The best thing you can do is walk them through it. Give them an overview covering the basics:
How to create an account and log in
How to view the products available
How to complete the medical questionnaires
How to check and respond to messages
How to find and upload documents (lab results, lab requisitions, ID, etc.)
How to schedule a lab testing appointment
How to track order status
How to update address and billing info
Why it matters: if a client can't place an order or communicate with the clinical team through the portal, that directly affects your business, and more importantly, their care. Taking the time to guide clients through the portal and make them comfortable using it on their own builds real trust in your relationship.
To help you help them, we have tutorials on Skool on how the client side works, and you can also sign up as a client yourself and place a test order, so you can speak to the process firsthand. The best way for clients to learn is having you in their corner every step of the way.