The fastest path is always through the client's portal. Depending on the issue:
For anything clinical, side effects, questions about a medication, or concerns about their care, the client should message their clinician through the portal, since the clinician manages their treatment.
For an order, shipping, pharmacy, or lab issue, the client can contact the support team through the portal, who can look into it and coordinate with the pharmacy or lab as needed.
For a medical emergency, the client should seek emergency care immediately (911 or local emergency services).
As a partner, the most helpful thing you can do is connect the client to the right channel. Clinical care is provided by the independent medical group and its clinicians, and the pharmacies and labs are independent licensed providers, so issues involving their services are handled by them, with support from the Altro team to help coordinate.