Dental Remote Support Provider Due-Diligence Checklist

Use the sections that apply to the channel. Confirm legal, privacy, employment, and security requirements with qualified advisers.

Responsibility

• Who employs or contracts with the worker?
• Who handles payroll, tax, leave, discipline, and termination?
• Who manages daily work and performance?
• Is the person dedicated to the practice or shared?
• Who provides absence and holiday coverage?

Patient information and security

• Will the provider sign the required agreement before access?
• Can the provider explain its privacy and security training?
• Are devices managed and encrypted?
• Are named accounts and multi-factor authentication required?
• Does the worker use a private workspace?
• How are incidents reported and investigated?
• Where does patient information reside and travel?

Candidate and staffing

• Can the practice interview the person before assignment?
• Has dental experience been tested rather than assumed?
• Can the practice review a work sample or paid trial that uses no real patient information?
• How many other clients or accounts does the person support?
• What is the provider’s turnover for comparable roles?

Replacement and continuity

• What events qualify for replacement?
• Is replacement included in the fee?
• How quickly is a replacement expected?
• Who documents and transfers the work?
• What happens to service during the gap?

Reporting and control

• What measures will the practice receive and how often?
• Can the practice audit work and system activity?
• Does the practice retain direct access to its systems and data?
• How are exceptions and difficult cases handled?

Contract and exit

• Is there a reasonable trial or probation period?
• What is the notice period?
• Are there long lock-ins, minimums, or automatic renewals?
• Is there a conversion or direct-hire fee?
• Who owns process documents and work product?
• Can the practice retrieve its data in a usable format?
• Is deletion and same-day access revocation defined?

Record the answer, supporting document, owner, and unresolved concern for each item. A confident sales answer is not the same as a written obligation.

Evidence and freshness

• Mark every answer as provider-stated, documented, independently checked, or customer-confirmed.
• Record the date each document or claim was checked.
• Check the type, scope, and date of any security certification.
• Record when pricing, coverage, software support, and contract terms should be reviewed again.
• Use “not disclosed” instead of leaving a comparison field blank.

If a provider will not disclose where work is delivered, provide a written contract, or support material claims with evidence, stop the evaluation rather than hiding the gap inside a score.