World-class customer support and education
with minimal investment and internal infrastructure
24/7 Clinical and Technical Support
Device support with troubleshooting, alarm management, features and enhancements or clinical use. Sales rep notification and FDA compliant complaint reporting.
On-line Education
Development and delivery of certified continuing education and device-specific competencies for users and company staff. On-line library of courses, protocols, documents, and multimedia presentations.
Call Center: Clinical Support that resolves the PROBLEM, not just the ALARM
24/7 Live Support
- Clinician to clinician interaction
- Multidisciplinary staff
- Device lab to reproduce clinical environment
- Database of prior experience
Device Specific Knowledge Base
- List of alarms and issues from manual and IFU
- Augmented information – clinical conditions
- Knowledge base updates with each call
Complaint Reporting
- Timely, detailed access to every interaction
- Scehduled summary reports
- FDA compliant complaint reporting format
- Feeds into FDA mandated CAPA programs
Education that adds value for customers and employees
Interactive Webinars
- Live webinars covering current topics delivered by nationally and internationally recognized speakers
- CEU certificates provided to webinar participants
Clinical Document Library
- Self-directed continuing education including archived webinars
- Clinical documents and competencies related to supported devices
- Clinical pitstops
Vendor Credentialing
- Training and compliance certifications including HIPAA, blood borne pathogens and more
- Secure document consolidation
Looking for help supporting your medical device customers?
Our Story
Intensive Care On-line Network (ICON) was established September 2001 with the mission to promote successful implementation of ICU therapies and technologies by offering on-demand 24x7 clinician focused support service. After more than a decade of providing clinical, educational and technical support in the ICU, ICON has emerged as the industry leader. We utilize state-of-the-art methods to improve the end user's experience with ICU technologies and therapy implementation. Education can be delivered in real-time to anyone, anytime, and nearly anywhere in the world—improving the end user's experience with ICU technologies and therapy implementation.
ICON Leadership
Penny Andrews, RN
Founder, CEO
Critical Care nurse
Intensivist Donation Specialist
Research specialist
Maria Madden, RT
Chief Education Officer
30+ years respiratory therapist, researcher, ECMO specialist
Adjunct professor
Member Board of Directors AARC
Lise Halpern
Chief Commercial Officer
30+ years commercializing medical devices
Senior leader at high growth start-ups with successful exits
Nader Habashi, MD
Founder, Chief Medical Officer
ICU physician, NIH research grant recipient
Serial entrepreneur (ICON medical) and inventor