diversity & Inclusion for the NH Supreme Court, a member of the Mt. Washington Hall of Fame Committee and a Volunteer for the Campaign for Legal Services.
Raffio has been recognized for providing innovative leadership to Northeast Delta Dental and to community nonprofit organizations and for his championing of many causes including mental health. He is also a published author, with his most recent book published in 2024.
Awards and recognitions
- Walter R. Peterson Education and Public Service Award (2024)
- Plymouth State University Alumni Association's Robert Frost Contemporary American Award (2024)
- Bi-State Primary Care Association's 2024 Public Service Award
- Business NH Magazine's 40 Influential Leaders (2024)
- Nicolas J. Halias Award (2023)
- 22nd Annual Garden Party Honoree, Moore Center (2023)
- Erik Cogswell Memorial Award by Seacoast Mental Health Center (2022)
- Arthritis Foundation's Champion Award (2022)
- Campus Compact for New Hampshire Presidents' Community Partner Award (2022)
- Easterseals New Hampshire's David P. Goodwin Lifetime Commitment Award (2020)
- The Baldrige Foundation, the Foundation for the Malcolm Baldrige National Quality Award, bestowed a Leadership Excellence Award in the Healthcare Sector (2020)
- New Hampshire Business Review's 200 most influential people in New Hampshire's private sector (2019)
- City Year New Hampshire's Lifetime of Service Award (2014)
- Juvenile Diabetes Research Foundation (JDRF) Above and Beyond award (2014)
Publications
- Tom Raffio and Ellen Raffio, The Little Gingerbread Runner, 2024
- Tom Raffio with Ellen Raffio and Erika Alison Cohen, Stories From The Starting Line, 2023
- Tom Raffio with Diane Schmalensee, 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
- Tom Raffio with Annabel C. Beerel, Mindfulness: A Better Me; a Better You; a Better World, 2018
- Tom Raffio with Dave Cowens and Barbara McLaughlin, There Are No Do-Overs; The Big Red Factors for Sustaining a Business Long Term, 2013
Raffio 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.
When not at work you can find Raffio running with his wife or working out at the gym.