By ROGER WOOD, InDepthNH.org
What is servant leadership? For Concord-based Tom Raffio it reflects a certain philosophy regarding customers, employees and suppliers who work with Northeast Delta Dental. That philosophy is espoused in his new book, “Prepare for Crisis-Plan to Thrive.”
In this interview with podcast producer Roger Wood, Raffio reflects on the firm’s response to the COVID virus, and its commitment to giving back to the community. He also has some predictions on what new crisis might come along that businesses on any level, small to large, should prepare for.
Thomas Raffio is 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 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.
Raffio’s Accomplishment Highlights
- Grew Northeast Delta Dental from administering the dental benefits of 300,000 people in its tristate region to over 950,000.
- Increased revenue from $57 million to over $344 million.
- Created the Guarantee Of Service ExcellenceSM (GOSESM) program, backing up seven facets of service with customer refunds—the first such comprehensive program in Northern New England.
- Grew the enterprise from ~50 to ~200 employees, earning a reputation as “Employer of Choice” based on best practices and numerous awards.
- Increased its strong network of participating dentists by growth from 935 to 1,810.
- 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.
Raffio 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 Excellence North 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. He served as former Chair of the New Hampshire State Board of Education, former Chair of the New Hampshire Symphony Orchestra, and former member of the New Hampshire Historical Society’s Democracy Project Advisory Committee. He is also an active Big Brother for Big Brothers Big Sisters of New Hampshire.
Roger Wood is an award winning radio, podcast, newspaper and television journalist, with over 40 years of experience in the media. Roger has spent his entire professional career in New Hampshire. Roger currently serves as associate publisher and podcast producer at InDepthNH.org. In 2021, he was recognized by the New Hampshire Press Association for his work in news podcasts. He has produced news and special feature reports for InDepthNH, New Hampshire Public Radio, NPR, and other public and commercial radio stations. He also produced spot news for CBS Radio. He has produced and narrated some 50 audiobooks and has written three novels. Roger has also moderated political forums for Seacoast Area Chambers of Commerce in Senate, gubernatorial and congressional races. He has also facilitated public policy discussions locally and statewide. Roger and his wife Elaine currently reside in Portsmouth.
Roger Wood Associate publisher Podcast Producer Indepthnh.org rogerwoodnews@gmail.com 603-502-0032 Alternate email: rwood@indepthnh.org